After three straight years of first choice of 1999 Hotline Service in 2015-2017, Taichung received yet another gold medal in the same category in “2018 The Best Service in Taiwan” contest, with service representative Tsai Yao-zhong awarded best individual service. Being the only government winner among the gold medals, Taichung is honored to receive such recognition, and will keep up the effort in solving public’s issue, says Deputy Mayor Lin Ling-san.

“2018 The Best Service in Taiwan” award ceremony took place at Le Meridien, Taipei, today (3). Deputy Mayor Lin Ling-san was present to receive the recognition, along with the congratulations from Vice President Chen Jian-ren.

Contrast to temporary workers in the past, Mayor Lin chose to direct-employ the service representatives to enhance the quality after on board. Not only to keep low turnover, but also the staff listen to people’s voice with their heart, make effort to meet the public’s needs. Big data is applied to analyze the reflected issues for best solutions.

Taichung RDEC (Research, Development and Evaluation Commission) mentioned that, since 2009 the establishment of Taichung 1999 Hotline, this 24hr service has received more than 12 million calls, and made it to the top place of Global Views Monthly’s five star service award for the third time in 2017. This year the overall performance of 1999 Hotline service once again is recognized with gold medal in “The Best Service in Taiwan” award. Honored best individual service, Tsai Yao-zhong, the service representative of Taichung 1999, makes sure that he serves every caller with his heart, and knows that the callers would feel the difference.

As per RDEC, to secure workers’ right, Mayor Lin decided to take in the staffs under government’s employment in 2016. Call management team was established and operates exclusively to enhance the service quality in 2017. As for 6.57% turnover in 2015, the rate has decreased gradually to 0.21% this year, while service indices remain high standard; this year the oral compliment cases rose from 120 cases before the employment, to 219 per month.

Call system upgrade, new public feedback system, improvement of software & hardware & user interface, as well as trendy text response service, this year the Hotline will be enhancing on all aspects, says RDEC; for hot public topics, big data analysis is introduced to assist each department in locating hot topics and come up with response to solve people’s issues.