Civil Service Outstanding Service Award Scheme 2007

Introduction

It is the Administration's on-going commitment to promote a citizen-centric service culture and encourage the pursuit of excellence in the delivery of public service.  In this connection, the Civil Service Bureau (CSB) has launched a service award scheme since 1999.  The objectives are to:

• promote a culture of quality service and citizen-centric approach in the civil service;
• recognise the efforts and achievements of departments in the pursuit of service excellence; and
• motivate departments and their staff to pursue continuous improvement in the delivery of public service.

The Awards

There were altogether eight award categories in the 2007 scheme.  The three departmental awards were: Service Enhancement Award, Best Public Image Award, and Partnership Award.  The five team awards were: Application of Technology, Innovation, Specialised Service, Internal Service and General Public Service.

Adjudication

The Award Scheme attracted 129 entries from 49 departments.  The adjudication process involved wide participation.  The adjudication of the Service Enhancement Award and Team Awards consisted of 2 stages.  In Stage I, our co-organiser, the Hong Kong Management Association (HKMA) invited experts and practitioners from relevant fields to conduct the assessment.  The final adjudication was conducted by Legislative Councillors, District Councillors, representatives from professional organisations, staff sides of Central Consultative Councils and CSB.  The adjudication of the Best Public Image Award and the Partnership Award was conducted through survey involving  members of the public (through random sampling), Legislative Councillors and District Councillors respectively.  

Prize Presentation

The results of the Award Scheme were announced in the Prize Presentation Ceremony held on 13 September 2007 at the Hong Kong Convention & Exhibition Centre.  The Chief Executive, Mr Donald Tsang, officiated at the Ceremony and celebrated the outstanding achievements of the winning departments and teams with over 600 guests and civil servants.

The Chief Executive, Mr Donald Tsang, and the Secretary for the Civil Service, Miss Denise Yue, officiated at the Prize Presentation Ceremony.  Other officiating guests (from left) were Adjudicating Panel Chairman, Hon Tam Yiu Chung, Chairman of the Hong Kong Management Association (co-organiser of the Award Scheme), Dr David Li, Deputy Chairman of the Hong Kong Management Association, Hon Henry Fan, Chairman of the Chinese General Chamber of Commerce (Sponsor of the Award Scheme), Dr Ian Fok.

Video series of 21 cases of exemplary service

To enhance public understanding of the government services, the CSB produced a video series featuring 21 cases of exemplary service.  The video can be accessed through
http://www.youth.gov.hk/en/feature/careerpassion/exemplary/01afcd.htm.

The cases involve staff from 16 departments, covering a wide range of services including food safety, slope maintenance, conservation, welfare, health and security.

Prize List

Departmental Award

The Partnership Award aimed to recognise collaborative efforts and achievements of departments, and motivate departments to work together efficiently and effectively for service enhancement.

Champion
Project name : Inferno Country Park Rescue Operation
Project Description : A four-department joint operation, involving more than 700 members, successfully put out the 51-hour hill fire at Tai Lam Country Park.
Department name : Hong Kong Fire Services Department*, Agriculture, Fisheries and Conservation Department, Civil Aid Service, Government Flying Service

First Runner-up
Project name : Integrated Call Centre
Project Description : The Integrated Call Centre provides the public with quick access to enquire about government services through telephone.
Department name : Efficiency Unit*, Agriculture, Fisheries and Conservation Department, Architectural Services Department, Buildings Department, Civil Engineering and Development Department, Companies Registry, Electrical and Mechanical Services Department, Food and Environmental Hygiene Department, Highways Department, Hongkong Post, Labour Department, Leisure and Cultural Services Department, Marine Department, Office of the Government Chief Information Officer, Rating and Valuation Department, Student Financial Assistance Agency, Transport Department

Second Runner-up
Project name : Science in the Public Service
Project Description : A joint campaign by 30 government departments to let people know more about their scientific achievements and the application of science and technology in providing services.
Department name : Hong Kong Observatory*, Agriculture, Fisheries and Conservation Department, Auxiliary Medical Service, Architectural Services Department, Buildings Department, Civil Aviation Department, Civil Aid Service, Civil Engineering and Development Department, Companies Registry, Census and Statistics Department, Department of Health, Drainage Services Department, Electrical and Mechanical Services Department, Environmental Protection Department, Food and Environmental Hygiene Department, Hong Kong Fire Services Department, Government Laboratory, Home Affairs Department, Hong Kong Police Force, Hongkong Post, Highways Department, Immigration Department, Information Services Department, Innovation and Technology Commission, Lands Department, Leisure and Cultural Services Department, Office of Telecommunications Authority, Planning Department, Radio Television Hong Kong, Water Supplies Department

* co-ordinating department for the award

	Representatives of the Champion, received the prize from Mr Donald Tsang.

