Gangseo-gu Processes Civil Complaints Swiftly... 140,000 Cases Handled This Year

Response Center On-site Civil Complaint Evaluation 3rd Place Among 25 Districts
Proactive Response Through Activation of 'My Local Guardian'

Gangseo-gu, Seoul (Mayor Jin Gyo-hoon) was ranked 3rd among the 25 autonomous districts of Seoul in the ‘2024 On-site Civil Complaint Autonomous District Operation Performance Evaluation’.

‘On-site Civil Complaints’ is an online channel through which residents report inconveniences they experience in daily life via the 120 Dasan Call Center, Seoul Smart Complaint Reporting App, and others. The received complaints are handled by the relevant district office departments, and the results are communicated back to the residents.

Gangseo-gu conducted a "My Local Guardian" capacity training session in the district office's underground comprehensive situation room last May. Provided by Gangseo-gu.

This evaluation, conducted by the Seoul Metropolitan Government, was based on three categories and seven indicators: on-site complaint handling status, operation of ‘My Local Guardian,’ and participation efforts. The district received high marks for promptly resolving residents’ inconveniences and proactively preventing issues through ‘My Local Guardian.’ As of the end of November this year, 140,024 on-site complaints were handled, with an average processing time of 8 hours and 37 minutes. This performance significantly surpasses the average of 81,610 complaints and 15 hours and 51 minutes processing time among the 25 autonomous districts.

To achieve this, the district continuously made efforts to increase complaint handling rates by conducting monthly monitoring of the response center and training for those responsible for processing complaints. Additionally, the number of ‘My Local Guardian’ members, composed of residents well aware of local vulnerabilities, was expanded from 200 to 268, actively identifying safety hazards. Through this, a total of 8,385 on-site complaints were reported, a significant increase compared to 3,315 reports the previous year.

Gangseo-gu’s unique specialized projects to revitalize the operation of ‘My Local Guardian,’ such as joint patrols with the guardians and awards for outstanding guardian activities, stood out. Furthermore, the district improved in most evaluation indicators compared to the previous year by promoting easy complaint reporting through social networking services (SNS) such as blogs, Instagram, and Facebook.

Mayor Jin Gyo-hoon stated, “The response center is an important communication channel to identify residents’ inconveniences occurring in every corner of the district and to gather their opinions. We will continue to do our best to create a safe and pleasant Gangseo-gu by not overlooking even minor inconveniences.”

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