EPA-101-Z102-02-205

101

6,080 千元

2012/02/24

2012/12/31

黃文鴻

環境督察總隊

郭天裕

振興發科技有限公司

公害糾紛

公害，陳情，報案，全球衛星定位系統，地理資訊系統

public nuisance，complaints，global positioning system，geographic information system

韓宛君

02-23393250#666

maggie@mail.pstcom.com.tw

「環保報案中心公害陳情案件管理系統」於82年成立迄今，持續擔任受理全國民眾於各種管道所提出之公害陳情報案，系統將陳情案件依所屬轄區及陳情次數特性即時交辦至對應各級26個環保單位處理，101年統計至11月30日止，平均每月超過1.5萬件的陳情業務，本系統已成為各公害陳情業務單位所依賴之重要工具。 本專案除維護系統軟硬體環境以維持相關業務處之正常運作與成長，於今年依業務推動與民意所趨增修19項系統功能，以提昇系統便民與輔助行政績效，計畫期間為確實達到意見整合與政策推動，共辦理2場教育訓練、1場業務檢討會議、5場業務相關會議及11次工作進度報告，會議辦理皆提供會議簡報、講義及說明手冊、講座邀請等，加速計畫目標與政策之達成性。 本年於計畫中統整100及101年度公害陳情處理結果統計，並與各環保單位溝通交換意見，擬定提昇辦理品質與突破困難相關政策之推行。除此之外，於今年度有以下幾點計畫執行重點，以期對於現場稽查與決策支援提供更友善與自動化之平台： 1. 本年度配合管考處署長信箱訪談機制，制定「署長列管案件」功能，由系統自動篩選符合條件之案件，提供各環保機關首長進行與陳情人之一對一電訪，以深切瞭解陳情人陳情事由，徹底改善或消弭污染源。本功能已於100年8月1日正式上線使用，統計至目前署長列管案件共: 1,570件，已完成處理案件共: 1,191件。 2. 為符合時代趨勢，本年度已於9月1日更新公害陳情網路受理系統，並重新整理相關資料，以提供民眾耳目一新之面貌。 3. 為節省人力及提高案件處理效率，由公害陳情系統接受所有來自1999派工系統所指派之公害陳情案件，並統一於公害陳情系統處理及回覆陳情民眾，大大減少因重覆鍵檔所造成之人力耗費。 4. 為瞭解行政院環境保護署環境督察總隊北、中、南三區環境督察大隊及新北市、臺中市、臺南市及高雄市等直轄市與17個縣市環保報案中心專線接聽人員服務品質，據以辦理電話接聽品質測試，目前已完成4-11月之電話禮貌測試，共計896通。 5. 持續追踨一再陳情及民眾滿意度調查不滿意案件之分析，並分別提供一再陳情案件清單交付三區環境督察大隊複查及每二個月一次一再陳情案件妥善處理率交付主辦單位，以同時提昇公害陳情案件處理品質。 6. 擴增維護公害陳情案件地理資訊平台；結合全球衛星定位(GPS)技術與應用地理資訊(GIS)系統，利用陳情案件地域性顯示親和度以輔助並提昇稽查人員到達現場案件處理時效，整合端管理者可依公害陳情案件分佈之密度顯示區域警示功能(熱區)，達到經驗累積與傳承甚至預測之目的。

