Paju City, Four Years of the Mobile Mayor's Office: "Paju, the Special City of Communication"
172 Sessions Over 38 Months, More Than 6,300 Citizens Participated
Administrative Innovation Beyond Deskwork, Closer to Citizens
"Answers Are Found in the Field": Paju Sets the Standard for Citizen-Centered Governance
"Under the 8th popularly elected administration, Paju City will move closer to the lives of all citizens through innovative governance rooted in communication and empathy. We will set aside authority and create a city government that communicates at eye level with its citizens."
Kim Kyungil, mayor of Paju City, at the "Mobile Mayor's Office with Parenting Moms and Dads" held on the 11th. Provided by Paju City
This was the pledge made by Mayor Kim Kyungil at his 2022 inauguration, where he emphasized the importance of innovative governance based on communication and empathy. This promise took concrete form two months later, in September 2022, with the launch of the "Mobile Mayor's Office." Driven by the determination to "go anywhere citizens call," Mayor Kim has continued to visit various corners of citizens' daily lives, maintaining this commitment to communication into his fourth year in office.
This journey of communication has continued for 38 months, with the Mobile Mayor's Office touring all 20 towns and neighborhoods in the city, holding a total of 172 sessions and meeting with more than 6,300 citizens as of the fourth year of his term.
◆ The essence of administration is communication and innovation closely linked to citizens' lives... The answers are found in the field
The importance of communicating with citizens, the beneficiaries of policy, cannot be overstated when it comes to governance. If the government fails to reach deeply into citizens' lives, no policy can have true legitimacy, and its effectiveness becomes even harder to expect.
Some argue that relying on reports and summaries from public officials is a more efficient way to gauge public sentiment. However, what truly matters is listening to citizens' voices as they are. Reports on a desk only present a two-dimensional reality, while citizens' lives are three-dimensional. Without stepping into the three-dimensional reality of the field, it is difficult to accurately identify citizens' inconveniences and find effective solutions.
The scene of the 100th Mobile Market Office with Youth held on August 9 last year. Provided by Paju City
◆ Closer and deeper... More detailed segmentation for tighter communication
Now in its fourth year, the Mobile Mayor's Office has undergone significant changes in both its operation and its target audience. In its inaugural year, participants were mainly town and neighborhood chiefs, local community representatives, and heads and members of small- to medium-sized resident organizations. Starting the following year, however, the doors of communication were opened wide to include members of various professional organizations-businesspeople, farmers, self-employed individuals, artists-as well as parents, youth, and nearly every age group of citizens.
To get even closer to the realities of citizens' lives, the degree of communication has become even more detailed and comprehensive.
With the new nickname "Neighborhood Mobile Mayor's Office," the communication units have become more localized, shifting from town and neighborhood levels to individual villages and apartment complexes. The Mobile Mayor's Office for professional groups has also become more segmented.
For example, what was once a Mobile Mayor's Office for farmers or livestock producers has now evolved into sessions for specific groups such as poultry farmers, ginseng growers, and dairy associations. By engaging in close communication with small groups sharing common interests, the city aims to minimize administrative blind spots, bring even minor everyday issues to the table for discussion, and maximize the sense of responsive governance by finding solutions together.
The mobile market office with friends from Gongneungcheon held on January 3rd. Provided by Paju City
◆ Efficient operation and follow-up management, with a principle of responding within 14 days to build trust
A stable system has been established for efficient management and prompt resolution, covering both operational procedures and follow-up management.
If any Paju citizen reaches out to the Mobile Mayor's Office, the request is reported through the relevant town, neighborhood, or city department to the office's coordinating department. A minimally defined communication unit is then set up according to the applicant's background, a schedule is arranged, and an immediate on-site visit is organized. Suggestions raised by citizens at the site are delivered to the responsible department right after the session, where their validity and possible solutions are reviewed, with the potential for policy adoption also considered. The results are communicated back to the applicant within 14 days, and the responsible department continues to monitor the progress of each case, updating the status at least once a month.
