To serve road users, the DGH established a free 24-7 service hotline (0800-231-035) and a professional call center to answer road users' questions.
To monitor performance and ensure service quality, the call center has three key performance indicators (KPI) including response rate, telephone service factor, and longest wait time. Calls are also monitored at random for quality purposes, and automatic voice callback is used to conduct customer satisfaction surveys.
The hotline offers professional customer service and immediate answers to questions. A comprehensive knowledge base also provides information on motor vehicles, road maintenance, disaster prevention, and transportation management issues. The hotline has improved the overall administrative efficiency of the DGH.