| 英文摘要 |
0800-085717 Recycling Hotline: Leading the way, strengthening environmental knowledge and outreach, and promoting sustainability awareness.
This project serves as a communication platform between the public and the government, providing a variety of services such as handling inquiries, reports, petitions, roadside abandoned vehicle notifications, 24-hour intelligent customer service, and LINE service. Compliant with the policies of the Resource Circulation Administration Ministry of Environment, our goal is to strengthen awareness campaigns and promote the widespread adoption of the content by the general public to improve resource recycling rates.
Quick solutions with just one call - achieving 93% satisfaction rate From March 2022 to October 2023, the hotline received 161,563 incoming calls with a 97.48% response rate, replied 831 voicemail messages from the general public, forwarded 222 cases, accepted 17,209 notifications of abandoned vehicles, sent 31,650 text messages, and made 11,270 outbound calls in accordance with the requirements of the Resource Circulation Administration Ministry of Environment. A post-call satisfaction survey was conducted after ending each call from the general public, achieving a 98.60% rate of satisfaction, reflecting the general public's approval of our hotline personnel's responses and services. An annual comprehensive satisfaction survey was also conducted, with 93.75% of the general public giving high praise for the hotline services.
Delivering flexible and convenient digital services to meet recycling needs of the general public thereby improving service efficiency.
From March 2022 to October 2023, a total of 4,821 general public utilized the intelligent customer service, posing 11,365 inquiries. The intelligent system provided responses to 10,938 questions, achieving a system coverage rate of 96.24%. The hotline added 1,120 questions to the knowledge database and 67,434 sample sentences. Additionally, starting August 26, 2022, a direct dialing function was incorporated into the 0800-085717 hotline for mobile users, diversifying service options. LINE services were launched in July 2022 and were proactively promoted through personnel, voice messages, text messages, and the Facebook page of the Ministry of Environment between its launch and October 2023. The number of friends added to the LINE services reached 9,288, with 2,899 members of the general public utilizing the 1-on-1 consulting service. During this period, the project team collaborated with the Ministry of Environment to coordinate promotional activities. They sent event messages through the LINE platform to encourage public participation and utilized various promotional channels to disseminate information about recycling and enhance outreach.
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