The best public enterprise, we're creating a happy future, with clients.

Customers Promise

  • HOME
  • Sympathy Management
  • Customers Promise
  • The Charter of Customer Service
  • General Performance Standard
  • Performance Standard by Department

title iconThe Charter of Customer Service

title iconThe Charter of Customer Service

THE CHARTER OF CUSTOMER SERVICE

We, the executive members of staff of the Seo-gu Facilities Management Corporation of Incheon Metropolitan City, will endeavor to create a positive future for the Corporation in concert with customers and to think and act for customer's benefit.

  • We will practice customer service with a courteous attitude.
  • We will listen to customer's opinions and process civil complaints.
  • We will do our duty as corporate personnel for our residents.
  • We will provide the best facilities and maximum convenience.
  • We will manage public facilities safely and efficiently with professionalism.
  • We will fulfill performance standards diligently and obtain customer's evaluation at least once a year and report results to management.

In order to fulfill these customer service goals, the performance standard will be established and all the executive and staff members promise to implement it.

All executive members and staff of Seo-gu Facilities Management Corporation of Incheon Metropolitan City pledge to do so.

title iconGeneral Performance Standard

title iconOur attitude welcoming customers

  • We, all members of the Corporation, will always wear identification or name tags to implement real name system operation and post assigned tasks together with assigned personnel at the office entrance.
  • We will receive customers who visit headquarters and places of work warmly while wearing proper attire.
  • In case of our disabled customers, when given due notice, we will do our best to to provide assistance for maximum convenience.
  • In case of unsatisfactory service, we will take immediate steps to correct and inform our clients of the results in order to avoid repeating the same mistake.
  • We will prepare a customer service manual and all of our members will endeavor to implement it.

title iconWhen Customers Visit Directly

  • When we receive a customer who is visiting headquarters and work places we will greet them with "Welcome" and "How can I help you?" and process their desired business quickly and accurately.
  • When we receive a civil complaint, we will not make them wait more than 5 minutes, and for business that cannot be processed immediately, will try to report results within 5 days.
  • When the personnel in charge of a task is not available, other personnel will fill in, and in case that request cannot be processed immediately, we have let the personnel in charge process the business within a reasonable time frame.
  • When a customer leaves after finishing their business, we will make sure their inquiry was processed satisfactorily and see them off to the door politely bidding them "Goodbye".

title iconWhen Receiving Customer by Phone

  • We will pick up the phone before it rings three times saying "Hello? This is OOO of OOO Team. How may I help you?" and then process the request.
  • All staff members will use kind and refined diction when dealing with the customer.
  • When connecting to other personnel, we will refer all information to the other party so the customer will not have to repeat themselves.
  • When the person whom the customer is looking for is not available, we will leave a message so that a phone communication can be made within 30 minutes and the request can be processed within 24 hours.
  • When the phone communication is about to conclude we will check whether there are any additional questions and say "Thank you. This is OOO of OOO Team. Goodbye." and will not hang up the receiver before the customer hangs up.

title iconWhen Receiving a Civil Petition through Post mail, FAX or Internet

  • We will process the customer's civil petitions or suggestions within 5 days after receiving and post the response on the homepage and inform the customer by e-mail or fax.
  • Matters which cannot be processed on the same date due to its nature, we will provide information the status in 5 day intervals by telephone or e-mail.

title iconSatisfying Customer's Right-to-Know and Confidentiality

  • We will post useful customer information on our homepage which can be accessed quickly and easily and provide a forum where customers can present opinions.
  • We will make the operation of the homepage (www.issi.or.kr) transparently so that information about management can be searched quickly and easily.
  • We will keep customer confidentiality following the public institution's personal information protection law for the customer who wants to keep their identity secure on the civil petition.

title iconInspection and Compensation for Improper Service

  • When customer's civil petition has not been processed properly, the personnel in charge will immediately apologize to the customer and inform them of the status within due time by telephone or written document.
  • Any personnel who is impolite to a customer will be warned and receive customer service training in order correct their approach in future dealings with clients.

