Enforcement Plans to Enhance Quality Service

I.Based on the enforcement plan to enhance quality service for the year of 2008
II.Targets: to render good service for people; to materialize all convenience measures of good service for people; to strive for our plans of “Innovation” &”Excellence”, achieving the aims of “facilitation” & “efficiency”, further upgrading good impression on the people about the enforcement, convenience and due respect for people.
III.Contents:

Classification:

1)To upgrade service quality, deeply rooting service effects

Methods:
i.Improving our features of the interior and exterior of the office; establishing facilities to meet people’s demand; actively assisting people with their application, and providing answers to their inquiries.
Deadline for accomplishment: October, 2008
Units involved:All units
Anticipated effects:
Providing qualified employee for excellent service; encouraging employee to study innovation, and helping to upgrade service quality.

ii.Accumulating people’s opinion, examining our service, propagandizing at least two times the government’s administration and its effects by taking advantage of auctions and seminars
Deadline for accomplishment: October, 2008
Units involved: Office of Execution officer/ Secretariat
Anticipated effects:
Spreading government’s administration policies, making closer relationship between people and the government, thus lifting people’s impression of service.

iii.Fulfilling and or renovating service facilities and measures, including the height of counters, information, application procedures, parking spaces and propaganda information, etc.
Deadline for accomplishment: October, 2008
Units involved: All units
Anticipated effects: Providing to people good surrounding for consulting government officials; reducing waiting time for consulting, establishing good image of our office.

2) To facilitate service procedures, and ensure their transparency:

Methods:
i. Arrange service areas, interior and exterior; provide facilities for disabled people; mark the name of all units in English and Chinese; provide all kinds of forms of application, thus rendering convenience for service.
Deadline for accomplishment: June, 2008
Units involved: All units
Anticipated effects: Providing to people convenient surroundings for consulting; reducing waiting time, and constantly upgrading service qualities.

ii. Examine relevant standard for service, codes, devise or simplify procedures, set deadlines, devise definite procedures, and provide to employees aims and goals of procedures, thus maximizing our service goals.
Deadline for accomplishment: June, 2008
Units involved: All units
Anticipated effects: Providing all employees manual; revising contents regularly, standardize all procedures, consistency, and reduce time, and errors.

iii. Encourage employees to have advanced study or participate in relevant seminars sponsored by government, job training to lift work knowledge, increasing techniques.
Deadline for accomplishment: June, 2008
Units involved: All units
Anticipated effects: Anticipating 60 employees at least to participate in relevant seminars.

iv. Establish interior checking and examining systems; regulate the computerization of all documents; inquiry managements of documents at all time; strictly supervising work procedures.
Deadline for accomplishment: No deadline
Units involved: All units
Anticipated effects: Regulate and control of computerization; regularly checking and control work procedures, upgrading work efficiency every week.

v. Establish “Chief’s e-mail Box”, receiving complaint, proposals and suggestions.
Deadline for accomplishment: March, 2008
Units involved: Secretariat
Anticipated effects: Continuously research about improvements and duly handle people’s opinion.

3) Probe into tendency of public opinion, and establish good relationship between people and employees

i. Establish agency to handle people’s complaint, lower complaint frequency, and duly solve people’s problems.
Deadline for accomplishment: March, 2008
Units involved: All units
Anticipated effects: Respond by personnel’s in charge all questions raised by people to achieve service efficiency.

ii. Regularly or irregularly examine service quality, service etiquette, and telephone manners (at least once every season, each time checking four sections at least), and ensure improvements of all negligence and errors.
Units involved: by the season
Units involved: Secretariat
Anticipated effects: Regularly or irregularly each year examine and check by polite telephone inquiry. Constantly uplift service quality by means of checking, advising and correcting.

iii. Establish speedy response to news media, and standard work procedures. Actively defend our policy, and or correct incorrect contents to guide social aspects.
Units involved: All units.
Anticipated effects: Clarify at first hand and time the negative news report, and present concrete evidence to balance fact, thus providing to people accurate information.

iv.Systematically establish FAQ, management agency, transforming people’s ’opinion to service policy or measures; or investigate service policy or measures through people’s demand
Deadline for accomplishment: March, 2008
Units involved: All units
Anticipated effects: Through FAQ, aggressively examine and improve service policy and measures, lessen people’s doubts, and increase their confidence in government

v. Regularly investigate people’s opinion, analyze investigation results, improve our weakness; strengthen contents of FAQ and measure the devising of forms and evaluate result analysis; study and analyze at least once a year satisfaction tendency, providing reference for improving.
Deadline for accomplishment: September, 2008
Units involved: Office of execution officer/ Secretariat/ Investigation office
Anticipated effects: Investigate people’s opinion at lease once a year to understand people’s problems, and their demands in order to improve our service.

4) Enrich our service information, and promote our communication opportunities in internet.

i. Actively make plans for publicizing basic info concerning the office, core policy, execution plans, service and important information about budget.
Deadline for accomplishment: March, 2008
Units involved: All units
Anticipated effects:
Actively make public basic relevant info by Office websites, renovate it in due time, and provide to people for consulting around the clock for the latest info.

ii. Make public all info and provide to people info.
Deadline for accomplishment: All the time
Units involved: All units
Anticipated effects: Publicize info at all times, providing relevant info.

iii. Regularly maintain and renovate info
Deadline for accomplishment: All the time
Units involved: All units
Anticipated effects: Gain control of accurate info and raise service quality

iv. Irregularly post info regarding anti-scam.
Deadline for accomplishment: All the time
Units involved: All units
Anticipated effects: Provide to people and make them familiar with latest scams in regard to deceiving technique.

v. Renovate service, / consolidate service resources.
i. Cooperate with taxation office for propaganda
Deadline for accomplishment: October 2008
Units involved: All units
Anticipated effects: Make people familiarize the duty of tax- paying, further reducing the case number of the office.

ii. Examine the current rand and depth of our service, and actively coordinate the integration natures or relevant service. To meet people’s needs, we devise execution plans of service in full scale in 2008
Deadline for accomplishment: March 2008
Units involved: All units
Anticipated effects: With renovation service items, and device for people’s living habits, we are in a position to alter people’s stifling ideas about government’s service. We devise enforcement of service plans to ascertain the execution goals and work phase of this year, and thus help to enhance the image of the service of this office.

iii. Hold at least one time business seminars and discussions with transferring agencies to break through barriers between current government agencies.
Deadline for accomplishment: June2008
Anticipated effects: By means of relevant seminars and discussion, to study and improve and integrate the platform of service, upgrade professional knowledge, and consummate the purpose of sharing information.

IV.Steps of execution
1.The secretariat is responsible for completing arrangements, coordination and of this plan.
2.All items are to be managed by units in charge.
3.Examine execution and enforcement at any time, and report execution success or proposals.

V.Successful results:
At the end of each year, all units should report to Secretariat about the successful result. The Secretariat will in turn compile all results and report to superior offices based on “Award for Service Quality of the Executive Yuan”.