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, 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.
Level of Awards
The award will be given out at the departmental level and team level as follows:
Entries for the "Service Enhancement Award" will be assessed under two groups. Departments with more than 1000 staff members will be placed in one group, while the rest will be placed in the other group (please see the section "Assessment Criteria" below).
The "Partnership Award" will go to the departments that have succeeded in achieving notable service enhancement through collaboration with other department(s). These collaborative services/projects may cover for example: one-stop service, joint problem solving, emergency operations, environmental enhancement works, integrated systems, and enhancing communication with the public on service delivery. The adjudication process will be done with the assistance of LegCo Members and District Councillors (please see the section "Adjudication Process" below).
Separately, the "Best Public Image Award" will go to the three departments receiving the highest number of votes from the public (through a survey), LegCo Members and District Councillors. (Note: Bureaux/departments which have submitted entries for either the Service Enhancement Award or Partnership Award will automatically be included as contestants for the "Best Public Image Award").
Departments may nominate a team/teams, with a team size of not fewer than three staff members, to take part in the following five categories:
Application of Technology - application of technology, including e-service, to enhance service quality/standard. Examples include computerisation of billing/ customer enquiry systems, web services for application of services or licences.
Innovation - application of innovative ideas to enhance service quality/standard. Examples include re-engineering of work procedures, innovative solutions to problems, new alternatives for customers.
Specialised Service - services to special groups of customers. Examples include services during search and rescue operations over land and at sea, casualty evacuation, services to airlines and cargo operators, probation and rehabilitation services.
Internal Service - services provided to other government officers both within or outside the department which lead ultimately to better services to the public. Examples include departmental administration unit, finance office, IT support, training, internal audit or quality control units.
General Public Serivce - services delivered to the public by means other from those stated above. Examples include front-line or counter services, telephone hotlines, museums and exhibitions, road and drainage works, healthcare, housing management.
The assessment criteria for the team awards are set out in the section "Assessment Criteria" below.
Assessment Criteria
The assessment criteria for the departmental award for service enhancement and team awards are as follows:
Departmental Service Enhancement Award
|
Assessment Criteria
|
Scores
|
Service Enhancement and Impact
- Strategy for continuous improvement (including HR strategy for gaining staff commitment for service improvement)
- Recent measures/enhancement efforts and their benefits to customers
- Evidence of improved customer satisfaction (e.g. rising level of customer satisfaction as reflected in customer opinion surveys and increase in the number of appreciation letters)
|
60 |
Boosting the Department's/Government's Image, Public
Relations and Publicity
- Promotional/educational efforts undertaken to enhance public understanding on the department's new/enhanced services
- Efforts/mechanisms to enable the media to better understand the department's enhanced services
- Services that help promote the department's/government's image
|
30 |
Occupational Safety and Health/Environmental Protection
- Providing a healthy and safe working environment, promoting awareness of occupational safety and health at work, as well as implementing environmental protection measures in support of service enhancement
|
10 |
|
Total:
|
100 |
Team Awards
Team Award (Application of Technology)
|
Assessment Criteria
|
Scores
|
Commitment to Service Excellence and Continuous Improvement
- Strategy for application of technology to enhance services
- Effective mechanisms are in place to monitor performance of the technology and solicit customers' feedback and translate the feedback into useful improvement
- Giving staff necessary support to meet the changes resulting from the application of technology
|
30 |
Cost Effectiveness
- Efficient use of resources in applying the technology
- The return on investment achieved (quantitative or qualitative)
|
30 |
Service Impact
- Benefits of enhanced services through application of technology (such as shortening of processing time, streamlining of service procedures)
- Evidence of improved customer satisfaction (e.g. rising level of customer satisfaction as reflected in customer opinion surveys and increase in the number of appreciation letters)
|
40 |
| Total : |
100 |
Team Award (Innovation)
|
Assessment Criteria
|
Scores
|
Commitment to Service Excellence and Continuous Improvement