公害，陳情，報案，全球衛星定位系統，地理資訊系統

公開版.pdf

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2013/3/1 上午 12:00:00

Since it was first established in 1993, the Environment Protection Reporting Center’s Public Nuisance Reporting Management System has been responsible for handling the public nuisance complaints that are submitted by members of the public throughout Taiwan via various different channels. Depending on the local government authority that has jurisdiction over the area in question, and the number of complaints received, the System notifies one of the 26 county- and city-level environmental protection agencies to respond to the complaint. During the first eleven months of 2012, the System handled an average of just over 15,000 complaints per month; the System constitutes a vital tool for the various government agencies involved in handling public nuisance cases. The present project involves the maintenance of the System software environment, in order to ensure that System operations can be carried on normally, with room for further expansion; the project also involves adding 19 new functions to the system this year, in line with operational requirements and the general public’s needs, so as to make the system more convenient to use and enhance administrative performance. During the project implementation period, in order to achieve the building of consensus and effective policy implementation, the following activities have been carried out: 2 training sessions, 1 operations review meeting, 5 other operations-related meetings, and 11 progress report presentations. In every case, these activities were supported by the provision of meeting presentations, lecture materials and handbooks, as well as lecture invitations, etc., so as to speed up the successful achievement of the project’s goals. In the current fiscal year, as part of the present project, statistics were compiled regarding the results of public nuisance complaint handling in FY2011 and FY2012, and these results were used in communication and the sharing of views with environmental protection authorities, to facilitate the formulation of strategies for enhancing the quality of complaint handling and overcoming obstacles to improved handling. In addition, project implementation in the current fiscal year has also focused on the following key areas, with the aim of providing a more user-friendly, more highly automated platform for on-site auditing and decision-making support: 1. In the present fiscal year, in line with the establishment of the “Minister’s Letter-box Discussion Mechanism” by the Department of Supervision, Evaluation and Dispute Resolution, a “Cases Designated by the Minister for Priority Handling” function has been established. The System automatically selects cases that conform to the relevant criteria, and makes it possible for the heads of individual environmental protection authorities to engage in one-to-one telephone discussions with petitioners, so as to gain a clearer understanding of the grounds for the petitioner’s complaint, thereby making it possible to remedy the situation more thoroughly, eliminate the pollution at source, etc. This new function came online on August 1. So far, a total of 1,570 cases have been designated for priority handling, of which 1,191 have already been dealt with. 2. To keep pace with changing times, on September 1 of this fiscal year the system for handling public nuisance complaints submitted online was overhauled, and the relevant information reorganized, so as to present the general public with a brand-new online complaint service. 3. To reduce the inefficient use of manpower and improve the efficiency with which cases are dealt with, it was decided that the Public Nuisance Reporting Management System would handle all public nuisance complaints received under the 1999 Assignment System, with complaint handling and the process of replying to the members of the public submitting the complaints being centralized under the Public Nuisance Reporting Management System. This has led to a significant reduction in unnecessary waste of effort caused by the creation of duplicate files. 4. In order to gain a clearer understanding of the quality of service provided by the personnel responsible for taking complaint calls at the Bureau of Environmental Inspection’s Northern, Central and Southern regional offices, and at the environmental problem reporting centers of the special municipalities of New Taipei City, Taichung City, Tainan City and Kaohsiung City, and 17 individual counties and cities, telephone call handling quality testing was performed. Telephone courtesy testing has already been completed for the period April – November, with a total of 896 calls being examined. 5. Ongoing follow-up has been performed with respect to repeated complaints, along with analysis of items where low satisfaction has been reported in public opinion surveys. A list of repeated complaint cases has been prepared and submitted to the Bureau of Environmental Inspection’s Northern, Central and Southern regional offices. In addition, every two months details of the percentage of repeated complaint cases that have been successfully dealt with is submitted to the project commissioning party, to help improve the quality of public nuisance complaint handling. 6. Expansion and maintenance of the Public Nuisance Complaint Handling GIS Platform: This involves the integration of GPS (Global Positioning System) and GIS (Geographical Information System) systems, utilizing the revealed locational affinity of complaint cases to support and enhance on-site handling performance by inspection personnel, and making it possible for coordinating managers to designate particular areas as “hotspots” using the zone warning function, on the basis of the density of public nuisance complaints. This new functionality will facilitate the accumulation of experience and the transfer of this experience to new personnel, while also, ideally, making it possible to achieve greater predictive accuracy.

public nuisance，complaints，global positioning system，geographic information system