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The Complaints Information Analysis System and the Alarm System
Anti-Corruption & Civil Rights Commission

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
The national consciousness in the citizens of the Republic of Korea has been improved, thanks to the development of information and communications technology (ICT), rapid economic growth, and liberal democracy. Consequently, they promptly respond to the government’s policies, and demonstrate their opinions by filing complaints. However, the Korean government, even if Korea is an ICT powerhouse, had not been able to respond to their voices promptly, due to the following problems: 1) Absence of a comprehensive complaints analysis system: There had been no system for comprehensively analyzing complaints arising in different fields and regions, leading to inefficient administrative services. - Current society is diversified and subdivided both economically and socially, and people’s desires and interests are complex. Hence, complaints, which used to be simple and separated, are now filed collectively against many governmental organizations in diverse fields and regions. - However, each administrative agency had found it difficult to figure out overall complaints, other than those complaints under its jurisdiction, and thus had been unable to devise fundamental measures. Even the governmental bodies controlling governmental policies had faced complexity and failed to accurately grasp the diffusion and status of complaints and requests. Comprehensive measures were delayed, and filing of the same complaints was repeated, ending in a vicious cycle of inefficient administrative services. 2) Insufficient incorporation of citizens’ voices into policies: Citizens’ desires had not been fully incorporated into national policies and projects, leading to social conflicts. - The increasing number of conflicts between the government and residents and even among residents are leading to the rise of social costs as central and local government push through with their policies and projects. (As of 2010, Korea’s social conflict index was 0.72, the second highest among 27 OECD countries. The annual economic loss caused by social conflicts is estimated at KRW 246 trillion, according to Samsung Economic Research Institute.) 3) Inadequate early measures to handle damages and citizen issues: Despite the increase in complaints related to new and various types of financial fraud, the government had been unable to provide early measures, leading to many problems. - For example, new and various types of financial fraud perpetrated through the Internet and smartphones, such as memory hacking and smishing, have arisen, leading to significant financial loss among the citizens. However, the government has only provided belated responses, snowballing damages done to citizens as well as resulting in distrust in the government. (28,469 smishing cases, and KRW 5.45 billion damage in 2013)

B. Strategic Approach

 2. What was the solution?
1) Proposals of the Anti-Corruption and Civil Rights Commission (ACRC) to solve the problem: The ACRC is an Ombudsman of Korea in charge of resolving complaints. The ACRC, in order to solve problems related to the “absence of a comprehensive complaints analysis system,” “insufficient incorporation of citizens’ voices into policies,” and “inadequate early measures to handle damages and citizen issues,” started seeking measures to establish an “early response system to citizen issues using big data on complaints.” - Korea, using its advanced ICT, unified all online complaints filing windows that were scattered across each administrative organization’s website, and opened “e-People” in the mid 2000s. Approximately 3.6 million complaints cases were filed annually, forming big data, but it was not appropriately utilized for establishing and executing national policies. - The ACRC took the lead to establish an “early response system to citizen issues using big data on complaints” so that damages and social conflicts occurring to citizens might be resolved at an early stage by comprehensively analyzing citizens’ voices contained in big data, and incorporating them into the governmental policies promptly and accurately. 2) Solution: Establishment of the early response system to citizen issues using big data on complaints a) [1st stage] Establishment of the complaints information analysis system: The ACRC has promoted the establishment of a complaints information analysis system since 2008 for a comprehensive analysis of big data on complaints. - The complaints information analysis system is an administrative system supporting a comprehensive analysis of big data on complaints filed to all governmental organizations, so that they can be incorporated into the political decision making process. - The complaints information analysis system proposed by the ACRC in 2008 was selected as one of the e-government projects. A consultative group of the governmental and private experts participated, and its establishment was determined upon. A three-stage project was promoted from 2010 to 2012, paid for from the government’s budget for establishing the e-government. b) [2nd phase] Mutual utilization of the analysis system of all government bodies: A list of organizations for mutual utilization has been expanded every year since 2012 by which time the establishment of the complaints information analysis system had almost reached its completion, so that analysis of complaints concerning a certain central or local government could be incorporated into the political decision making process. - Starting with 20 organizations on the list for mutual utilization in 2012, 42 organizations were listed in 2013. - Local government demand for the analysis system is on the gradual increase. In 2014, All 17 Offices of Education started mutual utilization, and 6 local governments are now in mutual utilization. Our goal is to include all local governments by 2015. c) [3rd phase] Complaints alarm system using big data on complaints: Complaints are becoming more complex and diversified, and arising collectively from different fields and regions related to multiple organizations. An individual organization familiar only with the complaints under its jurisdiction finds it difficult to ascertain the overall circumstances and promptly respond. The ACRC, in order to overcome this challenge, introduced the complaints alarm system using big data on complaints in 2014. - The complaints alarm system utilizes big data on complaints, monitors complaints in real time that constantly occur in a certain period of time, and issues an alarm. The system contributes to implementing fast and comprehensive measures on a governmental level. - An organization to which an alarm is issued must take the necessary steps following an administrative procedure. In the case that a problem cannot be solved by a single organization, relevant organizations cooperate to devise government-wide measures.
