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Chapter 11 IT Development

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Chapter 11 IT Development Chapter 11 IT Development In a bid to broaden the spectrum of services to Taipei’s residents, the Taipei City Government has cooperated with convenience stores to provide more service opportunities and increase online access to city service requests, applications and complaints. For example, the latest launched MOTA (Map of Taipei Amusement) service connects residents and visitors to the world of Taipei City Government feature events, such as the Taipei Shopping Festival, Taipei International Beef Noodle Festival, and ICT (information and communications technology) Month. A host of wireless service applications is also helping build Taipei into a friendly, wireless and intelligent city. 169 Taipei Yearbook 2009 he Taipei City Government has continued with its efforts already started under the T“Framework Plan to Build Taipei as an Intelligent City,” based on three primary strategies: e-Government, e-Community, and e-Life. In 2009, more services were made available through the Framework Plan endeavors, including the Taipei Telecare, pothole tracking service, Taipei e-Bus Service, Household Messenger Service and the Parking Guidance and Information System. Such a wealth of services, made possible by intelligent life technology applications, has helped the City Government to accomplish its vision of “quality life in an intelligent city” in Taipei. Part 1 e-Government The Taipei City Government has created a friendly e-government environment for residents to access various services. We have continued to improve the 1999 Citizen Hotline and inaugurated the Household Messenger Service website. A series of guides entitled “Make a Better Life: A Handbook for Living in Taipei” has been published and distributed to help citizens in their daily lives. The Intelligent Dispatch System and a crime information database have supported security efforts to protect lives and property. Furthermore, official websites have also been set up for the Taipei Industry Support Program and for promoting products made by indigenous peoples, so as to boost business and job growth. With the dedicated efforts of the e-government initiative, the Taipei City Government is committed to better serving its residents. 1. e-Secretary (1) 1999 Citizen Hotline Optimized The optimized 1999 Citizen Hotline has improved in quality and capacity, with a larger team of 88 call center representatives and enhanced information, referral, and complaint services. This Hotline has integrated sixteen existing 0800-toll free numbers as well as two non-0800 numbers from Taipei City Government agencies, and another incorporating eighteen dispatch services most relevant to the lives of Taipei City residents. Moreover, the 1999 Citizen Hotline has been made toll-free since October 1, 2009, to effectively encourage usage. The Hotline service is also available via fax and text messages to help those with hearing or speech difficulties. By the end of 2009, 2,668,445 calls have been answered since the Hotline was activated on July 3, 2008, while 138,906 complaints have been received and 283,216 service dispatches have been assigned. On average, the 1999 Citizen Hotline answered 148,247 calls, received 7,717 complaints, and handled 15,734 dispatch assignments each month during this period. The Hotline enjoys 77% brand awareness and 86% customer satisfaction among Taipei’s residents. On October 8, 2009, the achievements of the 1999 Citizen Hotline operation system earned it the Award of Excellent Information Application and Product at IT Month. A press conference celebrating the anniversary of the optimized 1999 Citizen Hotline. 170 C h a p t e (2) Household Messenger Service Inaugurated r 1 As emails and mobile phone text messages become prevailing ways of communication, Taipei 1 citizens may choose to receive email or phone text messages for timely notifications and reminders I T from the Taipei City Government. By giving relevant information of an individual or a household, such as D personal ID number, address, age information of family members, e water account number, or car plate v number, Taipei citizens can receive notifications of city services, including a reminder to pay water bills, e l o parking fees, traffic tickets, or automobile fuel charges. In the future, the message service will be further p integrated to provide citizens with information tailored more closely to their needs. m e n 2. Household Affairs Project Website t The Household Affairs Project is an initiative targeting five different groups of people; these groups are based on five of the major stages of life, including birth, marriage, divorce, migration, and death. The project offers delivery of services while offering warm regards and useful information with gift bags, which includes a greeting card from the mayor, a guide to living in Taipei, and some small tokens of warmth. For example, gift bags are presented by the Borough/Neighborhood Chief in person to congratulate newly-weds, new-born babies, and new comers to the city, while