ESR Post's customer feedback (VOC) solution 'Flamingo' has been selected for the Public Procurement Service's 2023 Innovative Product Pilot Purchase Project and has been supplied to organizations such as the Sungnam Urban Development Corporation, Gapyeong Facilities Management Corporation, and Jeonbuk University Hospital, the company announced on the 15th.

Flamingo provides an automated environment for processing customer feedback (queries, complaints, suggestions, reports, grievances, etc.) received through various channels such as websites and emails, enabling batch processing.

Through this, public institutions can automate repetitive tasks, suppress unnecessary resource consumption, and maintain consistent response quality.

In this supply, some customization was conducted in line with the characteristics and needs of each public institution.

The Sungnam Urban Development Corporation focused on the 'Type of Processing Management' function, the Gapyeong Facilities Management Corporation optimized the system with an emphasis on the 'Approval Submission Function' in the complaint processing process, and Jeonbuk University Hospital focused on mapping patient information and complaint information.

ESR Post CEO Oh Chang-yong said, "Complaint handling solutions are essential systems that public institutions must introduce regardless of the volume of complaints, based on the Complaint Handling Act." He added, "VOC is a trend that is gradually being integrated with call center systems, and we expect continued demand for the excellent innovative product, Flamingo, in this regard."

Flamingo was designated as an 'excellent research and development innovative product' by the government in 2021. If selected as an 'innovative product,' it is eligible for multi-year contracts with central ministries, local governments, and public institutions through the procurement innovation market.

There are also benefits for demand organizations that purchase innovative products. Introducing innovative products reflects the Innovation Purchase Goal (mandatory compliance for public institutions) in the agency evaluation, and responsible persons are exempted from 'purchase responsibilities.' Through the Public Procurement Service's pilot purchase project, innovative products can be introduced free of charge.