A. Service Quality Policy:

Provide fast and convenient services, listen to the voice of each and every person and make good of everything at the right time.

B. Service Quality Goal:

1. Promoting administration efficiency: Under this category, the jobs include sorting and amending regulation, shortening process flow, simplifying forms and sheets, applying information technologies, redressing operations at counters and listening to the needs and demands of people.
2. Improving service environment: Under this category, there are improvements in service facility, housekeeping, employee attendance management, better protocols in receiving and answering phones as well as employee training and appraisal.
   

(1) Vehicle Administration

1. New issue of vehicle license
2. Vehicle inspection
3. Vehicle ownership transfer
4. Alteration and revision of vehicle registration
5. Renewal of license plate damaged or lost
6. Renewal /supplement of driver license and license late registrations.
7. Suspension /Resuming of driving, cancellation / nullification of registration and elimination.
8. Personal property pledge registration
9. Registration of added communication address
10. Review of application of buses and trucks

(2) Management of driver

1. Enrollment, examination and license issuance of motor vehicle drivers
2. Application of learning license
3. Periodical renewal of driver license
4. License switch for military driver into civilian driver
5. Switching between professional and ordinary driver licenses
6. Switching foreign driver license into domestic driver license
7. Issuance of international driver license
8. Examination of international license
9. Inspection and registration of professional driver license
10. Other change registration of driver license
11. Application of Fault –Free - Driving Certificate
12. Road safety seminar
13. Administration of Driver Training Schools

(3) Administration of transportation services

1. Application of establishment, incorporation and operation
2. Application of establishing parking place
3. Application of registration of individual taxi services
4. Administration and overseeing passenger and cargo transportation services
5. Application of Radio Station for Taxi Services

(4) Administration of Taxes and Fees

1. Period and manner of vehicle fuel consumption fee payment
2. Refund of duplicate or over pay of vehicle fuel consumption fee
3. Period and manner of license plate fee payment
4. Refund of duplicate or over pay of license fee
5. Enforcement over the violation of Clause 28 of Highway Law
6. Reporting and enforcing over the violation of License Plate Fee regulation

(5) Fault determination and punishment

1. Handling of determination, appeal and contest of various violations.
2. Enforcing the disciplines of various faults.
3. Reporting and determining violation of Automobile Mandatory Liability Insurance requirements
4. Forming Fault Dispute Consulting Committee
5. Fine and penalty paying channels of post office, convenient store, voice and credit card.

1. Phase VI Simplification & Facilitating Services

　 After completing Phase I through V Simplification and Facilitating Service Measures, this Office carried on the Phase VI from 2004, which comprised of 37 items for stepping up services for the public and assuring renovation of services to attain the 5 targets of friendly, facilitating, simplification, malpractice prevention and safety, and to build the new image of Motor Vehicle Office.

2. Description of various measures

(1) Friendly

1. Services start from door opening without compromise. In order to provide more convenient services and reduce the waiting time of customers, this Office is in 8-hour Working Time and 9-hour Services policy by offering customer oriented extended service time between 08:00 and 08:30, and between 12:30 and 13:00 .
2. Enhancing professional training and building refreshed image of MVO: continue the protocol of “Smiling, Nodding and Saluting” and invite experts and scholars to provide lectures on Service Concept and hold training for the counter service personnel and examining and inspection staff, proactively review service scope to strengthen public service philosophy to promote the service quality.
3. Listening to voice of the public and accepting their critics and suggestion: Setting up “Mailbox of the Chief”, “Toll-free Complain Hot Line 0800-008-689”, Complaint E-mail yildoc@mail.tmvso.gov.tw” and “Complaining Room”, as well as holding “Appointment of Chief with the public” activities with the Chief personal involvement with the public services.
4. Mobile Circuit Services to display people-friendly spirit: Change the rigid desk services to be mobile management with Chiefs and appointed day checker to make spot circuit service and ask visitor for needs initiatively and to answer questions and solve problems. Volunteers are at sight to guide visitors to their answers. All these are to express respects to visitors.
5. Ensure the vehicle inspection on car owner’s behalf and full range services. Inspectors are required to take initiative move to make free charge vehicle services and providing mini lamp bulb and water / air / paint spraying services to clear doubts of visitors arisen from unfamiliar to vehicle inspection

