2
Turning to the second element - customer feedback, Mrs Chan said as the community had thrived and government services had become more complex, the Government had needed to respond more to individual needs.
However, she added that the concept of the customer did not always accurately describe the Government's relationship with the public, particularly in the regulatory or security areas, where its services had a major impact on people's lives, the community often also had a role to play, and individual citizens had their own obligations to meet, as well as their rights as customers.
"We will be looking at how best to cultivate these relationships, extending, performance pledges through the concept of charters, which the Governor announced in his policy address," Mrs Chan said.
On staff commitment, she said the process started at the recruitment stage and it had to be made sure that recruitment criteria reflected the culture of service, that the Government looked for staff who would take pleasure in service.
"Another step is to encourage our managers to find more effective ways of increasing motivation and commitment by involving our staff more regularly and more effectively in the management process," she added.
Referring to departmental plans, Mrs Chan said: "The basis of these plans and reviews is performance measurement - because, as we know, what we measure tends to get done: if not, plans can be put in hand to get back on track."
She noted that the Civil Service had always faced challenges with determination.
"Our current circumstances are particularly challenging and require considerable energy and commitment. We must ensure a smooth transition in 1997. At the same time, our community and its needs are growing and changing at such a pace that remaining static is simply not an option," she said.
"We aim to grow and to change with Hong Kong through a programme of continuos improvement. This is our pledge."
End/Thursday, October 26, 1995
и
No comments yet.
Private notes are available after approval.