Launching Initiatives to Enhance Citizen Satisfaction
On June 4, Uijeongbu City in Gyeonggi Province announced that it will officially implement a 'pre-booking system for complex civil complaints' starting in July, aiming to improve the convenience of handling complex civil complaints and enhance citizen satisfaction.
The pre-booking system for complex civil complaints allows citizens to make reservations for civil complaints that require consultation among two or more departments, such as permits and approvals. The relevant public officials from multiple departments then attend together and process the complaint in one place.
Previously, in order to handle complex civil complaints, citizens had to visit several departments within City Hall themselves. There were difficulties in processing due to the absence of responsible officials or delays in interdepartmental consultations.
To address these issues, Uijeongbu City has introduced the pre-booking system, enabling citizens to conveniently request consultations through the city’s website or by phone.
Once received, the complaint will be reviewed and coordinated in advance among departments to set a schedule, and the consultation will be held in the complex civil complaint consultation room within the general civil affairs office at City Hall.
At this meeting, all relevant department officials will attend to provide comprehensive guidance to the complainant regarding the processing procedures, required timeframes, and necessary documents.
Uijeongbu City plans to minimize confusion by coordinating differences in opinions among departments in advance, and to enhance the accuracy and efficiency of complaint processing.
Mayor Kim Donggeun stated, "The complex civil complaint consultation reservation system is a practical administrative innovation to minimize inconvenience for complainants and provide precise, citizen-centered civil service responses," adding, "We will realize trustworthy and communicative administration by listening closely to the voices of our citizens."
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