97年度各級環保機關執行公害陳情處理案件滿意度調查專案工作計畫
| 中文摘要 | 本調查之調查對象為全國地區，曾經向各級環保機關陳情公害污染案件並留下電話之民眾，成功訪問3,234個受訪者。本專案採取電腦輔助電話訪問(CATI，Computer Assisted Telephone Interview)方式進行各級環保機關執行公害陳情處理滿意度調查，目的在瞭解民眾對各級環保機關公害陳情處理之滿意程度，以提昇人民陳情案件處理效率，另一方面亦針對民眾關切之環保問題及生活品質之要求，據以為法規修訂與施政之參考；本次調查對象為曾於96年10月至97年9月間向本署提出公害之民眾，調查期間分為上下半年度各執行1次，調查結果為「接聽電話人員服務態度」滿意占83.3%，不滿意占13.6%。「環保人員處理結果」滿意占37.4%，不滿意占58.7%。「環保人員由受理陳情開始至實際到場處理所花費的時間」滿意占70.3%，不滿意占25.2%。「環保人員處理陳情案件的服務態度」滿意占72.4%，不滿意占23.3%。「環保人員處理陳情案件的專業能力」滿意占62.4%，不滿意占27.9%。「環保機關回復處理結果的速度」滿意占73.2%，不滿意占24.6%。「環保機關回復陳情案件的服務態度」滿意占75.3%，不滿意占22.2%。 另外，針對各級環保報案中心公害陳情專線之接聽電話同仁進行測試，在整體的電話禮貌服務品質的表現越來越好，唯少數同仁在處理陳情案件時易忽略「引導陳情人提供詳實污染源時段」、「給予陳情人報案編號」、「主動詢問陳情人願意會同稽查與否」，建議應強加宣導同仁在處理陳情案件時應注意到細節，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,滿意度調查,環境保護署 | ||
基本資訊
| 專案計畫編號 | EPA-97-K103-02-211 | 經費年度 | 097 | 計畫經費 | 560 千元 |
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| 專案開始日期 | 2008/04/11 | 專案結束日期 | 2008/12/10 | 專案主持人 | 吳文彬 |
| 主辦單位 | 環境督察總隊 | 承辦人 | 張乃仁 | 執行單位 | 異視行銷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 | 97年度各級環保機關執行公害陳情處理案件滿意度調查專案工作計畫-期末報告.pdf | 10MB | [期末報告]公開完整版 |
The Post-Satisfaction Survey of Local Environmental Administration that Compaints about Contamination Issues of 2008
| 英文摘要 | This survey is part of the annual EPA survey aiming to understand the satisfaction level of the public toward the way EPA deals with compaints about contamination issues lodged by the public. The survey, at the same time, presents findings with regards to concerns of the public about environment protection and the quality of life. A telephone poll was employed for information collection. The interviewed were those who registered compaints with EPA during the period from October 2007 to September 2008. One survey in every six months was coducted during the said period, with 3,234 valid samples to be gathered. The final findings: -- The satisfaction level of etiquette for those answering phone calls was registered at 83.3%, while 13.6% gave a negative reply. -- The satisfaction extent of the handling results produced by the EPA staff was 37.4%, with 58.7% showing disapproval. -- Regarding the total time the EPA staff spent from receiving the complaints to appearing on site, 70.3% said they were satisfied while 25.2% disagreed. -- As to the service etiquette of the staff, 72.4% were positive and 23.3% were negative. -- At least 62.4% gave a positive answer to the question in relation to profressionalism of the staff. About 27.9% had reservations. -- Concerning the speed of the EPA units in response to the handling results, 73.2% were satisfied while 24.6% had compaints. -- Regarding the service etiquette of the EPA units in response to compaints raised by the public, 75.3% were pleased while 22.2% were not. As to the opinion about the way the EPA staff handling complaints, the overall quality in phone answering service had improved. But there were certain faults that needed to be heeded in order to show that EPA really cared, 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. | ||
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| 英文關鍵字 | Compaints about Contamination Issues, Post-Satisfaction Survey, Environmental Protection Administration | ||