Goyang City Communication and Cooperation Officer On-Site Response Team Conducts Comprehensive Survey of Unresolved Complaints in 44 Districts

Proactive Response to Daily Complaints Including Identification of Potential Conflict Issues... Implementing 'Citizen-First Communication Governance'
New 'Daily Complaints Submission Board' Established on Intranet... Enhancing Efficiency of On-Site Complaint Handling
Mayor Lee Dong-hwan: "Citizens' Issues Are My Issues... Active Attitude of Staff Is Crucial"

Goyang Special City is holding a meeting as the newly established On-Site Response Team of the Communication and Cooperation Officer, created last September, prepares to conduct a comprehensive survey of unresolved civil complaints in 44 neighborhoods of Goyang City.

The Goyang Special City in Gyeonggi Province (Mayor Lee Dong-hwan) has launched a field response team (TF) under the newly established Communication and Cooperation Officer in September, initiating a comprehensive survey of unresolved civil complaints across 44 neighborhoods in Goyang City and officially starting proactive complaint management.

According to Goyang City on the 15th, the goal of this comprehensive survey is to prevent the escalation of conflicts into group disputes by identifying not only urgent complaints that require immediate resolution but also those with a high potential for latent conflicts.

Established on September 2nd as part of the second half of 2024 personnel follow-up, the field response team works closely with neighborhood-level civil complaint officers who directly listen to residents’ voices on-site to resolve inconveniences citizens face in daily life.

Park Sang-hee, the Communication and Cooperation Officer, explained, “While our department previously focused on post-conflict management, the establishment of the field response team now enables us to handle preemptive conflict responses as well, equipping us with both wings to realize a ‘citizen-first communication administration.’”

The field response team plans to complete the preliminary comprehensive survey by the 30th and conduct on-site investigations of major complaints by November 15th to review urgent and potentially conflicting complaints.

Complaints identified as complex with complicated stakeholder interests will be managed intensively by sharing all progress in real-time among neighborhood civil complaint officers, relevant department officials, and the field response TF team, considering the nature of each case.

Additionally, the field response team will diversify channels for on-site complaint responses.

First, if a complaint arises in any of the 44 neighborhoods that requires city-level intervention, it can be immediately reported to the field response team to enable joint action.

To promote efficient complaint resolution, an internal administrative bulletin board named ‘FieldComplaint25 (tentative)’ has been established, serving as a reception and management window for neighborhood civil complaint officers to handle daily complaints.

The system is designed to compile various statistical data in real-time and systematically manage the progress of all received complaints, aiming to maximize both convenience and efficiency.

Mayor Lee Dong-hwan emphasized, “I am very hopeful as a good foundation has been laid to swiftly resolve citizens’ daily complaints. More importantly, public officials must adopt an empathetic attitude, recognizing that citizens’ issues are their own.”

He continued, “Now that an interdepartmental collaboration and sharing system for efficient complaint resolution is in place, all public officials should take a more proactive stance to realize a truly citizen-first communication administration.”

Meanwhile, alongside the comprehensive survey of unresolved complaints in 44 neighborhoods, the field response team plans to visit three district offices from the 14th to the 21st, starting with Ilsandong-gu Office, to seek cooperation for smooth survey operations and explain the ‘FieldComplaint25’ system and future schedules.

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