Hanam City Selected as Top-Rated Agency for Fifth Consecutive Year in '2025 Civil Complaint Service Comprehensive Evaluation'
[Suwon Ilbo=Reporter Eom In-yong] Hanam City has achieved the remarkable feat of being selected as a top-rated agency for the fifth consecutive year in the '2025 Civil Complaint Service Comprehensive Evaluation' jointly hosted by the Ministry of Interior and Safety and the Anti-Corruption and Civil Rights Commission.
This evaluation comprehensively assessed civil complaint service achievements over the past year by 308 nationwide institutions (48 central government agencies, 17 metropolitan and provincial offices of education, 17 metropolitan local governments, and 226 basic local governments).
Hanam City ranked first nationally among city-level basic local governments that received an 'A' grade, corresponding to the top 10% nationwide, demonstrating its administrative capability. The city has already secured the top position among 226 basic local governments nationwide in both 2023 and 2024, proving its exceptional administrative capacity.
At that time, it was recognized as setting the standard for civil complaint administration by winning the country's first consecutive two-year Presidential Commendation for Agencies.
This evaluation was conducted across three categories (civil complaint administration management foundation, civil complaint administration activities, and civil complaint processing results) and five items (civil complaint administration strategy and system, civil complaint system operation, national complaint platform civil complaint processing, grievance complaint handling, and civil complaint satisfaction).
In particular, Hanam City's one-stop civil complaint resolution method utilizing the 'Integrated Civil Complaint Video Consultation Platform' was recognized as the most excellent case.
The city established a video consultation system in cooperation with related agencies including the police department, fire department, and office of education.
Through this system, citizens can find solutions through a single consultation without visiting multiple agencies individually.
This innovative system has also produced tangible results in actual field responses.
In the case of CCTV installation complaints in crime-prone areas, police, city hall, and autonomous crime prevention teams were connected via video to simultaneously decide on enforcement, facility installation, and strengthened patrols.
Electric vehicle fire complaints also resulted in joint responses from fire, environment, and housing departments, leading to manual releases and joint training.
This is evaluated as a model case of one-stop administration that transcends simple complaint processing and extends to citizen safety policies.
Staff protection and enhanced citizen communication also received high scores. The city faithfully implemented strengthened civil complaint handler protection measures including ▲full recording of all departmental calls and recommended time settings ▲expanded distribution of portable protective equipment. Additionally, it actively promoted services enabling direct citizen participation in administration through ▲resident dialogue and processing status feedback meetings ▲open mayor's office and mobile mayor's office ▲citizen participation weekly meetings.
Mayor Lee Hyun-jae stated, "Selection as a top-rated agency for five consecutive years is the result of valuing citizens' opinions and striving to find answers in the field," adding, "Going forward, we will build an increasingly trustworthy Hanam City through civil complaint service innovation that citizens can directly experience."