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Internal Testing of Audio Transcription Collaboration to Improve Service efficiency of 1999 Taipei Citizen Hotline

Research, Development and Evaluation Commission (RDEC), Taipei City Government would like to address the questions brought up by news media regarding two projects: “Evaluation of the New Speech Recognition System for 1999 Taipei Citizen Hotline” and “Planning for the Analysis of Public Opinions from 1999 Taipei Citizen Hotline.”
 The RDEC, abiding by the organization charter and responsibilities, pushes for the two projects to monitor and improve the service quality of 1999 Taipei Citizen Hotline (hereinafter referred to as “1999 Hotline”) and increase public interest. Both project solicitations are issued though “Taipei Smart City Industry Field Empirical PoC Program” to seek a public-private partnership on providing trial audio transcription tools. While the tool converts oral contents to texts and analyze key words, the 1999 Hotline customer service representatives are allowed to focus on the communication with people. In addition, it improves the accuracy of the case reports, increase the efficiency of complaint processing, and help the responsible agencies to identify pain points. The two projects also aim to be in compliance with Article 16, paragraph 2 of the Personal Data Protection Act: “where it is necessary for… furthering public interest.”   
For both projects, the collaboration with the private sectors is mainly on audio transcription. It does not involve voiceprint recognition. In addition, to assure comprehensive personal data protection and avoid information leaks, the signed contracts include clauses concerning personal data protection. The members of the project team who perform the testing in the call center are also required to sign a confidentiality agreement. Furthermore, they are accompanied by city staff when setting up the system. The transcription results are for internal use only and deleted immediately once the testing is completed to ensure the personal data protection measures are fully carried out.   
Pursuing the digital transformation policy of Taipei City Government, the RDEC conducts a study “Strategies for the Digital Transformation and Personal Data Protection of 1999 Taipei Citizen Hotline.” This study discusses the challenges of personal data protection and administrative ethics during the process of digital transformation. It also collects cases about adversities local and foreign governments encounter in amending regulations and adjusting measures as they introduce digital transformation and related information technologies. The purpose of the study is not only to understand the personal data protection in introducing audio transcription technology, but also to provide references for improving 1999 Hotline service procedures and designing related measurements.     
In order to ensure flawless implementation of the two projects, the RDEC will submit them to the Data Government Committee for external experts to clarify concerns related to the projects. Furthermore, the RDEC will follow their advices and take necessary actions.