The Gyeonggi Environment Energy Agency is a public institution that supports carbon neutrality and Gyeonggi RE100 policies and programs. It runs multiple initiatives, including carbon reduction reward platforms, energy transition support programs, and power self-sufficiency projects, but citizens still faced barriers in easily understanding and accessing complex policy information.

Policy inquiries were concentrated during working hours, and a staff-only response model made it difficult to handle citizen questions continuously throughout the year. Existing FAQ pages and guidance materials could not always provide accurate answers tailored to individual situations, creating a need for a more intuitive and conversational approach.

The agency decided to introduce generative AI proactively into a public carbon neutrality service. It selected HanaLoop because HanaLoop combined domain-specific carbon management expertise with practical experience in building public digital services.

HanaLoop approached the project not as a simple chatbot installation, but as a digital service design effort to improve policy accessibility and public participation across Gyeonggi-do's carbon neutrality initiatives.

The core design principle was to move beyond mechanical chatbot replies and provide a conversational experience closer to human interaction. At the same time, the system was designed to minimize factual distortion by grounding answers in carefully structured carbon neutrality and Gyeonggi RE100 policy data.

Key programs such as energy transition expansion support and the 100,000 self-sufficient households electricity project were prioritized in the knowledge base so the chatbot could respond to citizens immediately. The response scope was later expanded to cover the Gyeonggi citizen carbon-reduction reward platform, the Climate Action Opportunity Income app.

Because the service operates in a public sector environment, HanaLoop applied strong privacy protection and policy security measures. The chatbot was also designed to guide users to the correct policy contact and trusted information routes when needed.

In addition, HanaLoop built an operational management structure that allows the agency to update learning materials and tagging directly. This made it possible for the institution to sustain and improve the service independently as policies evolve.