Gimpo City in Gyeonggi Province has introduced a dedicated civil servant system to resolve complex civil complaints.
The city announced Wednesday that it will launch the "Complaint Manager" system on a pilot basis starting in April. The move follows Gimpo's selection as a pilot institution under the Ministry of the Interior and Safety's "Operational Plan for Strengthening One-Stop Civil Service and Complaint Resolution Functions."
A Complaint Manager is a civil servant who oversees the entire process of complex complaints from receipt to completion. The role includes coordinating between departments, managing processing progress, and guiding complainants. The key objective is to reduce the inconvenience of citizens having to visit multiple departments in person.
The city has designated two team leader-level officials with civil service experience and coordination capabilities as Complaint Managers. The pilot program will focus on welfare and local issues, with managers performing practical coordination functions such as identifying complaint issues and resolving disagreements between departments.
"We will provide one-stop services that citizens can actually experience during the complex complaint handling process," a Gimpo City official said. "We will continue our efforts to realize citizen-centered civil administration."