Research, Development and Evaluation CommissionPublic Serviceshttps://english.rdec.gov.taipei/News.aspx?n=D77AADB3C3E40BE7&sms=B77E4E812DFDAE8CenResearch, Development and Evaluation Commission<![CDATA[Promotion and Evaluation of Citizen Services]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=93EB54C9050710611. Responsible for the Project of Improving Service Quality

        In order to constantly enhance service quality and set a paradigm of excellence service, the Research, Development and Evaluation Commission (RDEC), in accordance with the policies and regulations concerning service quality of the Executive Yuan and Taipei City Government, provides assistances every year for agencies participating in competing for the Government Service Award. It is also hoped to maximize benchmarking efficiency, and encourage agencies to innovate.


2. Verify agencies’ processing in service applications

To safeguard citizens' rights in application process and enhance administrative efficiency, the Taipei City Government has issued the "Taipei City Government Operational  Directions for Processing Citizen Applications." Based on government agencies'  operational status and legal regulations, the guidelines help them to review, revise, or  simplify application items, required documents, processing time limits, and application  forms. Additionally, the guidelines require TCG agencies to assess and improve their  procedures in response to public feedback and suggestions. All TCG agencies must meet  the directions and submit a report to the RDEC Division. This report should be reviewed  and approved before an application processing time list is announced. The list is served  as an application process reference for the public applying for services.


3. Review Taipei City Government's innovative proposals

Since 2007, RDEC has been promoting the innovative proposals review system that comprises a two-stage screening process and offers multiple incentives. RDEC strive to encourage staffs to generate creativity in proposing innovative ideas for improvements, to provide thematic studies, and to participate in agency’s businesses, thereby educating administrative staffs to desire change. RDEC hope to utilize these innovative ideas to increase administrative efficiency and improve quality service.


4. Assist in supervision of Taipei City Petition System

Taipei City Petition System (hereafter referred to as the “Petition System”), integrating “City Affairs Mailbox”, “1999 Taipei Citizen Hotline,” and information counters or phone inquiry services by all agencies of the Taipei City Government, is intended for the public to submit their petitions and to supervise government agencies’ response efficiency. RDEC makes sure Taipei City staff promptly answer the requests filed at the Petition System in order to improve the services for the public.

]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[Citizen Participation]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=AC6FDC87C122545CConducting Citizen Opinion Surveys of Municipal Services
Research, Development and Evaluation Commission (hereinafter referred to as “RDEC”) conducts citizen opinion surveys of municipal services of the Taipei City Government. This survey analyzes citizens’ satisfaction level to help improve policy development. RDEC also organizes workshops in training personnel to design opinion surveys, and expects to supply the educational environment where personnel can develop their potential.

]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[Taipei City Government publications]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=5B7306606EFFC5EC1.Organize the Taipei City Government publication competition. 
2.Organize training workshops on Taipei City Government publications.
3.Develop the website of Taipei City Government publications to achieve the goals of paper reduction, digitalization, effective use of government funds and expanding promotion.]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[Document Management]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=9D81C165633F6DA11.Manage Taipei City Government’s publications and organize the publication competition. 
2.Take charge of open data related tasks, such as formulating regulations, organizing the open data competition, to carry out the ideal of open government and public participation.

]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[1999 Taipei Citizen Hotline: One Number, Full Service]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=45F75DABC66A3B80The Taipei City Government, in order to provide “one-stop, cross-departmental public services”, has been promoting the advancement of the e-government system. The services were further improved following the inauguration of the upgraded version of “1999 Taipei Citizen Hotline” on 3rd of July, 2008. With citizens’ priorities in mind, several operating procedures were revised after discussions with relevant departments. The final version of the hotline provides five major services, namely, consulting, complaints handling, dispatching, transferring and informing.