As communication through the Mobile Mayor's Office has become more active, issues that could never have been discovered at a desk have come to light wherever the mayor visits. Over the past 37 months, a total of 2,077 citizen complaints and suggestions have been raised through the Mobile Mayor's Office. The topics and level of discussion have been highly diverse, ranging from responses to safety incidents, park management, and facility repairs, to welfare support issues, infrastructure expansion requests, and various policy proposals aimed at improving quality of life.
All suggestions made by citizens, regardless of their scale or importance, are assessed for feasibility and classified into two main categories: those for immediate action and those requiring long-term review. Of the 2,077 cases received so far, 1,069 (51%) have been resolved, 411 (20%) are currently in progress, 314 are under long-term review, and 283 have been deemed unfeasible for implementation.
For minor everyday issues such as emergency road repairs, debris removal, snow removal, or streetlight replacement, solutions are often provided on the spot during the Mobile Mayor's Office sessions. Most requests for improvements to the living environment, such as safety measures, park management, and facility repairs, have also been resolved quickly, greatly enhancing residents' convenience.
Cases classified as requiring long-term review or deemed unfeasible account for a combined 29%, which is relatively high. In these instances, the reasons for not being able to proceed immediately are thoroughly analyzed, and the results are communicated to the applicants in a letter signed by Mayor Kim Kyungil, seeking their understanding. These cases remain on the management list for continued review, leaving room for alternative solutions in the future.
The mobile market office at Sannae Village Complex 9, held on May 2 last year. Provided by Paju City
Suggestions under long-term review are mainly related to demands for securing or constructing roads, building sports or cultural facilities, improving transportation convenience, and enhancing the educational environment-these account for more than half of such cases. The main reasons for delayed implementation include potential conflicts of interest due to counter-demands from other residents, which could raise equity issues; insufficient project feasibility; or the need for long-term, comprehensive review due to the large-scale budget required and the city's financial circumstances.
For suggestions regarding improvements to traffic safety facilities like traffic lights and crosswalks, school establishment, or increasing class sizes-which fall under the jurisdiction of other agencies such as the police or the board of education-the city refers the issues to the relevant agencies for discussion and collaboration. When legal or regulatory grounds are lacking, the city proposes legislative improvements through the relevant agencies to encourage policy changes.
◆ "A bridge connecting the city and its citizens"... 81% of citizens say the Mobile Mayor's Office should continue
Paju citizens' response and satisfaction with the Mobile Mayor's Office, which bridges the gap between administration and reality and promotes open communication, have exceeded expectations. In a survey conducted in May 2024 with more than 500 citizens who attended the Mobile Mayor's Office, 65% responded positively to questions about their satisfaction with the program.
Additionally, 20% answered "neutral," and only 15% expressed dissatisfaction. Regarding the need for the Mobile Mayor's Office to continue, 81% said it was necessary, 11% were neutral, and 8% said it was unnecessary.
In January 2024, at the Good Price Store Mobile Mayor's Office, self-employed business owner Ahn Taehee expressed dissatisfaction, saying, "The 75-liter trash bags among the support items are too large." On the spot, a public official discussed the possibility of changes and budget review, and a few days later, the adjustment was actually made.
In May 2024, at the Sannae Village Complex 9 Mobile Mayor's Office, citizen Jung Jieun proposed operating a circulator bus in preparation for the opening of the GTX line. She was directly informed of the progress, route completion, and implementation in three separate updates.
The mobile market office of the Good Price Store held on January 11 last year. Provided by Paju City.
Jung stated, "The Mobile Mayor's Office is a bridge that connects the city and its citizens," adding, "This kind of communication must continue."
Mayor Kim Kyungil said, "The goal of administration is to solve the problems of citizens' daily lives," emphasizing, "The essence of administration lies in communication and innovation closely linked to citizens' lives. To do this properly, we must listen to the vivid voices on the ground without distortion and respond with effective policies."
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