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