Gwangjin District Ranks First in On-Site Civil Complaint Processing Rate on Seoul Eungdapso

98.18% Resolved Within Deadline
Three Consecutive Years of Improvement Under the 8th Term of Popularly Elected Local Administration

Gwangjin District in Seoul (District Mayor Kim Kyungho) ranked first among all districts and institutions in Seoul, recording a 98.18% on-site civil complaint processing rate in the Seoul Metropolitan Government’s Eungdapso evaluation.

Kim Kyungho, Gwangjin District Mayor. Provided by Gwangjin District Office.

The Seoul Eungdapso is a system that receives and processes civil complaints directly related to residents’ daily lives, such as illegal parking, damage to road facilities, illegal dumping of garbage, and maintenance of sewer facilities, with most cases required to be handled within 24 hours. This evaluation ranked districts based on the proportion of complaints processed within the deadline out of all complaints received. Gwangjin District processed 116,005 out of a total of 118,159 cases within the deadline, achieving the top score.

Notably, since the launch of the 8th popularly elected local administration, the district has raised its ranking for three consecutive years. Gwangjin District’s on-site civil complaint processing rate increased step by step, from 5th place in 2023 (97.17%), to 3rd place in 2024 (97.38%), and to 1st place last year (98.18%). The fact that the processing rate improved even as the number of complaints surged from around 80,000 to the 110,000 range is being evaluated as more than a simple improvement in administrative efficiency; it is seen as a structural change in the overall system.

Gwangjin District operates a virtuous-cycle management structure that inspects the entire process of civil complaint handling before, during, and after processing every month. It identifies shortcomings in each responsible department and provides feedback, while ensuring that improvements are actually reflected in day-to-day work. The district is also running a system in which all employees go out into the field under the initiative called “Good Friend” to proactively identify complaints and take direct responsibility from receipt through to resolution.

In addition, the district provides 1 to 2 practical training sessions per year for Eungdapso on-site civil complaint officers so that they can fully understand how to operate the Eungdapso system and the standards for checking delayed processing.

District Mayor Kim Kyungho said, “This is the result of an administrative philosophy that puts the inconvenience of each and every resident first,” adding, “We will continue to further advance resident-oriented, everyday-life-focused administration so that civil complaints are resolved as quickly as possible in our city.”