XN000022-1992-12-15 — Page 3

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TUESDAY, DECEMBER 15, 1992

"WE

WISH TO ADD THAT OUR ABILITY TO MEET THE STANDARDS MAY BE AFFECTED BY UNEVEN ARRIVING PATTERN OF APPLICANTS, COMPARATIVE DEMANDS FOR OTHER SERVICES PROVIDED IN THE REGISTRY, ACTUAL STAFF STRENGTH AND COMPLEXITY OF APPLICATIONS, THE SPOKESMAN EXPLAINED.

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"WE SHALL ALSO SEEK TO USE ELECTRONIC DEVICE AT THE REGISTRIES TO SHOW THE QUOTA POSITION AND WAITING TIME, HE ADDED.

TELEPHONE ENQUIRY SERVICE

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THE INFORMATION OFFICE OFFERS TELEPHONE ENQUIRY SERVICE TO THE PUBLIC. THE ENQUIRY NUMBER 824 6111 CATERS FOR 40 INCOMING CALLS TO GET THROUGH AT THE SAME TIME.

THE CALLS ARE ANSWERED IN CHRONOLOGICAL ORDER BY A TEAM OF OFFICERS. DEPENDING ON THE NATURE OF ENQUIRY, THE OFFICERS MAY SWITCH A CALLER TO PRE-RECORDED MESSAGES WHICH PROVIDE INFORMATION THE CALLER REQUIRES.

"ABOUT 5,000 CALLS ARE RECEIVED DAILY. OWING TO THE HIGH LEVEL OF DEMAND, MANY CALLS CANNOT GET THROUGH AND THE "ABANDONED RATE" IS AS HIGH AS 60 PER CENT, THE SPOKESMAN SAID.

"THE DEPARTMENT IS CARRYING OUT A FEASIBILITY STUDY TO EXAMINE WAYS TO IMPROVE THE TELEPHONE ENQUIRY SERVICE, HE SAID.

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IN SPITE OF ITS RESOURCE CONSTRAINT, THE SPOKESMAN STRESSED THAT THE DEPARTMENT WAS COMMITTED TO PROVIDING EFFICIENT AND COURTEOUS SERVICE TO THE PUBLIC WHILE AT THE SAME TIME MAINTAINING EFFECTIVE IMMIGRATION CONTROL.

ON MONITORING, HE SAID: "WE WELCOME ANY COMMENTS OR SUGGESTIONS

ON OUR SERVICES.

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MEMBERS OF THE PUBLIC WHO ARE NOT SATISFIED WITH THE SERVICES MAY ASK TO SEE THE OFFICER-IN-CHARGE.

THEY MAY ALSO NOTIFY THE CUSTOMER SERVICES UNIT ON 829 4141 OR 829 4142 OR WRITE TO CHIEF IMMIGRATION OFFICER (MANAGEMENT AUDIT) AT 7 GLOUCESTER ROAD, WAN CHAI, HONG KONG,

STAFF OF THE DEPARTMENT DEALING WITH THE PUBLIC WILL IDENTIFY THEMSELVES BY NAME THROUGH A NAME BADGE OR A NAME PLATE.

THE DIRECTOR OF IMMIGRATION WILL MONITOR THE ACHIEVEMENT THESE STANDARDS AND PUBLISH THE RESULTS EVERY YEAR.

OF

THE DEPARTMENT IS CONSIDERING THE IDEA OF SETTING UP A USERS' COMMITTEE TO MONITOR THE PLEDGES. DETAILS WILL BE WORKED OUT EARLY NEXT YEAR.

LEAFLETS CONTAINING DETAILS OF THE PERFORMANCE PLEDGES ARE AVAILABLE AT IMMIGRATION DEPARTMENT INFORMATION OFFICE AND ALL BRANCH OFFICES FROM JANUARY 1.

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