The Champion's commendable features : Over 700 members in the rescue operation overcame manpower and resource constraints and accomplished the mission in a professional, dedicated and collaborative manner.

The Service Enhancement Award aimed to recognise departments' achievements and continuous efforts in service enhancement.

Representatives of Hong Kong Fire Services Department, the Champion, received the prize from Miss Denise Yue.

The Champion's commendable features : Hong Kong Fire Services Department was a role model of outstanding service.  They made constant improvement despite limited resources, for example, training of fire investigation dogs and setting up of the 3rd Generation Mobilising System.  Promotional and educational efforts were also undertaken to boost the department's image and public relations.

The Best Public Image Award aimed to recognise departments for their quality services that have made a very good impression on the public.

Representatives of Hong Kong Fire Services Department, the Gold Award, received the prize from Miss Denise Yue.

Gold Award :  Hong Kong Fire Services Department
Silver Award :  Hong Kong Police Force
Bronze Award:  Hongkong Post

The Champion's commendable features : Hong Kong Fire Services Department displayed strong professionalism and strove for continuous improvement.  Their staff responded rapidly and effectively in rescue operations and their achievements made a lasting impression on the public.

Team Award

The Application of Technology Award aimed to recognise the efforts and achievements of teams in service enhancement through application of technology.

Champion   : Immigration Department - Information Systems Branch (Control Point System)
First Runner-up : Hong Kong Fire Services Department - Mobilising New Age
Second Runner-up : Civil Engineering and Development Department - Survey Division
Cost Effectiveness Award : Electrical and Mechanical Services Department - Green Energy
Merit Award : Drainage Services Department - MoFIS Project Management Team
Merit Award : Hong Kong Police Force - Tuen Mun Police Community Relations Office
Merit Award : Electrical and Mechanical Services Department - Green Energy

	Representative of Immigration Department, the Champion, received the prize from Hon Tam Yiu Chung.

The Champion's commendable features : The Control Point System of the Immigration Department was a good example of well-developed technology application, integrating many powerful systems.  There was considerable improvement in service efficiency and cost saving.  It also enabled the department to cope with increasing pressure of passenger clearance at control points.

The Innovation Award aimed to recognise the efforts and achievements of teams in service enhancement through application of innovative ideas.

Champion : Drainage Services Department - Yuen Long Bypass Floodway Project Team
First Runner-up : Electrical and Mechanical Services Department - Electricity Legislation Division
Second Runner-up : Immigration Department - Births, Death and Marriage Registration Sub-division (Civil Celebrants of Marriages Scheme)
Cost Effectiveness Award : Drainage Services Department - Yuen Long Bypass Floodway Project Team
Merit Award : Census and Statistics Department - Electronic Statistical Services Delivery Section
Merit Award : Drainage Services Department - Reuse of Treated Sewage Effluent at Ngong Ping
Merit Award : Hong Kong Police Force - Police Community Relations Office and Anti-Triad Squad
Merit Award : Immigration Department - Information Systems Branch (Automated Clearance System)

	Representative of Drainage Services Department, the Champion, received the prize from Vice Chairman of the Chinese General Chamber of Commerce, Mr Henry Wu.

The Champion's commendable features : The Yuen Long Bypass Floodway Project Team adopted innovative approaches to overcome existing limitations and protect the environment.  The project not only helped to alleviate the threat of flooding, but also created an ecological wetland for public pleasure.

The Specialised Service Award aimed to recognise the efforts and achievements of teams in providing service for special groups of customers.

