Gyeonggi Province Expands 'Kindness Evaluation and Training' to All Institutions
Suwon NewsPublished 2020.01.13 06:31
Twice-yearly 'Mystery Shopper' evaluations in spring and fall to implement 'courteous administrative services'
[Suwon Ilbo=Reporter Park No-hoon] Gyeonggi Province announced on the 13th that it will expand 'kindness evaluation and training,' which was previously conducted only for employees within the provincial government, to all institutions across the province in order to provide residents with courteous administrative services.
Accordingly, the province will conduct kindness evaluation and training twice yearly—once in spring and once in fall—targeting provincial government employees, 26 public institutions and business divisions under the province, and 21 outsourced administrative agencies.
The evaluation method will be conducted using the 'Mystery Shopper' approach, whereby evaluators conceal their identities and score service quality and other factors.
Based on the 'evaluation results for spring and fall,' the province plans to provide incentives—including bonuses, training trips, and vacation points—to outstanding departments, while implementing measures such as public disclosure of department names and employee retraining for lower-performing departments, thereby organically linking evaluation and training.
Additionally, the province plans to convert existing 'lecture-based' training into 'experiential' training to increase training effectiveness, and will distribute courtesy response manuals to all institutions across the province to enhance the 'kindness mindset.'
Furthermore, the province will designate and operate kindness managers by department to provide residents with enhanced courteous services.
A provincial official stated, "The kindness evaluation is a project first introduced during the seventh popularly elected administration," and added, "Through analysis and improvement of kindness evaluations, we will do our best to ensure that courteous administration that satisfies all residents can be realized by raising the quality of service."
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