 3. How did the initiative solve the problem and improve people’s lives?
1) Paradigm shift in the public administration by big data: It is meaningful that the initiative of the ACRC brought about a paradigm shift in public administration by grafting big data on complaints onto the government's one-way political decision making process of the past. The establishment of the complaints information analysis system and mutual utilization among the government bodies have contributed to creating a situation in which the citizens’ voices can be appropriately heard during the political decision making process. The complaints alarm has also helped to resolve the inconveniences and complaints of the citizens at an early stage. 2) The world’s first comprehensive complaints analysis system on big data: The complaints information analysis system is very unique in its capability of real-time data accumulation and analysis of all government bodies. It is also innovative in its mutual utilization of a single analysis system among different government bodies. 3) Introduction of an unprecedented complaints alarm system: An alarm system used to be limited to weather conditions in the past, but it was newly introduced in the complaints system in order to grasp the inconveniences experienced by citizens at an early stage, thus to more promptly devise government-wide measures.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
1) [1st phase] Generation of big data on complaints (From 2005): The e-People opened in 2005 by unifying online complaints windows of different governmental organizations, and the 110 Call Center is merging complaints call centers by stages. As of 2013, approximately 3.6 million complaints cases are accumulated annually in big data. 2) [2nd phase] Establishment of the complaints analysis system (From 2008 to 2012): The complaints analysis system was proposed in 2008, after a two-year feasibility study, and was selected as one of the e-government projects. The establishment and enhancement of the system took place from 2010 to 2012. a) In 2010: Established infrastructure for analyzing big data on complaints(KRW 1.66 billion) b) In 2011: Established a foundation for mutual utilization of the complaints analysis system among different governmental bodies( KRW 1.37 billion) c) In 2012: Enhanced complaints analysis functionality ( KRW 920 million) 3) [3rd phase] Support for the political decision making process using the complaints information analysis system (From 2013): A foundation for mutual utilization among different government bodies was established in 2011, and the list of government bodies that may utilize the information has been expanding since 2012. The analysis of complaints related to the government’s major policies is provided to relevant organizations so that the citizens’ voices can be incorporated into policies. a) Expanding a list of user organizations: The list included 20 organizations in 2012, and expanded to 42 central governmental organizations in 2013. All 17 Offices of Education and 6 local governments started mutual utilization in 2014, and our goal is to include all local governments by 2015. b) Improving the analysis and utilization of complaints related to major policies: Complaints related to major policies, such as national projects, regulatory reform, and public safety, have been analyzed and provided to relevant organizations since 2012. Also, search and analysis function of complaints related to national projects has been available since 2014 so that the citizens’ voices can be heard in the promotion of national projects. 4) [4rd phase] Operation of the complaints alarm system using big data (From 2014): All central government bodies started using the complaints information analysis system in 2013, and incorporated analyzed data into their political decision making process. When complaints were filed against many organizations at the same time, however, it was difficult to grasp the overall circumstances, and thus to properly respond. The ACRC, in order to overcome this challenge, introduced the complaints alarm system using big data in 2014. - The complaints alarm system using big data follows the following process: a) Complaints monitoring: The complaints information analysis system is utilized for real-time monitoring of complaints. If complaints are filed beyond a certain standard and continue without resolution for a certain period of time, an alarm will be issued. b) Alarm issuance: An alarm will be issued in three levels according to the intensity and condition of complaints. The first level is “Attention” if multiple cases or a sign of collective complaints arise. The second level is “Caution” if there is a constant increase of cases or a sign of complaints diffusion. The third level is “Warning” if the scale of cases seems serious or a sign of rapid complaints diffusion arises. c) Sharing of alarm and response: The government shares an alarm via an electronic official document and the complaints information analysis system in real time. Once an alarm is issued, relevant organizations will take the necessary steps by following an established procedure, and will report it to the ACRC. The ACRC will constantly monitor whether complaints are resolved after implementation of the measures.
