SEOUL, Dec. 08, 2014 – ‘Seoul Smart Complaint Report’ system, which is one of the advanced e-governance policies of the Seoul Metropolitan Government, is set to be adopted to Mumbai city, the biggest city in India, which is a home to the estimated 12 million people.
‘Seoul Smart Complaint Report’ system, is a mobile civil affairs treatment system adopted in August 2012, which has enabled citizens to report every complaints or grievances they may have in every aspect of life in the city, including facilities, transportation, and the environment, via their smartphones or on the website. With the real-time mobile petition process system, citizens can easily check how their reports are being handled, and how the issue is settled in due course.
The export of the system is a collaboration work of four parties; the SMG(policy export), Korea Eximbank (Policy Consulting), the World Bank (developing country aid), and two domestic SMEs, Xiilab Co and SOA C&M (Technology).
On Dec 8 (Mon), Seoul announced the export of the ‘Seoul Smart Complaints Report’ policy to Mumbai, in collaboration with the World Bank, Seoul’s e-governance business partner, and the Korea Eximbank, which has promoted the Knowledge Sharing Program (KSP) of Korea. The three parties have worked together to devise the “ICT Civic Participation System for Mumbai, India” project, which includes the export of the “Seoul Smart Complaints Report’ system
The Knowledge Sharing Program (KSP) was adopted by Ministry of Strategy and Finance in 2004, in order to provide customized policy advice for developing countries by tapping into Korea’s development expertise and knowledge. The Korea Eximbank has been in charge of the knowledge-based economic cooperation project.
The KSP has been evolved into a ‘KSP International Organization Co-consulting’ business, largely by Korea Eximbank, which wanted to enhance the effectiveness of the program. As a result, a triangle cooperation network has been forged among Korea, an international organization, and a beneficiary cooperation country, enabling the utilization of the development expertise of Korea and the global institute. So far, 2e Consulting Agency won the relevant business contract, and has been offering consulting service for the KSP. The related budget amounts to USD 200,000.
With the triangle cooperation network, each party has contributed in the following areas; a) Seoul has provided its policy know-how on ‘Seoul Smart Complaints Report’ system, b) the Korea Eximbank has offered consultation regarding how to apply the system to Mumbai in a tailored way, c) the World Bank supports the program by allocating USD 150,000 budget, and launched the development project in last November, d) Two Korean SMEs, Xiilab Co. and SOA C&M won the overseas contract with their system development technology.
Taking into account Mumbai’s situation, however, which has not yet have the adavanced internet platform like Seoul, the system in Mumbai will establish the phone calls or texts report and result notification process as Seoul itself did at the early stage. It is scheduled that the system will be launched in Mumbai in the first half of the next year.
Currently, Mumbai city, India, has been flooded with complains from its citizens, who experience great difficulties due to poor water and sewage infrastructure of the city. However, in order to report the complaints, citizens have to visit a public office. But even after the visit, they are often left in the dark without knowing how their reports are handled.
In this regard, Seoul expects that the adoption of the smart complaint report system in Mumbai will offer a great opportunity to demonstrate how IT can directly better the lives of Mumbai citizens as well as promote Seoul’s e-governance system.
In addition, Mumbai city officials are scheduled to visit Seoul in January, 2015, in order to learn the policy know-how of SMG, along with other various best policies of the city.
In the meantime, in collaboration with the World Bank, SMG developed the ‘City e-Government Diagnostic and Solution Framework (CeDs)’ in 2013, a tool to measure the advance level of a city’s e-governance, and provided the Framework to the member cities of WeGo.
Seoul’s citizen participatory system through IT has been highly regarded by Rutgers University, which ranked Seoul in last Oct as the city with the most advanced e-governance for six times in a row.
Other than the ‘Seoul Smart Complaints Report’ system, which can be accessed with a smartphone, Seoul opens various ways to citizens to report their complains, including by making a phone call or sending a text to the 120 Dasan Call Center or filing a complaint on a relevant website.
Kim Kyung-Seo, the director of Information Planning Department of SMG, said, “We will continue to promote advanced e-governance system of Seoul on a global stage. We believe that it will offer mutually benefits for Seoul and overseas cities as well as offer a platform for domestic SMEs to enter the global market. In addition, we will keep seeking ways to make citizens’ life more convenient and safer via IT and reflect it on a policy accordingly.”