- Strategy for implementation of innovation to enhance service
- Effective mechanisms are in place to monitor performance of the innovative initiatives and solicit customers' feedback and translate the feedback into useful improvement
- Fostering the innovative culture to generate and implement new ideas in the workplace (e.g. through communication of the department's values / establishing reward systems that encourage innovation)
|
30 |
Cost Effectiveness
- Efficient use of resources to implement the innovation(s)
- The return on investment achieved (quantitative or qualitative)
|
30 |
Service Impact
- Benefits of enhanced services through implementation of innovative ideas (such as providing new alternatives to customers, adding value to the service)
- Evidence of improved customer satisfaction (e.g. rising level of customer satisfaction as reflected in customer opinion surveys and increase in the number of appreciation letters)
|
40 |
| Total : |
100 |
Team Award (Specialised Service)
|
Assessment Criteria
|
Scores
|
Commitment to Service Excellence and Continuous Improvement
- Strategy for continuous improvement
- Effective mechanisms are in place to solicit customers' feedback and translate the feedback into useful improvement
- Adherence to professional/industry/international standards to ensure a safe/reliable/quality service
|
30 |
Efficiency and User-friendliness
- Swift and efficient service delivery
- Provision of service to the convenience of customers (e.g. one-stop service, easy access to information/service, and flexible working hours to meet customers' needs)
- Staff are responsive and helpful
|
30 |
Service Impact
- Benefits of services to customers
- Evidence of improved customer satisfaction (e.g. rising level of customer satisfaction as reflected in customer opinion surveys and increase in the number of appreciation letters)
|
40 |
| Total : |
100 |
Team Award (Internal Service)
|
Assessment Criteria
|
Scores
|
Commitment to Service Excellence and Continuous Improvement
- Strategy for continuous improvement
- Effective mechanisms are in place to solicit internal customers' feedback and translate the feedback into useful improvement
|
30 |
Efficiency and User-friendliness
- Swift and efficient service delivery
- Provision of service to the convenience of internal customers (e.g. one-stop service, easy access to information/service, and flexible working hours to meet customers' needs)
- Staff are responsive and helpful
|
30 |
Service Impact
- Benefits of services to internal customers
- Evidence of improved customer satisfaction (e.g. rising level of customer satisfaction as reflected in customer opinion surveys and increase in the number of appreciation letters)
|
40 |
| Total : |
100 |
Team Award (General Public Service)
|
Assessment Criteria
|
Scores
|
Commitment to Service Excellence and Continuous Improvement
- Strategy for continuous improvement
- Effective mechanisms in place to solicit customers' feedback and translate the feedback into useful improvement
|
30 |
Efficiency and User-friendliness
- Swift and efficient service delivery
- Provision of service to the convenience of customers (e.g. one-stop service, easy access to information/service, and flexible working hours to meet customers' needs)
- Staff are responsive and helpful
|
30 |
Service Impact
- Benefits of services to customers
- Evidence of improved customer satisfaction (e.g. rising level of customer satisfaction as reflected in customer opinion surveys and increase in the number of appreciation letters)
|
40 |
| Total : |
100 |
Prizes
Each winning department/team will receive a trophy and the following prizes:
(in the form of allocation to the Departmental Staff Welfare Fund)
| |
Service
Enhancement
Award
|
Partnership
Award
(to be shared by collaborating departments)
|
Best Public
Image Award
|
| Champion |
$20,000
|
$40,000
|
Trophies will be awarded |
| First Runner-up |
$10,000
|
$20,000
|
Second
Runner-up |
$6,000
|
$12,000
|
Merit Award
(up to 5 awards) |
$3,000
|
--
|
--
|
Special
Citations |
Certificates will be awarded
|
--
|
--
|
(in the form of gift coupons to be shared by all the team members)
| |
Application of Technology
|
Innovation
|
Specialised Service
|
Internal Service
|
General Public Service
|
| Champion |
$20,000
|
$20,000
|
$20,000
|
$20,000
|
$20,000
|
| First Runner-up |
$10,000
|
$10,000
|
$10,000
|
$10,000
|
$10,000
|
Second
Runner-up |
$6,000
|
$6,000
|
$6,000
|
$6,000
|
$6,000
|
Merit Award
(up to 5 awards) |
$3,000
|
$3,000
|
$3,000
|
$3,000
|
$3,000
|
| Cost Effectiveness AwardNote 1 |
$5,000
|
$5,000
|
-
|
-
|
-
|
| Service Improvement AwardNote 2 |
-
|
-
|
$5,000
|
$5,000
|
$5,000
|
Note 1 : Cost Effectiveness Award will be awarded to teams in each of the two categories of 'Innovation' and 'Application of Technology' with the highest overall scores for the criterion on 'Cost Effectiveness'.
Note 2 : Service Improvement Award will be awarded to Teams in each of the three categories of 'General Public Service', 'Internal Service', 'Specialised Service' with the highest overall scores for the criterion on 'Commitment to Service Excellence and Continuous Improvement'.
