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Environmental Nuisance Complaint System to be OverhauledSupervis

Environmental Nuisance Complaint System to be OverhauledSupervis」於資料集「Environmental Policy Monthly」由單位「行政院環境保護署」的楊先生所提供,聯繫電話是(02)23117722#2217,(02)23117722#2216,最近更新時間為:2022-01-15 01:13:03。 欄位編號的內容是456 , 欄位標題的內容是Environmental Nuisance Complaint System to be Overhauled , 欄位摘要的內容是To raise public satisfaction regarding environmental nuisance reporting the EPA has drafted measures to improve the complaint system. By analyzing actual cases, the EPA will critique and compare the responsiveness of environmental agencies to nuisance complaints. As for individuals who do not leave contact information when filing complaints, environmental agencies will implement a proactive case-tracking system. In order to evaluate general public sentiments on the processing of environmental nuisance complaints by environmental agencies, the EPA entrusted Fu-Jen University to implement a public satisfaction survey during the first half of 1999. The results of the survey indicate that 53% of the people filing complaints felt satisfied. 70% of those polled wished that environmental agencies would inform them of the results of the complaint processing. Other results were not ideal, however. Only 30% of those surveyed felt satisfied with the attitude of the inspectors handling the cases and the results of the cases. Only another 30% felt satisfied with the timeliness and improvements that resulted from the complaints. Because public satisfaction in this area has room for improvement, the EPA recently drafted measures to strengthen environmental nuisance complaint processing and follow up. The EPA will also encourage local-level environmental agencies to place greater emphasis on handing complaints. The EPA’s Bureau of Performance Evaluation and Dispute Settlement, the body responsible for overseeing complaint processing, has indicated that changes will be made to the system. In the past, calls to the toll free number to file an environmental complaint (080-066666) were automatically routed to the proper local-level agency according to the number from which the call was made. To strengthen the handling of complaints and open up reporting channels, the EPA added new functions to the environmental complaint hotline. Now, after dialing the hotline, if a case needs immediate attention or is being reported for the first time, the call will be routed to the appropriate county or city EPB so that it can be handled as quickly as possible. For serious incidents or cases that have been reported repeatedly with no results the called can select the EPA’s Inspection Team. Calls from cellular phones, which the system previously had problems handling, will be passed on to the Inspection Team. These measures will expand the service side of public nuisance complaint handling. EPA officials have further indicated that in addition to systemic changes, future performance reviews of local-level complaint processing systems will focus on actual cases to better understand how such cases are handled. Evaluators will assume the identity an individual making a complaint and directly contact local agencies to file a report. In addition to observing the attitude of the official handling the complaint, the evaluator will also be able to evaluate how long it takes to process the complaint. Greater effort will also be made to reply to the nearly 70% of individuals not receiving a reply following their filing of complaints. This is difficult, though, because less than 20% of those making complaints are willing to provide their contact information. Nonetheless, the EPA indicated that reporting back to those filing complaints greatly increases public satisfaction with the system. In the future, the complaint processing system will incorporate notification activities. For those individuals who do not leave contact information, environmental agencies will take a proactive approach. Those filing complaints will be instructed on how to use the complaint report hotline to track the status of their complaint cases. Moreover, local agencies will be urged to reexamine those complaints that arise time and again in order to understand the crux of the problem. Public satisfaction in the area of environmental complaint reporting depends on such elements as telephone demeanor, report processing time, confidentiality measures, and reporting back on the development of cases. If one of these links is weak, public satisfaction will drop significantly. The EPA will analyze the development of the complaint processing system on a quarterly basis by surveying public satisfaction on each of the above mentioned points. This will allow the environmental agencies to pinpoint areas in need of improvement and thereby facilitate modifications to the system. , 欄位全文的內容是To raise public satisfaction regarding environmental nuisance reporting the EPA has drafted measures to improve the complaint system. By analyzing actual cases, the EPA will critique and compare the responsiveness of environmental agencies to nuisance complaints. As for individuals who do not leave contact information when filing complaints, environmental agencies will implement a proactive case-tracking system. In order to evaluate general public sentiments on the processing of environmental nuisance complaints by environmental agencies, the EPA entrusted Fu-Jen University to implement a public satisfaction survey during the first half of 1999. The results of the survey indicate that 53% of the people filing complaints felt satisfied. 70% of those polled wished that environmental agencies would inform them of the results of the complaint processing. Other results were not ideal, however. Only 30% of those surveyed felt satisfied with the attitude of the inspectors handling the cases and the results of the cases. Only another 30% felt satisfied with the timeliness and improvements that resulted from the complaints. Because public satisfaction in this area has room for improvement, the EPA recently drafted measures to strengthen environmental nuisance complaint processing and follow up. The EPA will also encourage local-level environmental agencies to place greater emphasis on handing complaints. The EPA’s Bureau of Performance Evaluation and Dispute Settlement, the body responsible for overseeing complaint processing, has indicated that changes will be made to the system. In the past, calls to the toll free number to file an environmental complaint (080-066666) were automatically routed to the proper local-level agency according to the number from which the call was made. To strengthen the handling of complaints and open up reporting channels, the EPA added new functions to the environmental complaint hotline. Now, after dialing the hotline, if a case needs immediate attention or is being reported for the first time, the call will be routed to the appropriate county or city EPB so that it can be handled as quickly as possible. For serious incidents or cases that have been reported repeatedly with no results the called can select the EPA’s Inspection Team. Calls from cellular phones, which the system previously had problems handling, will be passed on to the Inspection Team. These measures will expand the service side of public nuisance complaint handling. EPA officials have further indicated that in addition to systemic changes, future performance reviews of local-level complaint processing systems will focus on actual cases to better understand how such cases are handled. Evaluators will assume the identity an individual making a complaint and directly contact local agencies to file a report. In addition to observing the attitude of the official handling the complaint, the evaluator will also be able to evaluate how long it takes to process the complaint. Greater effort will also be made to reply to the nearly 70% of individuals not receiving a reply following their filing of complaints. This is difficult, though, because less than 20% of those making complaints are willing to provide their contact information. Nonetheless, the EPA indicated that reporting back to those filing complaints greatly increases public satisfaction with the system. In the future, the complaint processing system will incorporate notification activities. For those individuals who do not leave contact information, environmental agencies will take a proactive approach. Those filing complaints will be instructed on how to use the complaint report hotline to track the status of their complaint cases. Moreover, local agencies will be urged to reexamine those complaints that arise time and again in order to understand the crux of the problem. Public satisfaction in the area of environmental complaint reporting depends on such elements as telephone demeanor, report processing time, confidentiality measures, and reporting back on the development of cases. If one of these links is weak, public satisfaction will drop significantly. The EPA will analyze the development of the complaint processing system on a quarterly basis by surveying public satisfaction on each of the above mentioned points. This will allow the environmental agencies to pinpoint areas in need of improvement and thereby facilitate modifications to the system. , 欄位年度的內容是2000 , 欄位月份的內容是3 , 欄位卷的內容是3 , 欄位期的內容是6 , 欄位順序的內容是1 , 欄位倒序的內容是2 , 欄位分類的內容是Supervision Evaluation & Dispute Resolution , 欄位標題2的內容是Environmental Nuisance Complaint System to be Overhauled , 欄位檔案位置的內容是print/V3/V3-06

