| National Institute of Educational
Resources and Research Citizen Service Evaluation Plan 2005 |
| 1、 |
Objective：To strengthen citizen services
and to enhance service quality |
| 2、 |
References：
MOE Service Quality Enhancement Implementation Plan 2005, announced
in the Letter Tai-Mi-Qi-Zi 0940006568 by the Ministry of Education
dated 14 January 2005 ; and MOE Citizen Service Unscheduled Evaluation
Plan,announced in the Letter Tai-Mi-Qi-Zi 0930048522 by the Ministry
of Education dated 19 April 2004 . |
| 3、 |
Evaluation targets：All units and colleagues
of the NIOERAR. |
| 4、 |
Evaluation Committee Members：The Secretary
is the convener of the evaluation committee formed with 13 committee
members, including the chief of all divisions and offices; 2 editors;
1 representative assigned by the Educational Material Division, Audiovisual
Education Division, Extension Division and General Affairs Division
(all of which with more employees); and 1 information staff, to execute
the evaluation plan. |
| 5、 |
Modes of evaluation |
| |
5.1 |
Regular evaluations |
| |
|
5.1.1 |
Every division and office shall complete
the Service Quality Enhancement Report and review and improve the
progress of work items specified in the Service Quality Enhancement
Implementation Plan 2005. |
| |
|
5.1.2 |
A second evaluation shall be conducted
every year after the preliminary evaluation of divisions and offices
conducted in accordance with the NIOERAR Citizen Service Unscheduled
Evaluation Plan. The evaluation shall be conducted during June to
August this year. |
| |
|
5.1.3 |
Spot-check on telephone politeness |
| |
|
|
(1) |
To be conducted on a seasonal basis.
Testers shall be elected by members of the evaluation committee. Each
group shall have 2 testers to conduct the spot-check in turn by sampling,
and to maintain a record of the spot-check. |
| |
|
|
(2) |
Education and propagation shall precede
the spot-check. The head of all units and colleagues shall work as
a team. |
| |
5.2 |
Annual evaluation：To be conducted
according to the items in the annual report,whose contents are as
follows： |
| |
|
5.2.1 |
Divisions and offices shall complete
the Service Quality Enhancement Report and the Self-evaluation annual
Report in accordance with the MOE Service Quality Rewards Evaluation
Operation Procedures to review and improve all work items. |
| |
|
5.2.2 |
Divisions and offices shall audit
the evaluation comments in the Unscheduled Citizen Service Evaluation
Accomplishment Report to reinforce the review and improvement of all
work items. |
| 6、 |
Evaluation units and items |
| |
6.1 |
To enhance service quality, the NIOERAR
lists the units in charge and the evaluation items as follows： |
| |
| Items |
Units in charge |
| 1、Execution of
items for enhancing service |
Educational Material Division,
Extension Division, General Affairs Division and Secretariat |
| 2、Quality R&D
enforcement and service area review |
Educational Material Division,
Audiovisual Education Division, Extension Division and Personnel
Office |
| 3、Simplification
of administrative procedures and shortening of waiting time
|
Educational Material Division,
Audiovisual Education Division and Extension Division |
|
4、Attention to public feelings and public sentiment, spontaneous
communication and coordination |
Educational
Material Division, Audiovisual Education Division, Extension
Division, General Affairs Division and Secretariat |
| 5、Good use of
social resources and assistance in public service |
Educational Material Division,
Audiovisual Education Division, and Extension Division |
|
| |
|
|
| |
6.2Self-evaluation units and evaluation
items of unscheduled citizen service evaluation |
| |
| Items |
Self-evaluation Unit |
| 1.Service Criteria
and Self-evaluation |
Secretariat and Personnel
Offic |
| 2.Involvement
of unit head on citizen service enhancement |
Educational Material Division,
Audiovisual Education Division, Extension Division, General
Affairs Division and Secretariat |
|
3. Application (service item) operation procedures |
Committee
of Research and Development and General |
| 4. Citizen complaint
(petition) management |
All divisions and offices
except the Accounting Office |
| 5. Extension of
service locations ;integration of social resources |
Educational Material Division
and Extension Division |
| 6.Optimizing service
environment and providing special services |
Committee of Research and
Development and General Affairs Division |
| 7. Construction
of the website |
Information Team and Committee
of Research and Development |
| 8. Distance and
digitized service measures |
Information Team and Committee
of Research and Development |
| 9.Spot-check on
telephone politeness |
All units |
|
| 7、 |
Evaluation outcome |
|
| |
7.1 |
Evaluation outcome of the plan shall
be distributed to relevant units for references and execution. |
| |
7.2 |
The Secretariat shall follow up items
to be improved specified in the evaluation outcome to ensure the improvement. |
| 8、 |
Reward and punishmen |
| |
8.1 |
All evaluation outcomes of the plan
shall be included in the annual personal performance evaluation. Unit
evaluation outcomes shall be announced in the NIOERAR intranet. |
| |
8.2 |
For scores of the spot-check on telephone
politeness above 90 or below 79, the tester shall indicate in the
testing record items to be rewarded and improved. Where improvement
is needed, the head of the unit shall notify the testee. |
| |
8.3 |
Reward：The top 3 personnel with scores
of the spot-check on telephone politeness above 90 shall be rewarded
every season. |
| 9、 |
Matters not provided herein shall
be revised anytime according to the actual needs. This plan and its
revisions shall be implemented after approval by the director of the
NIOERAR. |
| |
|
| |
|
