'120 Ulsan Civil Affairs Center' consultation system to be overhauled

Single call to handle complaint filing and processing

December launch planned; AI consultation system to follow next year

Ulsan is notifying residents through district and county websites of plans to upgrade its 120 Ulsan Civil Affairs Center service starting in December, enabling users to file complaints and receive updates on their resolution with a single call. [Captured from the Ulsan Nam-gu Office website]
Ulsan is notifying residents through district and county websites of plans to upgrade its 120 Ulsan Civil Affairs Center service starting in December, enabling users to file complaints and receive updates on their resolution with a single call. [Captured from the Ulsan Nam-gu Office website]

Ulsan Metropolitan City plans to upgrade its integrated complaint service, the 120 Ulsan Civil Affairs Center, so that residents can handle everything — from consultation and filing to receiving a resolution — with a single phone call, starting in December.

The city announced Tuesday that it will carry out a project to improve the center's consultation management system through next month, with the upgraded service going live in December.

Key improvements include linking general complaints to the national public petition portal and allowing residents to file lifestyle-related complaints requiring on-site action directly through the 120 Ulsan Civil Affairs Center. The system will also be enhanced to accept non-public complaints, such as anonymous tips from residents.

To ensure a smooth rollout, the city will hold consultative meetings with key complaint-handling departments closely tied to residents' daily lives, including those covering transportation, roads and water supply. Through these sessions, officials plan to review recurring complaint types, the information needed for filing, and processing procedures by department, with the aim of building an effective complaint intake system.

Feedback on complaint intake and processing procedures, as well as operational conditions across agencies, was also gathered at a district and county complaint department heads' meeting on Aug. 26 and a working-level officials' meeting on Oct. 1.

The city will conduct user training for all staff before launching the service in December. Next year, it plans to introduce AI-powered consultation support features in stages.

The upgraded system will incorporate speech-to-text technology that converts conversations into text in real time, as well as text analytics technology that analyzes consultation content. These tools will enable automatic summarization of calls, retrieval of relevant reference materials, response recommendations and consultation history management — supporting both higher-quality service and more efficient record-keeping.

As a result, call center agents are expected to identify and respond to residents' inquiries more quickly and accurately, while reducing the administrative burden of post-call documentation so they can focus more on the consultation itself.

The city aims to establish the foundation for complaint intake and processing this year, then strengthen AI-based consultation support next year, ultimately delivering a resident-centered integrated complaint service that connects every step from consultation to resolution.


cityblue@heraldcorp.com