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Civil Service Outstanding Service Award Scheme 2009
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Introduction
It is the Administration's on-going commitment to promote a people-based service culture and encourage the pursuit of excellence in the delivery of public service. In this connection, the Civil Service Bureau has launched a service award scheme since 1999. The objectives are to:
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promote a culture of quality service and people-based approach in the civil service;
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recognise the efforts and achievements of departments in the pursuit of service excellence; and
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motivate departments and their staff to pursue continuous improvement in the delivery of public service.
The Awards
The Award Scheme serves to recognise outstanding accomplishment at both departmental and team levels. While the Service Enhancement Award (further divided into Large Department and Small Department categories), Best Performance Pledges Award and Best Public Image Award are designed for the departmental category, awards for Regulatory/Enforcement Service, Specialised Service, Internal Service, and General Public Service are set up for team nominations. There is also a Partnership Award that recognises notable achievements in service enhancement through inter-departmental collaboration.
Adjudication
The Award Scheme received very enthusiastic response and attracted 141 entries from 51 departments. A total of 50 nominations from 25 participating departments were given awards under the eight award categories. Adjudication for Service Enhancement Award, Best Performance Pledges Award, Partnership Award and Team Awards comprises two stages. Adjudicators in the first stage are practitioners and experts from the private and public sectors. The final adjudication panels consist of Legislative and District Councillors, representatives from professional bodies, staff side councils and senior directorates of the Civil Service Bureau.
Winners of the Best Public Image Award are determined by votes from the Legislative and District Councillors as well as members of the public (randomly selected for a telephone survey).
Prize Presentation Ceremony
The results of the Award Scheme were announced in the Prize Presentation Ceremony held on 29 September 2009 afternoon at the Hong Kong Convention & Exhibition Centre. The Acting Chief Executive officiated at the Ceremony and celebrated the outstanding achievements of the winning departments and teams with over 600 guests and civil servants.
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Group photo of the awardees and the officiating guests at the prize presentation cerermony.
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Prize List
The Partnership Award aims to recognise the departments that have succeeded in achieving notable service enhancement through collaboration with other department(s).
*co-ordinating department for the award
Champion
Departments : Immigration Department*, Hong Kong Police Force, Customs and Excise Department
Project name : Boundary Joint Command Centre
Project Description : The Immigration Department, the Hong Kong Police Force, and the Customs and Excise Department were aware of the growing cross-boundary passenger demand during long holidays. A Boundary Joint Command Centre was set up at the Lo Wu Control Point to enhance clearance efficiency through the cooperation between Hong Kong and Shenzhen. Since then, the average waiting time of over 98% of passengers at different boundary control points is no more than 30 minutes. This is the result of the concerted efforts of the departments.
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Representatives of the Champion, received the prize from the Acting Chief Executive, Mr Henry Tang (middle).
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First Runner-up
Departments: Leisure and Cultural Services Department*, Architectural Services Department, Marine Department, Hong Kong Fire Services Department
Project name : Preservation and Display of Fireboat Alexander Grantham
Project Description : The co-operation among the four departments have restored the Fireboat Alexander Grantham for appreciation by the general public alongside the Victoria Harbour after she was decommissioned in 2002. Alexander Grantham is the first vessel preserved as an historical relic in Hong Kong. The co-operation project makes use of innovative conservation technology to lower the maintenance cost and takes a forward looking approach by displaying to the public the fireboat's place in the history of Hong Kong and the meaning of heritage conservation. The mission and work contexts were indeed the first of its kind in heritage preservation endeavours in the region.
Second Runner-up
Departments : Transport Department*, Electrical and Mechanical Services Department
Project name : Contemporary Wireless Traffic Surveillance System
Project Description : By integrating their own expertise, the Transport Department, and the Electrical and Mechanical Services Department jointly developed the Contemporary Wireless Traffic Surveillance System, which was put into service within a year. The system has enhanced the monitoring of traffic conditions and can disseminate updated, fast and accurate traffic information to the public, especially when traffic incidents occur.
Merit Award
Departments : Hong Kong Fire Services Department*, Education Bureau
Project name : Enhanced Smart Teen Project
Project Description : The Fire Services Department (FSD) has co-organised with the Education Bureau the Enhanced Smart Teen Challenge Project, aiming to provide discipline, leadership and fire protection training to young people, and the project has indirectly enhanced FSD's public image.
Merit Award
Departments : Hong Kong Observatory*, Agriculture, Fisheries and Conservation Department, Architectural Services Department, Auxiliary Medical Service, Buildings Department, Census and Statistics Department, Civil Aviation Department, Civil Aid Service, Civil Service Bureau, Civil Engineering and Development Department, Companies Registry, Correctional Services Department, Department of Health, Drainage Services Department, Education Bureau, Electrical and Mechanical Services Department, Environmental Protection Department, Food and Environmental Hygiene Department, Government Laboratory, Government Property Agency, Highways Department, Home Affairs Department, Hong Kong Auxiliary Police, Hong Kong Fire Services Department, Hong Kong Police Force, Hong Kong Post, Housing Department, Immigration Department, Information Services Department, Innovation and Technology Commission, Inland Revenue Department, Lands Department, Leisure and Cultural Services Department, Office of Telecommunications Authority, Planning Department, Radio Television Hong Kong, Social Welfare Department, Tourism Commission, Transport Department, Water Supplies Department
Project name : Science in the Public Service
Project Description : A joint campaign by 40 government departments to let the public know more about their scientific achievements and the application of science and technology in providing services.
