Kaohsiung. Title of the Initiative. Initiative Duration. Submitted by. Comments by the Jury Anytime, Anything, Anywhere 2007-

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1 82 Kaohsiung Title of the Initiative Initiative Duration Submitted by Comments by the Jury 1999 Anytime, Anything, Anywhere Chu Chen, Mayor of Kaohsiung City Government 2. Hsu, Li-Ming, Chairperson of Research, Development and Evaluation Commission of Kaohsiung City Government 3. Hsieh Ting-sung, Chief of Joint Service Center, RDEC of KCG Kaohsiung City has several ongoing initiatives that clearly demonstrate its commitment to a caring and clientoriented approach to its day-to-day administration. These initiatives are very diversified ranging from a meals-onwheels type of service for the elderly; using ICT to enhance learning at the primary school level; a bike rental service that uses ICT for real time fleet management and allocation to improve timely access and availability; and a onewindow citizen response system that provides seamless response and dispatch services across 52 categories of possible areas of inquiry or assistance. These range from health and transport, to utilities and environmental services, and from fixing a street light to repairing a pothole. The system, called 1999, initiated in 2007, while inspired by many other one-number call-in services, goes one-step further in ensuring user satisfaction and a high degree of quality of life. Comprehensive daily monitoring and evaluation of the quality of the service and the timeliness of response is undertaken. For example, the benchmark for answering a call or query is 15 seconds, while the benchmark for acting on a complaint about a broken

2 83 street of traffic light or a pothole is four hours. In addition, Kaohsiung trained and hired people who were physically challenged to for the service. Kaohsiung has a population of 2,775,482 people and covers a land area of 2, sq km Anytime, Anything, Anywhere Background Information In order to promote the service quality of government, Kaohsiung City Government implements the enterprise level of customer service into government customer service system. In addition, we construct Call center, Kaohsiung City Government by integrating computer telephone system, building database and training the professional staffs. 1) To enhance the overall service quality of city government and service satisfaction. 2) To implement the mayor s idea on taking care of the disables, disables first. 3) To implement the enterprise level of customer service into government customer service system to reduce the time and amount of phone call. 4) To set up 1999 speed-dial line and let people as easy to remember. 5)To provide our citizens 24 hours, 365 days non-stop single window service. 6) We do active promotion and outbound calling care service. 7) To promote urban governance and enhance the people s life quality effectively. (City should be ruled and taken care by the public sector and private sector.)

3 84 Goals of the Initiative To construct a friendly and unobstructed network city, Kaohsiung City Government originates multiple creative service strategies. Our vision is to provide citizens convenient, kind and effective service. 1) To set up Call Center to provide consultative service instantly. Joint Service Center, RDEC planed to construct Call Center on July, 2007, and established well on December. Then Call Center tested run from January, 2008 to March, 2008, and finally started operation officially on April 1, Besides, we created dispatching and reporting system to deal with citizens live and safe issues at the same time and solved the danger that might be happened speedily. 2) Non calling charge, better service Since 1999 free call in system establish, we estimated more people will care more about the Kaohsiung City Government, and we also recommend people to call in to tell us regard to improve our environment and help us to see the small detail that we don t see. It brings the better environment and friendlier city with both sectors ruling and caring the city together. 3) By using the phone and computer combining system, we were able to combine phone, internet, information Management Center, Service Online system, and E internet service website from each bureau to create a master database for the people to call in 24 hours without any issue, and that could make the people feel the professional and passion of Kaohsiung City Government s service. 4) Through daily, monthly, quarterly, and yearly report, we would do the trend analyses about citizens problems, and then offer these surveys and information to each bureau. Parties and Partners to the Initiative and Resources Used for Implementation 1) We outsourced the set up job to ChungHwa Telecom, and they helped us implement the enterprise level of customer service to service the people. The hardware and people needed are both outsourced to a private company to set up