  1. Consulting: Supplemented by the Knowledge Management (KM) system, the exchange system between the relevant departments and the call center allows up-to-date updates to the FAQ database, in order to facilitate response to municipal questions.
  2. Transferring: The Research, Development and Evaluation Commission of Taipei City Government cooperated with the Department of Information Technology to establish a contact list system, which includes the contact numbers of all Taipei City Government departments and servants. With constantly updated system, operators can more efficiently and accurately transfer phone calls to the correct target.
  3. Complaints handling: The Research, Development and Evaluation Commission of Taipei City Government cooperated with the Department of Information Technology to develop a complaints handling mechanism, which allows citizens to receive replies to cross departmental complaint cases in a timely manner. In addition, citizens can utilize the online tracking system to follow their cases.
  4. Dispatching: Having studied the New York 311 Hotline, reviewed the most relevant dispatching tasks, simplified the workflow and reassigned duties, 1999 Taipei Citizen Hotline is able to introduce a standard operating procedure tailored for dispatching services. By setting a clear timeline, the standard operating procedure will break the barriers effective communication between departments and allow citizens to know exactly when a task will be completed.
  5. Informing: In cases where citizens request services that are beyond the scope of the Taipei City Government's authority, the operators will assist the citizens by providing an appropriate number to contact.

 

Through various channels such as phone calls, the online tracking system, paper documents, faxes, or mobile phone APP, citizens can receive full assistance regarding their inquiries. As a result, citizens will be able to enjoy more convenient and transparent public services.

 

“1999 Taipei Citizen Hotline” offers 24/7 municipal services. By dialing 1999, citizens of Taipei City can acquire relevant municipal information.

]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[Inspect and Control Taipei City Government Projects]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=B8CD9C2A444A9789 ]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[Official Correspondence Search and Inspection]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=206D388E1E473ED5Conduct an analysis of the official correspondences of all Taipei City Government agencies every month. The analysis includes volumes, processing efficiency and case close rates, etc.
2.Official correspondence inspection and processing time monitoring
(1)Processing time monitoring: Monitor the processing time from correspondences created to cases closed. In addition, inspect, rush and provide assistance by using the new e-correspondence system to ensure the cases are closed duly. 
(2)Official correspondence inspection: Follow the Taipei City Government Document Guidelines to inspect official correspondences of all Taipei City Government agencies periodically and non-periodically and supervise agencies to make improvements.  
(3)Workshops on document processing: Organize workshops regularly to enhance the quality of document processing.
(4)Official correspondence digitalization: Responding to the “Project of Correspondence Digitalization for Energy Saving and Carbon Reduction” of the Executive Yuan, the Research, Development and Evaluation Commission (RDEC) work with the Secretariat and the Department of Information Technology to push for correspondence processing online and develop a new e-correspondence system.  ]]>Thu, 12 Apr 2018 16:00:00 GMT<![CDATA[Research and Development]]>https://english.rdec.gov.taipei/News_Content.aspx?n=D77AADB3C3E40BE7&s=11BC67D8F82DFF5A1.Previewing Annual Research and Development Projects of the Affiliated Agencies of  the Taipei City Government (TCG)
In order to strengthen the performance of research and development and to use the resources of it effectively, Research, Development and Evaluation Commission (hereinafter referred to as “RDEC”), the Department of Finance, the Department of Budget, Accounting and Statistics are obliged to preview the annual research and development projects according to the Previewing Operation Directions for Annual Research and Development Projects of the Affiliated Agencies of the Taipei City Government.


2. Conducting Entrusted Municipal Development Research Projects of RDEC
In order to strengthen the operation of the municipal affairs and service efficacy, and to combine academic theories and administrative practices, RDEC attempts to improve and achieve the municipal plans and purposes through conducting the entrusted municipal development research projects according to the Operation Directions for Entrusted Research Projects of the Taipei City Government.


3. Reviewing Employees’ Publishing Papers and Books of TCG
In order to stimulate employees to innovate and research, and to encourage them to publish papers and books related to the municipal development, RDEC invites scholars and experts to review those works, and conducts the reward operation according to the Reward Operation Directions for Employees’ Publishing Papers and Books of the Taipei City Government.

4. Controlling Official Business Overseas Reports of the Affiliated Agencies of TCG
In order to maintain the quality of the official business overseas reports of the affiliated agencies of the Taipei City Government, RDEC reviews and controls all related documents of the official business overseas reports according to the Operation Notices for Official Business Overseas Reports of the Affiliated Agencies of the Taipei City Government.

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