Gokseong-gun Enhances Resident Satisfaction by Fostering a Vibrant Public Service Atmosphere

Administrative Services That Make Residents Happy, Starting with Efficient and Friendly Public Service Culture

Phone Courtesy Monitoring Conducted Twice in May and July

[Asia Economy Honam Reporting Headquarters, Reporter Heo Seonsik] Gokseong-gun, Jeollanam-do (Governor Yoo Geun-gi) announced on the 10th that as a result of efforts to create a vibrant internal atmosphere within the public office, the satisfaction of residents with administrative services has increased.

In May and July, Gokseong-gun conducted telephone courtesy monitoring twice. As a result, a total score of 286 points was obtained in May, and 310 points in July, showing a significant increase in evaluation scores within two months. The monitoring was conducted by dividing the telephone response situation into four stages (Greeting-Response-Closing-Perceived Satisfaction). Specifically, the greeting stage increased from 87 points in May to 93 points in July, the closing stage from 25 points to 41 points, and perceived satisfaction from 80 points to 84 points. However, the response stage slightly decreased from 94 points in May to 92 points in July.

Gokseong-gun views the institution-wide efforts to revitalize the internal public office atmosphere as the cause of the improvement in telephone courtesy satisfaction. They foresee that the positive perception of employees toward their workplace changes their attitude toward residents, ultimately enhancing the quality of administrative services.

To this end, starting this year, morning courtesy broadcasts have been conducted three times a week for employees. By storytelling various positive effects brought by courtesy, courtesy naturally takes root in the hearts of employees.

Additionally, the entire institution is promoting the Courtesy 4S Campaign to foster a culture of courtesy. The 4S campaign is an internal campaign of Gokseong-gun, with the acronym standing for Stand up, Smile, Say yes, Say good-bye, which means standing up to greet visitors, responding with a bright smile, treating visitors positively, and concluding with a farewell greeting.

Moreover, efforts have been made to improve organizational culture so that employees can fully demonstrate their abilities and work joyfully. The expectation is that a good workplace atmosphere will create highly satisfactory administrative services. A representative example is the mentor-mentee system. Senior public officials and new officials are paired as mentors and mentees, where seniors pass on work know-how to juniors, and juniors inspire seniors with their initial enthusiasm and passion.

A, a public official working in Gokseong-gun for six months, evaluated the mentor-mentee system by saying, “In general private companies, seniors and juniors naturally transfer know-how while working on projects together, but public officials had difficulties acquiring work skills on their own without such a system. The mentor system has been a great help. By exchanging opinions on points I hadn’t considered, it seems possible to create more effective policies.”

Furthermore, since March this year, Gokseong-gun has been operating a visiting personnel counseling office for employees. The goal is to create an effective, well-performing organization by collecting various opinions from employees, ranging from personnel counseling to organizational management. Employees have responded that internal communication has become smoother, and they feel their autonomy in carrying out tasks has increased, which is satisfying.

An official from the county stated, “We believe that a flexible and non-rigid public office society will provide more creative and effective administrative services for residents. We will continue to promote various policies to establish a culture of competent and courteous public service so that residents can trust the administration.”

Asia Economy Honam Reporting Headquarters, Reporter Heo Seonsik hss79@asiae.co.kr

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