4 85 and run the service. 2) In order to make a better service, each bureau send out people to educate and train our 1999 staffs to have a better service for our citizens in Kaohsiung city. 3) By combining the database and events of each bureau, we are able to provide the right and first hand information regard to their questions. 4) Regard to the safety issue and many other things that have to be done instantly, we combined 52 categories from Environment Protection Bureau, Public Works Bureau, Water Resources Bureau, Tourism Bureau, Transportation Bureau, and many other bureaus and connected Taiwater, Taipower, ChungHwa Telecom, and Hsin. Kao Gas Corporation, LTD) to make Dispatching and Reporting System, a central outgoing repairing and cleaning job duty system to strictly track down the process and time limit constraint of each action. 5) To raise the effect on service of people, we changed passive role into active one. We combined Social Affairs Bureau and Department of Health to make out calls for new born caring. The purpose is that connect Love with Welfare and also promoting 1999 people service phone line. The resources used for implementing the initiative include: 1) The budget was $6 million NTD in 2007, including the fees of classes and visiting institutions that have experience of establishing Call Center. 2) Call Center, Kaohsiung City Government started on April 1, The needed fee during was $47,449,000 NTD. 3) We would first hire the disable people through the Labor Bureau Bo- Ai Vocational Training Center. We specially designed the working environment, special training, and some special accessories such as hearing aids for each of them to answer each phone call in the most convenient, safe, and easy access environment to provide people the first hand help. 4) Since the Kaohsiung county and city were combined on Dec 25, 2010, in order to service the new big Kaohsiung city, we increased our seats from 21 to 29, and increased 1999 staffs from 31 to 44. (There are 11 disabled people and two are the visually disabled.)

5 86 5) We promoted the popularity of 1999 Call Center on local schools, MRT stations, bus led information system, and some regarding publishing books with local groups and societies. 6) Provide multiple services with technology, such as APP Company. Innovation for the Initiative 1) To set up high quality of 1999 people service phone, our team studied the 311 service contents and operative information from New York, USA. Moreover, we went to the institutions that had established call center to do field trip and learned their experience, such as call center, Taipei City Government, Council of Labor Affairs, Bureau of National Health Insurance, etc. Finally, according to the features of region and city, we drew up 1999 Call Center that fit in with citizens need in the big Kaohsiung area. 2) Government planed multiple creative services by estimating the local needs: a) We are the first who change the 1999 people service phone line into free charge, and recommend people to actually call in to tell us more suggestions and how to improve our place together. b) We are the first to create Dispatch System with 1999 and carry out reporting system, and offer people the instant service. After the county and city combines, the categories of dispatching service increases from 30 to 52. It makes 1999 be near to people s life, and we also build the strict processes of controlling and tracking. This creative strategy can promote government service effectively. c) We increase our use of disabled people to create job opportunity for them to implement mayor s idea on taking care of the disables, disables first Call Center would first hire disabled people. And for better caring, we only set them on day shift for 11 of them. The percentage of disabled people in a department reach 29.6% which is higher than the standard of Council of Labor Affair, and it becomes the high standard for the public sector. d) We set up emergency reporting system, so the department can go to the location sooner and actively care about people who were hurt.

6 87 e) Active out calling caring system. We would call and care about the citizens to provide any benefit for them; therefore, they can get their care and certain needs in time. 3) Reform Object Finish connecting the whole new big Kaohsiung area in 2 months. In the beginning of 2011, in order to achieve the Love Kaohsiung promise and fairness between city and county, 1999 Call Center were finishing connecting both places in 2 months. 4) Provide single platform to deal with government problems from people reflect. People can get the whole service through calling We offer convenient, friendly, and effective service and hope that 1999 can enhance citizens' satisfaction and improve the quality of citizens' life. 5) Establish time limited regulations and processes to strictly control each case of people's consultation they bring up, including those cases from 1999, the dispatch system, and emergency reporting system. 6) Integrate each bureau phone number to raise our service efficiently. It also can save the government communication outgoings. 7) 1999 Call Center integrates government's strategies and projects as single window service. It can reduce the time that people seek and find information and the amount of phone call that people call into other bureau. Moreover, 1999 shortens the process time, and promotes the service standard of government effectively. The origin of creation: We learn through an idea of if you have the power, you have the responsibility from 110. We made a rule that if you report on private sector, you will leave your personal information. If you report on a public sector, you don't have to leave your personal information Call Center should create a better environment, not create rumor and flights. The influence of innovation: 1999 Call Center became the model of some departments or institutes' learning experience. Multiple creative strategies of 1999 service phone line was learned and adopted by other city government, such as the dispatching and reporting system, active out calling caring service, 1999 free line, emergency reporting system actively care about people who were hurt,