Adjudication Process
| (I) |
Adjudication for the Service Enhancement Award and Team Awards comprises 2 stages:
|
Stage One - Initial screening
CSB has engaged the Hong Kong Management Association (HKMA) as the co-organiser of the Award. The Association will set up the Boards of Examiners consisting of experts and practitioners from the relevant fields to conduct the initial screening as follows:
Service Enhancement Award
-
Bureaux/Departments to provide written submissions (not exceeding 3000 words in Chinese).
-
The Boards of Examiners to study the written submissions and draw up a shortlist.
-
The Boards of Examiners to conduct site visit (cum interview) to each of the shortlisted bureaux/departments.
-
The Boards of Examiners to recommend finalists to enter the final adjudication.
Team Awards
-
The Boards of Examiners to conduct short interviews with teams and draw up a shortlist for each Team Award.
-
Shortlisted teams to provide written submissions (not exceeding 2000 words in Chinese).
-
The Boards of Examiners to study the submissions and recommend finalists to enter the final adjudication.
Stage Two - Final adjudication
Short-listed departments/teams will nominate colleagues to give a short presentation to the Adjudication Panel and answer questions on their entries. The Adjudication Panel(s) will comprise of LegCo and District Council members, representatives from professional bodies and staff sides of the Central Consultative Councils, and senior directorate officers of CSB.
| (II) |
Adjudication for the Partnership Award |
Departments have to provide a summary of the service/projects (not exceeding 1,000 words in English, 1,300 in Chinese) that are accomplished through their joint efforts. Submissions from departments will be collated for assessment by all LegCo and District Council members. Each councillor will select the best three submissions.
Submission of Entries
Each bureau/department may submit one entry for the "Service Enhancement Award" and one or more entries for the "Partnership Award". Those who have submitted entries for either the Service Enhancement Award or Partnership Award (including collaborating bureaux/departments) will automatically be included as contestants for the "Best Public Image Award". For team awards, there is no restriction on the number of entries from bureaux/departments. Also, each team may submit more than one entries provided that the projects/services concerned are different.
Prize Presentation Ceremony and Promotional Activities
A prize presentation ceremony will be held in September 2007 as the grand finale of the Award Scheme. A publicity strategy to ensure extensive coverage for the 2007 Award Scheme will be implemented. Activities include newspaper supplements, TV and radio programmes, etc., to increase public awareness of the Award Scheme and to showcase the success stories of the winning departments and teams.
Deadline for entries
Deadlines for the entries are as follows:
|
Entry forms for the Service Enhancement Award and Team Awards
|
15 December 2006
|
|
Written submissions for the Service Enhancement Award
|
31 January 2007
|
|
Entry forms and witten submissions for the Partnership Award
|
31 January 2007
|
All entries should be forwarded to :
Civil Service Training and Development Institute
Civil Service Bureau
4/F, North Point Government Offices
333 Java Road, North Point, Hong Kong
(Attn : Ms Lori LO)
Timetable
The timetable for the 2007 Award Scheme is as follows:
|
Key activities
|
Time
|
| Deadline for making entries and submissions |
Dec 2006 - Jan 2007
|
| Adjudication |
Feb to Jun 2007
|
| Prize presentation ceremony |
Sep 2007
|
Future Award Schemes
Future award schemes will be held every two years. The next Civil Service Outstanding Service Award Scheme will be held tentatively in 2009.
Enquiries
Miss Amy CHEUNG (Tel: 2231 3918)
Miss Wendy DAN (Tel: 2231 3984)
Ms Gina CHUI (Tel: 2231 4057)
Fax Number: 2845 7449
E-mail: wendy_dan@csb.gov.hk or gina_chui@csb.gov.hk
Notes
- The decisions of Civil Service Bureau/the Boards of Examiners and the Adjudication Panels will be final and binding.
- Interpretation of the rules rests with the Civil Service Bureau.
- The Civil Service Bureau reserves the right to make any changes to the arrangements of the Scheme without prior notice.
- The winning bureaux/departments should, when invited, attend interviews by the media and participate in other publicity activities.
- The Civil Service Outstanding Service Award Scheme does not replace departmental activities aimed at awarding staff/team(s) with outstanding performance in service provision. Bureaux/Departments are encouraged to continue to organise these activities while supporting the Scheme.
2005, 2003-04, 2002-03, 2001-02, 2000-01 & 1999-2000 Award Schemes
