Gwangjin-gu Introduces 'Employee Jury' to Prevent 'Complaint Ping-Pong'

Expecting Effective Handling of Complex Civil Complaints with Unclear Jurisdiction... Problem Solving through Formation and Selection Meetings of Employee Jury Panels in Each Department

[Asia Economy Reporter Jong-il Park] Gwangjin-gu (District Mayor Kim Seon-gap) will introduce and implement the 'Employee Jury Panel' from February 1st to ensure prompt and smooth civil complaint processing.

The district has faced difficulties as the processing of civil complaints, which are unclear as to which department's responsibility they fall under due to the continuously changing social conditions and lack of established systems, has been delayed.

Previously, to handle such complaints, the Audit Officer would first designate a department and then request re-designation, proceeding through review meetings with related departments and designating the processing department, but there were many challenges until the processing department was designated and the complaint was resolved.

Accordingly, the district will operate the 'Employee Jury Panel' system to effectively coordinate complex complaints with unclear jurisdiction, contribute to improving citizen satisfaction with complaint handling, and establish a culture of mutual consideration among departments.

The Employee Jury Panel will be composed of up to 40 members, primarily selected from employees at grade 6 or above with expertise from 38 departments of the district office and health center, excluding the community service centers and the district council secretariat, with additional members recommended by department heads.

In operation, when an agenda arises, the Audit Officer will select 7 members from the Employee Jury Panel (excluding the relevant department) to convene a meeting, and through the meeting, decide the main department responsible for handling the complaint.

Kim Seon-gap, Mayor of Gwangjin-gu, stated, “Once the Employee Jury Panel system, a ping-pong complaint coordination system, is established, the processing time for complex complaints will be reduced, minimizing inconvenience to citizens and greatly contributing to improving satisfaction.”

This content was produced with the assistance of AI translation services.