7 88 etc. In the other hand, we provide 1999 creative planning for each city government and enterprises in Taiwan to visit and learn, and share our experience with some institutes, colleges, social organizations, and countries, like Guangdong Province, Sichuan province in China, Fhime government in Japan, USA. Obstacles and Solutions to the Innovation 1) After the county and city combines, in order to establish county city fair and priority on better not on size or resource. Not only Joint Service Center work with ChungHwa Telecom, but also we have emergency meeting with 27 districts office to work through this in 2 months. We increase the space and the amount of people, and we connect the Kaohsiung county area to 1999, so they can have the same quality of service. Finally, the big Kaohsiung city started the 1999 throughout on March 1, The original people from Kaohsiung County can also use cell or home phone calling 1999 for free for 24 hours 365 days a year. These make 1999 a better service for the big Kaohsiung. 2) During constructing 1999 Call Center, in order to solve the higher amount of calling and establish the dispatch system after the county and city combines, Joint Service Center held lot of meetings with each department in 40 days. Besides, we increase the seats from 21 to 29, people from 33 to 44. We expect that 1999 service line will provide better service for the big Kaohsiung City. 3) 1999 Call Center has been running for 3 years. In order to establish the customer first, best service provided, we started the new improving development. a) Set up a rule on punishment of Multiple reports on the same issue and Malice reporting. Each city s 1999 usually became people s revenge tool, and it created lots of multiple reports on the same issue again and again. And sometime people even used other person s identity to report. It led to waste of resources, so Kaohsiung City Government established certain punishment to make sure it doesn t happen again, and whoever calls need to leave their person identity. b) Personal Identity Safety.

8 89 Any of the report information regard to personal information will be strictly save and guard. c) Illegal construction, Police department, and Fire department connect system. In order to shorten the service speed, we connected the phone system with Illegal construction section, Police department, and Fire department. d) Result: Multiple reports on the same issue, people who used other people s identity to report, and who hold the line for long period of time reduced 4800 calls in total. Outcomes and Assessments Outcomes achieved are as follows: a) 1999 people service phone line provides one-stop service for citizens to plead and suggest. The amount of calling has been keeping on increasing since 1999 Call Center started operation on April, According to the data, the amount increases from 8,146 calls on April, 2008 to 50,000 calls when we changed 1999 into free charge. In addition, the amount is up to 63,000 calls after the county and city combined. Especially, the amount of calling is access to 80,000 calls during a rainstorm on June, Therefore, 1999 has become an important part of people s life. It not only improves the quality of our life, but also makes Kaohsiung citizens life more convenient, more comfortable and safer. b) We also answer calls on fixing the issue regard to safety such as fixing the pothole on the street, keeping the environment clean, fixing the non working street light, and fixing the non working signal lights. These provide people an efficient and easy process to shorten the time, Arrive on-site within four hours and it enhances the quality of our people s life and boosts our service speed in a right fashion. Assessments are as follows: a) We will answer all calls within 15 seconds as the standard service. And if the people are ok with the survey, we will go ahead to transfer them into the satisfaction questionnaire.

9 90 b) We also set up special manager to hear them through the service to help them provide better service instantly. c) After questionnaire and special manager services set up, we walk through them and try to find out if there is mistake daily. d) We also outsource the survey company to help us do survey on how well they know about 1999 and how do they like it. e) 1999 average service standard is 84%, and the service satisfaction is 96%. f) Through daily, monthly, quarterly, and yearly report or new and magazine to help us improve even better. Methods Applied By integrating Computer phone system, customers service system, automatic phone distribution system, automatic dial out system, digital recorded system, automatic fax and framing system, we set up a way to unify the system and database to catch any non call through phone call. We also provide standardize and automatic workflow and back in call analysis and degree of satisfaction for a better unify and standardize service. In addition, we build a service analysis system in order to enhance the process performance and service time limit. We have certain time limit to answer each call. And we also combine people s thoughts and strategies for the government to have as references. Benefit to Other Cities In order to service Kaohsiung City s people, We are always the first. - The first 1999 Call Center dispatching and reporting system, website, and emergency care. 1) Creative idea from: Dispatching and reporting system From the concept of people s small thing is our big thing, we combine 52 categories and life related department to instant solve anything that might cause damage. Dispatching website

10 91 Provide people look up their cases on the Internet instantly. Emergency care actively We will care about those who is hurt because of our government facilities actively. 2) Execution strategies: (1) We combine all departments from Environment bureau, Maintenance department, fire department, and many others with Tai Power, Tai water, ChungHua Telecom, and others to instantly fix things such as repair the pothole on the road, clean the mass on the street, or even repair the signal lights within 52 categories. We will also call back after we fix the problem, so people can have a better and safe environment. (2) Connect with the system; we provide people the information on each work and statically report. (3) Cases regard to safety issue will be take care in an urgent matter. a. Each urgent case will be reported to our department director in 5 minutes, and we will send out our people to the place in 10 minutes to provide care and understand the situation, and it will be reported to the Research, Development, and Evaluation commission in 30 minutes. b. Call Center should have people go to out with the director of the responsible department at the same time, and be at the hospital to provide care. c. Responsible department director and our director should continue communicate until the case is solved, and record what happen to help future work, and continue find out if there is any compensation that need to be make.