The Champion's commendable features: The Joint Command Centre project is a most challenging joint venture. It not only requires inter-departmental co-operation, but also the support of many mainland departments. With the support of new technology, they are able to exchange with each other real-time information about cross-boundary
passenger and vehicular flows.
The Service Enhancement Award (further divided into Large Department and Small Department categories) aims to recognise the departments' achievements and continuous efforts in providing quality services to the public.
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Representatives of the Hong Kong Fire Services Department, the Champion, received the prize from the Legislative Council Member and Adjudicating Panel Chairperson, Hon Lee Cheuk-yan (left).
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Large Department Category
Champion : Hong Kong Fire Services Department
First Runner-up : Immigration Department
Second Runner-up : Water Supplies Department
Merit Award : Housing Department
Merit Award : Leisure and Cultural Services Department
The Champion's commendable features: To ensure that its service standard keeps improving, the Hong Kong Fire Services Department (FSD) has been upgrading its service quality with clear strategies and objectives. It has extensively listened to the views of its staff as well as collecting suggestions from all strata of the community and organizations in the districts. For instance, the forming of the Public Liaison Group and the Fire Safety Ambassador Scheme, etc indicates that FSD values opinions from both the community and its staff.
Small Department Category
Champion : Hong Kong Observatory
First Runner-up : Land Registry
Second Runner-up : Companies Registry
Merit Award : Efficiency Unit
Merit Award : Radio Television Hong
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Representatives of the Hong Kong Observatory, the Champion, received the prize from the Legislative Council Member and Adjudicating Panel Chairperson, Hon Lee Cheuk-yan (left).
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The Champion's commendable features: The Hong Kong Observatory has served the public with punctual, timely, and good-quality weather information, in the hope of minimising the inconvenience and the economic losses that bad weather brings to the public. In formulating its service strategy and objectives, it has made use of various channels to collect opinions of the public, such as the "Friends of the Observatory", various public talks and its Open Day, so as to establish face-to-face dialogue with the public. The various innovative and cost-effective services launched, without involving extra resources, have been widely used and appreciated by the public.
The Best Performance Pledges Award aims to recognise the departments that have incorporated best practices in implementing and continuously improving their performance pledges.
Champion : Inland Revenue Department
First Runner-up : Water Supplies Department
Second Runner-up : Immigration Department
Merit Award : Hong Kong Police Force
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Representatives of the Inland Revenue Department, the Champion, received the prize from the Legislative Council Member and Adjudicating Panel Chairperson, Hon Mrs Regina Yip, GBS, JP (left).
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The Champion's commendable features: With an aim to effectively examine every performance target, the Inland Revenue Department (IRD) set up a number of Performance Pledge Groups to listen to views of professional organisations, individual customers and staff members, carefully analyse the needs of their target groups and study experiences of tax organisations of other countries. The IRD is also equipped with effective communication channels to ensure staff fully understand the criteria to reach service standard and implement the services.
The Best Public Image Award aims to recognise the departments with quality services that made a lasting impression on the general public.
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Gold Award : Hong Kong Fire Services Department
Sliver Award : Home Affairs Department
Bronze Award : Hong Kong Post
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Representatives of the Hong Kong Fire Services Department, the Gold Award, received the prize from the Legislative Council Member and Adjudicating Panel Chairperson, Hon Mrs Regina Yip, GBS, JP (left).
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The Champion's commendable features : Survey results indicate that the major reasons for interviewees to nominate FSD are the consideration of its work nature, followed by its work efficiency and service attitude of its staff, etc. With rising public expectations and expanding scope of work, the fire and ambulance personnel have to go through stringent physical and technical training. The FSD actively improves its efficiency and sets good example by maintaining close contacts with the community.
The Specialised Service Award aims to recognise the teams in providing services to special groups of customers, e.g. search and rescue operations.
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Champion : Government Flying Service – GFS Sichuan Disaster Relief Operation
First Runner-up : Hong Kong Observatory – Airport Thunderstorm and Lightning Alerting System Development
Second Runner-up : Hong Kong Observatory – Equestrian Weather Service Team
Merit Award : Electrical and Mechanical Services Department –Olympic Equestrian Special Duty Team
Merit Award : Social Welfare Department – Psychosocial Services Team of Medical Social Services Unit of Princess Margaret Hospital
Special Citation (Innovation) : Hong Kong Observatory – Airport Thunderstorm and Lightning Alerting System Development
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Special Citation (Cost Effectiveness) : Food and Environmental Hygiene Department – FEHD Public Health Team
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Representatives of the Government Flying Services, the Champion, received the prize from the Chairman of Eastern District Council and Adjudicating Panel Committee, Ms Christina Ting, SBS, JP (left).