 5. Who implemented the initiative and what is the size of the population affected by this initiative?
1) Generation of big data on complaints: Korean citizens - This project could be implemented, thanks to big data accumulating approximately 3.6 million complaints cases every year. Hence, the biggest contributors have been Korean citizens themselves, who provided ideas for improving policies and administration in the form of online complaints. 2) Establishment of the complaints information analysis system: ACRC, Ministry of Security and Public Administration (MOSPA), National Information Society Agency (NIA), Daumsoft Inc. - The ACRC proposed the establishment of the comprehensive complaints analysis system on big data, and is in charge of managing and operating the system. The MOSPA supported the budget for establishing e-government; the NIA provided technical support; and Daumsoft Inc. participated in system establishment and maintenance. 3) Incorporation of citizens’ voices into policies: ACRC, administrative organizations of various levels - The ACRC contributed to laying a foundation on which the citizens’ voices could be incorporated into policies through establishing and operating the complaints information analysis system, initiating techniques in complaints analysis, and consultation. Administrative organizations of various levels utilize the complaints information analysis system to incorporate citizens’ opinions into their political decision making process. 4) Complaints alarm system utilizing big data: ACRC, administrative organizations of various levels - The ACRC reported to the Korean president in 2014 on its plans to introduce the complaints alarm system utilizing big data, and to grasp and respond to the citizens’ difficulties and distress at an early stage. The Commission also requested the interest, cooperation, and participation of all organizations for the successful operation of the complaints alarm system in a cabinet meeting. The complaints alarm system has been established itself as an effective complaints resolution system to help resolve any inconveniences and damages experienced by citizens through systematic cooperation between the ACRC and administrative organizations of various levels.
 6. How was the strategy implemented and what resources were mobilized?
1) Financial resources: KRW 4.7 billion - The government has spent KRW 3.95 billion of its budget into the development and establishment of the complaints information analysis system from 2010 to 2012. The budget was appropriated to support the introduction of Korea’s e-government project, because the establishment of the complaints information analysis system proposed by the ACRC was finally chosen as a part of the MOSPA’s e-government project in 2008. - After the complaints information analysis system was successfully developed and established in 2012, a general account budget of KRW 750 million was additionally injected into system maintenance between 2013 and 2014. 2) Technical resources: Advanced data mining and real-time series analysis technologies - The initiative employs an advanced data mining technology for analyzing meaningful information using natural language-based unstructured complaints data. It also utilizes a real-time series analysis technique and a keyword clustering solution in order to analyze the accumulating big data on complaints. 3) Human resources: 28 dedicated employees from 3 divisions, and 5 external technicians - The ACRC, in order to accumulate big data on complaints and operate the analysis system, has allocated 28 dedicated employees from 3 divisions: 12 from the e-People Division for operating online civil complaints data gathered through e-people; 9 from the 110 Call Center for operating the government-run civil service center; and 7 from the Complaints Information Analysis Division for analyzing big data on complaints accumulating via e-People and the 110 Call Center. - Five technical experts from Daumsoft Inc. are providing technical support for the maintenance and operation of the complaints information analysis system using advanced data mining technology in a business partnership with the ACRC.
