環境資源報告成果查詢系統

事業廢棄物0800諮詢服務及資訊設備維護案

中文摘要 本專案之目的,在協助環保署事業廢棄物管制中心因應政策推動、法令修改及每年公告網路申報家數逐漸增加,為能提供業者所需之諮詢服務及維護網路申報效能之各項軟硬體設備。故本計畫提供諮詢服務及資訊設備維護二部份。 諮詢服務部份本專案完成相關之軟硬體建置,並編制有十名之客服人員,接聽0800免付費諮詢專線以提供業者及各級環保機關相關網路申報疑義並協助處理申報者相關之作業處理程序;資訊設備維護部分,提供一名資訊維護工程師駐署,協助於第一時間排除資訊系統與設備之障礙,並配合維護相關資訊系統與設備之資訊安全。 本專案之執行,以符合專案管理之程序,提供完善之專案執行內容,並協助訂定完善之管理程序及提供有效率之服務流程,以有效進行監控、查核與管理;輔以建置之軟硬體系統提供有效的解決方案、提報專案之經營成果,並提供工作績效分析,以期完成專案之工作目標。 就經營成果與工作績效分析的部分,對績效優良之工作成果予以繼續維持並更精進,對未達服務水平之表現不斷檢討、改進,並提出改善整體績效之建議與可執行之提案,以達成並超越專案需求為目標。 本期末報告中提供各項話務、業務與資訊維護之統計數據與圖表,且將相關期間之話務進行統計分析與說明,同時將資訊維護狀況進行說明;並就本專案執行期間,各客服人員承辦之各項業務與業務量予以統計。相關之話務量總計達成111321通,達成率為93%;業務量完成計26819件。 經客服人員考核辦法之執行,其所獲得之成效可由話務量與客服人員整體績效之數據中得知,各客服人員之工作表現,經客服管理師不遺餘力的不斷督促與輔導,及持續的與業務單位保持良好之互動與溝通,已可確切的說明各客服人員之工作態度與表現已進入正常之工作軌道。 日後除了繼續維持各客服人員之工作表現外,更將持續的精實各項相關工作與作業,並以激勵與提升各客服人員之工作效率為另一個工作方針與目標。
中文關鍵字 事業廢棄物管制中心, 客服人員

基本資訊

專案計畫編號 EPA-96-H102-02-288 經費年度 098 計畫經費 15500 千元
專案開始日期 2007/12/01 專案結束日期 2009/12/31 專案主持人 江國順
主辦單位 廢管處 承辦人 余家光 執行單位 訊達電腦股份有限公司

成果下載

類型 檔名 檔案大小 說明
期末報告 EPA_Waste_98期末報告(部分).pdf 18MB

Toll-free consulting service of industrial waste and maintenance plane of technology equipments

英文摘要 The objective of this project is to assist Industrial Waste Control Center to serve the enterprise on waste process and control through Internet more efficiently and professionally. With increasing demands on internet waste control service and satisfying the requirement from the latest government amended Waste Disposal Act, the project is designed into two parts, one is to provide waste control consultative service through dedicated customer service center,and the other is to strengthen online waste reporting system through IT maintenance service. In the customer service center, ten customer service personnel are allocated and responding for answering toll free number from enterprise or the environmental related governmental agencies regarding the use of online waste reporting system. All service personnel are well-trained for waste flow and procedure and aimed to assist the applicants with issue arises from online reporting process. In addition, one technical engineer is stationed at EPA responsible for resolving IT related issues of online waste reporting system. The project is carefully planned and implemented in accordance with project management standards, which includes defining project goals and objectives, specifying tasks along with careful controls and management. It also includes implementing computer information system to provide goal achievement report and performance evaluation report. Upon job performance appraisal, good performers will be encouraged and assigned higher goals for future job performance. On the other hand, below-average performers will be continuously evaluated and coached. If necessary, Corrective action to improve work performance will be developed to assist personnel in professional customer service development and in achieving the project goals. In this report, statistics and charts are provided for better understanding on the project results. The service calls have been analyzed and categorized, the amount of calls served by each customer service personnel are quantified, as well as system maintenance status are all presented in the report. The statistic of service calls completed 111321 calls and the result is 93%. And also complede 26819 cases of service requirement. The statistic results and performance appraisal have shown that the objective of the project is achieved. The productivity of the customer service personnel has been increased due to close supervision. Furthermore, the communication channel has been established for better cooperation between sub-units. In the future, the objective of the project will emphasize on higher service level on the consultative process as well as the reporting mechanism.
英文關鍵字 Industrial Waste Control Center,customer service personnel,