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Bureau of Labor Insurance, Ministry of Labor  Brief Introduction






                   Trends in the Level of Satisfaction with the Overall Service Quality of the BLI
                                                      (2004-2018)
          Level of satisfaction (%)

          90
                                                                                                          87.3
          88                                                                                       86.6   87.3
                                                                                                   86.6
                                                                                             85.8
                                                                                      85.1
          86                                                      83.9   84.1  84.6   85.1   85.8
                                                                               84.6
                                                                         84.1
                                                                  83.9
                                                            83.3
          84                                                83.3
                                                     81.3
          82                                   80.5  81.3
                                               80.5
                                        79.0
          80                      78.3  79.0
                                  78.3
                           77.0
          78               77.0
                     75.6
          76 74.974.9  75.6
          74
          72
          70
          68
              2004   2005  2006   2007  2008   2009   2010  2011   2012  2013   2014  2015   2016   2017  2018

            expedient and convenient services, the BLI         To demonstrate its commitment to communicating
            now offers online applications for the claim of    with and responding to the general public, the
            maternity benefits, old-age benefits and funeral   BLI has established a Facebook page and blog
            grant under the labor insurance program; labor     to regularly address issues of concern and
            pension payments; maternity benefits and           public interest. Rapid responses will be given to
            old-age pension benefits under the national        messages received via these channels to achieve
            pension insurance program; early reemployment      the purpose of good communication and effective
            incentives (copy of personal ID card not required)   policy promotion.
            and  parental  leave  allowances  under  the       All of these efforts are geared towards providing
            employment insurance. To encourage online          faster, more efficient and professional services
            benefit claims, the BLI will continuously enhance   in light of customers' needs. We will continue to
            the functionality and universality of its e-services.   uphold our philosophy of “service, convenience,
            It will do this by incorporating eID into its e-service   efficiency and innovation” in promoting various
            plan, in consideration of the wide availability of   businesses to provide better protection and
            ID cards, and the expected replacement of the      services for all citizens.
            traditional ID card by eID's (which will incorporate
            the functions of natural person certificates) by the   In the face of rapid changes in Taiwan's society,
            Ministry of the Interior.                          the BLI still has to keep up with the times,
                                                               continuously adjusting its pace and transforming
            To improve the accessibility of its website, the   itself with social development. Upon the solid
            BLI has made significant efforts to develop and    foundation of the labor insurance program, in
            reconstruct its global website. The renovated      the future, with the implementation of the new
            website  is  more  friendly,  enabling  faster     labor pension, national pension , farmer health
            information search and providing better user       insurance and labor insurance pension programs,
            experience.
                                                               the BLI will continue to safeguard Taiwan's social
                                                               security system and accept more challenges.


                                                                                Chapter Five  Future Perspectives  39
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