Gimpo City Develops In-House Duty Civil Complaint System... Achieves AI-Driven Administrative Innovation

Gimpo City Develops Its Own Duty Civil Complaint Processing System Using Generative AI
Establishing a Smart Response System for Nighttime and Holiday Civil Complaints
Duty Civil Complaint Processing System: In-House Development and Operation Based on Generative AI, Without Outsourcing

Gimpo City in Gyeonggi Province (Mayor: Kim Byungsoo) is accelerating its AI-driven administrative innovation by introducing a web-based automated system for handling civil complaints during nighttime hours and holidays. On December 5, the city announced that it had fully developed and launched the duty civil complaint processing system, "Gimpo 24: From Sun To Moon," in-house without outsourcing, and began official operations on December 1.

This system is a leading example of a self-developed public sector duty civil complaint processing platform. Jeon Seongcheol, an officer in the Information and Communications Division of Gimpo City, independently utilized generative AI technology to handle every stage of development, including web server construction, database architecture design, feature development, information security implementation, and UI/UX design.

Previously, duty work for nighttime and holidays was managed manually, raising concerns about information omissions and the risk of exposing documents containing personal data. The new system has dramatically strengthened personal information protection by introducing encrypted transmission (HTTPS/TLS) and AES-based encrypted data storage technologies.

In particular, by successfully building the system entirely in-house-eliminating the need for an outsourced development budget of at least 30 to 40 million won-the city has not only saved on development costs but also significantly reduced future operational and maintenance expenses. This is being recognized as a representative case of field-driven digital administrative innovation.

Since its introduction, the entire process has been automated, including civil complaint reception, automatic manual lookup, automatic classification of complaints, automatic GIS location display, and automatic generation of Excel and PDF-based reports. The system also integrates real-time weather information through the Korea Meteorological Administration API, instantly sends rapid response messages to field staff, and automatically accumulates and analyzes civil complaint big data, greatly improving both response speed and accuracy.

An on-duty temporary staff member currently working said, "Since the system was introduced, processing speed has increased and the functions are continuously being upgraded, making it much easier to respond to civil complaints. It seems to be the result of continuously incorporating feedback from the field."

Gimpo City plans to further enhance the system by integrating generative AI technology that can be safely used in public institutions, enabling automatic analysis of duty civil complaint content and providing draft response texts. The goal is to establish a comprehensive 'all-weather smart civil complaint response system' that operates seamlessly not only during regular hours but also at night and on holidays.

Furthermore, this direction aligns with the government's ongoing policies to improve the efficiency of duty civil complaint handling and advance digital administration, and is expected to contribute as a model for nationwide adoption in the future.

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