2. Message from the Director
　

The Office demonstrates our determination to “improve the overall service quality’ by aggressively pursuing the various “Measures for Stage Six Streamlined Services. Our ultimate goal is to improve citizens’ satisfaction with our services. With the concept of sound management, the Office demonstrates our service quality in the following manners:
(1) Clearly define responsibilities;
(2) Respond to comments and suggestions in a timely manner;
(3) Offer citizens communication channels;
(4) Make information publicly available; and
(5) Comply with legal standards

Public servants shall be extra careful with what they say and do, as the public often tends to examine their behaviors under a magnified glass. Public servants shall always adopt an enthusiastic attitude at work and strive to overcome the restrictions imposed upon their jobs by outdated regulations to lead a colorful and constructive career.

A superior management team is unable to exert its potential given a poor system while poor management is incapable of succeeding in a sound system. Superior management and sound systems shall be complementary to each other. Meanwhile, one shall have the courage to challenge new things as valuable experiences may be gained even if one fails. One’s hesitancy to give an attempt is practically giving up any likelihood of success.

In this e-generation, in spite of the fact that 80 items of the existing motor vehicle administration services have been streamlined in five separate stages, the Office has remained proactive in completing the project tasks for Stage Six Streamlined Services, as we trust that our service to citizens may be perpetually improved. The Stage Six project not only encompasses improvements on the existing system but also communications with the public. Our aim is to do every job well and right. We hope to work well as a team to improve our service efficiency. We take “Customers Are the Priority” and “Satisfactory Service” as our service benchmarks and strive to make our customers feel comfortable and satisfied with our services. At last, I would like to encourage everyone not to settle for anything less than the following: ethical management, quality assurance, security guarantee and never compromise.

3. Service Quality Policy and Goals

I. Service Quality Policy: Listen closely to every voice and diligently do every job well and right.
II. Service Quality Goals
（i） Increase administrative efficiency.
（ii） Fully address all citizens’ complaints and comments and make improvements accordingly.
（iii） Proactively pursue Stage Six Streamlined Services (Friendly, Convenient, Streamlined, Anti-Fraud and Secure) to increase customer satisfaction to 70%.
 4. Services We Offer

（i） Motor Vehicle Administration 1. New license plates 2. Motor vehicle inspection 3. Motor vehicle registration 4. Transfer or change of registration 5. Replacement of lost or damaged license plates 6. Re-issue (renewal) of driving permit, license plate registration form 7. Termination (resumption), revocation (cancellation) or disposal of a licensed vehicle. 8. Set up the movable property collateral 9. Application to add the mailing address 10. Application for a license plate for a large private-use truck
（ii） Driver Administration 1. Driving test and issuance of driver’s license 2. Application for learner’s license 3. Re-issue (replacement) of driver’s license 4. Issuance of driver’s license for retired drivers of national military vehicles 5. Conversion of professional driver’s license to/from general driver’s license 6. Conversion of overseas driver’s license to R.O.C. driver’s license 7. Issuance of international driver’s license 8. Verification of overseas driver’s license 9. Validation and registration of professional driver’s license 10. Alteration of driver’s license registration 11. Application for a clean driving record 12. Road safety seminars 13. Motor vehicle repair technician license test 14. Management of driver training schools
（iii） Transport Operators Administration 1. Application to set up, register and open motor vehicle transport business 2. Application to set up a parking lot 3. Individual taxi driver registration 4. Supervise and accept transport operator and freight delivery business 5. Application to set up taxi radio service
（iv） Fees & Taxes 1. Payment period and methods for fuel tax 2. Refund for double or excess payment of fuel tax 3. Payment period and methods for license plate tax 4. Refund for double or excess payment of license plate tax 5. Enforcement of Article 28 of the Traffic Violations and Road Management Law 6. Enforcement of the License Plate Law
（v） Handling Traffic Violation Fines 1. Traffic violation assessment, queries and motion of objections 2. Handle the various traffic violation matters 3. Violation of the compulsory automobile liability insurance- penalty and assessment 4. Set up the Traffic Violation Disputes Consultation Committee 5. Payment for fines at convenience stores
（vi） Postal Operations 1. Reissue of automobile (motorcycle) driving license 2. Change of address registered on the automobile (motorcycle) driving license 3. Reissue of lost automobile (motorcycle) driving license 4. Motorcycle registration 5. Cancellation, revocation and disposal of automobile (motorcycle) license plate 6. Reissue of automobile (motorcycle) driver’s license 7. Change of address registered on the automobile (motorcycle) driver’s license 8. Assessment and registration of professional automobile driver’s license

(1). Stage Six Streamlined Services
	Upon completion of the projects of “Stage 1~5 Streamlined Services”, we continued to pursue the project of Stage Six Streamlined Services (29 service items) in 2004 to enhance our services and implement an overall business reform. Our ultimate goal is to achieve our business ideal of offering “Friendly, Convenient, Streamlined, Anti-Fraud and Secure” services in order to impress our customers with our new image.
