Introduction

Happy Life in Seoul Helper, 120 Dasan Call Center, is a place where your questions or complaints regarding the city of Seoul can be resolved with a single call.

120 Dasan Call Center is a new civil complaint system that combines Seoul’s various civil complaint calls and ARS of district offices and affiliated organizations. Professional counselors are available 24hours a day to help all residents with their inquiries.

What’s the meaning of Dasan? Dasan was named after “Dasan Jeong Yak Yong” who advocated innovations in district administration based on the idea of care, integrity, and creativity and the name indicates the city of Seoul’s commitment to provide superior services to its citizens.

History

2006
10
  • Standard consultation DB established
11-12
  • First and second workshop conducted (Vice President, members of City Council, experts)
2007
10
  • Seoul Call Center setup and enacted operation of an ordinance
  • First ARS consolidation (6 institutions including Seoul’s main number)
  • Trial operation of the Call Center (18 operating agents)
  • Second ARS consolidation (5 institutions including History Museum)
3
  • Public contest for the name of Seoul civil complaints service and “Dasan” was chosen
5
  • Third ARS consolidation (Office of Waterworks)
6
  • Fourth ARS consolidation (Agricultural and Marine Products Corporation)
7
  • Development of BI for civil complaints service
8
  • Cultural and physical education information service during Holidays
9
  • Fifth ARS consolidation (4 institutions including the Seoul Grand Park)
  • "120 Dasan Call Center officially opened"
2008
1
  • Implemented Nighttime counseling services (365days, 24hours of counseling)
  • Implemented CRM counseling
3
  • Implemented relief call service for elderly people living alone
6
  • Implemented sign language (video chatting) counseling service for people with hearing impairments
9
  • Implemented Nighttime Counseling Services
  • Implemented location and guidance services
  • Call Center’s IT service maintenance system certified by ISO20000 (BSI Korea)
  • The Nation’s first call center service certified by KS (Korean Standards Association)
  • Received ISO9001 international certification for call center service maintenance system (NQA Korea)
2009
1
  • Received Customer Satisfaction Award (Grand winner in the area of organization for Public Administration, The Korea Consumer Forum, Korea Institute of Sustainability Management and Evaluation)
3
  • Implemented counseling services via texting
  • Certified by KSQI as an excellent call center in Korea (Korea Management Association Consulting)
9
  • Received the Grand Prize certified by KS in 2009 World Standards Day (Korea Standard Association)
11
  • Implemented integrated counseling services of cities and districts
  • Implemented integrated counseling services of cities and districts
2010
1
  • Expanded relief call service for elderly people living alone (3,000 people)
  • Grand winner of 2010 Outsourcing Excellence Business Administration (Information Technology Industry Development Agency)
2
  • Implemented Counseling service in foreign languages (5 languages)
4
  • Implemented sign language (video chatting) counseling service for people with hearing impairments during holidays
12
  • Received 2010 Human Rights Award for the Disabled

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담당부서 : 대외정책담당관 대외정책팀   |   담당자 : 박경아 [Tel. : 02-860-3413]

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