編號

456

標題

Environmental Nuisance Complaint System to be Overhauled

摘要

To raise public satisfaction regarding environmental nuisance reporting the EPA has drafted measures to improve the complaint system. By analyzing actual cases, the EPA will critique and compare the responsiveness of environmental agencies to nuisance complaints. As for individuals who do not leave contact information when filing complaints, environmental agencies will implement a proactive case-tracking system. In order to evaluate general public sentiments on the processing of environmental nuisance complaints by environmental agencies, the EPA entrusted Fu-Jen University to implement a public satisfaction survey during the first half of 1999. The results of the survey indicate that 53% of the people filing complaints felt satisfied. 70% of those polled wished that environmental agencies would inform them of the results of the complaint processing. Other results were not ideal, however. Only 30% of those surveyed felt satisfied with the attitude of the inspectors handling the cases and the results of the cases. Only another 30% felt satisfied with the timeliness and improvements that resulted from the complaints. Because public satisfaction in this area has room for improvement, the EPA recently drafted measures to strengthen environmental nuisance complaint processing and follow up. The EPA will also encourage local-level environmental agencies to place greater emphasis on handing complaints. The EPA’s Bureau of Performance Evaluation and Dispute Settlement, the body responsible for overseeing complaint processing, has indicated that changes will be made to the system. In the past, calls to the toll free number to file an environmental complaint (080-066666) were automatically routed to the proper local-level agency according to the number from which the call was made. To strengthen the handling of complaints and open up reporting channels, the EPA added new functions to the environmental complaint hotline. Now, after dialing the hotline, if a case needs immediate attention or is being reported for the first time, the call will be routed to the appropriate county or city EPB so that it can be handled as quickly as possible. For serious incidents or cases that have been reported repeatedly with no results the called can select the EPA’s Inspection Team. Calls from cellular phones, which the system previously had problems handling, will be passed on to the Inspection Team. These measures will expand the service side of public nuisance complaint handling. EPA officials have further indicated that in addition to systemic changes, future performance reviews of local-level complaint processing systems will focus on actual cases to better understand how such cases are handled. Evaluators will assume the identity an individual making a complaint and directly contact local agencies to file a report. In addition to observing the attitude of the official handling the complaint, the evaluator will also be able to evaluate how long it takes to process the complaint. Greater effort will also be made to reply to the nearly 70% of individuals not receiving a reply following their filing of complaints. This is difficult, though, because less than 20% of those making complaints are willing to provide their contact information. Nonetheless, the EPA indicated that reporting back to those filing complaints greatly increases public satisfaction with the system. In the future, the complaint processing system will incorporate notification activities. For those individuals who do not leave contact information, environmental agencies will take a proactive approach. Those filing complaints will be instructed on how to use the complaint report hotline to track the status of their complaint cases. Moreover, local agencies will be urged to reexamine those complaints that arise time and again in order to understand the crux of the problem. Public satisfaction in the area of environmental complaint reporting depends on such elements as telephone demeanor, report processing time, confidentiality measures, and reporting back on the development of cases. If one of these links is weak, public satisfaction will drop significantly. The EPA will analyze the development of the complaint processing system on a quarterly basis by surveying public satisfaction on each of the above mentioned points. This will allow the environmental agencies to pinpoint areas in need of improvement and thereby facilitate modifications to the system.

