Report Daily Inconveniences with the 'MY Gwangyang' App
Easy 1:1 Chat and Civil Complaint Consultation Reservations
Gwangyang City in South Jeolla Province is actively introducing smart civil complaint services based on its mobile app 'MY Gwangyang,' which is the nation's first one-stop integrated administrative platform.
The city is moving away from traditional face-to-face and telephone-based civil complaint processing methods by actively utilizing digital technology. Through faster and more accurate responses to civil complaints, the city is focusing on enhancing citizen convenience and improving administrative efficiency.
To help citizens resolve inconveniences in their daily lives more easily and quickly, the city has introduced a 'Report Daily Inconveniences' feature within the 'MY Gwangyang' app and is currently operating it on a trial basis.
Citizens can use the app to report inconveniences they encounter in daily life at any time, 24 hours a day. The reported information is transmitted in real time to the relevant department, and immediate action is taken after on-site verification.
In particular, the app enables more accurate and rapid on-site responses by automatically recognizing the location of the report based on location information. In addition, the results of the actions taken are communicated to the reporting citizen. The categories for reporting daily inconveniences include public transportation, public restroom maintenance, road and facility maintenance, illegal advertisements, noise and odors, water pipe bursts, and other complaints. However, illegal parking must be reported through the 'Safety Sinmungo' system, and streetlight failures must be reported through the 'Gwangyang City Streetlight and Security Light Failure Reporting System.'
To strengthen communication with citizens and quickly address their questions, the city operates a '1:1 Civil Complaint Consultation Chat Service' within the 'MY Gwangyang' app. Through this service, citizens can submit text-based inquiries about all aspects of municipal administration and receive real-time responses.
Previously, telephone and in-person consultations caused inconvenience due to the absence of staff, connection delays, and waiting times. However, the chat-based method enables fast and accurate information delivery, which is expected to increase satisfaction with civil complaint handling. Consultation hours are from 10:00 a.m. to 5:00 p.m. on weekdays, and inquiries received outside these hours are answered sequentially during consultation hours.
The areas covered by consultation include general administration, education and culture, welfare and labor, environment and industry, agriculture, forestry and marine affairs, finance and taxation, and construction and transportation. After selecting the relevant area, citizens can freely write and submit their inquiries.
To further enhance citizen convenience and the efficiency of handling complex civil complaints, the city is considering introducing a 'Civil Complaint Consultation Reservation System' starting in July. This system will allow citizens to reserve consultations for complex or time-consuming complaints in advance through the 'MY Gwangyang' app, ensuring they receive sufficient consultation at a designated time.
Until now, for complex civil complaints such as building permits, building notifications, development activities, and farmland or forest land conversion, citizens had to visit the city hall or consult by phone. However, due to staff absence or insufficient information, thorough consultations within the available time were often not possible.
Going forward, citizens will be able to specify their preferred consultation date, time, and area within the app, and receive in-depth consultations by phone or in person with the relevant department staff.
The city expects that once this system is established, both citizens and public officials will be able to conduct consultations in a better-prepared manner, thereby improving convenience and administrative efficiency.
In the future, Gwangyang City plans to introduce a ChatGPT-based AI consultation chatbot during the next phase of mobile app advancement, establishing a system capable of responding to civil complaints 24 hours a day, year-round.
This is intended to overcome the current limitation of the 1:1 civil complaint consultation chat service, which is only available on weekdays during business hours, and is expected to be recognized as a leading example of digital-based administrative innovation.
Additionally, the city plans to expand the number of administrative service items available through the mobile app from more than 100 at present, including welfare policies, to over 200 by 2026. This will enable citizens to apply for administrative services anytime and anywhere, without having to visit city hall.
Jung Seungjae, head of the Gwangyang City Gamdong Era Promotion Team, stated, "Smart civil complaint services based on the mobile app are the core of citizen-centered, inspiring administration," adding, "We will continue to expand various digital channels so that any citizen can easily and conveniently communicate with the administration anytime, anywhere."
The 'MY Gwangyang' app is currently in trial operation and can be downloaded from Google Play Store and Apple App Store. The Gwangyang City Gamdong Era Promotion Team plans to officially launch the service on the 22nd, reflecting feedback collected during the trial period.
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