Customer Service Quality

2023 Goals

• Continue to safeguard customer information with no incidents of information leakage, theft or loss of customer information.
• Promotional campaign period: From mid-April to November, the campaign focuses on the goals declared during the Workplace Safety and Health Week, as well as the identified hazards and risk levels, so as to take preventive and control measures, and improve safety and health facilities, health environment, and management functions of workplaces through “education and training,” “diagnosis and counseling,” and “ auditing” in order to safeguard their workplace safety and health.

Short-term Goal (2024)

• No major customer complaints.
• Pursuant to “Points for Handling Petitions by the Executive Yuan and its Subordinates” and “Points for Handling Petitions by TIPC”, the survey result of people's satisfaction with people's petitions reaches 70%.
• Pay attention to the trends and demands of related industries in port area and expect to make 300 visits to industry operators.
• Conduct at least four port business seminars.
• Achieve case closure rate of 95% for operational issues raised by the shipping operators.

Medium and Long Term Goals (2025 onwards)

• No major customer complaints
• Pursuant to “Points for Handling Petitions by the Executive Yuan and its Subordinates” and “Points for Handling Petitions by TIPC”, the survey result of people's satisfaction with people's petitions reaches 75%.

Business Mode Optimization and Innovation

2023 Goals

• The first phase of the 7th Container Terminal at the Port of Kaohsiung has been operational since May 2023.
• The second phase began gradual delivery in September 2023 and started operating in July 2024.
• Upgrade port software and hardware to increase service competitiveness.
• “Trans-SMART2.0+ Upgrade Plan” draws up the development blueprint of smart ports in 2030, taking ‘operational safety, operational efficiency, service quality, and sustainable development’ as the four major goals. It is expected to complete the smart systems for vessel navigation assistance, introduction of smart monitoring and control management to the key infrastructure facilities in ports, introduction of AI image recognition and the construction of E lanes for automated gates and whistles, the intelligent business platform, the dynamic monitoring center and the Smart Energy Management System in ports, and other important projects. Intelligent Business Information Platform, Port Dynamic Monitoring Center, and Smart Energy Management System.

Short-term Goal (2024)

• Promote the establishment of a port dynamic monitoring center (tentative name) to provide real-time information on port dynamics and implement a contingency mechanism.
• Configure Business Intelligence Platform 2.0 and construct knowledge base.
• Scheduled operation of second phase of 7th Container Terminal of Port of Kaohsiung
• The online application system for port operations will be completed by 2024, and other ports will be gradually promoted.

Medium and Long Term Goals (2025 onwards)

• CCTV equipment and system development are deployed according to the needs of commercial ports to capture the image dynamics of vessels in the harbor.
• Completion of online application system for port-wide operations.

Safety Management of Port Operations

2023 Goals

• Enhance the performance of occupational safety and health (OSH) management through ISO 45001/TOSHMS (Taiwan Occupational Safety and Health Management System) tracking and auditing.
• Organize 4 training sessions on OSH education, exchange seminars or observations.
• Reinforcement of the safety of cargo handling at ports and the implementation status of “Guidelines for Safety and Health Management at Guided Ports” are carried out once every quarter for a total of 16 times, and once every six months for a total of eight publicity sessions.
• Conduct two training sessions for Vessel Traffic Service (VTS) commanders. Attend one training session each for the Vessel Traffic Service Operators (VSTO) of the friendship ports

Short-term Goal (2024)

• Maintain ISO 45001/TOSHMS (Taiwan Occupational Safety and Health Management System) system certification and acquire international and national certificates
• The International Ship and Port Facility Security (ISPS) will meet at least once a year to deliberate on the overall port facility security assessment and security plan.
• Organize one port facility security drill every quarterly, with a total of at least 36 drills for all ports.
• Complete the optimization of dangerous cargo system to ensure accuracy of dangerous cargo information across the entire port group.
• Each branch organizes at least one educational training for VTS personnel.
• The frequency of inspections and audits for under construction projects is at least once a month, and once a quarter for the headquarter to visit the branches.
• Carry out 64 counseling visits to cargo handling operations and 8 publicity campaigns.

Medium and Long Term Goals (2025 onwards)

• Maintain ISO 45001/TOSHMS (Taiwan Occupational Safety and Health Management System) system certification and acquire international and national certificates.
• Continuously review and revise preventive and protective measures to enhance operational safety.
• Each branch organizes at least one educational training for VTS personnel to empower the ability to respond to various disasters.
• The under construction projects of each branch are inspected and audited at least once monthly, while the headquarter visits the branches once every quarter.
• Carry out 64 counseling visits to cargo handling operations and 8 publicity campaigns.

Indirect Economic Impact

2023 Goals

• Boost the development of waterfront tourism and recreation.
• Provision of green energy-related properties and services
• The highlighted investments for port facilities are as follows:
  1. Logistics
     • Terminal S17 of Phase II of Port of Kaohsiung Intercontinental Container and hinterland of Terminal S16 and S17
     • Hinterland 1-4 of Taipei Port Logistics and Storage Area Phase 2-1 Warehouse
     • Specialized Zone for Port Service (II) of Taichung Port
  2. Expand at least 5 hectares of land for investment in green energy-related industries
• “Adjustment of Upper Limits of Rates and Charges for Taiwan International Commercial Ports” has been effective since January 1, 2023. The new rate plan is based on the principle of 10% rise, and adjusts the relevant port fee scale in response to the large-scale ships. As for the terminal business fee, it is adjusted by 10% of the existing scale rate in the hope of improving the operating environment and driving port service providers to improve service quality and grassroots’ wage level, so as to enable sound development of our port industry and lay the foundation for sustainable port operations.

Short-term Goal (2024)

• In order to facilitate waterfront tourism and asset revitalization, the following projects were completed:
  • Renovated Waiting Room of Kaohsiung Port into a hotel and into operation.
  • Taipei Port Tourism, Recreation and Commercial Zone.
  • Taichung Port Terminal 20A and 20B waters and tourism and recreation business.
• The key investment opportunities in port facilities are listed below:
  1. Logistics
     • Hinterland 1-4 of Taipei Port Logistics and Storage Area Phase 2-1 Warehouse
     • Investment for construction and operation of 79,000 square-meter land of Specialized Zone for Port Service (II) of Taichung Port
     • B2 land of Southern Star Project Area of Port of Kaohsiung
  2. Expand at least 5 hectares of land for investment in green energy-related industries

Medium and Long Term Goals (2025 onwards)

• Completed second phase of Kaohsiung Port Depot investment recruitment, Former Banana Warehouse development and investment recruitment for new Penglai warehouses.
• The key investment opportunities in port facilities are listed below:
  1. Logistics: Zone B hinterland of 4th Container Center of Port of Kaohsiung
  2. Rolling review on the land expansion for green energy-related industries