New unit to systematically manage persistent grievances and support resolution
Dobong-gu in Seoul opened a dedicated complaints-resolution unit Monday, establishing what it calls the "Open District Mayor's Office" to systematically manage persistent and recurring resident grievances and seek practical solutions.
The unit was launched as a campaign pledge of the ninth directly elected district mayor and reflects the growing need to coordinate across departments as the volume of complaints filed through online and smartphone channels continues to rise.
The Open District Mayor's Office will closely monitor how high-volume, repeat and unusual complaints are handled, and will support their resolution through investigation, review and conflict mediation.
For complex cases involving multiple departments or recurring issues of the same nature, the office plans to find solutions by facilitating information sharing and clarifying roles among the relevant divisions.
The office will also oversee "Dobong Sotong Phone," a text-message channel through which residents submit opinions and requests to the district administration.
In addition, the district plans to broaden direct engagement with residents by running a regular "Day to Communicate with the District Mayor" — a tentative name — at which residents can meet the district mayor in person and share their views on local governance. Feedback gathered through these channels will be actively reflected in district policy.
Dobong-gu said the new unit is expected to strengthen public trust in the district administration while also reducing the workload on staff handling complaints.
"Through systematic complaint management and sustained communication, we will genuinely resolve residents' difficulties and deliver an administration that earns their trust," District Mayor Kim Dong-wook said.
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