Seoul City has developed a smart phone application, the ‘Seoul Smart Complaint Center’, a location-based reporting system which enables users to link to the relevant websites by smart phone, allowing access anytime anyplace. Users can download the application from the Apple app store or Google play store. Seoul City also plans to link the newly introduced application to the ‘citizen complaint reporting’ web page on the GIS map portal site (http://gis.seoul.go.kr), which has been active since March 20, 2012.
With the ‘Seoul Smart Complaint Center’ app, users can register a complaint about any subject including the city’s infrastructure, transportation or environment. The application has been designed to map the reported location and to allow photos of the location to be attached and submitted via a smartphone. With the combined wired-wireless service system of the ‘Seoul Smart Complaint Center’, the processing of complaints registered via smart phone or website can be checked in the same way, making the app very user-friendly.
Complaints registered via the new app are immediately transferred to the ‘120 Dasan Call Center’ and directed to the relevant member of staff. Furthermore, tracking of the delivery and complaint resolution processes are available via both smart phone and the web page in real time, and an SMS is promptly sent to the petitioner to inform them in detail of every step of the complaint resolution procedure.
As the ‘Seoul Smart Complaint Center’ app maps the location of a complaint, the data thus collected will serve as a valuable corpus of basic statistical information that can be used to inform future municipal policy decisions. Frequent complaints in different regions will also be collated and used to inform local government operations.