   • Set up Arts Gallery to promote cultural atmosphere: Culture the staff of the Office with arts to relieve their stress from workload and change the stereo image of public establishment of the public and provide the visitors with cozy and elegant public service environment as well as beautifying the setting. Exhibiting art pieces to offer various visual and spiritual enjoyments, so as to settle down the moods and minds.
   • Opening Mobile MVO to promote service efficacy: Incorporating Multi-Function Mobile MVO functions to move the office environment to site with special designed car to provide exactly same service as this Office is offering to people staying far away from the Office.

(2) Facilitating

1. Real-time Link between MVO and Household Administration Office to facilitate application and handling of Motor Vehicle services: Make initial move to link with various government agency horizontally , allowing people to renew their data with MVO b y filling forms/ documents at counter of Household Administration Office, so that people can have all necessary items renewed after changing address at Household Administration Office. This would help to ensure the correct data in their vehicle registration as well as breaking the wall between the counter personnel and the people.
2. Enrolling /Examining/ License Issuing in one move, serve right on arrival: Integrating window for claiming new and renewal and enrollment and written test take place at same time and the road examination at each hour. Also for assisting people for private large vehicle road examination, from July and on, examination will take place on arrival on each Monday from opening till noon 12:00.
3. Forming Fault Contest Consulting Committee to safeguard interests of people: In order to increase the function and effectiveness of Determination System, as well as avoiding time of the public in appealing, a Fault Contest Consulting Committee is formed to make preliminary and follow up review by retained experts and scholars and free people from going through red tape of administrative procedures.
4. Commissioning shop for vehicle inspection to expand the MVO service scope: Actively assist and guide the 7 commissioned inspection shops within our jurisdiction to handle various inspection services. Car owners can select a convenient one to have vehicle inspected. Vehicles failing the deadline for inspection may receive the same services before license plate is nullified and the shop can receive penalty as well. The shops are encouraged to offer Driving License renewal and chassis using certificate.
5. Dispatching supervisor during driving training to facilitate license examination: Provide driving learners services like examination at the place learners are familiar and computer pen simulating training and dispatch supervisor to check the operation of the driving classes to normalize their training to promote instruction quality and to culture learners with skills and codes of driving to ensure traffic order and safety.
6. Set up Baby feeding Room to provide warm services: In order to provide complete and unique service environment, this Office set up Baby Feeding Room in the Office Lobby of this office to serve people come for business.
7. A/C transfer for automobile fuel using fee to increase the percentage of on-time payment: The Office entered agreement with 5 banking institutes for “A/C Transfer of Automobile Fuel Using Fee” to enable car owner to pay by only signing agreement for A/C Transfer with the contracted banks, and the amount due will be deducted from their deposit from the next period, and car owner would not have to worry about lost tax invoices troubled with subsequent formalities.
8. Circulating License Examination with services extended all over: In order to make available services to people living from downtown in driving license examination, this Office will dispatch representative to designated place to make road / traffic safety promotion and oral / writing and road examination after receiving application from township office, public service station or other agency /community bodies. Such services releases people far from downtown from coming to this Office but still enjoy the same office.
9. Payment channels of voice, postal and convenient stores for violation fines: In order to break the limits in time and space and to facilitate people in making fine payment of violating road / traffic regulations, we have consolidate the convenience of convenient stores, postal line and telephone voice transfer to make instant erasing of records and offer convenient services to the public.
10. Free of completing various forms and sheets and shortening operation flow: New system of free form / sheet entering, drivers and car owners are free from completing all kinds of forms and sheets but produce the required documents and charges and tell the clerk the items to process, the computer will printout forms automatically for applicant to sign and complete the whole process.
11. Drive-Through License Renewal for convenient and speed services: A driving lane and speed issuance and renewal window for car owners to enjoy 3-minute speed services.
12. Installed ATM and counter for mandate liability insurance and waste car recycling service counter: At the wall, a Postal ATM is installed and a counter is established for mandate liability insurance and waste car recycling services at ground floor lobby, which will free people from running to and from various places in completing the required procedures.
13. A wireless web surfing area is set up to facilitate all kinds of information inquiring: Replacing road with internet, the Office set up wireless web surfing area to people with NB computer to get online to check information and a Yilan County Government Public Information Station to offer round the clock instant motor vehicle services on line.
14. Holding Road Safety Seminar on regular holidays to enable parents and students to attend Road Safety Seminar: In additional to regular Road Safety Seminar on Wednesday and Friday, the lecturers also provide regular holiday Seminar, so that students and their guardians may attend without asking leave from schools or jobs.

