Page
1654
258
HONG KONG PROVISIONAL URBAN COUNCIL
were not satisfied with the performance of USD officials and as Mr. KAM Nai-wai just mentioned, 15.3% were satisfied while 47.3% gave no comments.
The breakdown of the areas in which dissatisfaction was expressed was: 11.7% considered the service poor, 39% (the highest percentage) considered efficiency low and 38% considered transparency low. I looked up the USD's performance pledge released in January 1997 and I quote, 'The Director of Urban Services reviewed the effectiveness of the entire department according to the performance pledge announced in April 1995 and found that the stipulated service standards and objectives were all met.' In comparing this to our survey findings, I could but doubt whether the overall service standards laid down are so low that they could easily be met.
Let me quote one of the examples of the service standards laid down, 'For counter bookings of all venues and programmes, the waiting time will be less than 30 minutes, although this may be longer during peak periods.' I am very surprised that this should be made a service standard. If it took more than 30 minutes to book a venue for a game, I am sure there would be a lot of complaints, not to mention the rider of 'although this may be longer during peak periods'. This rider is a guarantee against all situations, meaning that in such circumstances, it will be pointless to assess the service standard. It will also be difficult to assess it.
Since the survey indicated that most of the respondents considered that there was a need to improve the performance of the Department, I hope the Department will re-devise some of the service standards and lay down clear indicators for assessment, so that in future it can be accurately assessed whether the Department is providing effective service to the public.
Secondly, I wish to point out here the question concerning the UC Secretariat. I re-read the Annual Report and on Page 122, the organization structure of the Department is given. There are four divisions under the Director of Urban Services and the fifth one consists of the UC Secretariat and our Legal Unit, which means that all staff of the Council is under the Director of Urban Services. Under such circumstances, I think it is the right time to re-consider the issue concerning the independence of the UC Secretariat, which I brought up in 1995, because we find that in the past half year, the Director of Urban Services effectively interfered with the work of the UC Secretariat. It has also come to our attention suddenly that the Principal Legal Officer is a representative of the Department representing its views. Under such circumstances, a lot of clashes have arisen, such as clashes of roles.
Hence, I hope that at the same time when the Council's services are being improved, the future Secretariat will be more independent, so that we will be provided with appropriate services and legal advice. Thank you, Mr. Chairman.
Page
1654
258