XN000022-1994-03-18 — Page 3

FRIDAY, MARCH 18, 1994

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GOVERNOR HOSTS RECEPTION FOR CUSTOMER LIAISON GROUPS

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CUSTOMER LIAISON GROUPS WILL PROVE A STEADY AND RELIABLE SOURCE OF IDEAS FOR PRACTICABLE IMPROVEMENTS IN THE WAY THE GOVERNMENT SERVES THE PUBLIC, THE GOVERNOR, THE RT HON CHRISTOPHER PATTEN, SAID TODAY (FRIDAY).

SPEAKING AT A RECEPTION HE HOSTED FOR CUSTOMER LIAISON GROUPS AT GOVERNMENT HOUSE, THE GOVERNOR SAID: "CUSTOMER INPUT IS ONE KEY TO GOOD PUBLIC SERVICE.

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"ALTHOUGH THE CONCEPT IS STILL VERY NEW IN THE GOVERNMENT, KNOW THAT THESE GROUPS HAVE ALREADY HELPED STRENGTHEN COMMUNICATION AND UNDERSTANDING BETWEEN DEPARTMENTS AND THEIR CUSTOMERS.

ABOUT 80 MEMBERS FROM 13 GROUPS ATTENDED. THEY CAME FROM DIFFERENT WALKS OF LIFE INCLUDING PROFESSIONALS, PATIENTS, HOUSEWIVES, STUDENTS, TRADERS AND RESIDENTS.

THE GOVERNOR SAID HE WAS VERY PLEASED TO MEET MEMBERS OF THE GROUPS. HE THANKED THEM FOR THEIR CONTRIBUTIONS TO THE GOVERNMENT'S EFFORTS TO PROVIDE A GOOD SERVICE.

THE GROUPS ARE A NEW INITIATIVE INTRODUCED BY THE EFFICIENCY UNIT UNDER THE PERFORMANCE PLEDGE PROGRAMME.

THEY PROVIDE A FORUM FOR A DIRECT EXCHANGE OF VIEWS BETWEEN DEPARTMENTS AND CUSTOMERS ON THE SERVICES PROVIDED. MEMBERS ARE GENERALLY CHOSEN BY OPEN INVITATION OR RANDOM SELECTION FROM A DEPARTMENT'S CUSTOMER BASE.

ABOUT 12 DEPARTMENTS HAVE ESTABLISHED GROUPS.

THEY ARE WATER SUPPLIES, HOUSING (TWO GROUPS), HEALTH, TRANSPORT, INDEPENDENT COMMISSION AGAINST CORRUPTION, LABOUR, POST OFFICE, TREASURY, INDUSTRY, LAND REGISTRY, EDUCATION AND THE STUDENT FINANCIAL ASSISTANCE AGENCY.

A GOVERNMENT SPOKESMAN SAID THE GROUPS HAD BEEN BRIEFED ON WORK AND PERFORMANCE PLEDGES OF THEIR DEPARTMENTS.

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THEY HAVE MADE USEFUL AND PRACTICAL SUGGESTIONS TO IMPROVE THE FRONT-LINE SERVICE OF THE DEPARTMENTS CONCERNED, THE SPOKESMAN SAID.

SOME OF THE SUGGESTIONS HAVE ALREADY BEEN IMPLEMENTED, FOR EXAMPLE, LARGER NOTICES, BETTER QUEUING ARRANGEMENTS AND SIMPLER PROCEDURES, HE SAID.

OTHER MORE COMPLICATED MATTERS WILL TAKE TIME TO BE CONSIDERED

THOROUGHLY.

THE RECEPTION WAS ALSO ATTENDED BY MRS PATTEN ; THE CHIEF SECRETARY, MRS ANSON CHAN; THE SECRETARY FOR THE CIVIL SERVICE, MR MICHAEL SZE; THE HEAD OF EACH DEPARTMENT WITH A CUSTOMER LIAISON GROUP AND THE HEAD OF THE EFFICIENCY UNIT, MR ROBERT FOOTMAN.

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