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EUpdate April 2009

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EUpdate April 2009

  1. 1. Head, EU Kitty Choi kkychoi@eu.gov.hk Tel: 2810 2021 EU NEWS 2-4-2009 Deputy Head, EU Patricia Lau plau@eu.gov.hk From: Kitty Choi, Head, Efficiency Unit Tel: 2810 3463 To: Heads of Department Date: 2 April 2009 Assistant Director, EU W C Chan wcchan@eu.gov.hk Tel: 2165 7228 DIRECTORATE SEMINAR ON 9 APRIL Head, EU Head, EU Assistant Director,Choi Kitty EU Kitty Choi W F Yuk kkychoi@eu.gov.hk kkychoi@eu.gov.hk The Efficiency Unit’s latest directorate seminar will focus on the performance of wfyuk@eu.gov.hk Tel: 2810 2021 Tel: 2810 2021 departments. The findings for two international-benchmarking-related topics are largely Tel: 2810 3701 Deputy Head, EU Deputy Head, EU based on the data derived from surveys of the general public and the business communities Assistant Director,Lau Patricia EU Patricia Lau Steve Barclay plau@eu.gov.hk plau@eu.gov.hk in the OECD (Organisation for Economic Cooperation and Development) economies. The sbarclay@eu.gov.hk Tel: 2810 3463 Tel: 2810 3463 seminar will also examine the results of a recent survey of departments’ public enquiry Tel: 2810 3408 Assistant Director, EU Assistant Director, EU arrangements in relation to departments’ complaint handling approaches. Moreover, we will PMSO,Hooi David EU W C Chan Hedy Lo wcchan@eu.gov.hk dwkhooi@eu.gov.hk relay the findings of a recent international review of “joined-up government”, which will hwhlo@eu.gov.hk Tel: 2165 7228 Tel: 2810 3701 shed light on our progress in this area. Tel: 2165 7288 Assistant Director, EU Assistant Director, EU PMSO,Yuk W FF EU W Yuk Peggy Leung wfyuk@eu.gov.hk wfyuk@eu.gov.hk JOINED-UP GOVERNMENT PUBLIC SECTOR REFORM REPORT pwkleung@eu.gov.hk Tel: 2810 3701 Tel: 2165 7228 Tel: 2165 7206 The latest report in our series of international public sector reform publications will be Assistant Director, EU Assistant Director, EU StevePEO, EU Steve Barclay Barclay released in early April. It explores how some of the early elements of new public Judy Li sbarclay@eu.gov.hk sbarclay@eu.gov.hk management, such as decentralisation, have inadvertently resulted in discontinuity of service jckli@eu.gov.hk Tel: 2810 3408 Tel: 2810 3408 Tel: 2810 2306 delivery. Joined-up government is a resulting attempt to re-introduce a comprehensive PMSO, EU PMSO, EU whole-of-government approach to service delivery, without losing the original reform K W Kong Hedy Lo kwkong@eu.gov.hk hwhlo@eu.gov.hk benefits. Tel: 2165 7288 Tel: 2165 7288 PMSO, EU PMSO, EU BENCHMARKING THE HONG KONG PUBLIC SERVICE Peggy Leung Peggy Leung pwkleung@eu.gov.hk pwkleung@eu.gov.hk How good is the Hong Kong public service? Despite all the criticisms, we have always Tel: 2165 7206 Tel: 2810 2306 believed in the quality of the Hong Kong civil service. Now, for the first time, we have the PEO, EU PEO, EU Judy Li Judy Li results of a study conducted by a reputable, independent, third-party research institute to jckli@eu.gov.hk jckli@eu.gov.hk prove that our public service ranks among the best in the world. When the low cost of our Tel: 2810 Tel: 2165 7206 2306 public service is taken into account, our performance is even more impressive. A soft copy of the report has already been circulated to senior colleagues. The hard copy will be available in early April. REPORT ON PUBLIC ENQUIRY AND COMPLAINT HANDLING SURVEYS Following the Chief Executive’s Policy Address, the EU has assisted Administration Wing in conducting a survey of departments’ complaint handling approaches as part of the exercise 1