(2).Description of the various measures
	（i）Friendly Service:
	1.	Full-service motor vehicle inspection service queue: Most people are unfamiliar with the motor vehicle inspection flows. We have set up an inspection queue for drivers that visit in person. Registration, certification and the replacement of licenses may be done at the same window. A designated officer will also help you operate your vehicle while it is being inspected. You will feel comfortable and at home. Our aim is to improve our service image and customer satisfaction.
	2.	Promote the service ideal of “warm greetings & sincere services”, improve staffs’ service attitude and train up their telephone manners: Adopt the “service marketing” concept to expand the scope of government services. Demonstrate outstanding service quality and narrow the gap between the Office and people to fully integrate people and highway motor vehicle administration affairs.
	3.	Strengthen the functions of the “mobile motor vehicle services office” and license tests in rural areas: Strengthen the functions of motorcycle license tests in rural areas- license test services, issuance of license on site, acceptance of application for replacement of the driving license and driver’s license and payment services for traffic violation fines provided that the license has not been retained by the police.
	（ii）Convenient:
	1.	Set up the Traffic Violation Dispute Taskforce and the Traffic Violation Dispute Consultation Committee to ensure the welfare of our citizens.
	2.	Owners of motor vehicles overdue for an inspection may pay the fine and have their motor vehicles inspected periodically at authorized agents of the Motor Vehicle Services Office.
	3.	Auto-debit payment service for fuel taxes is made available. The service will not only improve the payment rate but also offer people with more convenience.
	4.	Expand the number of authorized car inspection agency that collect traffic fines on behalf of the Office to offer people more readily available payment and motor vehicle inspection services.
	5.	Pursue the policy to authorize car inspection agency to issue the driving license and towing permit on behalf of the Office for easier access to these services.
	6.	Introduce the “two-in-one” automobile and motorcycle driver’s license to simply the administrative procedures to offer people with more convenient licensing services.
	7.	Realtime connection between the motor vehicle services system and the household registration system to prevent the submission of fraudulent I.D. cards for the various applications. The advantages include simplified administration, convenient services and fraud prevention.
	8.	The issuance of temporary driving permit is managed under the second-generation computer system. The amount of working time required may be shorted while the information stored in the system may be used for audit purposes or fraud prevention.
	9.	E-advantage of motorcycle licensing: Foreign applicants may utilize the on-line system to be familiar with the language and increase their confidence, which in turn will improve the licensing rate. The ultimate goal is to improve our service image and customer satisfaction.
	10.	On-line inquiry system for model verification: Provide reliable and fast inspection services. Cross check the verified model information against that of the motor vehicle to ensure on-road safety.
	（iii）Streamlined Procedures:
	1.	Simplify postal application procedures: A special e-mail account at the post office is set up to transmit license replacement/renewal applications. The normal working time required is shortened from 10 days (from the date on which the post office receives the application to the date on which the new license is received by the applicant in the mail) down to four days. The postal application operations are much improved.
	2.	Set up the on-line appeal system for traffic violation fines: The system features comprehensive functions including statistical compilation, inquiry, audit, form printing and the recording of the status and flows of the various types of appeals. The efficiency in processing appeal cases is much improved. The system also allows employees to process applications while out of office.
	3.	Trail run of the “Automobile Driver’s License Driving Test Video Surveillance and Administration System” to promote differential management of drivers’ training schools: Save manpower costs by setting up the video surveillance system for large motor vehicle driving tests.
