XN000022-1983-09-18 — Page 2

SUNDAY, SEPTEMBER 18, 1983

CUSTOMERS HAPPY WITH GOVERNMENT SERVICES

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MEMBERS OF THE PUBLIC ARE GENERALLY SATISFIED WITH THE SERVICES PROVIDED BY GOVERNMENT DEPARTMENTS, ACCORDING TO CUSTOMER OPINION SURVEYS CONDUCTED AT A NUMBER OF GOVERNMENT OFFICES.

OF THE 112 CUSTOMERS INTERVIEWED. AT THE MONG KOK POST OFFICE, 85.7 PER CENT FOUND THE SERVICES SATISFACTORY.

IN THE CASE OF THE OUTPATIENTS DEPARTMENT OF TANG SHIU KIN HOSPITAL, 92.5 PER CENT OF THE 120 INTERVIEWED WERE SATISFIED WITH THE SERVICES PROVIDED.

AND AT THE IMMIGRATION OFFICE IN SHAM SHUI PO, MANAGEMENT AND STAFF AT THE OFFICE WERE HAPPY TO FIND OUT THAT 90 PER CENT OF THE 250 CUSTOMERS INTERVIEWED FOUND THEIR SERVICES SATISFACTORY.

+ALTHOUGH THE RESULTS ARE MOST ENCOURAGING, THE CIVIL SERVICE HAS AND WILL ALWAYS STRIVE TO IMPROVE THE EFFICIENCY, PRODUCTIVITY AND QUALITY OF THE SERVICE PROVIDED TO THE PUBLIC, A GOVERNMENT SPOKESMAN SAID.

+CUSTOMERS AND STAFF WERE ASKED HOW SERVICES COULD BE IMPROVED FURTHER, AND A NUMBER OF CONSTRUCTIVE SUGGESTIONS WERE MADE. THOSE WHICH WERE STRAIGHTFORWARD WERE, INTRODUCED IMMEDIATELY. OTHER IDEAS WHICH WERE FOUND TO BE PRACTICABLE BUT WHICH INVOLVED MORE FUNDAMENTAL CHANGES SUCH AS STRUCTURAL ALTERATIONS TO BUILDING, ARE IN THE PIPELINE, HE SAID.

IT IS EXPECTED THAT THE DEPARTMENTS WILL CONDUCT FURTHER SURVEYS PERIODICALLY TO GAUGE PUBLIC REACTION TO THE STANDARD OF SERVICE PROVIDED.

THE DECISION TO CONDUCT THE STUDIES WAS ANNOUNCED IN THE LEGISLATIVE COUNCIL IN APRIL THIS YEAR BY THE SECRETARY FOR THE CIVIL SERVICE, WHO SAID THE TIME HAD COME FOR THE CIVIL SERVICE TO LAY STRESS ON QUALITY AT THE POINT OF DELIVERY OF SERVICES TO THE PUBLIC.

BASED ON THE EXPERIENCE DRAWN FROM THE THREE STUDIES THE CIVIL SERVICE TRAINING CENTRE AND THE STAFF MANAGEMENT AND DISCIPLINE DIVISION OF THE CIVIL SERVICE BRANCH ORGANISED A WORKSHOP AT WHICH REPRESENTATIVES FROM 18 DEPARTMENTS WERE PRESENT.

+AS A RESULT 22 OTHER STUDIES WERE CARRIED OUT IN THE 18 DEPARTMENTS, EACH HEADED BY A PROJECT LEADER TO CONDUCT A STUDY AT AN OFFICE WHICH HAS A LOT OF DEALINGS WITH A LARGE NUMBER OF MEMBERS OF THE PUBLIC,+ THE SPOKESMAN SAID.

+MEMBERS OF THE TEAMS MET EARLY THIS MONTH IN A PLENARY FORUM TO PRESENT RESULTS OF THE PROJECT AND SHARE THE IR EXPERIENCE,✦ HE ADDED.

A FURTHER 17 DEPARTMENTS ARE TAKING PART IN THE EXERCISE THIS MONTH. BY THE END OF THE YEAR ALL DEPARTMENTS WILL HAVE STARTED CUSTOMER OPINION SURVEY EXERCISES.

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