Champion : Hong Kong Observatory - LIDAR Windshear Alerting Services
First Runner-up : Civil Engineering and Development Department - Public Works Central Laboratory
Second Runner-up : Customs and Excise Department - Computer Forensic Laboratory
Service Imporvement Award : Marine Department - Hong Kong Shipping Registry
Merit Award : Agriculture, Fisheries and Conservation Department - Aquaculture Fisheries Division
Merit Award : Hong Kong Fire Services Department - Flying Colours
Merit Award : Hong Kong Police Force - Juvenile Protection Section (Kowloon East)
Merit Award : Leisure and Cultural Services Department - Antiquities and Monuments Office
Merit Award : Leisure and Cultural Services Department - Hong Kong Zoological and Botanical Gardens Zoological Unit

	Representative of Hong Kong Observatory, the Champion, received the prize from Chairman of the Chinese General Chamber of Commerce, Dr Ian Fok.

The Champion's commendable features : Hong Kong Observatory conducted research on wind shear detection and developed the world's first Light Detection and Ranging (LIDAR) wind shear alerting system for aviation safety.  As such, the Hong Kong International Airport at Chek Lap Kok became renowned for pioneering the introduction of such technology to the aviation industry.

The Internal Service Award aimed to recognise the efforts and achievements of teams in providing service to other government officers both within or outside the department which lead ultimately to better services to the public.

Champion : Hong Kong Police Force - Yuen Long District Crime Headquarters
First Runner-up : Electrical and Mechanical Services Department - Vehicle Pal
Second Runner-up : Housing Department - Training and Development Centre
Service Imporvement Award : Hong Kong Fire Services Department - Ambulance Command Quality Assurance Team
Merit Award : Civil Engineering and Development Department - Slope Information System
Merit Award : Correctional Services Department - Quartering Section, Headquarters
Merit Award : Hong Kong Fire Services Department - Triple Excellence Team
Merit Award : Immigration Department - Immigration Service Institute of Training and Development
Merit Award : Social Welfare Department - Work Improvement Team of Medical Social Services Unit of Queen Mary Hospital

	Representative of Hong Kong Police Force, the Champion, received the prize from Hon Tam Yiu Chung.

The Champion's commendable features : The Yuen Long District Crime Headquarters accorded high priority to staff training.  Based on the knowledge learned during an overseas course, the team initiated an interactive and well-structured training programme on collecting DNA samples at crime scenes for uniformed officers and staff of the Crime Wing.  The work procedures were also modified to ensure training effectiveness.

The General Public Service Award aimed to recognise the efforts and achievements of teams in providing service to the general public (by means other from those stated above).

Champion : Leisure and Cultural Services Department - Bun Scrambling Competition Preparatory Working Team
First Runner-up : Leisure and Cultural Services Department - URBTIX Support Team
Second Runner-up : Housing Department - HA E-payment Card Team
Service Imporvement Award : Leisure and Cultural Services Department - Bun Scrambling Competition Preparatory Working Team
Merit Award : Hong Kong Fire Services Department - Post-Fire Service Team
Merit Award : Hongkong Post - Yuen Long Delivery Office
Merit Award : Hong Kong Police Force - Regional Crime Prevention Office (Kowloon East)
Merit Award : Immigration Department - Registration of Persons (Kowloon Office)
Merit Award : Immigration Department - Special Project Unit of Lok Ma Chau Control Point

	Representative of Leisure and Cultural Services Department, the Champion, received the prize from Deputy Chairman of the Hong Kong Management Association, Hon Henry Fan.

The Champion's commendable features : Despite time and resource limitations, the Bun Scrambling Competition Preparatory Working Team revived the bun-scrambling event suspended for 30 years.  Through extensive consultation and careful technical planning, they successfully re-staged the traditional activity to promote Hong Kong's tourism.

* More information is available at Scheme Details.

TV Programmes

Two TV programmes "Public Service Excellence - Winners' Showcase" were produced and broadcast on TVB Jade in September 2007.

Co-organiser and Sponsor

The Civil Service Outstanding Service Award Scheme 2007 was co-organised by the Hong Kong Management Association and sponsored by the Chinese General Chamber of Commerce.

2005, 2003-04, 2002-03, 2001-02, 2000-01 & 1999-2000 Award Schemes