Management Approach of Innovative Postal Services
Chunghwa Post bases on the privatization principle to provide universal, fair, and reasonable postal services to facilitate sound development of the postal business and to enhance the well-being of all citizens. The core value is to provide customer-oriented, honest, and efficient services. In the face of the wave of technological and digital transformation, Chunghwa Post has to continue to innovate its services, improve customer satisfaction, protect customer privacy, and move toward digitalization and intelligent transformation to achieve the strategic vision of being “A postal service company that provides excellent services and is trusted by the people”.
Material Topics Included
．Customer Health and Safety (GRI 416)
．Marketing and Labeling (GRI 417)
．Customer Satisfaction (Custom topic)
．Complete Delivery Rate (Custom topic)
．Innovative Services (Custom topic)
．Marketing and Labeling (GRI 417)
．Customer Satisfaction (Custom topic)
．Complete Delivery Rate (Custom topic)
．Innovative Services (Custom topic)
Corresponding SDGs
Sustainable Management
Policies
．Provide customer-oriented, honest and efficient services
．A postal service company that provides excellent services and is trusted by the people.
．Develop smart logistics and digital finance, provide universal and high-quality service in postal, savings and life insurance operations
．Make good use of digital technology, strengthen innovation capability, improve business physique, and enhance competitiveness
．Continue to expand cross-strait postal and remittance business to provide convenience services
．A postal service company that provides excellent services and is trusted by the people.
．Develop smart logistics and digital finance, provide universal and high-quality service in postal, savings and life insurance operations
．Make good use of digital technology, strengthen innovation capability, improve business physique, and enhance competitiveness
．Continue to expand cross-strait postal and remittance business to provide convenience services
Management process
．Four Postal Acts
．Four-year Development Plan for Postal Business
．Execution Plan for Service Quality Improvement
．Financial Consumer Protection Act
．Principle for Financial Service Industries to Treat Clients Fairly
．Dispute Resolution Mechanism of Savings and Remittances Business
．Complaint Management and Handling Procedure
．Internal Management Review Procedure for Customer Satisfaction
．Postal Staff Training of BIF (Business Information Framework)
．Operation Directions for Financial Institutions Using Emerging Technologies
．Key Points for Postal Agency Business Promotion
．Epidemic Prevention Regulations for Mail Collection for Home Quarantine or Home Isolation
．Key points for the System and Procedures for the Solicitation and Processing of Postal Simple Life Insurance Business
．Four-year Development Plan for Postal Business
．Execution Plan for Service Quality Improvement
．Financial Consumer Protection Act
．Principle for Financial Service Industries to Treat Clients Fairly
．Dispute Resolution Mechanism of Savings and Remittances Business
．Complaint Management and Handling Procedure
．Internal Management Review Procedure for Customer Satisfaction
．Postal Staff Training of BIF (Business Information Framework)
．Operation Directions for Financial Institutions Using Emerging Technologies
．Key Points for Postal Agency Business Promotion
．Epidemic Prevention Regulations for Mail Collection for Home Quarantine or Home Isolation
．Key points for the System and Procedures for the Solicitation and Processing of Postal Simple Life Insurance Business
Preventive or remedial measures
．Customer suggestion box and 24-hour customer service hotline: 0800-700-365
．At each post office, there are “Customer Opinion Forms” with free return postage for customers to reflect their opinions
．At each post office, there are “Customer Opinion Forms” with free return postage for customers to reflect their opinions