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. 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. 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. 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