MONDAY, MARCH 1, 1993
13
WATER SUPPLIES DEPARTMENT PLEDGES OPENNESS AND ACCOUNTABILITY * * * * *
THE WATER SUPPLIES DEPARTMENT TODAY (MONDAY) LAUNCHED PERFORMANCE PLEDGES SCHEME ΤΟ PROVIDE **A
RELIABLE
CUSTOMER-ORIENTED SERVICES IN A CLEAN AND GOOD ENVIRONMENT".
ANNOUNCING DETAILS OF THE SCHEME AT A PRESS CONFERENCE, DIRECTOR OF WATER SUPPLIES, MR HU MAN-SHIU, POINTED OUT THAT OBJECTIVE OF THE SCHEME WAS TO IMPROVE SERVICES TO CUSTOMERS "ENHANCING OPENNESS AND ACCOUNTABILITY AND BY DEVELOPING CLIENT-BASED CULTURE" IN HIS DEPARTMENT.
A
AND
THE
THE
BY
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WHAT
BEEN
"THE PUBLIC WILL KNOW, THROUGH OUR PERFORMANCE PLEDGES, ARE THE ESSENTIAL SERVICES THAT WE PROVIDE; WHAT STANDARDS HAVE SET; WHETHER THESE STANDARDS HAVE BEEN ACHIEVED; AND WHAT TO DO WHEN THEY ARE NOT.
"OUR STAFF WILL ALSO PLACE EMPHASIS ON PROVIDING SERVICES IN A COURTEOUS AND HELPFUL MANNER, HE ADDED.
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THE PERFORMANCE PLEDGES COVER MAINLY ESSENTIAL SERVICES IN RELATION TO WATER ACCOUNTS AND DAILY WATER SUPPLY MATTERS, AND ARE BASED ON CURRENT ACHIEVABLE TARGETS HAVING REGARD TO AVAILABLE RESOURCES, STAFF SUGGESTIONS AND OPERATIONAL EXPERIENCE, MR HU SAID.
IN THE WATER ACCOUNT CATEGORY, THE PLEDGES COVER TARGET TURNROUND TIMES FOR SUCH SERVICES AS APPLICATION FOR TAKING UP CONSUMERSHIP, REFUND OF WATER DEPOSIT, AND APPLICATION FOR METER TEST.
FOR COUNTER SERVICES, TARGETS ARE SET IN QUEUING TIME EXPECTED.
FOR DAILY WATER SUPPLY SERVICES, THE
PLEDGES SET THE TARGET ACHIEVEMENTS FOR ESSENTIAL MATTERS, SUCH AS WATER QUALITY, ACCURACY OF WATER METERS, AND RESPONSE TIME FOR FAULT COMPLAINTS, MR HU ADDED,
UNDER THE SCHEME, NEW ARRANGEMENTS HAVE ALREADY BEEN PUT INTO PRACTICE SINCE THE END OF LAST YEAR FOR HANDLING PUBLIC ENQUIRIES AND COMPLAINTS, MR HỤ SAID.
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*IN DEALING WITH THE PUBLIC, OUR STAFF ARE IDENTIFYING THEMSELVES BY NAMES. WE ARE ANSWERING CORRESPONDENCES FROM THE PUBLIC WITH AT LEAST AN INTERIM REPLY WITHIN 10 WORKING DAYS.
"AT THE SAME TIME, WE ARE REVIEWING FORMS AND OTHER DOCUMENTS DEALING WITH THE PUBLIC TO ENSURE THAT THEY ARE NECESSARY AND ARE AS SIMPLE AND USER-FRIENDLY AS POSSIBLE.
"
MR HU SAID UNDER THE SCHEME, COMPLAINT STREAMLINED.
CHANNELS HAD BEEN
MET, HE SAID, THE
IN THE EVENT OF CERTAIN TARGETS NOT BEING PUBLIC COULD ASK FOR AN EXPLANATION BY WRITING то THE DEPARTMENT'S EXECUTIVE OFFICER/ENQUIRIES FOR WATER ACCOUNT MATTERS OR ΤΟ THE CUSTOMER RELATIONS OFFICER FOR DAILY WATER SUPPLY MATTERS.
/THE ADDRESSES