ULSAN — Starting in December, residents of Ulsan will be able to receive counseling, file a complaint and get updates on how it was handled with a single call to the 120 Ulsan Civil Service Center. The center will take in both daily inconvenience complaints — covering areas such as traffic, roads and water supply — and general administrative complaints, reducing the need for callers to track down the right department themselves.
The Ulsan Metropolitan Government said on the 20th that it is overhauling the 120 Ulsan Civil Service Center system to make filing complaints easier for residents.
Until now, the 120 center has mainly provided counseling and referrals to the relevant department, meaning residents had to contact that department again or visit a separate window to file a complaint. Under the new system, counseling and intake will be completed in one step.
For daily inconvenience complaints that require on-site action, such as those involving traffic, roads and water supply, counselors will register the complaint immediately over the phone. General administrative complaints will be linked to the e-People online petition system, and a new function will allow residents to file non-public complaints, including tip-offs.
The integrated intake service will begin in December with complaints that fall under the city government's jurisdiction. Next year, the city plans to extend it to complaints handled by the five districts and counties so that residents can use the 120 center without having to determine which agency is responsible.
An artificial intelligence-based counseling support function will also be introduced next year. The system will convert calls into text in real time for analysis and recommend relevant materials and tailored responses to counselors. The city aims to cut waiting times and improve both the accuracy and the speed of its responses.
"This overhaul is the first step in turning the 120 Ulsan Civil Service Center from a simple counseling window into an integrated window that directly takes in and resolves residents' difficulties," a city official said. "By combining AI technology with field-centered services, we will provide one-stop civil service that residents can feel in their daily lives."