Hongcheon County in Gangwon Special Self-Governing Province said on the 12th that it began full operation of its "AI civil complaint integrated management system" in May, applying AI technology to the entire process of civil complaint administration.
Hongcheon County and SmartMindAI, an AI solution corporations, signed a "pilot project agreement for the AI civil complaint integrated management system" in Jan. and completed development, pilot operation, and final deployment at the end of Apr. The core of the system is that AI supports the entire process from complaint intake to staff assignment, drafting responses, and monitoring processing status.
Unlike other local governments that have applied AI only to parts of civil complaint administration, such as handling phone calls or night duty, Hongcheon County adopted a method in which AI assists the entire process of civil complaint administration. Final responses to complaints must be reviewed and confirmed by the responsible public official, with AI designed to focus on a supporting role that aids administrative work.
For newly received complaints, AI analyzes past similar cases to automatically recommend the most suitable public official. Instead of the complaint team checking each case and assigning a staffer, assignments can be completed with a single click based on the AI recommendation. Hongcheon County aims to cut the time spent on assigning complaints by more than 80%.
AI is also applied to drafting responses. The system has been trained on about 8,000 complaints accumulated over 10 years, along with relevant laws and municipal ordinances. Based on this, AI presents a draft response with related legal grounds, and the responsible public official reviews and edits it to finalize the answer. Hongcheon County also expects a significant reduction in the burden of repetitive legal searches.
Security has been strengthened as well. Hongcheon County built a dedicated AI server in-house at the county office to prevent complaint data from leaking to the external internet. It also completed integration with the existing Saeol Administrative System so public officials can use it in their familiar work environment.
About 10,000 civil complaints are filed annually in Hongcheon County. Hongcheon County and SmartMindAI expect that as operating data accumulates, AI accuracy and complaint-handling efficiency will further improve.
Lee Sang-su, CEO of SmartMindAI, said, "We built, together with Hongcheon County, an AI system that operates stably even in a closed administrative network environment," and added, "It is meaningful in going beyond simple automation to improve the speed of responding to complaints and administrative transparency." He added, "We will develop this case into a standard model that can be expanded to other local governments."