Purpose - Civil affairs are increasing in various forms, but civil servants who are able to handle them want to reduce the complaints and provide keywords that will help in the future due to their lack of time. While various ideas are presented and implemented as policies in solving civil affairs, there are many cases that are not policies that people can sympathize with. Therefore, it is necessary to analyze the complaints accurately and to present correct solutions to the analyzed civil complaint data. Research design, data, and methodology - We analyzed the complaints data for the last three years and found out how to solve the problems of Yongin City and alleviate the burdens of civil servants. To do this, the Hadoop platform and Design Thinking process were reviewed, and proposed a new process to fuse it. The big data analysis stage focuses on civil complaints - Civil data extraction - Civil data analysis - Categorization of the year by keywords analyzing them and the needs of citizens were identified. In the forecast analysis for deriving insights, - The case of innovation case study - Idea derivation - Idea evaluation - Prototyping - Case analysis stage used. Results - Through this, a creative idea of providing free transportation cards to solve the major issues of construction, apartment, installation, and vehicle problems was discovered. There is a specific problem of how to provide these services to certain areas, but there is a pressing need for a policy that can contribute as much as it can to the citizens who are suffering from various problems at this moment. Conclusions - In the past, there were many cases in which free traffic cards were issued mainly to the elderly or disabled. In other countries, foreign residents of other area visit the areas for accommodation, and may give out free transportation cards as well. In this case, the local government will be able to set up a framework to present with a win-win scenario in various ways. It is necessary to reorganize the process in future studies so that the actual solution will be adopted, reduce civil complaints, help establish policies in the future, and be applied in other cities as well.