AI Model Trained on 100+ Million Civil Petitions Delivers Comprehensive Support from Response Recommendations to Automated Duplicate Classification
The Anti-Corruption and Civil Rights Commission (ACRC) has launched a generative AI-based civil petition analysis system for the e-People platform, commencing full operations on February 5, 2026. The AI model, trained on over 100 million civil petition records accumulated since 2006, has evolved beyond simple search functionality to understand the context and meaning of petitions. This achievement stems from a project selected for the Ministry of Science and ICT’s “2025 Hyperscale AI Service Development Support” program, conducted from July to December of last year.
Technical Innovation: Paradigm Shift in Petition Processing Through Context-Aware AI Analysis
The most significant innovation of the newly introduced AI system is its transition from merely aggregating or searching petition data to a framework where AI understands and analyzes the context and meaning of petitions. Moving beyond keyword-centric analysis, the system employs natural language processing (NLP) technology to comprehend petitioners’ intentions and contextual nuances.
Built on a domestic large language model (LLM), this system possesses the processing capability to analyze the vast volume of approximately 14 million annual petitions in real-time. Particularly groundbreaking is its ability to automatically generate draft responses by comprehensively analyzing various reference materials including relevant laws, previous petition cases, and operational manuals—representing a revolutionary advancement over legacy systems.
Performance Metrics: Three Core Services Maximize Petition Processing Efficiency
The newly launched AI-based petition services comprise three key functionalities.
First, the “AI Petition Response Recommendation” service operates on a pilot basis with the Ministry of Food and Drug Safety. The AI analyzes relevant laws, previous petition cases, and operational manuals to draft petition responses and present them to case handlers. This enables petitioners to receive faster and more accurate responses than before.
Second, the “Batch Processing of Frequent and Duplicate Petitions” service is provided to the Ministry of Land, Infrastructure and Transport, Incheon Metropolitan City, and Siheung City. The AI automatically identifies and groups petitions with identical or similar content. This significantly reduces time spent on repetitive tasks, allowing handlers to dedicate more time to reviewing response content.
Third, the “AI-Based Petition Analysis” service is utilized internally by the ACRC. By departing from word-centric analysis to understanding petition context, it rapidly identifies issues closely related to citizens’ lives and applies insights to policy improvements.
Use Cases: Phased Expansion Strategy Targeting Four Pilot Agencies
The ACRC initially provides services to four pilot agencies to validate applicability. The Ministry of Food and Drug Safety, Ministry of Land, Infrastructure and Transport, Incheon Metropolitan City, and Siheung City have been selected as initial pilot agencies, each receiving customized services tailored to their characteristics.
Through pilot operations, comprehensive evaluations will assess AI response recommendation accuracy, duplicate petition classification precision, and petition analysis effectiveness. Upon verification of positive outcomes, the plan is to expand application to all central government ministries and local governments.
Market Impact: Setting New Standards for AI-Based Public Service Innovation
The AI adoption in the e-People system is expected to serve as a catalyst for paradigm transformation in public civil petition services, transcending mere technology application. e-People, processing 14 million petitions annually, represents Korea’s largest-scale public communication platform. Successful AI integration into such a massive platform is anticipated to become a crucial benchmark for digital transformation across other public institutions.
Notably, the 2026 ACRC budget allocates 3.9 billion won for “AI Citizen Rights Platform Construction,” representing a 16.4% increase year-over-year. This demonstrates the government’s strong commitment to AI-based civil petition service innovation.
Expert Opinion: A Turning Point for Citizen-Centric AI Administrative Services
Han Sam-seok, Acting Chairperson of the ACRC, stated: “The launch of this AI-based civil petition service represents a significant turning point for deeply understanding citizens’ voices and reflecting them in administration. We will continue to drive innovation in citizen communication using AI technology to realize administration that citizens can tangibly experience.”
Vice Chairperson and Secretary-General Park Jong-min emphasized during the project launch last June: “Civil petitions are the administrative service most utilized by citizens. We will actively strive to improve civil petition services based on AI so citizens can experience the convenience firsthand.”
Industry experts evaluate this AI adoption as an exemplary case of digital transformation in the public sector. Particularly significant is the achievement of high performance while securing data sovereignty and security through utilization of a domestic large language model.
Going forward, the ACRC plans to continue driving citizen communication innovation using AI technology, simultaneously improving both speed and quality of civil petition services. Based on 2026 pilot operation results, the system will be enhanced, with full agency-wide expansion beginning in 2027 to usher in the era of a truly “AI-powered e-People system.”
