| 英文摘要 |
The purpose of this project aims to provide the industries with hardware and software equipment for consultation services and maintaining the online declaration functions, which will assist the Industrial Waste Control Center of Environmental Protection Administration to advocate policies, amend laws and regulations, and eventually increase the number of applicants for online declaration announced annually. Hence the project offers consultation services and information equipment maintenance.
Consultation Services: The project team offers answers on questions regarding the online declaration for the industries and different levels of environmental protection agencies (service content includes the submission of industrial waste cleaning proposal, delivery triplicate for waste cleanup and removal online declaration, output, storage, operation records, reuse inspection, control number, and password application and query, industrial waste device for instant tracking system, and staffing of industrial specialist).
Information Equipment Maintenance: Providing relevant website update, data backup, website repair and monitoring process, instant software correction, system vulnerability scanning scanning, information system security protection, error message records and debug according to the service requirement, with quota assigned for the Department of Environmental Monitoring ＆ Information Management to complete remote-site backup process and provide crisis contingency handling procedures in times of information security incidents. As of December this year, the information equipment maintenance operation has been executed and completed for 2,971times..
Traffic Volume Execution Outcome: The project team offers the industries or local environmental protection agencies with correct and professional replies via voice consultation services in addition to recording and compiling all calls for problem analysis and statistics results. As of December this year, the number of incoming calls for the industries is 55,507 calls and 12,733 calls for outgoing calls, adding up to a total of 68,240 calls.
Service Execution Outcome: The project team also cooperates with the Environmental Protection Administration to handle the industrial wastes related services such as EUIC control number matching and modification of basic control number data. As of December this year, the team has co-processed 12,919 cases of services.
Team Assessment Execution Outcome: To improve service quality and understand the satisfaction for the team service quality and the effectiveness of education and training, a satisfaction investigated was conducted without prior notice. The investigation results show that about 99.3% of respondents are satisfied with the attitude of customer service staff and the results of problem handling while 95.6% of them are satisfied with the overall team service quality. The team also applies Key Performance Indicator (KPI) to assess if several indicative objectives have met the expected level (i.e. answering rate and service level). Currently the statistics as of December this year show that the various key performance indicators have all reached the expected objectives.
This year the service execution outcome of the project team at this stage suggests that the traffic volume execution outcome, service execution outcome and information equipment maintenance operation are all in line with the work objectives of the project. The team will continue to exert its best efforts in completing all tasks assigned and achieve the existing objectives.
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