 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
1) Mutual utilization of the complaints information analysis system could save the government KRW 270 billion - A total of KRW 4.7 billion of the government budget has been spent on the establishment and operation of the comprehensive complaints analysis system on big data. If 41 central governmental organizations, excluding the ACRC, and 17 Offices of Education are to build an identical system of its own, it would require a total of KRW 272.6 billion. However, mutual utilization of a single system among those organizations would cut government spending by about KRW 270 billion. - Furthermore, expanding mutual utilization of the complaints information analysis system to include all local governments would save the government several hundreds of billion KRW. 2) The complaints alarm system using big data shortened the complaints resolution period by half - Since the complaints alarm system was introduced in March 2014, a total of 38 alarms had been issued as of October 2014. The issuance of alarm led to active government-level responses and swift incorporation of each feedback into government policies, resolving public inconveniences at an early stage. - Each issuance of alarm lasted 2.6 weeks on average before resolving the complaint concerned and lifting the alarm. The complaints resolution period has been reduced by half, compared with 5.2 weeks on average that had been spent for simulating six similar complaints before the introduction of the complaints alarm system. 3) Incorporation of citizens’ voices into policies could restore public trust and save social conflict costs by KRW 2.4 trillion - With the foundation for mutual utilization of the complaints information analysis system being laid, all governmental organizations have analyzed complaints under their jurisdiction and incorporated them into policies, which helped the government to restore public trust. The ACRC, since the implementation of the complaints alarm system, has been monitoring each organization’s response to the alarm issued, which has led to remarkable achievements such as the improvement in the systems and administrative procedures concerned, with the policy utilization rate reaching up to 89%. - As the public demand has increasingly been incorporated into governmental policies and national projects, it is estimated that at least KRW 2.4 trillion, 1% of the annual social conflict costs of KRW 246 trillion stemming from over 4,200 collective complaints, can be saved every year. (Annual social conflict costs of KRW 246 trillion × a contribution factor of 1% = KRW 2.4 trillion)
 8. What were the most successful outputs and why was the initiative effective?
1) Monitoring of mutual utilization of the complaints information analysis system: The demand for a system upgrade is being surveyed regularly to provide the state-of-the-art. A random inspection is conducted to monitor the system utilization progress of government bodies. Based on the results, those with poor track records must participate in biannual education programs about system utilization. Customized consulting is also provided to enhance complaints analysis capabilities. 2) Monitoring of incorporation of citizens’ voices into policies: As public opinions regarding major governmental policies have been analyzed and provided to organizations of various levels since 2012, a decision on whether to incorporate citizens’ voices into policies of each organization is being monitored biannually. - The policy utilization rate among all administrative agencies on aggregate stood at 60.0% in H1 2014, compared with 43.7% in 2012 and 48.9% in 2013. A reward program for organizations with best practices has been put in place starting from 2014 in order to promote more active feedback into government policies. 3) Monitoring and assessment of the operation of the complaints alarm system: The complaints alarm system using big data has been established in order to promptly resolve complaints on a governmental level that are beyond a single organization’s control. Therefore, it is imperative to secure cooperation of all organizations. To that end, the government is promoting active participation of each government through monitoring and assessment of the operation of the system. a) Monitoring of responses taken by relevant organizations: Once an alarm is issued, the relevant organization must immediately take the necessary steps and notify the ACRC of the results within 30 days. If complaints continue to arise despite the response, the organization must take follow-up actions or seek consultation with other relevant organizations to devise fundamental solutions. b) Monitoring of the operation of the complaints alarm system: The ACRC biannually monitors the operation of the complaints alarm system to see if the consequential policies really work. In addition, the ACRC reports the achievements, best practices, and items to be improved in cabinet meetings and vice-minister meetings to improve effectiveness of the system. c) Assessment of governmental organizations: The level of response taken by each organization following the issuance of alarm is reflected as a key performance indicator for organizations so that the system can settle down without delays as an effective complaints resolution system.
