[Provided by Suwon]
[Provided by Suwon]

Suwon Special City announced Wednesday that it will run the second round of its 2026 "Pokssak Damassuda! Citizens' Saebbit Complaint Box" program for 100 days, from Thursday through Nov. 27.

The Citizens' Saebbit Complaint Box goes beyond simply receiving complaints — it aims to translate residents' voices into administrative change through interdepartmental collaboration and data analysis.

An accessible complaint channel for those with limited digital access

The program is open to all residents and requires no registration, internet access, or complicated application process. Residents fill out a form available at city hall, district offices, and the 50 neighborhood administrative and welfare centers across the city, then drop it in the complaint box. The paper-based format makes it easy for elderly residents and others unfamiliar with online services or mobile devices to participate.

Even as digital complaint channels continue to expand, the city is maintaining this analog option to ensure broad public access. Online submissions are also accepted through the Saebbit Tok-tok platform.

Faster resolution through interdepartmental collaboration

Residents can report everyday inconveniences or suggest improvements, and the city promptly routes each submission to the relevant department for action.

During the second half of the year, Suwon will strengthen its complaint-resolution system by deepening collaboration across departments.

Once a complaint is received, the responsible department is designated quickly. For complex cases requiring input from multiple departments, the city clearly assigns a lead department and supporting departments, with defined roles and responsibilities for each.

The system is designed to prevent residents from being passed between departments. Instead, the city aims to deliver coordinated, resident-centered responses by resolving each complaint as a unified effort.

One resident's voice, one overpass demolished

The ongoing project to demolish the Yeonkkot Overpass at Yeonkkot Intersection in Jeongja-dong and install a new crosswalk stands as a prime example of this cross-departmental approach.

Completed in 1999, the Yeonkkot Overpass was built with only two ramps and no elevator or stairs, making it difficult for elderly residents, people with disabilities, and others with mobility challenges to use. Last year, a complaint submitted to the Citizens' Complaint Box called for improvements to the pedestrian environment at Yeonkkot Intersection, prompting city departments and relevant agencies to visit the site together and discuss solutions.

The complainant and relevant agencies discussed improvement options on-site, and the city developed a concrete plan through expert consultations, joint inspections, and public input. Suwon is now carrying out a pedestrian environment improvement project to create a safer and more accessible walking space around Yeonkkot Intersection, reflecting residents' feedback.

The Citizens' Saebbit Complaint Box has established itself not merely as a channel for forwarding complaints to the relevant department, but as a collaborative platform where residents' voices serve as the starting point for the city to find solutions together.

Complaints become data; data becomes policy

Complaints accumulated through the Citizens' Saebbit Complaint Box are continuously managed using a data-driven complaint management system. Key indicators — including complaint type, location, handling department, and recurring issues — are broken down in detail, and a data analysis dashboard tracks complaint trends by division, bureau, office, and district office.

The city also analyzes weekly complaint trends and monitors recurring issues to proactively identify areas in need of improvement. The goal is not to let residents' voices sit as raw data, but to turn them into changes that people can actually feel.

The city is also strengthening communication with residents throughout the complaint process, keeping them informed at each stage — from submission through processing to the expected completion date — and tracking satisfaction after resolution. By allowing residents to follow the progress of their complaints, the city aims to build trust and improve satisfaction with outcomes.

Through the program's previous runs in 2025 and the first half of this year, Suwon received and resolved 1,658 complaints in 2025 and 915 in the first half of 2026.


fob140@heraldcorp.com