Busan IT Industry Promotion Agency Achieves ISO 10002 Certification, Recognized for Customer-Centered Public Service System

Busan IT Industry Promotion Agency has obtained ISO 10002 certification, an international standard for customer satisfaction management systems.

Busan IT Industry Promotion Agency has obtained ISO 10002 certification and is taking a commemorative photo. Photo by Busan IT Industry Promotion Agency

According to an agency official, this certification was awarded in recognition of the agency's system for incorporating customer feedback into its institutional processes. It is expected to serve as a significant turning point for enhancing transparency and reliability in the operation of public institutions.

ISO 10002 is a quality management system standard that clearly establishes a customer complaint handling process in line with international standards and encourages continuous improvement.

The agency has systematized the entire process, from receiving complaints to analysis, corrective actions, and follow-up feedback, thereby demonstrating its status as a customer-oriented public service institution.

At the award ceremony held on May 8, 2025, Director Kim Taeyeol stated, "This certification is a meaningful achievement that has institutionally embedded customer-centered administration," adding, "We will move forward as an innovative organization that grows together with our customers."

Since the second half of 2024, the agency has been actively pursuing internal innovation, initiating substantial structural improvements such as revising management system manuals for the introduction of a customer satisfaction management system and improving complaint handling procedures. In particular, the "On-site Communication and Company-Oriented Support System," which has been in operation since last year, is being used as a channel to directly collect companies' feedback on site and reflect it in institutional processes.

Company meetings, tailored consultations, and immediate feedback on inconveniences encountered during business operations are utilized not only for responding to complaints, but also as grounds for policy design and institutional improvement. This approach is also evaluated as being in line with the "customer-oriented sustainable management" philosophy emphasized by ISO 10002.

Going forward, the agency plans to further strengthen the virtuous cycle in which on-site feedback leads to policy changes by enhancing its real-time feedback system and advancing its data-driven complaint management framework.