Civil Service Customer Service Award Scheme 2003-04 "Outstanding Customer Service Award"

Introduction

Since 1999, Civil Service Bureau (CSB) has been organising an annual Customer Service Award Scheme to give recognition to departments and teams which provide outstanding customer service. The objectives of the Scheme are-

• to promote a quality service and customer-focused culture in the civil service;
• to recognise the achievement of departments and their staff who are committed in pursuit of excellent customer service;
• to motivate departments and their staff for continuous improvements in the delivery of public service.

Outstanding Customer Service Award 2003-04

To sustain the momentum of promoting quality customer service in the civil service, CSB continued to launch the Award Scheme in 2003-04.  Under the Award Scheme, an Outstanding Customer Service Award was presented to departments for driving customer service improvement.    The award was also be given out to teams of officers in recognition of their efforts in providing outstanding customer service in the areas of hotline, counter, front-line, e-service and internal support services.  Winners were selected on the basis of customer satisfaction, customer service culture and cost effectiveness. We have received 89 entries from 29 departments.

Adjudication of Entries

The adjudication of Outstanding Customer Service Award included assessment of written submissions, visits to the entry departments and teams and assessment of presentations made by shortlisted departments and teams.  Members of the adjudicating panels included Legislative Councillors, District Councillors and representatives of the Hong Kong Institute of Human Resource Management, Hong Kong Management Association, Hong Kong Association of Customer Service Excellence, staff sides of the Central Consultative Councils and the Civil Service Bureau.

There was a Best Public Image Award for members of the public to vote for the department which they considered best in providing customer service.  By way of a telephone survey, more than 2 000 households were invited to vote and offer comments on further improvement measures. The three departments obtaining the highest number of votes will be presented with the award. 

Prize Presentation

The adjudication of entries was completed and the results were announced in the "Prize Presentation Night" , a television programme broadcast on Sunday 30 May 2004 (TVB Jade).  The results were as follows:-

Department Award 

Champion : Hongkong Post
First Runner-up : Immigration Department
Second Runner-up : Inland Revenue Department
Merit Award : Fire Services Department
Merit Award : Water Supplies Department

Mr Wong (second from left) officiated at the Lighting Ceremony. Other officiating guests were adjudicating panel members (from left) Mr Tam Yiu Chung, Mrs Selina Chow, and Ms Ting Yuk Chee.

Best Public Image Award 
Gold Award : Fire Services Department
Silver Award : Hong Kong Police Force
Bronze Award : Hong Kong Observatory

Team Award
Counter Service
Champion: Inland Revenue Department - Central Enquiry Counter
First Runner-up : Hongkong Post - Tsim Sha Tsui Post Office
Second Runner-up : Immigration Department - Airport Control Point
Merit Award : Correctional Services Department -Hong Kong Correctional Services Museum
Merit Award : Social Welfare Department - Tuen Mun Family Support and Resource Centre

E-Service 
Champion : Hongkong Post - Internet Services Team
First Runner-up : Hong Kong Police Force - E-Police Division
Second Runner-up : Customs & Excise Department -Implementation Team for Electronic Data Interchange System for Dutiable Commodities Permits
Merit Award : Census and Statistics Department - Electronic Statistical Services Delivery Branch
Merit Award : Immigration Department - Pass and Permit Sub-section

Front-line Service 
Champion : Trade and Industry Department - Support and Consultation Centre for SMEs
First Runner-up : Department of Health - Shatin and Sai Kung District Visiting Health Team
Second Runner-up : Leisure and Cultural Services Department - Hong Kong Central Library
Merit Award : Buildings Department - Unit E2 of Section E under Existing Buildings Division 2
Merit Award : Hongkong Post - Ma On Shan Delivery Office

Hotline Service 
Champion : Hong Kong Police Force - Police 999 Centre
First Runner-up : Water Supplies Department - Customer Telephone Enquiry Centre
Second Runner-up : Department of Health - AIDS Hotline

Internal Support Service 
Champion : Customs and Excise Department -Airport Administration Division, Airport Command
First Runner-up Hong Kong Observatory - Aviation Weather Service
Second Runner-up : Home Affairs Department - Translation Section
Merit Award : Hongkong Post - Financial Advisory and Management Team
Merit Award : Social Welfare Department - Central Foster Care Unit

* More information is available at Scheme Details.

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

Useful Reference

- Paper for Legislative Council :
   5.2004 - Civil Service Customer Service Award Scheme 2003-04 (PDF format)