	4.	Utilize laptop computers to overcome the obstacles when carrying out duties on-road to improve efficiency.
	5.	Electronic notification services made available for the various motor vehicle administration businesses.
	6.	Certificate of Model Safety and the Motor Vehicle Specification Chart” are stored electronically: Not only improve administrative efficiency but may also avoid disputes at the time of inspection.
	7.	Prepare the electronic penalty advice for violation of regulations governing vehicle transport businesses: Improve work efficiency, satisfy the requirements of e-motor vehicle services and avoid human errors.
	（iv）Fraud prevention:
	1.	Display the control serial number of driving licenses on the motor vehicle movement screen for verification by the processing officer: prevent criminals from submitting fraudulent I.D.s to effect an ownership transfer. Allow officers to verify documents at the counter and in the computer.
	2.	Video recording and digitized management for the inspection queue: Able to view the inspection status at any authorized inspection agency to prevent forgery from occurring. Also able to track the status of inspection on vehicles that failed the inspection test (clearance of differences in disqualified parts of a car) at the authorized inspection agent or the motor vehicle services office to prevent disqualified engine from passing the inspection test at inspection agencies and ensure people and motor vehicle safety.
	（v）Secure:
	1.	Transport operators and coach drivers are required to attend seminars on a regular basis: Improve drivers’ quality and on-road safety to ensure the safety of people and cars.
	2.	Supervise coach operators to prepare educational videos or ads on emergency escape measures for passengers: Educate the passengers to use emergency escape equipment and understand the procedures to ensure the safety of people and cars.
	3.	Supervise transport businesses and coach operators to conduct periodic safety education training and safety audit on their drivers: Improve drivers’ quality and on-road safety so that drivers may be more competent in handling emergencies.
	4.	Actively pursue the formulation of Motor Vehicle Safety Regulations: In coordination with the implementation of the Administrative Procedure Law and harmonization with international regulations, actively pursue the establishment and enforcement of motor vehicle safety regulations to ensure people and motor vehicle safety.
	5.	Enhance roadside safety check of coaches & joint audit by Motor Vehicle Administration and the Police: Strengthen inspections on safety doors, illegal installation of chairs and passageway blockage etc to ensure traffic safety.
	6.	Enhance the audit and review on drivers’ training schools: Conduct reviews on drivers’ training schools to ensure that the training is standardized to increase the quality of drivers to be and traffic safety.
	7.	Strengthen audits on inspection agents: Enhance audits during the normal course of business to ensure on-road safety.
3. The various services:
	（1） Forms not required:
		In order to simply our application procedures and shorten the operation procedures, applicants may apply over the counter with the required documents except for a new driver’s license, new license plate and alteration of registration for a motor vehicle that is to be inspected. The officers at the counter will key in your information and print out the “Record of Alteration” for you to sign. You are not required to fill out an application form.
	（2） Utilize private resources & related services:
	1.	Commence the “Motor Vehicle Services Office On-Air” promotional activities: Cooperated with the Police Radio Station and commenced the “Motor Vehicle Services Office On-Air” promotional activities” in January 2004. The Office’s Director, Deputy Director and the relevant supervisors have been hosting radio programs (FM104.9) from 9:10pm to 9:30pm every Tuesday to promote motor vehicle administration affairs, accepting call-in comments from the public and providing explanations and responses to the queries on the spot. The program has received overwhelming support from the audience and this promotional event has been renamed “Motor Vehicle Services Office On-Air”.
	2.	Organize blood donation events on a regular basis: Cooperate with the Taipei Blood Donation Center and organize regular blood donation events. Encourage employees and the public to enthusiastically participate in this event. The Office has planned to introduce the new event- “I will handle your motor vehicle service needs if you kindly donate your blood”.
	3.	Entrust automobile inspection agents to conduct motor vehicle inspections and re-issue the driving license on behalf of the Office.
	4.	Entrust drivers’ training schools to assign the examiners for driving tests (small cars).
	5.	Entrust the Professional Drivers’ Association to validate professional driver’s licenses on behalf of the Office.
	6.	Recruit volunteers to participate in our services.
	7.	Entrust the Drivers’ Training Association and the participating private hospitals to conduct health and physical examinations on drivers.