  2. 2. Head, EU Kitty Choi kkychoi@eu.gov.hk Tel: 2810 2021 EU NEWS 2-4-2009 Deputy Head, EU Patricia Lau plau@eu.gov.hk From: Kitty Choi, Head, Efficiency Unit Tel: 2810 3463 To: Heads of Department Date: 2 April 2009 Assistant Director, EU W C Chan wcchan@eu.gov.hk to enable heads of departments to review their systems. A report on this exercise has been Tel: 2165 7228 circulated to departments, and posted at the EU website. To review the future of the 1823 Head, EU Head, EU Assistant Director,Choi Kitty EU Kitty Choi Call Centre, we have conducted a survey of departments’ public enquiry arrangements. The W F Yuk kkychoi@eu.gov.hk kkychoi@eu.gov.hk wfyuk@eu.gov.hk Tel: 2810 2021 Tel: 2810 2021 survey was aimed at gauging the need of departments to join the 1823 Call Centre. During Tel: 2810 3701 the exercise we were also able to compare and contrast departments’ public enquiry and Deputy Head, EU Deputy Head, EU Assistant Director,Lau Patricia EU Patricia Lau complaint handling regimes. In addition to many similarities that can be expected, some Steve Barclay plau@eu.gov.hk plau@eu.gov.hk sbarclay@eu.gov.hk Tel: 2810 3463 Tel: 2810 3463 interesting findings were also recorded in the process. These will be shared with departments Tel: 2810 3408 in a report to be released in April. Assistant Director, EU Assistant Director, EU PMSO,Hooi David EU W C Chan Hedy Lo wcchan@eu.gov.hk dwkhooi@eu.gov.hk hwhlo@eu.gov.hk PUBLIC ENQUIRY AND COMPLAINT HANDLING GUIDE Tel: 2165 7228 Tel: 2810 3701 Tel: 2165 7288 Assistant Director, EU Assistant Director, EU While our original intention was to produce a single guide to complaint handling, the public PMSO,Yuk W FF EU W Yuk Peggy Leung wfyuk@eu.gov.hk wfyuk@eu.gov.hk enquiry survey mentioned above made clear that it would be a more useful and cost-effective pwkleung@eu.gov.hk Tel: 2810 3701 Tel: 2165 7228 way to cover more ground by producing a guide covering both topics. Since we expect to Tel: 2165 7206 Assistant Director, EU Assistant Director, EU introduce this combined guide by the middle of this year, there will only be a slight delay in StevePEO, EU Steve Barclay Barclay the publication date. Judy Li sbarclay@eu.gov.hk sbarclay@eu.gov.hk jckli@eu.gov.hk Tel: 2810 3408 Tel: 2810 3408 However, in view of departments’ need for the complaint handling guide as reference for Tel: 2810 2306 PMSO, EU PMSO, EU finalising the review demanded by the CE in his Policy Address, a soft copy of the part on K W Kong Hedy Lo complaint handling of the combined guide will be issued shortly. kwkong@eu.gov.hk hwhlo@eu.gov.hk Tel: 2165 7288 Tel: 2165 7288 PMSO, EU PMSO, EU SPRING HAS COME TO YOUTH.GOV.HK Peggy Leung Peggy Leung pwkleung@eu.gov.hk pwkleung@eu.gov.hk On the morning of 14 March, against the backdrop of blossoming azaleas in the garden of Tel: 2165 7206 Tel: 2810 2306 the Government House and under the bright sun, 60 enthusiastic student photographers and PEO, EU PEO, EU their teachers were offered an exclusive chance to share their passion for photography with Judy Li Judy Li the Chief Executive. jckli@eu.gov.hk jckli@eu.gov.hk Tel: 2810 Tel: 2165 7206 2306 2
  3. 3. Head, EU Kitty Choi kkychoi@eu.gov.hk Tel: 2810 2021 EU NEWS 2-4-2009 Deputy Head, EU Patricia Lau plau@eu.gov.hk From: Kitty Choi, Head, Efficiency Unit Tel: 2810 3463 To: Heads of Department Date: 2 April 2009 Assistant Director, EU W C Chan wcchan@eu.gov.hk Tel: 2165 7228 Head, EU Head, EU This event was organised by the Assistant Director,Choi Kitty EU Kitty Choi Youth.gov.hk to encourage young W F Yuk kkychoi@eu.gov.hk kkychoi@eu.gov.hk wfyuk@eu.gov.hk Tel: 2810 2021 Tel: 2810 2021 people to be creative and explore the Tel: 2810 3701 interesting aspects of daily life. The Deputy Head, EU Deputy Head, EU Assistant Director,Lau Patricia EU Patricia Lau participants’ and the CE’s photos, Steve Barclay plau@eu.gov.hk plau@eu.gov.hk sbarclay@eu.gov.hk Tel: 2810 3463 Tel: 2810 3463 together with the event highlights, will Tel: 2810 3408 be featured at Youth.gov.hk in early Assistant Director, EU Assistant Director, EU PMSO,Hooi David EU W C Chan April. Hedy Lo wcchan@eu.gov.hk dwkhooi@eu.gov.hk hwhlo@eu.gov.hk Tel: 2165 7228 Tel: 2810 3701 Tel: 2165 7288 Earlier on in February, the “Kara O!Face School Tour” Programme jointly presented by the Assistant Director, EU Assistant Director, EU PMSO,Yuk W FF EU W Yuk Youth.gov.hk and the Metro Info Radio came to a joyful end. Twenty local secondary schools