The Secret Behind the Military Manpower Administration's High Customer Satisfaction... Employees' 'Self-Customer' Evaluation

Board of Audit and Inspection Reveals Operation Status of National Petition Satisfaction Evaluation... "At Least 1,000 Cases Are Self-Petitions, by Themselves or Under Alias"

[Asia Economy Reporter Ryu Jeong-min] The Board of Audit and Inspection has released an audit report revealing that Military Manpower Administration employees submitted 'self-complaints' under their own names or pseudonyms to artificially boost civil complaint satisfaction ratings to the highest level.

On the 26th, the Board of Audit and Inspection disclosed the 'Operation Status of Civil Complaint Satisfaction Evaluation on the National Sinmungo.'

According to the Board of Audit and Inspection, the Military Manpower Administration was selected as the best institution in the 2017 Comprehensive Civil Service Evaluation (hosted by the Ministry of the Interior and Safety) and ranked first among central administrative agencies in 2018 while handling complaints received through the National Sinmungo.

The Board of Audit and Inspection stated, "Upon reviewing the handling of complaints on the National Sinmungo by the Military Manpower Administration in 2017 and 2018, it was confirmed that out of 8,622 complaints, at least 1,000 were submitted by affiliated employees under their own names or pseudonyms with the purpose of raising the civil complaint satisfaction scores reflected in the evaluation to the highest grade (these complaints are referred to as 'self-complaints')."

The Board of Audit and Inspection pointed out, "The Seoul Regional Military Manpower Administration assigned 170 self-complaints to department employees in 2017, and through more than 369 self-complaints, distorted the civil complaint satisfaction score by more than 10 points," adding, "In 2018, the Military Manpower Administration, which should have been ranked below 11th place, was selected as first place, thereby undermining the fairness of the comprehensive civil service evaluation."

The Board of Audit and Inspection also stated, "The Military Manpower Administration Commissioner was made aware that affiliated employees submitted complaints on the National Sinmungo, causing distortion in the civil complaint satisfaction ratings in the comprehensive civil service evaluation, but neglected to address this. Those responsible were requested to be disciplined (suspension) under Article 82 of the State Public Officials Act, and were warned to thoroughly manage and supervise through future inspections."

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