BackThe ACRC expects swifter and more efficient handling of civil complaints by integrating generative AI into the e-People system.
The Anti-Corruption and Civil Rights Commission (ACRC, Chairperson Ryu Chul Whan) announced on June 30 that it has launched two services: a Generative AI-based Civil Complaint Answer Drafting Support Service and a Multilingual Civil Complaint Translation Service.
The ACRC operates the e-People system, enabling citizens to submit civil complaints and suggestions online without needing to visit administrative institutions directly, and allowing them to verify the results via the website or email.
As the number of civil complaints submitted through the e-People system exceeded 10 million annually, the ACRC has continuously sought ways to enhance operational efficiency through AI technology. Furthermore, in 2024, through an Information Strategy Planning (ISP), it developed an AI-based e-People system advancement strategy, identifying seven core services.
Among the seven core services, the ACRC launched the pilot services of the Civil Complaint Answer Drafting Support Service and the Multilingual Civil Complaint Translation Service (in 16 languages) on June 30.
To begin with, the "Civil Complaint Answer Drafting Support Service" utilizes AI to extract key points from civil complaints and generate draft responses, including the civil complaint handler’s name, department, and telephone number. It is expected to contribute to generating answers more swiftly and faithfully for the civil complaint handler.
Furthermore, the "Multilingual Civil Complaint Translation Service" automatically detects civil complaints submitted by foreign residents in Korea in various languages and generates Korean translations through the system, providing them directly to the officials handling the complaints without the need for external translation services. This is expected to prevent potential information leakage and reduce translation costs.
To ensure the security of civil complaint data during its pilot service, the ACRC strengthened security measures and developed AI-generated content optimized for public administrative writing style. In particular, completing the development entirely with internal resources rather than outsourcing makes it an exemplary case of public sector AI implementation.
Based on the pilot results, the ACRC plans to further enhance its AI services in connection with the "Establishment of the Generative AI-based Public Communication and Civil Complaint Analysis System," scheduled for the second half of 2025. It also plans to secure additional budgets to continue applying AI technology to a broader range of civil complaint services.
The Director General of the ACRC's Institutional Improvement Bureau, Kim Ki-sun, said, "AI is a key technology and foundation for administrative innovation to effectively realize people’s sovereignty. The ACRC will transition the civil complaint handling system to an AI-based platform to ensure citizens can tangibly experience intelligent civil complaint administrative services."
Source: The Anti-Corruption and Civil Rights Commission, South Korea
