Study on Dispatching Service and Informing Mechanism of “1999 Hotline for Taipei Citizens”

• Main Authors: Yao,Wen-Mei, 姚文美
• Other Authors: Kuo, Shyh-Rong
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/b9a56n

碩士 === 國立臺灣海洋大學 === 河海工程學系 === 106 === Taipei City Government launched the “1999 Hotline for Taipei Citizens” from July 2008 and accumulated 2,556,255 dispatching cases until May 31st, 2018, which is average 21,481 cases per month, and estimated 250,000 cases per year. Taipei City Government needs to review and assign related department and staff to handle these cases. This study is focus on flaws related to “1999 Hotline for Taipei Citizens”, which provided round-the-clock service to citizens to report incidents and make suggestions to the authorities.Currently each authority unit in Taipei respond to dispatching service which leads to issues such as “manpower issue for handling cases on holiday and during night time”, “difficulties to handling cases due to unclarified responsibilities”, “same case was reported to multiple authority units”. As result, these issues will cause duplicate dispatching services and waste resources and manpower. Therefore, this study proposes a new handling standard to address these issues. This study suggests to manage dispatching services reported by Taipei citizens within three managing levels: rotating authority unit, supervising vendor, turnkey vendor. Responsibilities will be assigned as follow.Rotating authority unit: responsible for budget control, manage and monitor supervising vendor and turnkey vendor, and coordinate dispatching issues between authority units.Supervising vendor: responsible for handling dispatching case.Turnkey vendor: responsible for delivery dispatching message and assist in follow up and emergency contact for dispatching cases. In addition, vendor is responsible for design and enhance related issues for dispatching.This suggestion will address issues mentioned earlier including “manpower issue for handling cases on holiday and during night time”, “difficulties to handling cases due to unclarified responsibilities”, “same case was reported to multiple authority units”. In addition, it will enhance efficiency for handling dispatching services and coordinate authorities to avoid difficulties in clarifying responsibilities.Asresult, it will optimized manpower dispatching and use of public funds.