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The Champion's commendable features : The GFS responded promptly after the May-Twelfth Sichuan Devastating Earthquake had occurred. In their first-time venture into unfamiliar, far-flung regions for rescue missions, the crew fully proved their team spirit and determination. Constantly faced by great risks, the flying crews and the engineering support personnel overcame the ever-changing conditions of the quake-stricken areas and succeeded in accomplishing their rescue missions.
The Internal Service Award aims to recognise the quality services offered to other government officers, both within or outside the department, which ultimately lead to better services to the public.
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Champion : Housing Department – Business Process Support Unit
First Runner-up : Hongkong Post – Sung Wong Toi Annual Report Processing Centre
Second Runner-up : Transport Department – TEAM TIS
Merit Award : Hong Kong Observatory – Weather Buoy Deployment Team
Merit Award : Housing Department – Training and Development Centre
Special Citation (Innovation) : Hong Kong Police Force – Savior of Mountain
Special Citation (Cost Effectiveness) : Water Supplies Department – Asset Management Unit
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Representative of the Housing Department, the Champion, received the prize from the Deputy Chairman of the Hong Kong Management Association (Co-organiser of the Award Scheme), Dr Dennis Sun, BBS, JP (left).
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The Champion's commendable features : The Business Process Support Unit of the Housing Department has developed a Mobile Application System for Housing Management (MASHM) to support frontline officers in performing outdoor estate management duties. Integrating the database of the existing computer system with Personal Digital Assistants (PDAs), the MASHM marks a major breakthrough in public housing management, making the HD the first organisation to utilise PDAs in dealing with PRH tenancy matters.
The Regulatory/Enforcement Service Award aims to recognise the regulatory, inspection or enforcement services, e.g. licensing, labour inspection.
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Champion : Electrical and Mechanical Services Department – Smart Electrical Safety Regulator
First Runner-up : Housing Department – Tenancy Management Policy Unit
Second Runner-up : Efficiency Unit – Be the Smart Regulator Team
Merit Award : Agriculture, Fisheries and Conservation Department – Special Duties Division (Inspection and Quarantine Branch)
Merit Award : Electrical and Mechanical Services Department – Best of the Gas
Special Citation (Innovation) : Efficiency Unit – Be the Smart Regulator Team
Special Citation (Cost Effectiveness) : Electrical and
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Mechancial Services Department - Smart Electrical Safety Regulator
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Representative of the Electrical and Mechanical Services Department, the Champion, received the prize from the Deputy Chairman of the Hong Kong Management Association (Co-organiser of the Award Scheme), Dr Dennis Sun, BBS, JP (left).
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The Champion's commendable features: The Smart Electrical Safety Regulator of the Electrical and Mechanical Services Department has moved beyond regulatory enforcement to take a more proactive role in which it seeks to collaborate with the trade, the public and its staff to provide quality electrical regulatory service in an innovative and integrated service mode. The team has done a fine and delicate job in balancing the interests of all stakeholders. It has strengthened staff training and stepped up educational work for the trade. It has made good use of web resources to provide self assessment training for electrical workers. The implementation of various initiatives has brought down the rates of electrical incidents and casualty figures and raised the electrical safety awareness of the public and the trade.
The General Public Service Award aims to recognise the efforts and achievements of teams in providing service to the general public by means other than those stated above. Examples include frontline and counter services.
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Champion : Drainage Services Department –Intercepting Drains at Queen's Road Central
First Runner-up : Housing Department – Project Sections & P&TSS, Development & Construction Division
Second Runner-up : Housing Department – Estate Services Unit
Merit Award : Hong Kong Observatory – Lightning Information Service Team
Merit Award : Leisure and Cultural Services Department
- The Next Generation Library
Special Citation (Innovation) : Hong Kong Observatory – Lightning Information Service Team
Special Citation (Cost Effectiveness) : Housing Department - Twin Water Tank Design Development Team
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Representative of the Drainage Services Department, the Champion, received the prize from the Chairman of Eastern District Council and Adjudicating Panel Committee, Ms Christina Ting, SBS, JP (left).
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The Champion's commendable features : The introduction of a brand new culture into the project site with due regard to the sentiments and needs of the affected citizens and shop operators had made the project most special. The project was completed very efficiently with the least disturbance to the public.
TV Programmes
To promote the commendable efforts in the Civil Service, the Civil Service Bureau has arranged to present the success stories in a number of TV programmes. An one-hour episode, featuring the outstanding performance of winning departments and teams, as well as highlights of the award presentation ceremony, will be broadcast on TVB Jade at 7:30 pm and i-Cable Live News Channel at 11:30 pm on Saturday, 3 October 2009 (Mid-Autumn Festival), to be followed by more short winning stories on ATV Home at 11:00 am and TVB Jade at 3:20 pm every Sunday from 4 October 2009 to 27 December 2009.
Co-organiser
The Hong Kong Management Association continues as the co-organiser for the Award Scheme 2009 providing expert advice and logistical support.
Information of award schemes as held in the past
2007, 2005, 2003-04, 2002-03, 2001-02, 2000-01 & 1999-2000 Award Schemes
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