Research, Development and Evaluation Commission

Regarding the concerns in the news report about the effectiveness of TaipeiPASS VoIP 1999, the Research, Development, and Evaluation Commission (RDEC) from the Taipei City Government stated that with the advent of the post-pandemic era, citizens’ daily habits have changed gradually, and the frequency of using digital services has increased. The usage of Voice over Internet Protocol (VoIP) is steadily increasing daily. In response to this digitization trend, the Taipei City Government has been providing the TaipeiPASS VoIP 1999 service since 2022. It allows TaipeiPASS users to quickly find a response channel within the App when facing issues, enhancing user experience. It also offers citizens multiple access points, simplifying the identity authentication process for complaint filing. Moreover, with VoIP, citizens can directly call the 1999 Taipei City Hotline from anywhere, whether inside or outside the country , enabling more accurate and faster access to 1999 services. The latest Communications Market Report for 2023, released by the NCC, indicates that the proportion of citizens using Voice over Internet Protocol services is increasing year by year, gradually replacing traditional telephone services. Various industries have also integrated VoIP into their business operations. It is evident that VoIP has become one of the development trends of future convenience services.

The 1999 hotline serves as an important convenience service channel for citizens to access various municipal services over the phone. To maintain high service quality in the digital era, RDEC from the Taipei City Government launched a research project in 2020, which evaluated the optimal plan for integrating AI into the 1999 Citizen Hotline. The evaluation analyzed the pain points and proposed improvement countermeasures for the implementation of new digital technologies. Based on the recommendations of its final report, the government formulated plans to establish the TaipeiPASS VoIP 1999. By introducing VoIP technology, the government is able to enhance the quality of telephone services.

The TaipeiPASS VoIP 1999 aligns with the trend of digital development. If the Taipei City Government's various convenience services are expected to expand or reduce after digital transformation in the future, the TaipeiPASS VoIP 1999 will be able to serve as a contingency plan. This ensures that free calls and high-quality services continue to be provided to the public during policy adjustments.

In addition to handling complaints, the 1999 Citizen Hotline offers consultation and transfer services. The phone charges are covered by the government's budget. If citizens are willing to dial through TaipeiPASS VoIP 1999, the resulting reduction in call charges can be allocated to other convenient services as needed. In the future, the promotion of TaipeiPASS VoIP 1999 will persist to enhance overall construction efficiency.