XN000022-1992-11-06 — Page 10

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FRIDAY, NOVEMBER 6, 1992

TRADE DEPARTMENT MAKES PERFORMANCE PLEDGES TO THE PUBLIC

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CUSTOMERS OF THE TRADE DEPARTMENT ARE GIVEN A PERFORMANCE PLEDGE TODAY (FRIDAY) ON WHAT SERVICES ARE AVAILABLE FROM THE DEPARTMENT, WHAT PERFORMANCE STANDARDS HAVE BEEN ᏚᎬᎢ . WHETHER SUCH STANDARD HAVE BEEN ACHIEVED AND WHAT TO DO WHEN THEY ARE NOT.

SPEAKING AT THE ANNUAL DEPARTMENTAL STAFF DINNER, THE DIRECTOR- GENERAL OF TRADE, MR DONALD TSANG, SAID HIS DEPARTMENT WAS EXCITED IN TAKING ON THE GOVERNOR'S CALL FOR "OPENNESS, ACCOUNTABILITY AND GOOD STANDARDS OF SERVICE".

THE TRADE DEPARTMENT IS ONE OF THE FEW GOVERNMENT DEPARTMENTS WHICH ARE SELECTED BY THE GOVERNOR ΤΟ COME UNDER PHASE I I OF THE "SERVING THE COMMUNITY" SCHEME.

"THE GOVERNOR ATTACHES GREAT IMPORTANCE TO THIS EXERCISE. WE ARE PROUD TO BE IN IT AT THE OUTSET. IT SIGNIFIES TRADE DEPARTMENT'S CONTINUOUS COMMITMENT TO IMPROVING ITS SERVICE TO THE PUBLIC.

"MY COLLEAGUES AND I ARE ALWAYS CONSCIOUS OF THE EVER-INCREASING DEMAND FOR BETTER SERVICE FROM THE PUBLIC, AND THE NEED TO UPGRADE OUR PERFORMANCE TO MEET SUCH DEMAND," MR TSANG SAID.

THE DEPARTMENT WILL PUBLISH, BY MEANS OF TRADE CIRCULARS, PUBLICITY PAMPHLETS AND POSTERS, ITS PERFORMANCE PLEDGES то PUBLIC.

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"I AM CONFIDENT THAT OUR COLLEAGUES WILL MEET THE GOVERNOR'S CHALLENGE," HE SAID.

FROM TOMORROW (SATURDAY), THE TRADE DEPARTMENT WILL POST PERFORMANCE STANDARDS AND TARGETS AT EACH OF ITS POINTS OF SERVICE. A PAMPHLET EXPLAINING THE NEW STANDARDS WILL BE AVAILABLE FREE OF CHARGE AT THE ENQUIRY COUNTER.

FOR SERVICES PROVIDED IMMEDIATELY AT THE TIME OF APPLICATION, THE TARGET WAITING TIME, WHICH INCLUDES QUEUING AND PROCESSING TIME, IS 30 MINUTES.

FOR OTHER SERVICES, THE TARGETS ARE EXPRESSED AS TURNROUND TIME IN CLEAR WORKING DAYS.

SHOULD CUSTOMERS HAVE TO WAIT FOR LONGER THAN THE TARGET ITEMS, THEY HAVE A RIGHT TO A FULL AND PROMPT EXPLANATION,

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'IF A CUSTOMER WANTS SUCH AN EXPLANATION OR FEELS THAT AN APPLICATION HAS NOT BEEN DEALT WITH ADEQUATELY, HE OR SHE IS AUTHORISED TO NOTIFY THE CUSTOMER SERVICE MANAGER IN THE LICENSING BRANCH CONCERNED.

"ALTERNATIVELY, A COMPLAINT MAY BE LODGED TO THE

CUSTOMER SERVICE MANAGER, MR TSANG EXPLAINED.

DEPARTMENTAL

HE ASSURED CUSTOMERS THAT ALL STRAIGHT-FORWARD ORAL COMPLAINTS WOULD BE HANDLED IMMEDIATELY, WHILE THE DEPARTMENT WOULD GIVE A REPLY IN RESPONSE TO ANY WRITTEN COMPLAINT WITHIN 10 DAYS.

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