Peggy Leung wfyuk@eu.gov.hk wfyuk@eu.gov.hk took part in the three-month musical tour, on which young singers did their very best to pwkleung@eu.gov.hk Tel: 2810 3701 Tel: 2165 7228 Tel: 2165 7206 convey the positive message of “giving yourself a chance” in a cheerful ambience. Assistant Director, EU Assistant Director, EU StevePEO, EU Steve Barclay Barclay Youth.gov.hk was showered with honours for its dedication to meeting citizen’s demand for Judy Li sbarclay@eu.gov.hk sbarclay@eu.gov.hk jckli@eu.gov.hk Tel: 2810 3408 Tel: 2810 3408 public service delivery. Our latest award, which came in early February, was the Certificate of Tel: 2810 2306 Merit in the Hong Kong ICT Awards 2008 under the Best Public Service Application PMSO, EU PMSO, EU K W Kong Hedy Lo Award–Most Favoured Category. We are now in the running for the World Summit Award kwkong@eu.gov.hk hwhlo@eu.gov.hk 2009 under the e-Government & Institutions Category. Tel: 2165 7288 Tel: 2165 7288 Spring is a time for growth and renewal. The Culture Hub of Youth.go.hk has also taken on PMSO, EU PMSO, EU Peggy Leung Peggy Leung a new and refreshing look at this time. We are pleased to have introduced our enhanced pwkleung@eu.gov.hk pwkleung@eu.gov.hk “Concert Hall”, “Visual Arts Gallery”, and “Chinese Opera House” in the Culture Hub Tel: 2165 7206 Tel: 2810 2306 section to meet young people’s need for variety in contents. PEO, EU PEO, EU Judy Li Judy Li jckli@eu.gov.hk jckli@eu.gov.hk 1823 COMPLAINT HANDLING SATISFACTION SURVEY Tel: 2810 Tel: 2165 7206 2306 An independent consultant has been commissioned by us to conduct a customer satisfactory survey on 1823’s complaint handling capabilities. According to the Q3 results already available, similar to Q1 & Q2, about 1,000 survey questionnaires were completed in Q3, by random selection from 67,000 completed complaint cases. Respondents were asked various questions relating to Responsiveness, Empathy, Assurance and Follow-up services to gauge their level of satisfaction with the performance of 1823. The overall satisfaction score was 7.7 out of a 10-point scale, the same as that of Q2 and higher than that of Q1. 3
  4. 4. Head, EU Kitty Choi kkychoi@eu.gov.hk Tel: 2810 2021 EU NEWS 2-4-2009 Deputy Head, EU Patricia Lau plau@eu.gov.hk From: Kitty Choi, Head, Efficiency Unit Tel: 2810 3463 To: Heads of Department Date: 2 April 2009 Assistant Director, EU W C Chan wcchan@eu.gov.hk Tel: 2165 7228 Head, EU Head, EU Satisfaction on the performance of 1823 Assistant Director,Choi Kitty EU Kitty Choi in Complaint Handling W F Yuk kkychoi@eu.gov.hk kkychoi@eu.gov.hk wfyuk@eu.gov.hk Tel: 2810 2021 Tel: 2810 2021 Tel: 2810 3701 Deputy Head, EU Deputy Head, EU 7.7 Assistant Director,Lau Satisfaction 7.7 Patricia EU Patricia Lau 7.3 Steve Barclay plau@eu.gov.hk plau@eu.gov.hk sbarclay@eu.gov.hk Tel: 2810 3463 Tel: 2810 3463 7.6 Tel: 2810 3408 Responsiveness 7.0 7.5 Assistant Director, EU Assistant Director, EU PMSO,Hooi David EU W C Chan 8.0 Hedy Lo wcchan@eu.gov.hk dwkhooi@eu.gov.hk Empathy 7.7 8.0 hwhlo@eu.gov.hk Tel: 2165 7228 Tel: 2810 3701 Tel: 2165 7288 7.5 Assistant Director, EU Assistant Director, EU Assurance 7.1 7.1 PMSO,Yuk W FF EU W Yuk Peggy Leung wfyuk@eu.gov.hk wfyuk@eu.gov.hk Follow-up 6.4 6.7 pwkleung@eu.gov.hk Tel: 2810 3701 Tel: 2165 7228 services 5.6 Tel: 2165 7206 Assistant Director, EU Assistant Director, EU 1 3 5 7 9 StevePEO, EU Steve Barclay Barclay Judy Li sbarclay@eu.gov.hk sbarclay@eu.gov.hk 3rd quarter 2nd quarter 1st quarter jckli@eu.gov.hk Tel: 2810 3408 Tel: 2810 3408 Tel: 2810 2306 PMSO, EU PMSO, EU K W Kong Hedy Lo kwkong@eu.gov.hk hwhlo@eu.gov.hk With the cooperation of departments, 1823 will continue to provide quality complaint Tel: 2165 7288 Tel: 2165 7288 handling service for departments and the public. PMSO, EU PMSO, EU Peggy Leung Peggy Leung pwkleung@eu.gov.hk pwkleung@eu.gov.hk Tel: 2165 7206 Tel: 2810 2306 PEO, EU PEO, EU Judy Li Judy Li jckli@eu.gov.hk jckli@eu.gov.hk Tel: 2810 Tel: 2165 7206 2306 4

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