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obtained through various channels in improving services and ensure that they meet the needs of the public.
The Department will endeavour to improve the quality of service in order to reduce the number of complaints. However, it would be very difficult to set specific targets for that because the number of complaints also depends on factors other than the quality of service, for example, the public's awareness of complaining, some people's conception that cases referred by the Commissioner for Administrative Complaints may receive different treatment and different expectations by different members of the public on the quality of service, etc.
MR. CHAN CHOI-HI (in Cantonese):—I have three follow-up questions. First, could we ask the Department to supply more detailed information about these 57 cases? Although the general outline of the complaints has been given in brief here, I would very much like to know more about these 57 cases. That is my first point.
Secondly, I wonder if the Department can submit a monthly summary report to the Administration Select Committee so that members of the Committee will be aware of the progress and handling of complaint cases or take follow-up actions. Members can also respond if necessary. I think this is important for public relations too.
Thirdly, I agree that our service standards have improved. I wonder if the Department or Mr. SUEN will consider establishing the service culture of the Department, including attempts in launching a trial courtesy campaign and encouraging staff to improve services to the public.
MR. SUEN KAI-CHEONG (in Cantonese):—In relation to the 57 cases of complaints, I am willing to provide Mr. CHAN and other Members with details after this meeting.
On the second point about regular reports, I think it may not be necessary to submit regular monthly reports because we do not get referrals from the Commissioner for Administrative Complaints every month. I will ask the Department to submit a report to the Administration Select Committee when referrals are received.
On the third point, I agree that the service qualities of staff of the Department should be enhanced. In respect of courtesy, I think there may be a need for us to organize activities in order to inspire staff towards better service attitude. The Administration Select Committee will follow up on this with the Department.
THE HON. LI WAH-MING (in Cantonese):—Mr. Chairman, I have two follow-up questions. Firstly, I do not know if Mr. SUEN has in hand details of the six comparatively complex cases that are under or may lead to formal investigations. What is the nature of the cases?
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