Principle of public service

The Mongolian and Tibetan Affairs Commission's Staff Conducts and Regulations
February 27, 2002
Hui-Tsan-Yen-Tzu No.09101119 letter established

1. In order to improve the service for the benefit of visitors to the Mongolian and Tibetan Affairs Commission, these conducts and regulations were formulated in accord with "The Regulatory Flexibility Act of Advancing Service for People for the Executive Yuan Subsidiary Bureaus" and " The Irregular Inspection Act of Advancing Service for People for the Executive Yuan Subsidiary Bureaus" issued by the Executive Yuan.

2. Staff conduct during office hours:
　 a.A staff ID is required at all times. Place your personal nametag on the counter. Please be friendly and enthusiastic to the visitors.
　 b.Dress appropriately for the office.
　 c.Avoid eating, drinking and putting on make up while working at the counters.
　 d.Answer the phone within the first two rings, announce the name of the division followed by your name. During busy times, politely answer all calls with, "Please hold, thank you." Please assist any misdirected callers to the proper divisions. After finishing conversations, please hang up after the callers. Respectful greetings are always useful.
　 e.When taking time off, it is absolutely essential that you have an acceptable substitute to fill in for you. Being irresponsible is unaccepted.

3.Office environment plan:
　 a.A comfortable and hindrance-free environment shall be provided to the handicapped, elderly and mothers with children..
　 b.Help to maintain a clean and neat appearance to both the inside and outside of the office buildings. Plants can be especially useful for decorating and also be sure that there is enough light in the office.
　 c.Signs and directions to all offices should be clear and visible. Please set up bulletin boards with the newest information and announcements. Provide writing supplies, desks and chairs, magnifying glasses, telephones, drinking water and copying service for all visitors
　 d.Prepare examples of all application forms and printed information of required Ids or documents for the convenience of the visitors.
　 e.Please place the application forms and related information in a location which is both visible and convenient for the applicants and visitors. 

4.How to deal with complaints, requests and suggestions.
　 a.Create and announce a fixed process and provisions to be employed.
　 b.Respond to all complaints and requests within a regulatory period by either emails or official letters.
　 c.Regularly employ surveys and service quality analysis statistics.

5.Chief managers of all divisions shall attempt to actually assist visitors and fulfill their duty of supervision.

6.A website for the Mongolian and Tibetan Affairs Commission shall be established based on the following instructions:
　 a.To conform to the MATC's mission and function for better and greater service.
　 b.The website shall be designed to adapt to visitors' needs and provide sufficient information, such as:
　 　 1.Mission of the MTAC, introduction to provided services and future planning, the latest activity information and announcement, Q's & A's, office hours, location, telephone and fax numbers, as well as email address.
　 　 2.Application form downloads, online reservations, online applications, and explanations of necessary procedure and progress inquiry of applications.

7.The Division of Inquiry shall perform inspections and evaluations of all staff and divisions in accord with "The Irregular Inspection Act of Advancing Service for People for the Executive Yuan Subsidiary Bureaus" and consult with personnel about rewards and penalties and announcing the website results. Outstanding employees shall receive annual rewards and commendations for the purpose of implementing better service quality.

8.The MTAC provides sufficient services in terms of its mission and authority. If you have any complaints or suggestions please call 02-2356-6417 for a fair and quick reply.