	8.	Entrust inspection agents to conduct inspections on small imported automobiles prior to issuing the license plate.
	9.	Set up the “Cultural Exhibition Section” and invite the relevant academic groups or individuals (including employees and their families) on a regular basis to participate in the “Cultural and Art Exhibition” to ease employees’ mental and physical pressure. Also provide employees and people who visit the Office the opportunity to appreciate artistic creations.
	10.	Specifically requested the assistance of police officers from the San Duo Police Station to ensure safety on premise.
	11.	Entrust participating convenience stores to process payments for traffic violation fines on behalf of the Office.
	（3） Multiple Services at the same counter:
		Offer multiple services at the same counter and the express license renewal counter. You are served at the same counter where you lodge your application. Procedures are simplified and it saves you time. Implement the policy: “Offer immediate services at the start of business & no lunch breaks” and “Eight hours of work and nine hours of service but only settle for the best quality”.
	（4） Drive-through license renewal lane:
		Plan to introduce the drive-through lane for convenient license renewal services for automobiles and motorcycles and license plates. Offer “express”, enthusiastic and friendly services.
	（5） Guide motorcycle license test services:
		At four on every Monday afternoon, the road safety lecturer will explain the traffic safety rules and the key points of the written tests to the attendees. From 5pm to 6:30pm, the motorcycle test site is opened to the public for practice and experienced examiners are there to assist those in need of help. During the summer vacation months (July to September), an additional Wednesday session (the same time) is made available.
	（6） Strengthen the quality of the service personnel:
		The various sections shall host regular morning and quality control meetings to discuss the work status and make improvements in a timely manner. Also utilize the relevant meetings to conduct service manner training on the service personnel. Invite experts to give speeches and senior employees to share their experience. Promote visiting tours to outstanding customer service units to improve the overall service quality.
	（7）Implement mobile management and services:
		Assign designated employees to provide services at the foyer, offering customers timely guidance. Offer vehicle inspection services on behalf of the customers at the vehicle inspection queue and assist them with the inspection to help reduce their fear. This measure may effectively eliminate fraudulent agents. In addition, supervisors will also take turns to offer services on the spot and proactively communicate with the people to understand their needs and solve their problems.
	（8） Customer Feedback and Satisfaction Survey:
	1.	Set up the news processing mechanism and gather critiques on and news articles related to motor vehicle administration. Process complaints on a case-by-case basis and publish measures for streamlined services in a timely manner to promote motor vehicle administration affairs.
	2.	Conduct the customer satisfaction survey on a quarterly basis. Compile the results and feedbacks for review by the various sections.
	3.	Handle citizens’ comments in a timely manner and compile them for review in monthly staff meetings.
	（9） Promotion of Service Concepts:
	1.	Publish the various “Manuals for Highway Motor Vehicle Administration” for educational purposes.
	2.	Promote the concept of service manners in the various meetings. Invite experts to give speeches and senior employees to share their experience.
	3.	Produce multi-media promotions on motor vehicle administration. Educate the public on the documents required and things to note when lodging motor vehicle applications as well as the new regulations through TV and radio broadcasting to increase the transparency of motor vehicle administration affairs.
	（10）Promote Service Manners:
	1.	Promote telephone manners of the service staff in accordance with the “Guidelines for the Execution of Telephone Service Manners”, “Important Things to Note for Telephone Manners” and “Guidelines for Telephone Service”.
	2.	Check on the telephone service manners of the various units and advise the results of reviews to the relevant units for improvements.
	3.	Complimentary tea service is offered.
	4.	Make the customers feel respected by greeting them with smiles and warmth.
	（11）Handling of Customer Complaints and Suggestions:
	1.	Process comments received through e-mails, the appeal hotline, customer feedback cards and Director’s Mailbox and offer a timely reply.
	2.	Set up the toll free customer complaint hotlines: 0800-066-158 & 0800-000-979 to listen to and address customer complaints in a timely manner.
	（12）Set up a Stringent Performance Review System:
	1.	The respective offices (stations) shall self-assess the performance of their internal business units on a monthly basis and the Deputy Director of the various offices (stations) shall be responsible for hosting periodic review meetings to address the audit results.