(3) Simplification

1. Online Supervision and Examination simplified the process flow: The traditional written test is totally cancelled by replacing with Computer Oral / Written test Operation with transparent space with one computer per person with on-arrival services. At the same time, there is also retarded examination area plus 4 language oral test and Chinese / English tests, on-line enrollment, pre-practicing and post double checking. After examination, the results are transmitted immediately. This service eliminates doubt of the public and effectively shortens the waiting time.
2. Documents on-line upload to shorten flow and promote efficiency: The documents preparation is changed to Web Document Preparation system with electronic exchange transmission to simplify the issuance flow and to promote the time effect of travel of documents.
3. Saving License Examination Data in hard disk to save space with easy access: Printing of examination text and answer card is saved but with random question for the examination and the results are stored in the servo of database of Oral / Written test Workstation for future reference. Other than simplifying the time for the examination flow, it is also quite environment-friendly. NEW
4. Computer equipment is employed to clear the difficulty in road inspection: In order clear the road check difficulties and promote the effectiveness, at each check or inspection, a NB computer is carried and used to check the data of vehicles to be checked so that the dispute out of such operations would be minimized.
5. For the transfer of car title, application may be made by only faxing documents: To allow people to make the cancellation of title ship materials, fax application is acceptable so that a review may be done right away to simplify the document flow.
6. Single Window Services saving the public the trouble in running to and from various places: Basis nature of services, there are 4 windows to handle vehicle, driver, fine and penalty and general for transportation industries. Receiving in one window is enough to complete all other requirements to promote service quality.

(4) Malpractice prevention

1. Videotaping of full course of examination to prevent malpractices like impersonating: In the written test room, a monitoring and detecting system is installed with a semi peripheral camera is equipped to record the full courses to prevent any malpractices from happening.
2. Full-course videotaping to ensure the equitability and accuracy of the inspection: Digital videotaping systems are installed in this Office and the inspection shops, with real-time monitoring system to tape the inspection courses for random access and reference, so that the Office and the Inspection Shops are under monitoring at all time so that the audit may be conducted economically and employment of human resources may be employed effectively.
3. Drawing Malpractice Preventing Plan to effectively manage all kinds of services: Malpractice Preventing Measures are established against Vehicle, Tax / Fee, Driver, Violation fine, Purchasing and Public Tender as well as Information Security Management for the staff to follow. NEW
4. Added internal audit to prevent the occurrence of malpractices: This Office accepts spot check of main office in Taipei every month and we also conduct internal cross audit and the officers of each section check 5% of the jobs every day to control all kinds of services to prevent malpractices.

(5) Safety

1. Stepping up joint inspection between MVO and police in roadside safety check to ensure driving safety: Strengthen roadside safety check of buses and trucks (gravel and sand trucks) with joint effort of MVO and police illegal parking place, station and vehicle safety inspection to ensure the vehicle safety management.
2. Supervising highway line and excursion bus services, providing training and inspection to ensure driving safety: Hold regular seminar for the drivers of liner and excursion buses and performing training and checking of driving safety to guard the safety of the public.
3. Public and private sector linking to ensure security of the office and the public: All the major windows of this Office are installed with camera and are having link system with Secom and police. There are also patrol boxes to guard the security of the office and the public come for business.
4. Strengthening the checking and evaluation of Inspection Shop and Driving Training School: Require Inspection Shops and Driving Training Schools to assure the quality of inspection and training of drivers, strengthen checking and evaluation to normalize their services and to promote the quality of drivers and thus enhance and ensure driving safety.
5. Project spot check of buses for ensuring passenger safety: In order to ensure the driving safety of buses and their management, in addition to the self check of the operators , the Office conduct spot site check to ensure the vehicle equipment are meeting requirement for driving safety.
6. Holding MVO on Air, Road Safety Seminar to ensure traffic safety promulgation: In order to increase the awareness of the public in driving safety and order, in addition to provide the driver violating rules with road safety seminar, the Office has also arranged with radio station and TV stations to make regular promulgation of road safety regulations and knowledge of traffic safety.

