Hualien Branch, Administrative Enforcement Agency, Ministry of Justice, Total Service Quality Promotion Plan 2008

1.According as: “The Enhancement of Government Service Quality” on July 23, 2007 which Executive Yuan delegated Research, Development and Evaluation Commission, Executive Yuan archive No. 0960015247a.

2.Implement object: Hualien Branch, Administrative Enforcement Agency, Ministry of Justice.

3.Goal: “Convenient and Courteous”.  Implement and boost each action message for people’s convenience, focus on “innovation” and “enhancement”.  To achieve the comprehensive goal of promptness and efficiency, elevate law affairs service to a superior image of convenient and courteous.

4.Content：

 (1)Elevate service quality, reinforce service effect

a.Improve organization inner and outer environment cogitations and facilities in order to accordance with people’s demand.  To assist people’s affairs, guild them friendly and offer affairs consulting.

b.Collect public opinion, review and amend service affairs, and make good use of mass media, public hearing, orientation, suburban meeting to propagandize government’s executive policies and executive effects.

c.Broaden and renew service facilities and measures, including height of counter, service indication, application notices, application procedure and flow path, parking lot and propaganda information.

 (2)Convenient service procedure, ensure lucid procedure.

a.Review, amend, and install versatile counters, strengthen transverse connection in inner organization, provide completely and consistently service throughout the procedure.

b.Review the efforts of provide service for people, relevant operation criteria and service regulations.  Establish or simplify the operation procedure and timeframe.  Set lucid operation procedure and offer staffs in accordance with rules and quantify service index.

c.Review the necessity of notification copy of application case, and reduce attachment.  Co-operate with the electronic copy identification system policy, raise application case and relevant information verify with electronic copy identification system usage rate.

d.Announce all service criteria operation procedure information.  Offer people to comprehend operation procedure and the latest schedule.

e.Build inner inspection system, oversee operation procedure cautiously.

 (3)Investigate public opinion trend, build a good relationship with obligor.

a.Build outsourced workers response to people mechanism, offer professional law information and solution immediately and correctly, reduce cost of time-handing, decrease people’s complaint frequency.

b.Evaluate service quality, service attitude and telephone manner periodically or unperiodically. (One time a month at least.)  Review and amend drawbacks indeed.  Establish or amend the service attitude and manners rewards and punishment means, and census the complaint telephones in order to alert staffs and maintain service quality.

c.Build news mass media rapidly response mechanism and criteria operation procedure, defend policy actively or revise unreal events, in order to lead a good society climate.

d.Build systematical “common questions volume” management mechanism, transfer people’s opinion to service policies or measures, plan service policies or measures by people demand survey.

e.Process people opinion survey periodically, analyze survey result, amend service drawback, reinforce questionnaire, evaluate cogitation. Research and analyze satisfaction trend, compare with congenial organizations in order to provide improvement.

 (4)Broaden service information, promote network connect

a.Plan to announce organizations’ basic information, main policies, executive plan, service measures and budget conditions actively. Information should be connected correctly and update immediately. 

b.Organizations’ website should offer multiple retrieve ways, and follow relevant rules to indicate information.

c.Build multiple electronic participating channels, like message board, debate on line, vote on the Internet, and opinion poll on the Internet. Simplify relevant interact and operate methods in order to offer people friendly communication environment on the Internet.

d.Keep review and boost application affairs and service items on the Internet (on line), offer completely application identification, and plan to increase application items, raise the application usage rate on the Internet.

 (5) Innovate service ways, integrate service resources.

a.Encourage staffs offer valuable, considerable, and creative service items through meetings or workshops every season.  Service items tend to flexible and accordance with people’s demand in life.

b.Review current service intension, coordinate integration or relevant service affairs, accordance with people’s demand and establish total service quality promotion plan 2008.

c.Give staffs visit industry or attend quality management workshop which hold by government one time at least, emphasis on the service output purposes and service output efforts, eager to acquire valuable, innovative, and multiple service style.  To use less cost to acquire better service quality, to fulfill society justice and administration value.

d.Hold cross-organizations information workshops or education training one time at least, break through barriers among organizations.  To start from government service resource integration and sharing, to plan cross-organizations’ horizontal integrating service and affairs system’s vertical integrating service.