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With the assistance of a consultant and a research agency, the department has reviewed its customer service and conducted a survey on the textile traders, which account for approximately 70 per cent of the department's activities, with a view to identifying and meeting the customer needs.
The survey was completed at the end of 1995 and the department is examining the recommendations for appropriate follow-up action.
The spokesman said in order to meet the needs of the customers, it was important to listen to their views and enhance the understanding of each other. In this regard, the Customer Liaison Group (CLG) under a non-official chairman serves as a valuable bridge between the department and its customers.
Last year, CLG met four times and published four CLG newsletters through which more than 10,000 traders registered with the department were informed of CLG activities and the department's response to CLG's suggestions.
In addition to these, the department has organised staff training and staff motivation activities for front-line staff during the year to sustain their enthusiasm in providing better customer service. These included training courses in enquiry answering skills, experience sharing sessions, staff orientation programmes, quiz competition, "Booklet on 1996 Performance Pledge" cover design competition, election of staff for the "Best Staff Award" by traders.
"The department is also gearing up its facilities to meet the high service standards," the spokesman said.
"Following the installation of a multi-media touch screen enquiry system in 1994, the department's telephone system was upgraded in May last year to enable customers to get through the lines more easily. In addition, a voice interactive telephone enquiry system will be introduced later this month to further improve the department's telephone enquiry service.
"The department strives to achieve professional excellence and quality service. We welcome feedback and suggestions to help us serve our customers better and make our better best," the spokesman added.
The department's other performance standards and targets in 1996 are as follows -