3. Various service items:

(1) Free of completing MVO forms and sheets:

　In order to simplify the procedure and shorten operation flow of various procedures, drivers and owners, other than initial driver license examination, new car license receiving and change registration for inspection, they need only to make oral application with related documents for the staff to key in computer to print out on Change Registration for signature of the applicant without completing any form or sheet.

(2) Incorporating social resources in MVO services

1. Start MVO on Air promotion program in cooperation with Lanyang Broadcasting Station in its Lanyang Evening News program to make prevalence of MVO services, traffic safety, telephone voice services, Telephone Voice Transfer for renewal of Motor License, paying fines, fuel fee and electronic road supervision network. The Service Unit make recording in Radio station between 14:00 and 16:00 on every Friday and broadcast between 18:00 and 18:30 the same day.
2. Commissioning inspection shop to handle vehicle inspection, receiving fine for over-due inspection and renewal of motor license.
3. Commissioning driving training school for driving of passenger and business vehicles with supervisors for site supervision.
4. In order to eliminate doubts of the public in online license writing examination, this office coordinate private resources in establishing computerized simulation system for written test in every driving training schools within the jurisdiction to provide learner to practices for securing driving license.
5. Recruiting volunteers to participate in the services of this MVO.
6. Commissioning Driving Society and private hospitals and clinics to provide physical examination and physical ability test.
7. Setting up culture gallery and invite bodies or individuals to exhibit art pieces to relief the pressure resulted from workload and provides the people come for business with a cozy and elegant environment and giving visitors with visual and spiritual enjoyment with variety of artistic works.Commissioning post office and convenience stores to collect traffic rules violation fines.

(3) Inaugurating Drive-Through Services for renewal of driver licenses and motor license of car and motorcycle

In order to further facilitating the public, drivers having cars qualified periodical inspection, without outstanding fuel fee and violation find, requiring renewal of motor licenses, or drivers without outstanding fine or unattended road safety seminar, requiring renewal of driver licenses, are qualified for drive-through speed and convenient services.

(4) Online oral and written test for driver license

The old paper and pen written test is totally replaced with the Computerized Online Oral and Written Test Operation as developed by this Office, which is carried out in transparent space and each one has one computer and tested on arrival. There is also test space for retarded person. In addition, there are online enrollment, pre-practice, rechecking after test. It serves to clear doubt of the public on the test and shorted the waiting time for applicants.

(5) Full Function Single window Services

For reducing the waiting time and to promote administrative efficiency, the Office is integrating counter services with each counter set up with a simple service general window and full services are offered with application made in one window. Also, there is extended duty time before office hours and noon break, so that people would have well services that they would expect.

(6) Intensified circulating site services

In order to serve people living far from downtown, the Office accepts the requests of township office, civil service station and other body or agency to send team to promulgate road safety and handling oral and written license tests at designated locations. This allows people to receive same services without going to this Office.

(7) Public opinion and satisfaction survey

The office has E-mail Address, Toll-free complain hot line, Chief’s Mail Box, Appointment with the Chief, Civil Complaint Center to take care of the complaint of the public immediately. There is also a Fault Contest Consultation Committee where experts and scholars are retained to solve the fault in dispute. The Office also conduct random survey to listen to what people have to say about the services they expected from MVO as well as their satisfaction. The findings are sending to the section involved for review and improvement, so as to upgrade service performance.

