"Call After Work Too"... Ulsan 120 Haewool Call Center to Extend Hours Until 8 p.m. Starting Next Year

Targeting 80% Self-Resolution Rate and 95% Citizen Satisfaction,
Integrated Administrative Services Enhanced
Civil Complaints Can Be Resolved After Work Hours...
Dedicated Communications Officers Designated to Ensure Professionalism

For citizens who can only catch their breath after sunset, the lights of public administration will stay on for two more hours.

Ulsan City will improve the operation system of the "120 Haewool Call Center" starting next year to respond to changing demand for administrative services.

Reflecting the steady increase in civil service inquiries outside of regular work hours due to the rise in dual-income households and office workers, the city will officially implement a revised operation system from January next year to strengthen citizen-focused consultation services.

First, the consultation hours of the 120 Haewool Call Center, which currently operates from 9 a.m. to 6 p.m. on weekdays, will be extended by two hours until 8 p.m. on weekdays.

To achieve this, Ulsan City will introduce a night shift system in which two counselors work in rotation, and will also improve working conditions by pre-arranging work teams and providing overtime pay.

Additionally, measures to improve the efficiency of civil complaint processing will be implemented in parallel.

To minimize the transfer of simple and repetitive inquiries to field departments, Ulsan City will strengthen the analysis of transferred cases and gradually secure access rights to major administrative systems with high consultation demand, such as water bill payments and the Child Culture Pass.

Furthermore, by designating a dedicated communications officer for each department to promptly update consultation materials, the city aims to raise the self-resolution rate of civil complaints at the call center to over 80%.

Quality management of consultations will also be enhanced. Regular, specialized, and customized training will be systematically provided, while counselors will be given the authority to forcibly end abusive calls and will have access to psychological support programs.

In addition, based on the results of citizen satisfaction surveys, outstanding counselors and dedicated communications officers will be rewarded to boost morale and professionalism among consultation staff.

A city official stated, "The 120 Haewool Call Center has been selected as an 'Excellent Call Center for Quality Index' by the Korean Standards Association for 11 consecutive years and serves as Ulsan's representative civil service window. Through this operational improvement, we aim to provide a truly one-stop consultation service that allows citizens to resolve their questions anytime, anywhere."

Prior to implementing the improvements, Ulsan City will conduct both online and offline promotions, and in the first half of 2026, will continuously monitor operational performance by surveying consultation results and citizen satisfaction.