One of the annual EPA projects, this survey aims to understand the level of satisfaction of the public with various services provided when they file applications to the EPA. A telephone survey system was used. The surveyed were those who submitted applications to the EPA during the period from July 21, 2008, to August 20, 2008. A total of 616 valid samples were collected. The findings: On service manners of the EPA staff answering phone calls, 92.4 percent of the interviewed said they were satisfied while 3.2 percent expressed dissatisfaction. On layout of the application forms, 76.9 percent gave a positive answer while 14 percent disapproved. On service signs and the clarity of directions, 72 percent felt satisfied while 9.5 percent thought otherwise. On service manners of the departments accepting applications, 82.5 percent showed content while 2.6 percent were unhappy. On online application, 80.4 percent were satisfied with the service while 9.9 percent were not. On service manners of the working clerks, 87.5 percent expressed satisfaction while 3.3 percent indicated negative. On time for reviewing applications, 67.6 percent felt satisfied while 23.3 percent said no. On time spent on application, 21.9 percent were within one week, 12.9 percent one to two weeks, and 13.8 percent two weeks to one month. The percentage was 68.3 for cases in which supplementary documents were needed. The percentage for cases in which full information on supplementary evidence was provided by responsible clerks was 87.2. On service manners of the staff handling supplementary papers, 92.2 percent gave a definite yes answer while 3.2 percent had complaints. On the level of satisfaction as a whole, 87.6 percent said satisfied while 7.1 percent showed negative. On results of application, 88 percent were approved while 2.2 percent rejected, with 9.8 percent still under review. This EPA test aims to understand the service quality of the EPA staff in various departments when answering phone calls in relation to regular inquiries and complaints made by the public. The test involved 830 valid phone calls made in four seasons, with an average score of a 90 mark (distinction) out of a 100. Some staff members even got a 100 mark. The results indicated that the EPA staff generally did a good job in terms of telephone etiquette. Shortcomings included: without giving full information about the name of the service unit, the name of the answering person, and greetings, and without using proper remarks before hanging up. These should be corrected as soon as possible to improve the overall service quality. As to the test about the way the EPA staff handling complaints, the overall quality in phone answering service is improving. But there were certain faults that need to be heeded in order to show that EPA really cares, such as failing to direct callers to provide more detailed information on when and how the concerned pollution started, failing to give callers a report registration number, and failing to ask if the callers were willing to go to the contamination site with official investigators. In connection with this survey, four seminars on telephone etiquette were held to enhance the performance of the EPA staff, so that the satisfaction ratings of the EPA in public service can become better.

Post-Satisfaction Survey、Telephone Courtesy Test