99年度各級環保報案中心專線電話接聽人員服務品質調查
| 中文摘要 | 本調查為瞭解各級環保報案中心專線接聽人員服務品質，利用「偽裝成陳情民眾」的方式，針對各報案中心專線接聽電話人員進行測試，整體平均表現分數為94.6分。接聽狀況分數為49.1分(滿分50分)，服務態度與品質為44.8分(滿分50分)(陳情案件屬環保單位權責為43.5分，非屬環保單位權責測試為47.4分，處理結果回復狀況為49.4分)，加分項分數為0.7分。另外，少數專線接聽人員易忽略「給予陳情人報案編號」、「主動詢問陳情人願意會同稽查與否」及「告知處理時效及答復處理結果和回復方式」，建議應加強教育訓練與宣導同仁在處理陳情案件時應注意到所有的細節，讓陳情民眾感受到環保報案中心對於其所陳情事件的重視程度。 | ||
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| 中文關鍵字 | 公害陳情案件;環境保護署 | ||
基本資訊
| 專案計畫編號 | EPA-99-Z102-02-202 | 經費年度 | 099 | 計畫經費 | 270 千元 |
|---|---|---|---|---|---|
| 專案開始日期 | 2010/04/01 | 專案結束日期 | 2010/12/31 | 專案主持人 | 黃河 |
| 主辦單位 | 環境督察總隊 | 承辦人 | 張雅淳 | 執行單位 | 故鄉市場調查股份有限公司 |
成果下載
| 類型 | 檔名 | 檔案大小 | 說明 |
|---|---|---|---|
| 期末報告 | 99年度各級環保報案中心專線電話接聽人員服務品質調查專案工作計畫成果報告-成果報告.pdf | 1MB |
The Quality in Phone Answering Services by the EPA Staff in Regional Complaints Centers in 2010
| 英文摘要 | The objectives of this survey were to understand the quality in phone answering services by the EPA staff in regional centers for reporting environmental violation incidents. Interviewers acted as complainant on environmental violation incidents to test the quality of phone answering services. The final findings: -- The average score of overall quality in phone answering services was 94.6. -- The score for properly answering phone calls was 49.1(out of 50). -- The score of the service manner and service quality was 44.8(out of 50). The score of services on complaints belong to EPA was 43.5. The score of services on complaints not belong to EPA was 47.4. The score of services in informing the handling results of the complaints was 49.4. -- The score of the additional extra items was 0.7. Additionally, there were certain overlooked items that the EPA staff need to improve in order to show that EPA really cares, such as failing to give callers a report registration number, or failing to ask if the callers were willing to go to the contamination site with official investigators, or failing to inform callers how much time needed to take care of the problems and how to get back to them with the results. | ||
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| 英文關鍵字 | Complaints on Environmental Violation Incidents;Environmental Protection Administration | ||