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Response from RDEC on Report about 1999 Hotline Increasing Staff Burden

A recent media report stated that cases from the 1999 Citizen Hotline increased the workload of civil servants . In response, the Research, Development and Evaluation Commission (RDEC), responsible for operating the hotline, stressed that the primary purpose of the 1999 Citizen Hotline is to provide citizens with a convenient and direct line of communication with Taipei City Government and allow the government to stay abreast of people’s needs and respond actively. The hotline serves as a crucial bridge for direct dialogue between people and the government. Similar citizen hotline services are available in major U.S. cities and Seoul, South Korea. Since Taipei City initially established this service in 2005, the service flow of the 1999 Citizen Hotline has continued to be optimized.  Although there was an adjustment period, various City Government departments  are now familiar with how the hotline operates. The 1999 Citizen Hotline is a mature service, and the standard flow for handling cases is clear, allowing Taipei City Government to respond to people’s needs more efficiently.

Taipei City Government is committed to enhancing the quality of the 1999 Citizen Hotline. According to post-call satisfaction surveys conducted since 2019, overall satisfaction with the hotline has been over 90% on average. Given the advances in IT, the City Government is weighing the addition of an AI support system. To keep up with the times and improve the hotline’s service capabilities, Taipei City Government assessed when would be a suitable opportunity to incorporate AI systems to improve the hotline’s internal processes and reduce the burden on City Government staff. The application of innovative technology will further improve the City Government’s efficiency and give Taipei residents access to fast and high-quality municipal services.

Providing citizens with a straightforward channel to express concerns or grievances is an essential responsibility of the City Government. Going forward, the 1999 Citizen Hotline will be centered on the ideal of a city government that is service-oriented. As such, Taipei City Government will continue to review and innovate this service to improve the quality of this service and provide citizens with an excellent window for government services, creating an even friendlier and more convenient City Government environment that citizens can enjoy.