Mapo District Handles 8,254 Civil Complaints Through "365 Resident Communication Phone" Over Three Years

Civil Complaints Accepted via Text Messages
On-Site Mayor's Office Convened Over 600 Times

Mapo District in Seoul (Mayor Park Gangsu) announced on January 23 that the "365 Resident Communication Phone" has established itself as a communication channel with residents, having received a total of 8,254 civil complaints from the start of its operation in August 2022 through December 31 of last year.

Park Gangsu, Mayor of Mapo District, is providing information about the 365 Resident Communication Phone. Provided by Mapo District.

The "365 Resident Communication Phone," created for digitally vulnerable groups, is a civil complaint submission method in Mapo District that allows residents to easily send reports of inconveniences or suggestions via text message. It has been well received for enabling residents to submit their opinions quickly and conveniently at any time and from any location, without the need to visit administrative offices in person.

The district responds to general civil complaints within three days, and for matters requiring longer review, they are managed separately with updates provided on their progress.

Through the 365 Resident Communication Phone, 1,583 complaints were related to transportation and construction, 1,572 to housing and architecture, 1,439 to welfare and education, 1,180 to general administration, and 899 to sanitation administration. Many of the complaints were closely related to daily life, such as road and sidewalk repairs, illegal parking, reports of construction site hazards, and welfare consultations.

In one case, when a request was submitted for sink repairs in a basic livelihood recipient household, the district provided guidance on how to receive support by connecting the "Seoul Hope House Repair Project" and the "Housing Counseling Center’s Housing Management Service."

For complaints that require on-site verification, staff from the relevant department directly inspect the site. For important issues, the "On-Site Mayor’s Office" is convened, where the mayor, relevant directors, responsible departments, and related offices gather at the site to find solutions together.

Through the On-Site Mayor’s Office, various improvements to the living environment have been made, such as enhancing school routes, creating barrier-free roads, and establishing resident-priority parking lots, bringing changes to residents' daily lives. The On-Site Mayor’s Office is convened not only to listen to and verify complaints, but also for safety inspections, preventive measures, and gathering resident feedback, and has been held more than 600 times so far.

Meanwhile, the district operates an "Integrated Civil Complaint Board" to efficiently manage complaints received through various channels such as the "365 Resident Communication Phone," "Listening to Residents," "Response Center," and "Phone/Visit Complaints." With a system that provides an overview of all complaints, the entire process-from complaint submission to instruction delivery, handling, and result confirmation-has become more accurate and faster.

Mayor Park Gangsu stated, "The voices of our residents are the compass of administration," and added, "We will continue to provide warm and responsible administration that does not overlook even the smallest complaint."