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between our front line staff and the public has not been perfect and that certain problems do exist.
We have often talked about enhancing the quality of municipal services. Before we talk about this, we should first of all find out what our service targets need. A customer based service spirit is a service culture which takes a long time of persistence to establish. We must improve our channels for collecting opinions and see that our service culture is deeply rooted in this Council and every stratum of the Urban Services Department. Only then can we hope to improve our service quality.
I therefore support the motion moved by Ms. Carlye Tsui. Thank you, Mr. Chairman.
Mr. Christopher Chung SHU-KUN (in Cantonese):—I support Ms. Carlye Tsui's motion.
This Council conducted many different surveys in the past 2 or 3 years in addition to opinion polls carried out after occurrence of sudden incidents. Regrettably, many of these surveys seemed to have been carried out to satisfy fellow Councillors and the public. Famous consultant firms were hired to conduct the polls, but the polls were very superficial. For example, we recently conducted a survey on the work of the General Duties Team (GDT) and environmental hygiene, but the content was again very superficial. Questions asked were just whether people thought that the work of GDT had improved etc. I wonder if the findings were accurate. Given limitations in resources, probably only 10 to 30 questionnaires were distributed at each market or district. Could that formulate a scientific base. The call centres and data warehousing applications mentioned by Ms. Tsui just now can store a large amount of data for analysing.
Surveys conducted so far were on piecemeal basis and only in response to individual matters. There was never any sort of coordination. I feel we should know more details of survey fees and aims so as to improve the direction of surveys and polls.
Mr. Chairman, I hope that if the motion is carried, the Urban Services Department can implement in-depth surveys instead of superficial ones. We need a data base in order to formulate our future policies. Thank you, Mr. Chairman.
Mr. Daniel To Boon-man (in Cantonese):—Mr. Chairman, Ms. Carlye Tsui has today proposed an advanced and far sighted motion. We believe that, we must intensify our surveys and adopt a customer value based corporate culture.
If we look back at surveys carried out by this Council in the past, we can see that they lacked interaction, flexibility, on the spot relativity and innovation.
Page 27 of 606
Page 27 of 606
PROVISIONAL URBAN COUNCIL
27
between our front line staff and the public has not been perfect and that certain problems do exist.
We have often talked about enhancing the quality of municipal services. Before we talk about this, we should first of all find out what our service largets need. A customer based service spirit is a service culture which takes a long time of persistence to establish. We must improve our channels for collecting opinions and see that our service culture is deeply rooted in this Council and every stratum of the Urban Services Department. Only then can we hope to improve our service quality.
I therefore support the motion moved by Ms. Carlye Tsui. Thank you, Mr. Chairman.
Mr. Christopher Chung SHU-KUN (in Cantonese):-I support Ms. Carlye Tsur's motion.
This Council conducted many different surveys in the past 2 or 3 years in addition to opinion polls carried out after occurrence of sudden incidents. Regrettably, many of these surveys seemed to have been carried out to satisfy fellow Councillors and the public. Famous consultant firms were hired to conduct the polls, but the polls were very superficial. For example, we recently conducted a survey on the work of the General Duties Team (GDT) and environmental hygiene, but the content was again very superficial. Questions asked were just whether people thought that the work of GDT had improved etc. I wonder if the findings were accurate. Given limitations in resources, probably only 10 to 30 questionnaires were distributed at each market or district. Could that formulate a scientific base. The call centres and data warehousing applications mentioned by Ms. TSUI just now can store a large amount of data for analysing.
Surveys conducted so far were on piecemeal basis and only in response to individual matters. There was never any sort of coordination. I feel we should know more details of survey fees and aims so as to improve the direction of surveys and polls.
Mr. Chairman, I hope that if the motion is carried, the Urban Services Department can implement in-depth surveys instead of superficial ones. We need a data base in order to formulate our future policies. Thank you. Mr. Chairman.
Mr. Daniel To Boon-man (in Cantonese):—Mr. Chairman, Ms. Carlye Tsui has today proposed an advanced and far sighted motion. We believe that, we must intensify our surveys and adopt a customer value based corporate culture.
If we look back at surveys carried out by this Council in the past, we can see that they lacked interaction, flexibility, on the spot relativity and innovation.
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