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WEDNESDAY, OCTOBER 7, 1992
AND IN
HE SAID THE CIVIL SERVICE WAS TALENTED AND COMMITTED, THE LAST 30 YEARS HAD DONE A GREAT DEAL TO PROVIDE THE COMMUNITY WITH GOOD PUBLIC SERVICES. BUT GOOD COULD ALWAYS BE MADE BETTER.
"AND I NOW WANT TO ASK THE MEN AND WOMEN WHO HAVE RESPONDED WELL TO THE COMMUNITY'S NEEDS IN THE PAST то RESPOND TO COMMUNITY'S ASPIRATIONS FOR THE FUTURE.
SO
THE
"WE HAVE NOW TO GO ONE STEP FURTHER, AND SEEK TO ENGENDER IN OUR PUBLIC SERVICES A CULTURE THAT GORS BEYOND THE PROVISION OF THE BARE MINIMUM; A CULTURE THAT RECOGNISES THE PUBLIC AS THE PAYING CUSTOMER AND TREATS HIM OR HER ACCORDINGLY.
"WE HAVE TO SET OUT PRECISELY WHAT STANDARDS. OUR CUSTOMERS SHOULD EXPECT FROM THE PUBLIC SERVICES; HOW TO JUDGE WHETHER THOSE STANDARDS ARE BEING MET; AND WHAT TO DO WHEN THEY ARE NOT."
MR PATTEN SAID GOOD GOVERNMENT WAS ABOUT MUCH MORE THAN SIMPLY FINDING THE WHEREWITHAL TO UPGRADE OUR PROGRAMMES, TO IMPROVE OUR SOCIAL SERVICES OR ENHANCE OUR INFRASTRUCTURE.
COMMUNITY QUITE
AN INCREASINGLY PROSPEROUS AND SOPHISTICATED RIGHTLY DEMANDED GREATER OPENNESS AND ACCOUNTABILITY FROM THE PUBLIC SECTOR WHICH IT PAID FOR AND AN OFFICIAL ATTITUDE OF MIND WHICH REGARDED THE PUBLIC AS CLIENTS NOT SUPPLICANTS.
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AND
MR PATTEN SAID IT MADE SENSE TO BEGIN WITH THOSE AGENCIES DEPARTMENTS WHICH HAD THE MOST CONTACT WITH THE PUBLIC AND THE GREATEST IMPACT ON THEIR DAILY LIVES.
THE
GOVERNMENT WOULD PUBLISH THE FIRST PERFORMANCE PLEDGES THE END OF THIS YEAR, AND THEY WOULD SET OUT TARGETS FOR:
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*
*
BY
WAITING TIMES FOR TREATMENT AT HOSPITAL AUTHORITY SPECIALIST CLINICS;
WAITING TIMES FOR CONSULTATIONS AT DEPARTMENT OF HEALTH GENERAL CLINICS:
RESPONSES BY THE POLICE, FIRE AND AMBULANCE SERVICES то CALLS FOR EMERGENCY ASSISTANCE;
PROCESSING TIME AT IMMIGRATION DEPARTMENT CONTROL POINTS SUCH AS THE AIRPORT;
REPLIES TO TAXPAYERS' ENQUIRIES AT THE INLAND REVENUE; AND
PROCESSING APPLICATIONS FOR DRIVING AND VEHICLE LICENCES BY THE TRANSPORT DEPARTMENT.
NOTING THAT THERE WOULD ALWAYS BE THE MORE COMPLEX APPLICATION, THE UNUSUAL REQUEST, WHICH MEANT DELAYS IN THE SPEED OF SERVICE, THE GOVERNOR SAID IN THOSE CASES THE SERVICE IN QUESTION WOULD BE REQUIRED TO KEEP ITS CLIENTS INFORMED OF THE REASONS FOR DELAYS.
MR PATTEN SAID EVENTUALLY EVERY PART OF THE PUBLIC SECTOR WHICH PROVIDED ITS SERVICES DIRECTLY TO THE COMMUNITY WOULD COMMIT ITSELF PUBLICLY TO PERFORMANCE PLEDGES.
/BUT, IN