title iconCustomer participation and Opinion Suggestion

  • For civil petitions requested by means of communication such as post, telephone, internet, or fax, the personnel in charge will process them immediately and make sure that there is no delay.
  • For customer suggestions, idea suggestion or notice of inconvenience use, they will receive sincere responses, and good suggestions will be reflected in the policy and be rewarded properly.
  • We will operate a 'Customer Idea' column and 'Customer Madang' on the homepage so that customers can make civil request conveniently anytime, anywhere.
    Telephone Number/Fax, Post Mail, Internet
    Telephone/Fax

    Inspection Division TEL (032) 580-1142

    Post Mail (Zip Code)404-233 190 Seodal-ro, Seo-gu, Incheon
    Internet www.issi.or.kr

title iconSurvey on Customer Satisfaction and Result Announcement

  • In order to raise the standard of service to customers, we will conduct customer satisfaction surveys twice a year and monitoring 4 times a year and post the result on the homepage so that standards of service can be raised using the results as an improvement index.
  • We will reflect the survey result of the evaluation of each workplace's performance and arrange an award system for excellent departments and kind personnel in order to provide a higher level of service.
  • Customer Satisfaction Survey Result [User Satisfaction Investigation]

We, Seo-gu Facilities Management Corporation of Incheon Metropolitan City, are always trying hard to serve customers

We will post the Charter of Customer Service on our homepage and publicity materials serving the resident as our number one customer doing our best to provide service that is second to none.

title iconPerformance Standard by Department

title iconSeo-gu Youth Center

  • We will make regular inspections at least once a week for safety of facilities, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will maintain the youth facilities for clean and convenient use and check the water quality at least twice a day in order to keep the water quality clean and above the legal standard.
  • We will do our best to develop cultural programs and reinforce management for proper guidance and nurturing for the youth.
  • We will make the center an open space for everybody, providing customer services and creating various cultural programs suitable for residents.
  • We will do our best to serve any youth by managing rooms in the youth-exclusive area and by securing the safety of outdoor sports facilities.

title iconYouth Center

  • We will make regular inspections at least once a week to maintain the safety of facilities, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will do our best in communicating information by posting programs on the bulletin board and sending direct mail(DM) quickly in order to provide convenient service to the youths and deliver up-to-date information.
  • We will do our best to form a culture house which can contribute to the formation and nurturing of a healthy youth culture through training programs which allow for a variety of learning experiences.

title iconkuk-min Sports Center

  • We will make regular safety inspections at least once a week in our facilities, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will maintain the sports facilities for clean and convenient use by citizens and check the water quality at least twice a day in order to keep the water quality above the legal standard.
  • We will make the sports center an open space for everybody providing customer services and implementing various cultural programs suitable for customers.

title iconKumdan Welfare Center

  • We will make regular safety inspections at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will maintain the sports facilities for clean and convenient use and check the water quality twice a day or more in order to keep the water quality above the legal standard.
  • We will make the welfare center an open space for everybody providing customer services and create various cultural programs suitable for customers.

title iconStandard Plastic Garbage Bag Operation

  • We will implement good customer service so as to receive people with clean and proper attire and positive attitude.
  • We will thoroughly identify the sales amount so as not to waste customer's money.
  • We will provide the maximum convenience to customers by simplifying the return procedure for volume rate materials.
  • We will keep the appointed time with customers by closely following the delivery schedule for the volume rate materials and ensuring safety through regular vehicle maintenance.

title iconPublic Parking Lot

  • We will clean up every day to implement clean environment management.
  • We will regularly check and repair parking facilities and division lines for customers' convenience.
  • We will explain the parking fee beforehand so as not to cause inconvenience to customers.
  • We will try to instill customer confidence by identifying the cash amount given by the customer when collecting the parking fee and repeating the amount in order to prevent misunderstandings, while explaining the fee as the receipt is being issued.
  • We will make sure not to cause any inconvenience by recording actions against unpaid parking fee in cases when customers pull out their vehicles after the parking lot operation time due to unavoidable reasons.

title iconSeo-gu Arts Hall

  • We will make regular safety inspections at least once a week , and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will do our best to communicate culture and art information by preparing an activity schedule every month and furnishing it in open locations for residents in order to provide convenience to the user and deliver the information quickly.
  • We will endeavor to construct and provide various culture and art programs to meet customer's needs.
  • We will conduct a self survey on customers every year and report its result to business management and arrange various routes of communication in order to identify the customer's needs.