	2.	Motor Vehicle Service Offices shall conduct audits on their service stations on a monthly basis and host meetings to discuss the audit results as well as advise the relevant units the areas of improvements required. The various offices shall also follow up the faults identified to ensure they have been corrected.
	3.	Supervisors of the various business units shall keep on top of the service status at the various counters and conduct random audits on a daily basis to avoid any potential human error or fraud to improve the service efficiency.
	4.	Inspect the quality of services provided by the respective motor vehicle service stations on an irregular basis and advise the relevant parties to take immediate corrective actions for any fault identified.
	5.	Conduct audits on an irregular basis where required.
	（13）Establish the “Handsome Rewards & Instantaneous Merits and Discipline” Principle:
	1.	Formulate the “Guidelines for Improving Service Efficiency and the Service Manners Merit/Discipline Policy”. Any complaints or positive feedbacks received will be validated and the employees concerned will receive the appropriate rewards or discipline. The supervisors of the employees concerned will be jointly responsible for their staffs’ performance (a review will also be made on service environment requiring improvements).
	2.	Formulate the “Guidelines for Performance Reviews on Model Employees”. Elect the model service personnel on a quarterly basis and host presentations to cite their outstanding achievements.
	3.	Organize for the customers to elect the best service staff to be rewarded by the Directorate General of Highways. Elected temporary employees will be offered a better chance of promotion.
	（14） People-Oriented Environmental Layout:
	1.	The office layout chart, documents required for the various services and the flow charts, the office directory and business hours are displayed at the foyer.
	2.	The height of the service counter is reduced down to 75cm in order to narrow the gap between the service staff and customers.
	3.	The office is kept clean at all time and decorated with plants. The restrooms are warmly decorated and tissue and paper towels are provided for customers’ convenience.
	4.	Music is played during the business hour to ease away pressure, enable staffs to be closer to customers and to create a harmonious work environment.
	5.	Information brochures, travel information provided by the Taipei County Government and educational publications printed by the Ministry of are displayed on the magazine racks and bookshelves at the foyer.
	6.	Set up the “Cultural Exhibition Section” and invite the relevant academic groups or individuals (including employees and their families) on a regular basis to participate in the “Cultural and Art Exhibition” to ease employees’ mental and physical pressure. Also provide employees and people who visit the Office the opportunity to appreciate artistic creations.
	7.	Improve the service environment and facilities (set up special need service areas include the walkway for the handicapped people, nursery, a special service counter for the handicapped people, umbrella covers and unlimited Internet services).
	8.	Set up a ticket machine and the number-display screen for processing applications. People are not required to wait in a queue for services.
	（15）Other relevant measures to improve service efficiency:
	1.	Simple tools available at the car inspection lane such as: the handle or screwdriver, car plate molds and painting facilities for self-service.
	2.	Air and water refill self-service available.
	3.	Fax machines are available at the service center for customers to receive faxes.
	4.	Motor vehicle inspections at authorized agents available for those registered in Taipei and Kaohsiung.
6. Interactive Relationships & Comments
	Motor vehicle administration offices may only continually improve through adequate interactions with citizens. We welcome your criticism and comments, as these are the valuable catalysts for reform. Please let us know your comments regarding your satisfaction on our services in writing, by telephone, via e-mail or in the feedback section on the Office’s official website. We also offer the “080-000979、080-066158” service hotlines to handle and answer your queries on the spot. We look forward to your valuable comments.
7. Concluding Remark
	The Taipei Motor Vehicle Office has been continually seeking improvements on our services thanks to your feedbacks and comments. We would like to take this opportunity to express our most sincere appreciation for your support. Certainly, our team has been highly motivated to deliver the best services given your encouragement and complements. We aim to meet your expectations by offering you more superior services in the future. We hope for your valuable comments, which will be used as the guide for improving our service quality. Through continual improvements and reviews, we hope to communicate to you our overall service improvement policy and objectives. The objective for publishing this white paper is to enable our citizens to understand our jobs and in return, we hope to win your recognition and support. Let’s work together closely and offer each other encouragements to jointly improve motor vehicle administration services in this country.