a package of useful objects is given in consolation to those who recently experience a divorce or loss of family member when they file related reports at the local household registration office. These are meant to provide the most timely and comprehensive information to help citizens in different life stages. The project’s website was launched on December 1, 2009, offering an online version of the updated "Making a Better Life-A Handbook for living in Taipei" for downloading. A neighborhood chief presenting a gift bag and 3. e-Business congratulating the recipient. (1) Taipei Industry Support Program Website The Taipei City Government has set up a website for the Taipei Industry Support Program in an effort to help small and medium-sized enterprises ride out the recent global financial crisis. The program builds on 3 pillars – credit guarantee, marketing venue support, and incentives for hiring. It is further divided into five tasks, including SME financing assistance, outreach visits, helping enterprises to apply for funding, help in hiring new staff, and joint marketing activities. With a wide range of support measures, both business growth and industry development in Taipei City can be further bolstered. (2) IT Development-focused Building In 2009, the phase 2 and phase 3 expansions of the Guanghua Digital Plaza were carried out to further develop the mall into an unparalleled unique shopping district for electronics and computers, attracting local consumers and foreign tourists. More than 650,000 Discounts are offered during the anniversary sale at visits were recorded during the Plaza’s anniversary Guanghua Digital Plaza. 171 Taipei Yearbook 2009 sale promotion from July 18 to July 31, 2009, while the Cool Summer Computer Game Festival was held between July 18 and 29, showcasing online games and the new Windows 7 for a summer vacation blast full of fun and the latest product information. 4. e-Safety and Crime Prevention (1) Intelligent Dispatch System After installation, the Intelligent Dispatch System has been given a test run in the police districts in Zhongshan, Datong, Shilin and Beitou. The area served by the Shilin police district was chosen for a pilot trial of the Global Positioning System (GPS) support program. A performance review has shown significant improvement in the following areas when compared to results from 2008: the 110 service monitoring system, the time taken to resolve incidents reported to a police station, time taken for the police to arrive at the incident scene, and use of PDAs for information as needed. The Taipei City Government plans to equip the police force with more hand-held mobile devices in all police precincts in 2010. (2) Video Surveillance System A smaller-scale pilot test was conducted at the Wolong Borough of Daan District to understand and assess electricity connection, transmission, and cameras of the City’s Video Surveillance System before continuing with full-scale installation. Since the results were better than expected, a briefing and live demonstration were then held on April 8, 2009, followed by various preparatory work, including the construction of the core infrastructure and on-site equipment, as well as the deployment of a transmission network for the system. The installation is scheduled for completion by the end of 2010, when the city’s 11,500 crime hotspots throughout 449 boroughs of 12 districts will all be equipped with a digitized video surveillance system to effectively monitor neighborhood safety, thus safeguarding public security in a safer city. (3) Crime Database Management System Utilizing geographic information system and database software, the Crime Database Management System is able to develop customized analysis modules for crime mapping, which helps identify investigation leads and possible suspects, boosting the effectiveness of crime investigation and prevention. Indeed, with the help of the new system, the time taken to prepare crime pin maps at a police station has been reduced from a monthly average of about 8 hours to less than 1 hour. The monthly rate of accessing the system for online queries by the investigation units and police posts has also exceeded 90%, and the system boasts a 100% coverage rate of Taipei City’s crime map data. In the future, the database of the system will continue to expand by interfacing or integrating with other police information systems or other agencies on relevant matters. 5. e-Learning (1) IT-Supported Classrooms and Libraries The Taipei City Government is committed to incorporating information technology into the educational scene. To that end, a three-year project was initiated in Students at Dahu Elementary School enjoy interactive learning via the electronic whiteboard. 172 C h a p t e 2008 to build IT-supported classrooms and to enhance the IT environment in libraries. More specifically, r school libraries will be upgraded into IT-equipped education resource centers, furnished with computer 1 1 reference areas, mini sections for discussions, online database workstations, CD/VCD/DVD players I T and VOD (video on demand) service.
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