Over 120,000 Complaints Handled
with an Average Processing Time of 9 Hours
Gangseo-gu, Seoul (District Mayor Jin Kyohun), announced on the 16th that it received the Excellence Award (2nd place) among the 25 districts in Seoul in the "2025 On-Site Civil Complaints District Performance Evaluation." Following last year's third place, Gangseo-gu was selected as an excellent institution for the second consecutive year, proving the excellence of its field-oriented administration and resident-participatory civil complaint response system.
On a joint civil-government patrol in Hwagok6-dong last June, the condition of the rainwater inlet dredging was being checked. Provided by Gangseo-gu.
The "On-Site Civil Complaints" service allows residents to report everyday inconveniences through the 120 Dasan Call Center or the "Seoul Smart Complaint Report" app. The responsible department then immediately checks and addresses the issue on-site and provides feedback on the resolution. The service covers 73 items across 12 fields closely related to citizens' daily lives, including cleaning, roads, transportation, and safety.
Seoul City comprehensively evaluated district performance based on three main criteria and seven detailed indicators: on-site complaint handling status, operation of the "My Neighborhood Guardian" program, and efforts to encourage resident participation.
Gangseo-gu received higher evaluations in all categories compared to last year. As of the end of November this year, the district had received a total of 124,273 on-site complaints, significantly exceeding the Seoul district average of 97,981 cases. Despite the high volume of complaints, the average processing time was 9 hours and 46 minutes (compared to the district average of 15 hours and 2 minutes), demonstrating its prompt response capabilities.
The district conducted monthly planned patrols, focusing on areas with high levels of inconvenience and safety risks. It also strengthened on-site inspections in areas that residents are particularly sensitive to, such as school routes, bicycle paths, park facilities, and wildfire-prone zones.
The resident participation-based "My Neighborhood Guardian" program was also cited as a major achievement. The district increased the number of guardians from 200 in 2023 to 276. This year, the number of reports submitted by guardians reached 9,474 cases.
Jin Kyohun, Mayor of Gangseo-gu, stated, "This award is a valuable achievement resulting from Gangseo-gu's efforts to find answers in the field and solve problems together with residents. Moving forward, we will listen even more closely to each and every resident and realize 'strong administration on the ground' that quickly and reliably resolves everyday inconveniences."
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