 9. What were the main obstacles encountered and how were they overcome?
1) Grounds for collection and analysis: There had been no legal ground for a analysis of big data without the consent of the relevant organizations that were authorized to handle each complaint collected. - Against this backdrop, the legal ground for the collection and analysis of big data on complaints was set up in 2008 in the Act on the Operation of the ACRC. Based on this, the challenge has been resolved with the consent of each governmental organization. 2) Concerns over leak of personal information: There have been concerns over a possible leak of civil petitioners’ personal information in the process of collecting and analyzing big data on complaints. - Thus, the complaints information analysis system collects all data except personal information (name, address, e-mail, phone number, etc.), preventing any leak of such information from the collecting step. 3) Absence of precedents on the complaints information analysis system and the early complaints alarm system. - It was a unique and unprecedented idea to comprehensively analyze big data on complaints and incorporate them into policies. Until 2008 when the project was initially proposed, the natural language-based data mining technology had not been developed in korea. - The private sector initiated the development of a Korean text analysis system in 2009 and based on that case, the public sector also began in the following year. - An alarm in the field of complaints has been unprecedented both domestically and globally, requiring the development of a whole new system. - First of all, a number of similar alarm systems have been benchmarked to come up with levels of alarm, management standards, and an operating system. Previous complaints diffusion cases have been simulated via the analysis of big data on complaints in order to set up criteria for alarm issuance for certain circumstances.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
1) Paradigm shift in the public administration in the big data era: The government’s political decision making process of the past has been unilateral and mostly based on a wealth of administrative policymaker experiences and know-how. As the big data on complaints analysis system was established and all administrative organizations started to utilize the analyzed complaints for their policy-making, more public opinions have been incorporated into policies. Now, governmental organizations also recognize that policy-making based on public opinions can reduce complaints, eventually avoiding an unnecessary waste of administrative resources. - This paradigm shift in the public administration has resulted in the universal utilization of the complaints information analysis system among all central governmental organizations and Offices of Education in Korea as of 2014. Those organizations are monitoring all relevant complaints under their jurisdiction in real time to analyze and incorporate them into the political decision making process. - 64 out of 244 local governments have recently applied for mutual utilization of the complaints information analysis system. If this trend continues, it is expected that all governmental organizations in Korea, both central and local, will utilize big data on complaints for their policy-making in the near future. 2) Improved public policy acceptance: Previously, people’s voices had not been heard in government policies, resulting in significant public inconveniences and distrust in government. The separation of complaint-handling divisions and policy-making ones within governmental organizations might have resulted in the failure to properly incorporate public opinions into policies. - The ACRC has analyzed big data on complaints, extracted the complaints information related to the government’s major policies or projects, and provided that to relevant organizations since 2012. The monitoring results of the system utilization show that the policy utilization rate is growing every year. (43.7% in 2012 → 48.9% in 2013 → 60% in H1 2014) - Since the complaints alarm system using big data was launched, the policy utilization rate of relevant organizations has surged to as high as 89%. - As governmental organizations are focusing more on listening attentively to citizens and incorporating their requests into policies, the public acceptance of government policies has improved, and consequently the administration’s policy target of winning public trust in government has become more achievable. 3) Prompt resolution of public inconveniences and complaints: The introduction of the complaints alarm system using big data has led to the government-level, early responses to collective complaints concerning many governmental organizations, eventually resolving public inconveniences and complaints at an early stage. - Each issuance of alarm lasted 2.6 weeks on average before the alarm was lifted, and 76% of total alarms were lifted within two weeks. Before the introduction of the system, six similar complaints lasted 5.2 weeks, which makes the current performance of the administrative system more outstanding. 4) Relief of the government’s financial burden: Mutual utilization of the complaints information analysis system is expected to reduce a significant amount of government spending by preventing overlapping investments and reducing economic loss caused by social conflicts. - As of 2014, 42 central governmental organizations and 17 Offices of Education are sharing the ACRC’s complaints information analysis system without establishing their own system. This saved the government spending of approximately KRW 270 billion which otherwise would have been spent for establishing similar analysis systems of their own. (System development and operation costs KRW 4.7 billion × 59 organizations = KRW 277.3 billion) - The introduction of the complaints alarm system has resolved collective damages and complaints at an early stage, significantly cutting public damages and social conflict costs. - A variety of national policies and projects initiated by central and local governments caused a lot of conflicts between governmental organizations and between the government and citizens. The number of collective complaints has reached 4,200 cases, costing approximately KRW 246 trillion annually. Once the alarm for collective complaints is issued, the government as a control tower will arbitrate in a dispute between the organizations concerned to resolve social conflicts at an early stage, which would save the annual social conflict costs of KRW 2.5 trillion. (As of 2010, KRW 246 trillion in the annual social conflict costs × a contribution factor of 1%) (42+ alarms issued/year ÷ 4,200 collective complaints/year = 1%)
 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
