Surpassing 10,000 Cumulative Submissions in Just Three Years
Gwangju Seo-gu's flagship communication channel, "Baro Munja Harangke," has surpassed 10,000 cumulative submissions in just three years since its launch, earning recognition as a swift and approachable model for resident engagement.
According to Seo-gu on October 16, the 10,000th text message was received at 8:43 a.m. the previous day, reporting a civil complaint regarding the maintenance of dead trees in Sangmu Citizens' Park.
The resident stated, "The pine trees in the park are either dying or showing signs of decline," and requested a thorough inspection. The Seo-gu Parks and Greenery Division responded promptly by conducting an on-site inspection the same day and informing the resident of the maintenance plan.
"Baro Munja Harangke" is a direct text communication platform with the district mayor, introduced in August 2022, right after the launch of the 8th popularly elected administration. Residents can send civil complaints or policy suggestions via text, and the relevant department reviews and takes action within 48 hours, then replies with the results.
To facilitate this, the district has established a dedicated team (Baro Communication Team) that delivers all submissions in real time to the relevant departments, with a responsibility system in which team leaders or higher-level executives respond and report directly.
Seo-gu Mayor Kim Ikang personally checks the status of submissions and their outcomes every morning and, when necessary, visits the site himself as part of his communication-focused administration.
By category, civil complaints accounted for 63% of all submissions, followed by policy suggestions, safety-related issues, and institutional improvements. Most civil complaints, such as sidewalk maintenance, illegal parking enforcement, and waste disposal, were resolved within 24 hours, leading to the growing perception that "Baro Munja Harangke means immediate resolution." Additionally, about 1,600 cases (16%) were messages of encouragement or gratitude, reflecting increased trust and satisfaction with the administration.
In a user satisfaction survey conducted to mark the third anniversary of the policy, 8 out of 10 respondents expressed satisfaction with both the complaint submission process and the handling results. High satisfaction was reported across all areas, including the convenience of submission, promptness of response, and staff friendliness. More than 80% of respondents said they would use the service again and would recommend it to others.
This type of resident-focused administration has enabled Seo-gu to be ranked first in administrative service evaluations for five consecutive years. Administrative efficiency has also improved, with a decrease in phone and in-person complaints and a steady increase in electronic complaint response rates.
Since July, Seo-gu has been operating "Baro Munja Harangke Season 2 - Alley Economy 119 Phone," collecting real-time feedback from small business owners and strengthening field-oriented administration through alley offices and policy forums.
Looking ahead, Seo-gu plans to introduce the "One-Click Munja Harangke System" using smart QR codes, aiming to build a smarter communication administration system that enables broader participation from younger generations and various age groups.
Mayor Kim stated, "10,000 text messages are not just a number-they represent the number of times the administration has responded to residents and the time Seo-gu has spent building trust. We will continue striving to make Seo-gu a 'good city' that responds even more quickly and warmly."
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