(8) Mobile Office Management and Circuit Services

The traditional office desk services are changed to mobile management where the chiefs and circuit staff are required to run through the office in spot basis to help people and completing their business and to assist the staff in solving problem. Volunteer are ready to guide people to give the public with friendly services.

(9) Improve quality of staff:

Each section holds regular morning meeting and QCC meeting to review the performance and to immediately improve service measures, and using the time available in the meeting to improve protocols of staff in facing the public, where experts and scholars are invited to give speech to improve service quality.

(10) Planning office streamline to provide service environment:

1. Integrate office and premises of similar services, renovate ceiling and lighting , consolidate offices of driving, fault handling and administration, placing the plan of the Office, flowchart of services and required documents in the lobby, place guide and service hours for guidance of people.
2. Reduce height of counter to be 75 cm to draw near the distance with the people come for services.
3. Maintain good housekeeping of office and beautify the environment. Place mottos and probes and place tissue paper in toilet for the use of the customers.
4. Install cabinet with forms and sheet, which include the promotion materials for waste car recycling and garbage mandate categorization of Environment Protection Administration of Executive Yuan, in addition to the forms and sheets of the Office.

(11) Establishing strict management and evaluation mechanism:

1. On monthly basis, this Office conducts internal audit with Deputy Chief as the sponsor and regularly call for review meeting for immediate improvement as well as control and tracking results.
2. Each section head shall control window services from time to time and spot check the operations of the counter to reduce the possibility of malpractices and to promote performances.

(12) Other measures helpful in promoting service performance

1. Make available simple tools for car inspections, such as pliers, screw drivers and vehicle license plate mode and painting equipment for the use of people coming for services.
2. Install equipment for filling water and air for free use.
3. Install photocopier, fax machine and assist people to make copies and receiving material through fax machine.
   

1. Remote Monitoring and Management System for car driver road test
   In order to be fair and to be free of malpractices in road test for license, this Office will establish Road Test Remote Monitor System by placing camera at key points of road tests of various types of vehicles as well as inside the testing vehicle to ensure fair, open and transparent of the test operations.
2. Establish car driver data image saving operation system
   The Office will establish Driver Data Image Saving System so that when renewing driver license, the MVO network may be used to quickly refer to the image data of driver and connect with household administration office to prevent application of license by falsifying the identification material and to protect the security of car owners and their property.
3. Develop instant filing operations with “Intelligent Bill Processor”
   MVO may ask financial institutions to place Fuel Fee Invoice into bill processor to read bar code when collecting on behalf of MVO, and transmit to the servo of MVO to generate receipt for the payer and transmit the information the next day to complete the subsequent review and eradication procedures, so that the receiving person would not have the chance of embezzlement.
4. Commissioning private bodies in renewal learning license and professional driver license reviewing services
   In order to utilize available private resources to increase the efficiency of MVO services, we will expand the commissioning to private bodies in handling services on behalf of MVO, such as the switch of learning license and professional driver license review to extend the extensity of service points for better and faster services.
5. Ensuring service protocol, promoting service quality and providing better quality services to the public
   Intensify the Customer Utmost service concept to continue the movement of “Smiling, Nodding and Saluting” and hold professional training to increase the quality of staff to enable the public to receive the best quality services.
6. Electronic MVO services without limit
   Use internet to provide the use in inquiring services. Customers canuse internet to apply for all kinds of MVO services, so the E-government target may be attained.
   

1. Plan office environment integrally to provide the public with a more comfortable place to receive services and at the same time provide training to staff for better service manner to refresh the image of this Office.
2. Combining resources of the society by commissioning jobs to private firms and open diversified channel for handling the needs of the public through Inspection Shop, Training School, Convenience Stores to extend our services to everywhere and anywhere.
3. Continue the spirit of Customer Foremost in serving the people and implement electronic form integrating services to move forward to E-Government target.
   

　For years, this Office has been endeavoring to promote efficiency and improve service environment to better service quality. We hope that this White Paper would make the public understand what we are doing and what our efforts have been rendered to make faster and convenient services to the public. We also hope to receive your suggestions and encouragements, so that we can do also those we have not thought of before. We hope the Motor Vehicle Office services will soon be meeting the expectation of the public.