Gurye-gun Achieves 99% Resolution Rate in Civil Complaints... High Satisfaction with Civil Service

Approaching Residents Through Civil Complaint Processing Innovation

[Gurye=Asia Economy Honam Reporting Headquarters, Reporter Yuk Miseok] Customer-oriented civil complaint handling in Gurye-gun, Jeollanam-do (Governor Kim Sunho) is standing out.

On the 28th, Gurye-gun announced that the total number of civil complaints processed until the end of last year was 91,580 cases, including 44,443 general complaints, 11,599 counter complaints, 103 passport complaints, 13,706 complaints via unmanned civil complaint issuance machines, and 21,729 internet complaints, with an average of 274 complaints handled daily.

General complaints remained at last year’s level, but unmanned complaints through unmanned civil complaint issuance machines increased threefold.

The main reason was analyzed by the county as an increase in non-face-to-face complaints due to COVID-19 and the additional installation of unmanned civil complaint issuance machines at Sandong-myeon Office.

Relatively, passport complaints decreased by more than half due to national quarantine guidelines, overseas travel cancellations, and mandatory quarantine periods.

Looking at the monthly civil complaint processing performance, the highest number of complaints was processed in July with 4,819 cases.

Regarding the processing status, 99% of received complaints were resolved, and cases of rejection, refusal, or dismissal accounted for only 0.12%, which is interpreted as the county’s customer-oriented civil complaint handling process being effective by considering and resolving issues from the residents’ perspective.

In particular, this year, the friendliness in civil complaint satisfaction has greatly improved compared to last year.

When criticism about the unfriendliness of the civil complaint department was raised externally in January this year, the deputy governor chaired a diagnosis of the civil complaint handling status and implemented strong friendliness measures.

A dedicated civil complaint guidance staff has been assigned to provide guidance throughout the entire process from visit to farewell.

When a complainant enters, their purpose of visit is confirmed and they are guided to the responsible service counter; assistance is provided to those who have difficulty using the unmanned civil complaint issuance machines or the electronic map system.

To enhance public service capabilities, job training and friendliness education are conducted, and efforts are made to create a friendly environment by maintaining civil complaint manuals for socially vulnerable groups, providing braille guidebooks, magnifiers, and other convenience devices.

Additionally, the county checks and inspects the status and operation of received complaints every month to improve the quality of civil administrative services and protect the rights and interests of residents.

On the county website’s ‘Let’s Praise’ corner, compliments for friendly civil complaint office staff are posted.

A netizen A, who posted on ‘Let’s Praise,’ wrote, “The detailed explanation over the phone about the application form and processing procedures related to work, as well as follow-up explanations on questions, is the result of empathetic administration that considers and communicates from the complainant’s perspective.”

A civil complaint office official said, “We will continue to reflect on whether the results of civil administrative processing are satisfactory, and with a humble heart, provide civil administrative services that consider and empathize from the perspective of local residents.”

Gurye=Asia Economy Honam Reporting Headquarters, Reporter Yuk Miseok kun5783@asiae.co.kr

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