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online benefit claims, the BLI will continuously promotion. The BLI has also implemented a
enhance the functionality and universality of its smart text customer service system, enabling
e-services. It will do this by incorporating eID the public to access to its real-time business
into its e-service plan, in consideration of the inquiry services through the bureau's official
wide availability of ID cards, and the expected website, APP and Facebook, etc.
replacement of the traditional ID card by eID's All of these efforts are geared towards
(which will incorporate the functions of natural providing faster, more efficient and professional
person certificates) by the Ministry of the services in light of customers' needs. We will
Interior.
continue to uphold our philosophy of “service,
To improve the accessibility of its website, the convenience, efficiency and innovation” in
BLI has made significant efforts to develop and promoting various businesses to provide better
reconstruct its global website. The renovated protection and services for all citizens.
website is more friendly, enabling faster In the face of rapid changes in Taiwan's
information search and providing better user society, the BLI still has to keep up with the
experience.
times, continuously adjusting its pace and
To dem ons t r at e it s c om m it m ent t o transforming itself with social development.
communicating with and responding to the Upon the solid foundation of the labor
general public, the BLI has established a insurance program, in the future, with the
Facebook page and blog to regularly address implementation of the new labor pension,
issues of concern and public interest. Rapid national pension , farmer health insurance and
responses will be given to messages received labor insurance pension programs, the BLI will
via these channels to achieve the purpose continue to safeguard Taiwan's social security
of good communication and effective policy system and accept more challenges.

Trends in the Level of Satisfaction with the Overall Service Quality of the BLI
(2004-2019)
Level of satisfaction (%)
90 87.6
87.6
87.3
86.6
88 85.8 86.6 87.3
85.8
85.1
84.6
86 83.9 84.1 84.6 85.1
83.9 84.1
83.3
84 83.3
81.3
80.5
82 80.5 81.3
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 2019

Chapter Five Future Perspectives 41