全文

To raise public satisfaction regarding environmental nuisance reporting the EPA has drafted measures to improve the complaint system. By analyzing actual cases, the EPA will critique and compare the responsiveness of environmental agencies to nuisance complaints. As for individuals who do not leave contact information when filing complaints, environmental agencies will implement a proactive case-tracking system. In order to evaluate general public sentiments on the processing of environmental nuisance complaints by environmental agencies, the EPA entrusted Fu-Jen University to implement a public satisfaction survey during the first half of 1999. The results of the survey indicate that 53% of the people filing complaints felt satisfied. 70% of those polled wished that environmental agencies would inform them of the results of the complaint processing. Other results were not ideal, however. Only 30% of those surveyed felt satisfied with the attitude of the inspectors handling the cases and the results of the cases. Only another 30% felt satisfied with the timeliness and improvements that resulted from the complaints. Because public satisfaction in this area has room for improvement, the EPA recently drafted measures to strengthen environmental nuisance complaint processing and follow up. The EPA will also encourage local-level environmental agencies to place greater emphasis on handing complaints. The EPA’s Bureau of Performance Evaluation and Dispute Settlement, the body responsible for overseeing complaint processing, has indicated that changes will be made to the system. In the past, calls to the toll free number to file an environmental complaint (080-066666) were automatically routed to the proper local-level agency according to the number from which the call was made. To strengthen the handling of complaints and open up reporting channels, the EPA added new functions to the environmental complaint hotline. Now, after dialing the hotline, if a case needs immediate attention or is being reported for the first time, the call will be routed to the appropriate county or city EPB so that it can be handled as quickly as possible. For serious incidents or cases that have been reported repeatedly with no results the called can select the EPA’s Inspection Team. Calls from cellular phones, which the system previously had problems handling, will be passed on to the Inspection Team. These measures will expand the service side of public nuisance complaint handling. EPA officials have further indicated that in addition to systemic changes, future performance reviews of local-level complaint processing systems will focus on actual cases to better understand how such cases are handled. Evaluators will assume the identity an individual making a complaint and directly contact local agencies to file a report. In addition to observing the attitude of the official handling the complaint, the evaluator will also be able to evaluate how long it takes to process the complaint. Greater effort will also be made to reply to the nearly 70% of individuals not receiving a reply following their filing of complaints. This is difficult, though, because less than 20% of those making complaints are willing to provide their contact information. Nonetheless, the EPA indicated that reporting back to those filing complaints greatly increases public satisfaction with the system. In the future, the complaint processing system will incorporate notification activities. For those individuals who do not leave contact information, environmental agencies will take a proactive approach. Those filing complaints will be instructed on how to use the complaint report hotline to track the status of their complaint cases. Moreover, local agencies will be urged to reexamine those complaints that arise time and again in order to understand the crux of the problem. Public satisfaction in the area of environmental complaint reporting depends on such elements as telephone demeanor, report processing time, confidentiality measures, and reporting back on the development of cases. If one of these links is weak, public satisfaction will drop significantly. The EPA will analyze the development of the complaint processing system on a quarterly basis by surveying public satisfaction on each of the above mentioned points. This will allow the environmental agencies to pinpoint areas in need of improvement and thereby facilitate modifications to the system.

年度

2000

月份

3

3

6

順序

1

倒序

2

分類

Supervision Evaluation & Dispute Resolution

標題2

Environmental Nuisance Complaint System to be Overhauled

檔案位置

print/V3/V3-06

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