Research, Development and Evaluation Commission

The Taipei City Government held a press conference promoting the Taipei City Government Single Window Complaint System (https://hello.gov.taipei/Front/main; hereinafter referred to as “the new system”) today (January 3, 2017) to help people learn about the new system. At the press conference, Mayor Wen-je Ko introduced the functions and features of the new system. In addition, he also demonstrated on-site how to use the system by using it to solve Bravo’s problems (Bravo is the mascot for the 2017 Summer Universiade in Taipei.) Mayor Ko and Bravo worked hand-in-hand to make the system known to the public.
Mayor Ko proposed “fix TPE,” an instantaneous complaint/problem filing system, and promised to build friendly Taipei during his election campaign. In order to fulfill his campaign promises, speed up administrative processing, and noticing the “Mayor’s Mailbox” and the old “Single Window Compliant System” have been in use for more than 10 years, Mayor Ko instructed in 2015 the Department of Information Technology and the Research, Development and Evaluation Commission to develop a new one-stop platform integrating all complaints channels. As a result, the new Single Window Complaint System was officially launched on November 1, 2016.
There are five key features of the new system. 1. Integration of all complaints channels: The new system integrates City Affairs Mailbox, 1999 Citizen Hotline, and walk-in services at respective agencies. The design is to manage the processing and tracking of all received requests in one single system; 2. Automatic dispatching (and adding the online filing channel): Instead of manually dispatching requests to the responsible departments, the new system can automatically and correctively send cases to the corresponding offices. It effectively saves labor, simplifies procedures, and significantly reduces paper consumption; 3. GIS positioning: The new system is equipped with Geographical Information System (GIS). The automatic positioning function saves people the trouble to key in the address of their location; 4. Instant upload: When people see malfunctioned or damaged facilities, the new system allows them to instantly upload photos and videos to report the problem for fixing; 5. Prompt responses: All requests are reviewed and processed online. Iit considerably accelerates the process (processing time reduced from 10 days to 6 days,) so citizens’ requests can be answered at the shortest time possible.
In addition, as data masking conceals personally identifiable personal information, the new system can be used for big data analysis, open data and mobile computing; and, further help build a real-time warning system to prevent a problem from growing into a disaster. For example, by running a cross correlation analysis on reporting data of illegal parking and real-time parking data, TCG can find out the reasons of illegal parking and formulate corresponding strategies according.
The single window complaint system will be open for private companies to file requests in the future. The open API will also be made available to developers to create more diversified reporting services. It is hoped the new system will enhance government-industry-academia collaboration, and further help solve municipal problems, improve administrative operation, and ensure barrier-free communication between the government and people.