Beginning with Empathy and resulting in Belief is what Mayor Lee Hyeon-jae desires for his workers when town of Hanam created the civil complaints administration.
“ A single phrase or a glance from a public official is usually a deep consolation to residents .”
Mayor Lee Hyeon-jae of Hanam Metropolis had a distinct perspective on administration. He accepted civil complaints not as easy requests, however as ‘ indicators of empathy ‘ that ought to first method the lives of residents. Subsequently, he thought-about the ‘ perspective ‘ of the best way to reply as vital because the velocity of administration.
Hanam Metropolis has fully remodeled the idea of civil affairs administration. It’s altering the system from merely processing civil affairs to explaining them within the language of residents, contemplating their inconveniences, and discovering solutions on the spot.
An administration that empathizes with each phrase of speech and each phrase of rationalization, and that makes use of the ‘ discipline ‘ as the place to begin of administration for residents with restricted mobility.
A construction that enables residents to take heed to their complaints anytime, anyplace, with out having to go to metropolis corridor or go from division to division. On this manner, Hanam Metropolis has shifted the middle of its administration to the folks. ‘
A accountable administration that doesn’t keep away from issues, one which places folks on the middle of all processes, and one which explains its actions within the language of residents. The civil affairs administration that Hanam Metropolis is implementing shouldn’t be a system, however relatively a apply of a philosophy.
Complaints are a type of communication and Studying That Includes explanatory abilities by kindness and efficiency.
A single phrase of rationalization is usually a consolation to some and a wall to others. To scale back the gap created by this ‘ language distinction ‘, Hanam Metropolis has ready an training program that goes again to the essence of responding to civil complaints. The ‘ Seeing with the Coronary heart of the Civil Complainant !’ training program, held within the Metropolis Corridor auditorium in April, was performed within the type of a drama live performance that mixed performances and lectures.
This coaching was designed to allow public officers to grow to be emotionally immersed by vividly recreating precise civil grievance conditions by performs, relatively than merely delivering directions.
5 episodes, together with a citizen protesting parking enforcement, an aged individual making repeated cellphone calls, and a citizen who’s confused as a result of they don’t perceive paperwork, made us notice that responding to civil complaints within the discipline shouldn’t be a easy talent, however an space that requires empathy.
Particularly, within the episode ‘Grandpa and the Name Middle,’ a dialog between an aged one that doesn’t perceive repeated explanations and a name middle worker was launched, delivering the message that ‘the power to elucidate can also be a capability for kindness.’ ” Though it was a brief drama, it was a possibility for public officers to as soon as once more replicate on ‘ the best way to converse from the attitude of residents. ‘
Advanced civil complaints in a single place
The phrase, “This isn’t our division’s job,” usually frustrates residents. To forestall this type of “ping-pong administration, ” Hanam Metropolis has established a system the place residents can obtain all their consultations in a single place.
A noteworthy system is the ‘ Civil Criticism Coordinator.’ A profession civil servant is completely stationed within the civil grievance workplace to initially perceive the content material of the grievance and assist coordinate it extra effectively. The complainant can obtain steering on the session movement that fits their grievance with out having to trip between departments.
For complicated or coordination-requiring civil complaints, an expert counselor who’s a retired civil servant is out there for connection. Suppose the issue remains to be too complicated to resolve. In that case, the top of the division in query will come all the way down to the civil grievance workplace in individual to supply session underneath the ‘ Civil Criticism Dealing with Crew Chief Accountable Session System. ‘
As of now, 26 instances have been dealt with, proving that it’s a sensible on-site response system.
It doesn’t finish there.
Civil complaints the place the accountable division is unclear or requires session between departments are mediated by the ‘ Civil Criticism Processing Promotion Crew ‘. The ‘ Civil Criticism Processing Promotion Crew ‘ is a consultative physique comprised of 26 working-level group leaders, together with the Integrity Investigation Crew Chief and the Autonomous Administration Crew Chief. Crew leaders from associated fields take part in every case to coordinate with the accountable division and make sure the ultimate accountable division. It’s a system designed to forestall civil complaints from being transferred between departments. Up to now, 19 civil complaints have been mediated by this promotion group thus far.
With these system enhancements, Hanam Metropolis is growing its means to answer complicated civil complaints and its reliability. It’s constantly strengthening field-centered administration to scale back ‘ ping-pong civil complaints. ‘
No want to return to Metropolis Corridor
Distance and time can generally be probably the most important obstacles to submitting civil complaints. Particularly for the aged or residents with restricted mobility, visiting the civil grievance workplace itself is usually a appreciable burden. To resolve this drawback, Hanam Metropolis has launched a ‘ video civil grievance session system ’ to all 14 administrative welfare facilities within the district.
Now, residents can obtain real-time video consultations with metropolis corridor workers by merely visiting their native administrative welfare middle. The town is making use of this technique to numerous conditions, together with a one-stop civil grievance middle, consultations with associated organizations, and conferences with retired civil servants.
