Foreword
With the progress of industry and commerce, the time of customer-orientated is coming, and the affairs of household registration (which are long-term and constant) have been updated from passiveness to activation. Each household colleague should adhere to the idea that public satisfaction is always first and foremost in our thoughts and we should be eager to solve problems as they arise. One principle of this administration always strives for quality and efficiency in our services. Furthermore, we act in accordance with Mayor Lin's administrative idea to promote the "ten major political views", "five opinions", "woman policy", "labor policy", and so on, to transform Hsinchu into a modern utopia of science and culture. This is our direction and the goal we pursue.

Our organization
Our office belongs to the Siangshan District, and we are administered by one director, one secretary, five officers, five junior officers, a clerk, an associate clerk, and a worker for a total of 17 people. The staff of the administrative section is responsible for population statistics, office administration and relevant computer affairs. The staff of the registration section handles day-to-day tasks, such as birth registration, marriage, divorce, household registration and application affairs.

Our service standards and policies
．Establish an internal quality and audit system- As a result of strict inspections we can improve the quality of our service.
．Implement internal quality to audit- Auditing personnel allows us to examine every process of our service. We can find problems quickly and solve them in order to maintain good-quality service.
．Collect standard operating procedures into the following manuals: Procedure for Household Registration; Information Required for Household Registration; and Household Administrative Laws and Registration. Employees are required to study them and handle the application process according to the books.
．Praise well performing personnel publicly every month.
．Publication of the "Guide to Good Telephone Manners" for the benefit employees. Each month we also praise those outstanding personnel who are known for their impressive telephone etiquette.
．In order to improve telephone etiquette, the Director, a secretary or the section head will often give colleagues a pop quiz to see if they understand the household laws and possess excellent telephone manners. The employee's result are inadequate, they must undergo improvement training.

Convenient service that we provide for you
．The information counter and the office environment planning. An electronic bulletin was installed at the front entrance of our office. It shows new household administration laws and registrations, and municipal administration information. At the door we also present the office's service hours in both Chinese and English.
．Adoption of open service counters to facilitate, communication with the people on a face to face basis so we can talk with the public easily.
．Select and assign proper personnel to service the public at the counter, and to enforce the employees' specialized knowledge. We also provide special advisory service and our secretary and the section head are ready for any household inquiries.
．There are "Notice of Household Registration" and "Termination of Application" signs placed strategically around the office. The household application affairs are computerized and handled as soon as the application is fielded.
．The counter displays the serial number and employee's name clearly. We also provide many kinds of informative booklets and various kinds of service criterion to help the people better understand the application services.
．In order to give people the best possible service, the Director and secretary go back and forth to serve the public voluntarily.
．Thoughtful placement of potted plants arranged to improve the overall office atmosphere.
．Establishment of an automatic number dispenser voice system, the machine displays the number on a bulletin board in addition of speaking it. Citizens are directed to the appointed counter, thus avoiding having to stand in line for unreasonable lengths of time.
．Leave suitable space for waiting public in front of the counter, offer tea, broadcast pleasant music, and allow people to feel very comfortable.
．Establishment of disabled access facilities, such as a special service counter, access, and restroom. Elderly and disabled people are served immediately.

Our innovative services
．Flexible working hours: Because everybody in this industrial and commercial society is busy, we continue to offer service during lunch hour to make registration as convenient as possible.
．Scanned ID cards kept on record for future reference allow us to check for imposters and forgeries.
．Notices for lost ID cards and re-applying In order to prevent a person form falsely applying for and receiving an ID card, all people who apply for the re-issuance of ID card will receive a confirmation postcard. If a person did not, in fact re-apply, they can then come to the office and file a report.

Handling of complaints from the public
．Establish the following: Procedure for Handling of Complaints form the Public; Procedure for Handling of Requests from the Publics; and Notice of the Handling of Request; According to procedure, we shall deal with the public's complaints carefully.
．The personnel responsible for the complaints will deal with these cases most rapidly and file a "Report of Correction and Precautionary Measures", so any evident problems can be corrected and improved upon immediately.
．When we receive the request from the public, we try to understand it as best we can. We attempt to deal with any problems immediately and then inform the public of the solution.

Use of social resources
On-site volunteers provide guidance, tea service, and other forms of enthusiastic help.

Establish an online presence
．Establish the website for our organization and offer on-line versions of household registration notices, population statistics data, consultation of affairs of household registration, and so on.
．The website offers the following service

→	Utilize global information network websites, and declare the decree of household registration
	and convenient facilities for the people.
→	Offer and e-mail "complaint and suggestion box" to answer household registration questions
	from the public and provide a channel for complaints.
→	Offer household registration statistical data via the internet.
→	The public can download the forms which are used to apply for household registration.
→	We have an "F.A.Q." to explain common household registration problems.

．Through the E-MAIL feedback service of the municipal government, we hope to understand the citizen's requests. When the citizens communicate their difficulties or requests, we will attempt to handle them and reply immediately.
．Building a voicemail system: The public can understand the notice of household registration through this 24-hour voice mail system.
．Build a network of all our administrative computers. Set up the Internet and enable each computer to surf the Net to receive and dispatch e-mail. Promote the rate of utilization of the Internet network.

Customer-oriented
Matching with the issuance of the Natural Person Certificate conducted by the Ministry of the Interior, we have issued such certificates and encouraged the public to apply.
Open our Director's appointments with citizens (9:00-10:00) every Tuesday. Appointments can be arranged or other times if necessary. We offer this service to help address any concerns of the citizenry.
According to the investigative procedures for customer satisfaction, we've designed a public-opinion questionnaire to conduct a survey of overall customer satisfaction. We regularly analyze the investigation results as the reference to improve our service.
To match the mayor's policy of encouraging birth, the Director of the Household Registration Office issues a birth subsidy on behalf of Mayor Lin, while the birth registration is being processed.

Simplify the administrative procedure and provide convenient service
Simplify the working procedure, stipulate clear operational procedures, and set up work standards. We have obtained the ISO9001:2000 certificate for providing consistent, high quality services and efficiency.

Conclusion
The affairs of household registration are the basis of all administrative affairs. The Household Registration office makes contact with the common folk more frequently than any other. The personnel of the Household Registration office must keep enriching their knowledge and provide the best services as humanly possible. We will adhere to this goal and strive together to maintain this quality of service.