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In addition, some 27 departments operate automated telephone enquiry systems, offering 24-hour service which are sometimes classified as hotlines.

(b) The Director of Legal Aid and the Director of Immigration are responsible for the quality of service, including telephone services, provided by their departments.

In May this year, the Immigration Department conducted a review of their automated telephone enquiry system. As a result, the Department is exploring means

to

(i) promote the use of enquiry services outside office hours, on television and through guidance leaflets and posters;

(ii) increase the number of telephone enquiry lines; and

(iii) increase the number of staff allocated to manning telephone services.

In July 1994, the Legal Aid Department introduced an automated telephone enquiry system supported by 8 telephone lines and a facsimile line. Following a recent review of the service, the Department will shortly change the structure of the recorded answers, so that the most popular questions can be dealt with more efficiently.

Following the data gathering exercise, the Efficiency Unit is considering what guidelines might be issued to departments on telephone services, and on performance measures which should be considered.

End/Wednesday, November 22, 1995

Textile and clothing industries

Following is a question by the Hon Leung Yiu-chung and a written reply by the Secretary for Education and Manpower, Mr Joseph W P Wong, in the Legislative Council today (Wednesday):

Question:

Will the Government inform this Council:

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