Nonscheduled assessment of result

The Mongolian and Tibetan Affairs Commission's Self-Evaluation Accomplishments (MTAC) regarding The Irregular Evaluation of Quality Service for People issued by the Executive Yuan

Contents of Evaluation
Valuable results and comments
I. Ideal service and self-evaluation
Valuable results:
1. Evaluation is managed by the bureau itself.
2. Front-desk staffs are friendly and polite.

Comments:
1. An inspection and reward system should be established.
2. Outstanding staffs should be rewarded and recognized periodically.
3. Quality service training programs should be provided.
4. Annual inspections should be implemented thoroughly.

Accomplishments:
1. An inspection and reward system has been established.
2. Quality service training programs are being developed.
3. Outstanding staffs were rewarded and commended.

II. Chief managers' actual participation in service
Valuable results:
1. Chief managers were able to participate in the improvement of quality service as well as deal with appeals and disagreements.
2. Mobility management was established and participation in service was fulfilled.
3. Chief managers were able to improve the staff's team spirit.
4. Chief managers were able to deal with visitors' complaints and pacify the situations.

The MTAC Cultural Center is not in charge of regular applications.

III. The procedure of applications

IV. Complaints (and handling suggestions)

Valuable results:
1. Various survey forms were established and promulgated.
2. Prompt replies to complaints.

V. Providing cooperation and service, extending servicing points:

Valuable results:
1. An information counter was set up to provide all available printed information.
2. An introduction to the MTAC Cultural Center and a periodical were given to make the public aware of the services MTAC provides.
3. Established an alliance and partnerships with private enterprises.

Comments:
1. The counters are too high for filling out application forms.

VI. Special services:

1. Hindrance-free ramps for the handicapped were established.
2. Special handicapped accessible restrooms are in place.

Comments:
1. Office hours should be extended to meet visitors' needs.
2. Special care and services for the handicapped and others with special needs should be improved and strengthened.
Accomplishments:
1. Based on present human resources, Saturdays are now open to the public. Further changes to the opening and closing hours will be made as more human resources are acquired.
2. Special care and services for the elderly, handicapped and mothers with children are being improved.
　

VII. Official Website establishment

Valuable results:
1. A unique website is now in service.
2. The website provides the latest news, announcements and information of the activities at the MTAC.
3. This website contains the MTAC's office hours, location, telephone and fax numbers, as well as email address.
4. Chief manager mailbox was established to answer complaints.

Comments:
1. Please update the related information on the website.
2. A foreign language (English) website is recommended to meet the mission of the MTAC.
3. The Q & A content for the MTAC's services should be improved and increased.

Accomplishments:
An act in response to the comments is now being implemented.

VIII. Distance and computerized services

Valuable results:
1. Online applications are now available.

Comments:
1. A distance-learning site for the Mongolian and Tibetan languages is recommended.

Accomplishments:
The program is now being proposed and organized.

IX. Phone courtesy evaluation
Valuable results:
1. A self-evaluation of phone conversations was completed; phone calls were answered within 10 seconds.
2. Pleasant greetings and a statement of bureau title were promptly declared.
3. "I'll transfer you. Please hold," was declared.

Comments:
1. A scheme and contents of self-evaluation haven't been proposed or organized.
2. Training programs for quality services are not implemented.