環保專案成果報告查詢系統

專案計畫編號	EPA194111011
經費年度	111
計畫經費	4,480 千元
預算科目	區域環境管理-推動區域環境保護工作
專案開始日期	2022/02/14
專案結束日期	2022/11/30
專案主持人	陳恬恬
主辦單位	環境督察總隊
承辦人	許涵婷
執行單位	振興發科技有限公司
專案分類	公害糾紛
中文關鍵字	公害陳情、系統擴增、大數據、Tableau
英文關鍵字	Public Nuisance Petition, System Expansion, Big Data, Tableau
協同主持人
共同主持人
計畫聯絡人	陳虹雯
計畫聯絡電話	02-23393250#739
計畫聯絡信箱	wenny@mail.pstcom.com.tw

中文摘要	「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 22 個環保單位處理，本計畫期程內，平均每月受理超過 1.96 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理之正常運作與成長，於今年依業務推動與民意所趨增修數類系統功能，以提升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 1 場教育訓練、1 場業務檢討會議及 1 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。本年度計畫中統整 111 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，擬定提升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. 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。 2. 為瞭解臺中市、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 111 年第一季～111 年第四季之電話禮貌測試。 3. 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，以同時提升公害陳情案件處理品質。 4. 新增公害污染陳情案件管理系統分析功能：建置「疑似重大公害案件預警介面」以提供重大污染案件警示，另依據轄區公害案件分布，透過 Tableau 視覺化儀表板呈現，以提供轄區重要污染熱區及案件數與分布之呈現。
中文關鍵字	公害陳情、系統擴增、大數據、Tableau

中文摘要

「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 22 個環保單位處理，本計畫期程內，平均每月受理超過 1.96 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理之正常運作與成長，於今年依業務推動與民意所趨增修數類系統功能，以提升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 1 場教育訓練、1 場業務檢討會議及 1 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。本年度計畫中統整 111 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，擬定提升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. 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。 2. 為瞭解臺中市、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 111 年第一季～111 年第四季之電話禮貌測試。 3. 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，以同時提升公害陳情案件處理品質。 4. 新增公害污染陳情案件管理系統分析功能：建置「疑似重大公害案件預警介面」以提供重大污染案件警示，另依據轄區公害案件分布，透過 Tableau 視覺化儀表板呈現，以提供轄區重要污染熱區及案件數與分布之呈現。

中文關鍵字

公害陳情、系統擴增、大數據、Tableau

類型	檔名	檔案大小	說明	最新版公開日期
期末報告	[彙整]1111124期末報告(定稿)隱匿資料.pdf	19MB		2022/12/30 上午 12:00:00

摘要	Since its establishment in 1993, “Public Nuisance Petition Cases Management System of Environmental Violation Report Center” has been continuously accepting the public nuisance petition cases filed by people across the country via various channels. The system timely assigns the petition cases to 22 environmental protection units at corresponding levels according to their jurisdiction, the characteristics, and the number of petitions. During the period of this project, an average of more than 19,600 petitions were accepted per month, making this system an important tool that all public nuisance petition units rely on. In addition to the maintenance of system software and hardware environment for the normal operation and growth of relevant business processes, several system functions have been added this year in accordance with the needs for business promotion and public opinions in order to 計畫成果摘要（詳細版）計畫成果摘要-3 improve the convenience of the system and enhance administrative performance. For the purpose of achieving opinion integration and policy promotion, one educational training, one business review meeting, and one work progress report were organized during this project period. Meeting briefings, handouts, instruction manuals, and lecture invitations were prepared for the meeting in order to accelerate the achievement of project objectives and policies. The statistics on the handling results of public nuisance petitions filed in 2022 have been summarized in this annual project, and there have been communication and exchanges with various environmental protection units to formulate and promote the policies for enhancement of processing quality and overcoming difficulties. In addition, the following key points of project execution this year are aimed at providing a more friendly and automatic platform for on-site audit and decision making support: 1.For the purposes of manpower saving and enhancement of case processing efficiency, the Public Nuisance Petition System will accept all public nuisance petitions assigned by the 1999 dispatch system, and they will all be processed and responded by the Public Nuisance Petition System to greatly reduce the manpower consumption by the repeated archiving works. 2.The telephone answering quality tests have been conducted to understand the service quality of hotline answering personnel of the Environmental Protection Violation Report Centers in municipalities (such as Taichung City, Tainan City, and Kaohsiung City) and 17 other counties (cities). Currently the telephone politeness tests from Q1 to Q3, 2022 have been completed. 3.There will be continuous follow up on the analysis of the repeated petitions and the unsatisfactory petitions. The checklist of the repeated petitions will be submitted to the North/Central/South 「110-111 年度公害污染陳情雲端聯網管理系統數據資料庫運用計畫(第二年)」期末報告(定稿) 計畫成果摘要-4 Environmental Inspection Brigade for review, and the proper handling rate of the repeated petitions will be provided to the competent authority once every two months in order to simultaneously enhance the quality of handling of public nuisance petitions. 4.The addition of analytical function of Public Nuisance Petition Cases Management System: The “Early Warning Interface for Suspected Major Public Nuisance Case” has been established to provide warning for major pollution cases. And they will be shown on the Tableau visualized dashboard in accordance with the distribution of public nuisance cases in the jurisdiction in order to present the important pollution hot zones and the number and distribution of cases in the jurisdiction.
英文關鍵字	Public Nuisance Petition, System Expansion, Big Data, Tableau

