The Seoul Metropolitan Government’s Mobile Civil Compliant Report System, the “Seoul Smart Complaint Center,” which is one of the city government’s advanced e-government policies, will be adopted by Mumbai, the largest city in India and home to an estimated 12 million people.
Launched in August 2012, the “Seoul Smart Complaint Center” is a mobile civil complaint report system that has enabled Seoul citizens to report the complaints or grievances they may have in all aspects of the city, including facilities, transportation, and environment, via their smartphones or the website. With this real-time mobile petition system, citizens can easily check the whole process of how their reports are being handled and settled.
The “ICT Civic Participation System (CPC) Development Project for Mumbai, India,” was planned and promoted by the Seoul Metropolitan Government in collaboration with the World Bank, Seoul’s e-government project partner, and the Export-Import Bank of Korea (Korea Eximbank), which has been promoting the Knowledge Sharing Program (KSP) of Korea.
The KSP was adopted by the Ministry of Strategy and Finance in 2004 to provide customized policy advice for developing countries by tapping into Korea’s development experience and knowledge. The Korea Eximbank has been in charge of promoting KSP projects.
In this project, each party has contributed in the following areas: a) the Seoul Metropolitan Government has provided its policy know-how on the “Seoul Smart Complaint Center,” b) Korea Eximbank has offered consultations regarding the application and adaptation of the policy in Mumbai, c) the World Bank allocated a USD 150,000 budget and launched the development project in November 2014, and d) two Korean SMEs, Xiilab Co. and SOA C&M won the overseas contract with their system development technology.
However, since Mumbai does not yet have an advanced internet platform like Seoul, the complaint reporting and handling system that the Seoul Metropolitan Government had adopted early on via phone calls or texts will first be established and launched sometime in the first half of 2015.
Currently, Mumbai City Government has been flooded with complaints from its citizens regarding the poor water supply and sewage infrastructure. However, citizens have to visit a public office to report their complaints, and they are often uninformed of how the reports are being handled.
In this regard, the adoption of the Seoul Smart Complaint Center in Mumbai will be a great opportunity to demonstrate how IT can directly enhance people’s lives and also to promote Seoul’s e-governance system.
In addition, Mumbai City officials are scheduled to visit Seoul, in January 2015, to learn the policy know-how of the Seoul Metropolitan Government, and Seoul will also introduce other outstanding policies.
In 2013, the Seoul Metropolitan Government developed the “City e-Government Diagnostic and Solution Framework (CeDS) in collaboration with the World Bank and provided the framework to the member cities of WeGO.
Moreover, Seoul’s IT citizen participatory system has received great acclaim from Rutgers University. In October 2014, Rutgers University ranked Seoul as having the most advanced e-governance system for six consecutive years.