Civil Service Outstanding Service Award Scheme 2005

Introduction

It is the Administration's on-going commitment to promote a customer-oriented approach in the delivery of public service and quality service culture in the civil service.  Since 1999, the Civil Service Bureau (CSB) has launched a service-wide Customer Service Award Scheme annually to give recognition to departments and their staff for their achievements in providing quality service to their customers.

In 2005, the CSB has expanded the scope of the award scheme and launched it as the "Civil Service Outstanding Service Award Scheme".  The objectives are:

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

The Awards

There were altogether eight awards in the 2005 scheme.  The three departmental awards were: Service Enhancement Award (further divided into Large Department and Small Department categories), Best Public Image Award and the newly introduced Partnership Award for departments which have achieved notable service enhancement through collaboration with other departments.  The five team awards were: E-Service, Front-line/Counter Service, Specialised Service, Internal Service and Innovation/Application of Technology.

Adjudication of Entries

The Award Scheme has attracted over 130 entries from 45 departments.  The adjudication process has involved wide participation.  Panel members of the Service Enhancement Award and Team Awards were drawn from the Legislative Council, District Council, professional organisations, staff sides of Central Consultative Councils and CSB.  Winners of the Partnership Award and Best Public Image Award were voted by Legislative/District Councillors and members of the public respectively.

Prize Presentation

The results of the Award Scheme were announced in the "Prize Presentation Night" held on 2 December 2005 at the Queen Elizabeth Stadium as follows:-

Departmental Award

Service Enhancement Award (Large Department Category)
Champion : Immigration Department
First Runner-up :  Hongkong Post
Second Runner-up : Hong Kong Fire Services Department
Merit Award : Hong Kong Police Force
Merit Award : Water Supplies Department

Service Enhancement Award (Small Department Category)
Champion : Hong Kong Observatory
First Runner-up : Land Registry
Second Runner-up : Companies Registry

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

Partnership Award
Champion: Buildings Department, Electrical and Mechanical Services Department,
Environmental Protection Department, Food and Environmental Hygiene Department,
Home Affairs Department, Hong Kong Fire Services Department,
Water Supplies Department
(Project name: Co-ordinated Maintenance of Buildings Scheme)
First Runner-up : Hongkong Post, Department of Health,
Food and Environmental Hygiene Department, Inland Revenue Department,
Rating and Valuation Department, Student Financial Assistance Agency,
Television and Entertainment Licensing Authority, The Treasury,
Water Supplies Department
(Project name: PayThru Post)
Second Runner-up : Hong Kong Fire Services Department, Civil Aid Service,
Government Flying Service
(Project name: Joint Operation In Putting Out Vegetation Fire on Lantau Island)

Team Awards
E-Service
Champion :  Labour Department – Employment Services Information Systems Unit
First Runner-up : Hongkong Post – Internet Services Team
Second Runner-up : Rating and Valuation Department – e-Form Team
Merit Award : Planning Department – Geoinfo One-Stop Project Team

Front-line/Counter Service
Champion : Immigration Department – Smart Identity Card Sub-division
First Runner-up :  Drainage Services Department – Wan Chai East and North Point Sewerage Improvement Works
Second Runner-up : Hongkong Post – Philatelic Bureau Hotline
Merit Award : Environmental Protection Department – Customer Service Centre
Merit Award : Hongkong Post – Kowloon City Post Office
Merit Award : Hongkong Post – Tseung Kwan O Delivery Office
Merit Award : Social Welfare Department – Tuen Mun Probation Office (1) & (2)

Specialised Service
Champion : Hong Kong Fire Services Department – New Territories South Division Rescue Team
First Runner-up : Television and Entertainment Licensing Authority – Facilitation Services Section/Film Services Office
Second Runner-up : Department of Health – Genetic Screening Unit
Merit Award : Electrical and Mechanical Services Department – Electricity Legislation Division

Internal Service
Champion : Department of Health – Infection Control Standing Committee of Dental Service
First Runner-up : Immigration Department – Immigration Service Institute of Training and Development
Second Runner-up : Hongkong Post – Staff Training Centre
Merit Award : Hong Kong Police Force – Staff Relations Group

Innovation/Application of Technology
Champion : Immigration Department – Information Systems Branch
First Runner-up : Planning Department – 3D Technologies Application Team
Second Runner-up : Drainage Services Department – Mongkok Drainage Improvement
Merit Award : Housing Department – Implementation Team for Corporate Identity Management Program
Merit Award : Hong Kong Observatory – Electronic Maintenance Team (Radiation)
Merit Award : Hong Kong Police Force – Enhanced Under Vehicle Surveillance System, the 3rd Generation
Merit Award : Immigration Department – Information Systems Branch – Control Point System
Merit Award : Leisure and Cultural Services Department – Multimedia Information System of the Hong Kong Public Libraries

* More information is available at Scheme Details.

TV Programmes

Three TV programmes were produced for the Award Scheme as follows :

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

Useful Reference

- Paper for Legislative Council :
  12.2004 - Civil Service Customer Service Award Scheme 2005 (PDF format)