97% Processing Rate... Hwaseong City's Distinctive Daily Civil Complaint Handling System Draws Attention

"Comprehensive Administrative Observation System" Proactively Identifies and Addresses Civil Complaint Factors
"Daily Inconvenience Help QR" Streamlines Complaint Submission and Processing

Hwaseong City in Gyeonggi Province is drawing attention for improving administrative efficiency by introducing a differentiated daily civil complaint management system. By implementing measures such as the "Comprehensive Administrative Observation System" and the "Daily Inconvenience Help QR," the city proactively identifies civil complaint factors and streamlines processing procedures, earning positive feedback from citizens.

According to Hwaseong City on October 15, as of the end of September, the city received and processed 5,747 daily inconvenience complaints through the Comprehensive Administrative Observation System and the Daily Inconvenience Help QR. During this period, 3,947 cases were handled through the Comprehensive Administrative Observation System, and 1,800 cases were processed via the Daily Inconvenience Help QR. The average processing rate through these systems reached 97%.

The Comprehensive Administrative Observation System is a program in which public officials proactively address inconveniences they identify during daily activities such as commuting or business trips. To facilitate this, the city established a dedicated department, the Comprehensive Administrative Observation Office, in July.

The areas of observation cover 55 types across 7 categories: roads, transportation facilities, waste, green parks, illegal enforcement, advertisements, and others. The entire process is managed in real time through the internal public official system called "Saeol Administrative System." To encourage active participation, the city also provides incentives to outstanding employees and departments.

In addition, the city operates the "Daily Inconvenience Help QR," a citizen participation platform that allows anyone to easily report everyday inconveniences using a single QR code. This system simplifies the complaint submission process and provides intuitive responses, replacing the previously complicated civil complaint procedures. Depending on the result of the complaint processing, up to 500 points in local contribution mileage are also awarded.

Kang Laehyang, the head of Hwaseong City's Comprehensive Administrative Observation Office, stated, "The Comprehensive Administrative Observation System and the Daily Inconvenience Help QR are more than just civil complaint systems; they are the starting point for changes that citizens can truly feel." Kang added, "We will continue our efforts to create an environment where citizens can live without inconvenience."

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