Jungnang District Responds Swiftly to "Direct Complaint Window to the Mayor," Averaging 2.9 Days for Processing

Operating a Website Bulletin Board and a Dedicated Text Message Phone

Jungnang District in Seoul (Mayor Ryu Kyunggi) announced on January 22 that a total of 2,421 civil complaints were handled last year through the "Direct Complaint Window," which is operated to promptly resolve residents' inconveniences.

Ryoo Kyunggi, Mayor of Jungnang District. Provided by Jungnang District.

The Direct Complaint Window in Jungnang District consists of two channels: the "Suggestions to the Mayor" bulletin board on the district office website and a text message-only mobile phone service that has been in operation since July 2022. The system is designed to enhance accessibility for residents by allowing them to submit complaints without any complicated procedures.

By category, the housing and construction sector, including redevelopment and reconstruction, accounted for the largest proportion at 21%, followed by transportation (13%) and street maintenance (13%).

The district is committed to processing all received complaints promptly. The goal is to handle website bulletin board complaints within four days and text message complaints within 24 hours. Last year, through interdepartmental cooperation, the average processing time for bulletin board complaints was reduced from four days to 2.9 days.

In particular, the "Text Message Complaint Window" has seen high usage, with a cumulative total of 3,046 cases received to date. It has established itself as a practical channel for resident participation, as it receives not only simple reports of daily inconveniences but also policy suggestions and district administration proposals.

Major cases handled include support for installing flood barriers in areas prone to flooding during summer and conducting emergency safety inspections in response to concerns about ground subsidence near construction sites. In addition, the district has responded quickly to daily life issues such as cracking down on illegal parking, maintaining banners, and handling disinfection requests.

This year, the district plans to continue its open administration by listening to residents' voices. Furthermore, the feedback received will be analyzed using big data and utilized as basic data for future district administration operations.

Ryu Kyunggi, Mayor of Jungnang District, stated, "The valuable opinions delivered through the Direct Complaint Window are an important foundation for the development of Jungnang District," adding, "We will continue to do our best to strengthen communication-based administration by listening attentively to residents' voices."

Direct Complaint Window for District Mayor. Provided by Jungnang District Office.