摘要

Since its establishment in 1993, “Public Nuisance Petition Cases Management System of Environmental Violation Report Center” has been continuously accepting the public nuisance petition cases filed by people across the country via various channels. The system timely assigns the petition cases to 22 environmental protection units at corresponding levels according to their jurisdiction, the characteristics, and the number of petitions. During the period of this project, an average of more than 19,600 petitions were accepted per month, making this system an important tool that all public nuisance petition units rely on. In addition to the maintenance of system software and hardware environment for the normal operation and growth of relevant business processes, several system functions have been added this year in accordance with the needs for business promotion and public opinions in order to 計畫成果摘要（詳細版）計畫成果摘要-3 improve the convenience of the system and enhance administrative performance. For the purpose of achieving opinion integration and policy promotion, one educational training, one business review meeting, and one work progress report were organized during this project period. Meeting briefings, handouts, instruction manuals, and lecture invitations were prepared for the meeting in order to accelerate the achievement of project objectives and policies. The statistics on the handling results of public nuisance petitions filed in 2022 have been summarized in this annual project, and there have been communication and exchanges with various environmental protection units to formulate and promote the policies for enhancement of processing quality and overcoming difficulties. In addition, the following key points of project execution this year are aimed at providing a more friendly and automatic platform for on-site audit and decision making support: 1.For the purposes of manpower saving and enhancement of case processing efficiency, the Public Nuisance Petition System will accept all public nuisance petitions assigned by the 1999 dispatch system, and they will all be processed and responded by the Public Nuisance Petition System to greatly reduce the manpower consumption by the repeated archiving works. 2.The telephone answering quality tests have been conducted to understand the service quality of hotline answering personnel of the Environmental Protection Violation Report Centers in municipalities (such as Taichung City, Tainan City, and Kaohsiung City) and 17 other counties (cities). Currently the telephone politeness tests from Q1 to Q3, 2022 have been completed. 3.There will be continuous follow up on the analysis of the repeated petitions and the unsatisfactory petitions. The checklist of the repeated petitions will be submitted to the North/Central/South 「110-111 年度公害污染陳情雲端聯網管理系統數據資料庫運用計畫(第二年)」期末報告(定稿) 計畫成果摘要-4 Environmental Inspection Brigade for review, and the proper handling rate of the repeated petitions will be provided to the competent authority once every two months in order to simultaneously enhance the quality of handling of public nuisance petitions. 4.The addition of analytical function of Public Nuisance Petition Cases Management System: The “Early Warning Interface for Suspected Major Public Nuisance Case” has been established to provide warning for major pollution cases. And they will be shown on the Tableau visualized dashboard in accordance with the distribution of public nuisance cases in the jurisdiction in order to present the important pollution hot zones and the number and distribution of cases in the jurisdiction.

英文關鍵字

Public Nuisance Petition, System Expansion, Big Data, Tableau