Video-based civil complaints aren’t restricted to easily “ decreasing visits. ” Their most vital energy is that a number of departments can join on the similar time to take heed to and talk about civil complaints.
Final July, on the Wiryedong Administrative Welfare Middle, a citizen filed 5 civil complaints, and 4 groups, together with the Parks and Greenery Division and the Transportation Coverage Division, responded concurrently in actual time.
The citizen was capable of obtain complete steering on options with only one rationalization. Beginning within the second half of the 12 months, Hanam Metropolis plans to additional improve the accessibility and consumer expertise of the system by introducing a reservation system, decreasing session ready occasions, and strengthening steering inside the middle.
Civil complaints are a philosophy, not a system.
In March of this 12 months, Hanam Metropolis signed an settlement with related organizations comparable to Hanam Police Station, Hanam Fireplace Station , and Gwangju Hanam Workplace of Schooling, and established a devoted hotline and joint response system.
By this, a basis was established to reply extra shortly and organically to complicated civil complaints that require cooperation between organizations, and complete options might be offered to residents.
Particularly, this collaborative basis, mixed with the video-based civil grievance session system, yielded outcomes. On the fifteenth of this month, when a fancy civil grievance concerning drunken folks, juvenile delinquency, and nighttime noise was acquired in Deokpung 3-dong, the Deokpung District Workplace of Hanam Police Station, Crime Prevention Division, Metropolis Corridor Data and Communication Division, and Autonomous Administration Division held a video convention to debate response measures.
The police determined to strengthen patrols and crackdowns within the space, and the Autonomous Administrative Division requested that the third District of the Autonomous Crime Prevention Corps additionally strengthen patrols within the space. The Data and Communication Division recommended a safety measure by contemplating the set up of further CCTVs. The roles and response instructions of every company had been instantly communicated to the complainant, and citizen satisfaction was additionally excessive as a result of they might obtain fast explanations and measures with out having to go to the location.
This case, through which associated organizations had been linked in actual time to take heed to complaints collectively and derive response instructions on the spot, reveals that ‘ responsive administration ‘ is not only a slogan however is being applied in actuality.
The executive philosophy of ‘ The reply to our drawback lies within the discipline ‘ has now grow to be the foundation of Hanam Metropolis’s civil affairs administration. Beneath the assumption that administration ought to start not at a desk however on the web site the place residents are experiencing inconveniences, Hanam Metropolis is strengthening its civil affairs administration because the central axis of its administrative operations.
These efforts have led to outcomes. Final December, Hanam Metropolis was chosen as a ‘ Nationwide Happiness Civil Service Workplace Certification Company ’ by the Ministry of the Inside and Security in recognition of its enchancment of the civil service workplace surroundings and enlargement of digital civil service comfort. The rearrangement of motion routes, operation of a window devoted to the susceptible, pill civil service handbook, and set up of a small library was well-received as ‘ civil service places of work the place folks need to keep. ’
The one metropolis within the nation to obtain the Presidential Quotation for 2 consecutive years
Citizen-centered civil affairs administration can also be demonstrated by exterior achievements. Hanam Metropolis ranked first amongst 226 primary native governments nationwide within the ‘2024 Complete Civil Affairs Service Analysis’ collectively hosted by the Ministry of the Inside and Security and the Nationwide Human Rights Fee, and acquired a presidential award. That is the primary time within the nation that it has received the award for 2 consecutive years, following its win final 12 months.
This analysis was performed on 5 objects: civil grievance administration basis, civil grievance processing efficiency, and civil grievance satisfaction. Hanam Metropolis notably rose 9.91 factors within the ‘ Citizen Notion ’ index, recording a rating 8.21 factors greater than the typical of the analysis group.
That is the results of a multi-layered system, such because the coordinator system and group chief accountable session system working as a ‘ construction to scale back issues from the citizen’s perspective ’, and is a symbolic achievement through which Hanam Metropolis has elevated civil grievance administration from mere workplace work to the essence of coverage.
An Administration that provides everybody peace of thoughts, created by Hanam
Hanam Metropolis’s civil affairs administration is not restricted to ‘ doc processing ’ . It’s progressively increasing right into a relationship-centered administration that places sincerity into each phrase, provides empathy to each rationalization, and considers residents’ emotions. From a system that may reply instantly on-site, a construction that connects a number of departments, to a meticulous design that may resolve civil affairs with out repeated explanations. Hanam Metropolis is creating an administration that responds to residents on the closest place and the second they want it most.
Mayor Lee Hyeon-jae of Hanam Metropolis stated, “ Civil complaints are the place to begin of administration and step one towards constructing belief with residents, ” and added, “ Hanam Metropolis will proceed to create such an administration along with its residents, a metropolis the place a single phrase from a public official offers consolation and the place their perspective in response builds belief. ”
