Simultaneous Introduction of District Notification
and Malicious Complaint Response Functions
Junggu District in Seoul (District Mayor Kim Gilseong) has introduced the ‘Smart Administrative Phone’ system to reduce damage caused by voice phishing crimes and malicious complaints, and to strengthen communication with residents. The district is the first local government in the country to simultaneously implement the ‘Smart Administrative Phone Notification Service’ and the ‘Smart Civil Complaint Response Service,’ which have been in full operation since August 18.
Simultaneous Introduction of 'Lunar New Year Notification' and 'Malicious Complaint Response' Functions in Administrative Phone Service. Provided by Junggu.
The ‘Smart Administrative Phone Notification Service’ displays the Junggu District Office logo, the originating department, and promotional images on the caller’s mobile phone screen when calls are made from or to the district office. This helps alleviate residents’ anxiety about unfamiliar calls amid the recent rise in voice phishing crimes and provides a secure administrative phone environment.
After the call ends, links are provided to card news with daily information, the Junggu District Office website, and official social media channels (YouTube, blog, Facebook, Instagram), making it even more convenient for residents to access district news.
The ‘Smart Civil Complaint Response Service’ was established to minimize damage to public officials from malicious complaints, such as abusive language, insults, or sexual harassment, during the complaint response process. If abusive language occurs during a call, the staff member can send a warning message and end the call with the press of a button. If a call continues for more than 15 minutes without a valid reason, an automated message is played, and if it exceeds 20 minutes, the call is forcibly terminated. Additionally, for the first time nationwide, a function to provide complaint call records has been introduced, which will be used to manage repeated or unusual complaints.
Kim Gilseong, Mayor of Junggu District, stated, “The Smart Administrative Phone is a system that strengthens communication with residents while simultaneously enhancing the safety of public officials and the efficiency of complaint handling. We will continue to incorporate new technologies into administration to provide convenient and trustworthy services that both staff and residents can experience firsthand.”
Junggu has already expanded resident contact channels such as the Mayor’s Communication Phone, the Dong Chief’s Communication Phone, and the Junggu Notification Talk. Along with this new system, the district is also accelerating the creation of a safe and efficient administrative environment by preparing manuals for responding to malicious complaints and providing protective measures for staff.
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