XN000022-1995-11-29 — Page 59

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The second factor has not been changed since its introduction in 1993. We have been able to meet the performance pledge for 100% of departing passengers, but only 86.4% of the time for arriving passengers during the first eight months of 1995. In September and October, the performance for arriving passengers has improved to 88.9% and 91.7% respectively.

(c) Steps have been taken to improve the situation in recent months. These include:

(i) the addition of 44 staff to increase the number of counters that are

manned from 116 to 126;

(ii) adjusting the roster and meal breaks of counter staff over a longer period to maximise the number of counters that can be manned at any one time;

(iii) referrals of more difficult cases to off-counter, secondary checks in

order not to hold up the queue;

(iv) implementation of a new computer system in end-September to enable us to process machine readable passports by optical scanners. This results in a saving of 20 seconds for each such transaction. We will be taking the following steps to improve the situation in the coming year:

(i) 7 more posts created in mid November will be filled shortly

to man 1-2 additional counters.

(ii) The Civil Aviation Department is seeking funds to implement a serpentine queuing arrangement (single queue for multiple counters) at the departure level;

(iii) We have commissioned a consultancy study on the current operational system in order to identify scope for efficiency savings and improvement. The study began in October and will be completed before the end of the year. We will consider further improvement measures in the light of the findings of the study; and