Prioritizing High-Functioning Government Services for the Public
In a recent experience, a resident found themselves navigating the complexities of Taiwan's public services, shedding light on long-standing systemic issues that have plagued the sector for years. The author, seeking a tax payment certificate, returned to the National Taxation Bureau office in Kaohsiung's Lingya District multiple times with the necessary documents, yet still encountered issues with their paperwork.
The author believes that the processes are primarily focused on fraud prevention rather than providing convenient public services. This is evident in the design of processes, information organization, and service delivery, which lack a user-centered approach. The government's lack of transparency and standardized procedures is a significant issue, making it difficult for citizens to understand all service requirements clearly in one interaction.
To address these challenges, a shift in mindset among personnel from "managers" to "servants" is necessary, with a focus on serving the public rather than just compliant execution. The role of public servants should be to help solve problems, not just point out mistakes.
One solution proposed is the implementation of a list system to provide people with a checklist of necessary documents, preventing unnecessary back-and-forth. Additionally, integrating and connecting back-end databases could prevent people from having to repeatedly upload identical documents to different agencies.
Another approach is to decentralize services or maintain local government roles to preserve proximity and responsiveness to citizen needs. This can be complemented by an omnichannel communication strategy, with enhanced in-person services at optimally located government offices, similar to retail models which optimize location and service. Using interactive digital kiosks and mobile devices at service points can further streamline services, reduce wait times, and collect data on user interactions for continuous improvement.
Leveraging technology such as AI-driven customer service platforms can handle routine tasks, freeing staff to focus on complex cases, thus improving workforce efficiency and service delivery. However, it's crucial to enhance transparency and standardize procedures to ensure all service requirements can be communicated clearly and completely in a single interaction, reducing misunderstanding and inefficiency.
Promoting a workforce culture that values efficiency, effectiveness, and employee engagement can foster better service outcomes and morale among public sector employees. Together, these approaches address both the operational and human dimensions necessary to enhance the efficiency and user-centeredness of Taiwan’s public services, balancing centralized coordination with localized responsiveness and technology-enabled accessibility.
The author reflects that the process of retrieving a simple administrative certificate requires multiple trips and is not efficient. After three days of effort, they finally received their certificate. The experience left the author feeling deep exhaustion and a sense of powerlessness, underscoring the need for reform in Taiwan's public services.
- The author notes that the process of retrieving a tax payment certificate, a common business finance matter, requires extensive effort and multiple visits, indicating a need for improvements in Taiwan's public services.
- To improve the efficiency of service delivery in Taiwan, the author suggests adopting technology such as AI-driven customer service platforms to handle routine tasks, freeing staff to focus on complex cases and providing a more user-centered approach in the finance and business sectors.