1) Sustainability: a) Administrative system: The Korean government has ranked no. 1 in UN e-government in three years (2010, 2012, and 2014). Korea has focused on promoting “integration and connection,” the last stage of the e-government establishment project since the 2000s, and has of late been gradually expanding the e-government project utilizing public big data. b) Finance: For the ACRC’s e-government project using big data on complaints, the entire budget spent on establishing and operating the complaints analysis system is supported by the government. Consequently, there is no question in terms of the stability of financial support c) Socio-economic aspect: The importance of citizens’ voices has been increased, but the government has not fully incorporated their needs into policies. This fact has led to an increase in complaints against the government. The benefit gained from innovative administrative services based on big data will be returned directly to citizens. Hence, there is high demand from citizens for the complaints information analysis system and the early complaints alarm system, as well as a high expectation that economic losses caused by social conflicts will fall 2) Transferability to other countries a) Export of the online complaints system “e-People” to Tunisia: Export of the online complaints system “e-People” to Tunisia was promoted through the National IT Industry Promotion Agency (NIPA) from August 2013. A feasibility study was completed in 2013. Finally, Tunisia decided to import e-people in November 2014. Therefore, with the export of e-People to Tunisia, the further export of e-People to numerous countries may be promoted, along with the export of the comprehensive complaints analysis system. b) High interest of foreign ombudsman organizations: The ACRC, as an Ombudsman of Korea, has been actively involved in international cooperative projects with many foreign ombudsman organizations. The ACRC started facilitating technical assistance and exporting administrative systems, such as e-People and the complaints information analysis system, in 2014. The complaints information analysis system and the complaints alarm system using the aforementioned analysis system were recently introduced to foreign ombudsman representatives from Indonesia and Vietnam, who were both visiting Korea to discuss multilateral cooperation for ombudsman. They showed a great interest in both systems as well as an intention to negotiate technical assistance related to the establishment and operation of the systems. The possibility of technical assistance for the countries is currently under review. c) Necessity of implementation in democratic states: Citizens of all countries around the world request that their voices be heard, but their opinions are not yet fully incorporated into the governmental policies. In any democratic state, it is likely that the gap between citizens’ voices and the governmental policies will be wide, leading to an increase in complaints against the government. Thus, the day will come when the implementation of a complaints information analysis system and innovation in the administrative system utilizing an analysis system becomes indispensable in democratic states.
 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
The complaints information analysis system the complaints alarm system using big data help to take an early response on a governmental level to collective damages and complaints that are difficult to manage by a single organization. It has contributed to improving efficiency and effectiveness of administrative services, as well as citizens’ satisfaction in the governmental policies. Ultimately, citizens’ confidence in the governmental administration has been restored. 1) ICT enhances national competitiveness: Data mining technology based on big data has been grafted onto the governmental administration, and has helped to lay a foundation on which the government may promptly and accurately figure out citizens’ inconveniences, complaints, and demands, using them as a basis for policy direction. The result of such an innovation in administration has lead to an improvement in citizens’ quality of life. Capability in ICT, particularly in big data analysis, is an asset to national competitiveness. 2) Importance of the president’s strong willingness and leadership: Active participation and cooperation of all organizations is the most important element necessary for successful promotion of the government-wide big data project. There is no argument against the need to incorporate citizens’ voices into policies, but in reality, interests among the governmental bodies are complicatedly tangled in many cases, therefore, it was not easy to establish and expand the systems on a governmental level. However, the president’s strong willingness and leadership highlighting the importance of citizens’ voices drew active participation and cooperation from all organizations, and as a result, all governmental organizations are now utilizing the complaints information analysis system to listen attentively to citizens. 3) Expansion of systems considering users: As adapting to a new working environment is sometimes problematic in the private sector, it was not easy to draw the autonomous interest and active participation of government officials for new systems. Even a good information system cannot be propagated if users have difficulties in using the system. In this regard, the complaints information analysis system operates an online and phone-call help desk to which users can post on a website or make phone calls with regard to user difficulties or requests for further improvement. In addition, regular training is provided twice a year to system users, and when there is a request, customized consulting is provided in a certain organization. Further steps will be taken to improve usability of the systems. 4) Further tasks: In the current more diversified and complex society, citizens’ requests themselves are becoming more diversified and complex. The scale of complaints suggested to the government is on the rapid increase. As the president mentioned, an innovative administrative system, such as the nation-wide complaints alarm system using big data, is essential, and should establish itself as an effective complaints resolution system as soon as possible. We plan to continuously monitor and develop the complaints information analysis system and the complaints alarm system so that more public officials can attentively listen to citizens’ voices.

Contact Information

Institution Name:   Anti-Corruption & Civil Rights Commission
Institution Type:   Government Department  
Contact Person:   Yong-Ho Kim
Title:   Complaints Information Analysis Division  
Telephone/ Fax:   +82+2+360-2869/+82+2+360-3533
Institution's / Project's Website:  
E-mail:   yongho@korea.kr  
Address:   Imgwang(New Bldg.), 87, Tongil-개 Seodaemun-gu, Seoul 120-705, Korea
Postal Code:   120-705
City:   Seoul
State/Province:   Seoul
Country:  

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