title iconFour season slope center

  • We will make regular safety inspections of facilities at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will do our best in providing convenient service to users so they will want to visit again.
  • We will maintain the outdoor pool for use during the operation period and check the water quality twice a day or more adding sterilization chemicals and operating the water purifier in order to keep the water quality above the legal standard.
  • We will be considerate of residents' convenience and safety at Four season slope center and outdoor pool.

title iconWard Office Building·Health Center Building Management

  • We will make regular safety inspections of facilities at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will provide the maximum service to users by saving energy with efficient management of the ward Office building facilities and managing and maintaining public facilities safely.
  • We will not neglect any complaint.
  • We will make the Ward Office building a relaxing space through "Resident oriented management of Ward Office Building" by fostering a comfortable working space.

title iconPark Management

  • We will make regular safety inspections of facilities at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will try to make the park a beautiful city zone that acts as a green space and the relaxing place for residents who are accustomed to urban life.
  • We will try to make the park a space where we can feel the change of seasons with its green forests, fresh air, clean water and pleasant resting areas.
  • We will participate in the green Seo-gu movement by managing the park together with residents and fostering green space to fill city with green forests and parks full of culture so as to present Seo-gu as more humane and nature friendly.

title iconGate Ball Center

  • We will make regular safety inspections of facilities at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will do our best for customers to use the facility comfortably and safely for the vitalization of sports for all and residents' leisure.

title iconSeoknam·Shimgok Children's Library and Shinseokm Library

  • We will do our best to ensure facilities can be conveniently used by customers.
  • We will create an optimum environment for information service in order to serve customer's efficiently.
  • We will do our best to serve the customer who needs the assistance of library personnel.
  • We will do our best in conducting information services to meet the customer's satisfaction and always consider the customers stance in any circumstance.
  • We will fulfill the know-how to supply high quality information required by customer by being professionals capable of performing speedy and accurate information delivery.
  • We will welcome customers who visit the library with bright smiles and kind voices.
  • We will do our best to listen to customer's opinions and consider their point of view even when it is not in accord with the library administration.

title iconKumdan Children's Library

  • We will do our best for our customers to read our books- even for one book.
  • We will make information service circumstances optimal not to waste customers' time.
  • We will do our best to help customers who needs staff help.
  • We, as professionals to provide precise information service, will fulfill our responsibilities to provide high quality information service to meet customers' needs.
  • We will greet our customers with bright and kind smiles
  • We will do our best not to make any problems of tour schedule for customers' conveniences.
  • We will do our best to provide mobile library service to satisfy customers needs and we will always consider our customers' position

title iconSenior Citizen Welfare Center

  • We will make regular safety inspections of facilities at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment.
  • We will do our best to communicate senior citizen welfare information by preparing an activity schedule every month and furnishing it in open locations for residents in order to provide convenience to the user and deliver the information quickly.
  • We will furnish free services and volunteer service opportunities to senior citizens in order to reduce their economic burden and to let them perform their role as a member of society.
  • We will do our best to manage senior citizens' needs and provide a place for lifetime learning and mutual interchange so that they can live valuable lives in old age.

title iconGajua Senior Culture Center

  • We will make regular safety inspections of facilities at least once a week, and clean up once a day or more to foster a safe and pleasant indoor environment at the Gajua Senior Culture Center.
  • We will do our best to communicate senior citizen welfare information by preparing an activity schedule every month and furnishing it in open locations for residents in order to provide convenience to the user and deliver the information quickly.
  • We, the Gajua Senior Culture Center, will guarantee equal participation without discrimination on basis of gender, disability, religion, or political beliefs, in supplying services to senior citizens.
  • We,the Gajua Senior Culture Center, will ensure confidentiality of personal information and secrecy to respect private lives of senior citizens.
  • We will do our best to manage senior citizens' needs and provide a place for lifetime learning and mutual interchange so that they can live valuable lives in old age.

Information Handling Officer

Department :
Inspection Division
Officer :
Sookja Kang
Telephone :
032-580-1142