| 英文摘要 |
The project is comprised of the operating process, method and criteria by which the ‘Resource recycling hotline’ is developed and instilled by; various software and firmware facilities necessary to provide a comprehensive reporting system; as well as services of free inquiry, consultation, tip-off, grievance filing and reporting cases relating to resource recycling under general recyclable mandates. The efforts are intended to instill an operating mode among the Environmental Protection administration, local environmental enforcement agencies and the operators that would poise to facilitate the public’s reporting abandoned roadside vehicles and/or subsequent case follow-ups, in addition to supporting the EPA’s environmental awareness promotion and follow-up and monitoring on cases already lodged in that would poise to improve the resource recycling yield. The entire project execution period fully complies with the operating guideline specified under the public screening announcement and contractual stipulations, which in turn are used for drafting four major service level indicators – the call center’s operating management, level of service quality management, outbound service management and system equipment functionality requirement that are used for gauging the project’s state of service fulfillment rates. During the two-year project implementation period, the voice service section received a total volume of 350,815 calls, where the call answering rate by designated voice operators reported a 99%-plus success rate. To gain further in-sight into deciphering whether the content of the resource recycling service hotline does indeed meet the public’s demand, and the level of satisfaction toward the ‘0800 toll-free service hotline’, the project team had conducted a survey study featuring ‘Resource recycling hotline caller satisfaction poll’, as references for real-time service quality improvement. The content of the survey is comprised of four indicators - the overall level of satisfaction toward the resource recycling service; level of satisfaction toward the IVR system; level of satisfaction toward the service personnel; and level of satisfaction toward the overall resource recycling system. Survey findings yielded that over nine out of ten callers indicated satisfactory toward the proficiency of the 0800 service personnel; and eight out of ten indicated satisfactory toward the IVR system, which were indicative that the service personnel’s proficiency and the IVR system had been kept to a respectable level, and that it would be fair to indicate that the public were satisfied with the 0800 service hotline. Furthermore, the service hotline section has further recommended that an integrated information system be instilled collaborating with pertinent government agencies, i.e. Division of Motor Vehicles, Environmental Protection Administration and the like, to better address the caller’s demands.
Of the system, the voice system’s framework has been proposed for change to include three most frequently asked questions by the caller as the cue, together with the caller’s response, to guide the caller to access the system or to get help from live operators; one other area has been the recommended for stepping up a resource recycling-oriented network as the main selection headings for the web page, coupled with clickable dialog box or banner, to facilitate the public in accessing various system interfaces. Upholding a refined perfection approach, the task force is committed to continuing with various project training and system functional fine-tuning and dedicating to an ongoing improvement to the level of satisfaction for all elements of the service hotline, as it is confident that it be able to man for the Environmental Protection Administration a sound resource recycling service hotline featuring good service, good quality, good efficiency, good image and good performance.
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