Icheon City Analyzes 39,000 National Petition Portal Complaints for 2025... Transportation Issues Dominate

Icheon City in Gyeonggi Province (Mayor Kim Kyunghee) announced on April 15 that it will conduct a big data analysis of 39,120 civil complaints submitted through the National Petition Portal in 2025 and use the findings to improve citizen-centric administrative services.

Aerial view of Icheon City Hall. Provided by Icheon City

The purpose of this analysis is to systematically identify the characteristics of civil complaint occurrences and the current status of administrative responses by comprehensively reviewing various factors, including region, age, application channel, complaint type and processing period, and satisfaction results.

The analysis of National Petition Portal complaint data revealed that transportation accounted for the highest proportion of all complaints at 68.9%. Among these, complaints related to illegal parking and stopping made up 58.2%, confirming it as a major cause of complaints.

The data showed that complaints tended to be concentrated in May and November, and that certain areas, such as Bubal-eup, experienced higher volumes. Most complaints (83.3%) were submitted via the Safety e-Report platform, and the majority of complainants were men in their 30s to 50s. The average complaint processing period was 5.3 days, which is 2.6 days shorter than the previous year's 7.9 days. However, some discrepancies in processing times between departments were observed.

The complaint satisfaction survey showed that only 361 cases, or 0.92% of the total 39,120 complaints, were classified as "dissatisfied," indicating a very low dissatisfaction rate. Nevertheless, Icheon City plans to thoroughly examine even these small numbers of dissatisfaction cases and provide feedback on issues that could be addressed through institutional improvements.

The results of this analysis are expected to be utilized in developing policies such as strengthening enforcement in areas with frequent transportation-related complaints, taking preemptive measures during periods of high complaint volume, enhancing digital complaint accessibility, and improving the quality of complaint responses.

Kim Kyunghee, Mayor of Icheon City, stated, "We have systematically analyzed the factors causing citizen inconvenience based on complaint data," and added, "We will reflect the analysis results in our policies to increase citizen satisfaction."

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