Special Feature {Suwon City Does This - 4} 'We've Listened to Everything! Citizens' Complaint Box'

[Suwon Ilbo=Reporter Jeong Jun-sung] Suwon Metropolitan City concluded 100 days of operations on April 24 for the 'First Half of 2026 We've Listened to Everything! Citizens' Complaint Box' that began on January 15.

During this period, a total of 915 complaints were received. Among these, complaints in the safety and traffic sector were the highest with 256, followed by roads and construction sector with 235, and urban and environmental sector with 143.

Suwon City launched the 'We've Listened to Everything! Citizens' Complaint Box' as a policy to inherit the people-oriented spirit of King Jeongjo, who listened closely to the voices of the people and carefully considered their difficulties. The city operated this initiative for 100 days starting May 1 last year and heard from citizens. It diversified complaint submission channels to increase accessibility for citizens and broadly collected livelihood-focused complaints.

Subsequently, to operate the Citizens' Complaint Box more systematically and carefully manage citizen opinions, the city established the 'Citizens' Voice Resolution Team' on January 15 this year and operated the 'First Half of 2026 We've Listened to Everything! Citizens' Complaint Box.'

Improving quality of complaint responses and strengthening citizen communication and feedback

This year's Citizens' Complaint Box focused on improving the quality of complaint responses and strengthening citizen communication and feedback.

Received complaints were swiftly delivered to the processing departments through the Citizens' Voice Resolution Team on a daily basis, and heads of divisions, departments, offices, and district offices took responsibility for managing complaints and provided concrete and sincere responses to increase complainant satisfaction.

Thank you text messages were sent to complainants to strengthen communication, and complaint response quality was improved by reflecting feedback content. Ongoing complaints continue to be managed until completion.

Establishing data analysis dashboard to manage complaint status in real-time

A data analysis dashboard visualizing complaint status by sector, processing department, and progress stage was also established to manage complaint status in real-time. Heads of divisions, departments, offices, and district offices regularly monitored data analysis materials and checked progress by department and stage on a regular basis.

Complaints that could be handled immediately, such as road repairs, environmental cleanups, and park facility repairs, were processed promptly, and matters requiring long-term review were specifically guided to complainants regarding implementation schedules and details.

For difficult-to-implement matters, alternative solutions were actively presented, and through 'solution-focused responses,' complainant satisfaction was increased. All complaints were handled based on the principle of on-site verification to ensure effective improvements.

Promptly confirming complaint sites and actively handling them

One citizen filed a complaint requesting 'installation of a weight scale for wheelchair users in the disabled comprehensive welfare center,' and the relevant department guided the processing procedure in detail and took swift action, receiving positive feedback from the citizen.

There was also a complaint stating 'street trees make walking difficult, please remove them,' and after on-site verification, the responsible official determined that tree removal was difficult under the circumstances and flexibly responded by preparing an alternative solution of installing mulch mats.

A citizen filed a complaint requesting 'replace aging street lights,' and after the responsible official confirmed the site, the facility turned out to be private property. Considering the difficulty of arbitrary removal or repair, the matter was resolved in a rational manner by installing separate security lights nearby and removing the bulbs from the existing street lights.

In response to a request to 'improve traffic congestion areas,' the relevant personnel confirmed the site with the competent police station and coordinated to optimize the signal system and adjust signal cycles, cooperating organically with related agencies.

For complaints requiring legislative amendment or budget allocation that are difficult to process in the short term, complainants were provided with concrete and persuasive explanations.

Operating for 100 days in second half

The city plans to intensively operate the 'We've Listened to Everything! Citizens' Complaint Box' for 100 days in the second half of this year and expand proactive administration based on citizen participation. Complaints received thus far will continue to be managed until processing is completed.

A city official stated, “The essence of administration is to listen closely to the voices of citizens and find answers on the ground,” and added, “We will implement responsible administration that resolves inconveniences in citizens' daily lives to the end.”