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[ ] Civil Service Outstanding Service Award Scheme 2005 Scheme Details 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 launch 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.   Level of Awards The award will be given out at the departmental level and team level as follows: Departmental Level 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.  The adjudication process will be done in house. The newly introduced "Partnership Award" will go to the departments that have succeeded in achieving notable service enhancement through collaboration with other department(s).  The adjudication process will be done with the assistance of LegCo Members and District council members.  Departments will be invited to provide a summary of the services/projects that are accomplished through the joint efforts of the participating departments. These services/projects may cover for example: one-stop service, joint problem solving, emergency operations, environmental enhancement works, service enhancement, and enhancing communication with the public on service delivery. Separately, the "Best Public Image Award" will go to the three departments receiving the highest number of votes from the public through a survey (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"). Team Level Departments may nominate a team/teams, with a team size of not fewer than three staff members, to take part in any one, or more than one, of the following five service categories: E-Service - services to customers conducted through electronic means; Front-line/Counter Service - services to the public delivered over the counter and through telephone hotlines (including other front-line services); 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 cargo operators at the airport and services to airlines; Internal Service - services provided to other government officers both within or outside the department and services to other government departments which lead ultimately to better services to the public.  Examples include departmental administration unit, finance office, IT support and training unit; and Innovation/Application of Technology- application of innovative ideas/technology to streamline work processes, achieve cost-saving objectives, enhance productivity and improve service quality/standard.  Examples include computerisation of billing/customer enquiry systems, streamlining of application procedures and improvement of public facilities. Adjudication Process (I)   Adjudication for the Service Enhancement Award and Team Awards comprises 2 stages:     All entries will be evaluated according to the Assessment Criteria.     Stage One - Initial screening   The CSB will commission an external consultant to conduct an initial screening of the entries and present the findings to an Adjudication Panel.  Mystery shoppers/observation visits will be arranged, where appropriate, to assess the quality of the service provided.   Stage Two - Final adjudication (Interview by Adjudication Panel)   Short-listed departments will nominate a colleague/a team to give a short presentation to the Adjudication Panel and answer questions on their entries.  The Adjudicating Panel(s) will comprise senior directorate officers in CSB, members drawn from the LegCo Public Service Panel/District Councils, professional bodies and staff sides of the Central Consultative Councils. (II)  Adjudication for the Partnership Award   The submissions from departments will be collated for assessment by all LegCo Mmebers and District Council members. Each member will select the best three submissions. Each winning department/team will receive a trophy and/or a prize. (Details) Prize Presentation Ceremony and Promotional Activities To give robust publicity to the Award Scheme, two half-hour programmes on television, a series of radio programmes as well as a newspaper supplement will be produced for showcasing the success stories of the winning departments.  To enrich the content of the award-presentation ceremony, a variety show will be held.  This will be broadcast on TV as the grand finale of the 2005 Award Scheme.   Timetable Key activities Time Deadline for making entries 30 May 2005 Adjudication June to August 2005 Prize presentation ceremony cum variety show   Early December 2005     Enquiries Miss Amy CHEUNG (Tel: 2231 3918) Ms Tammy TO (Tel: 2231 3969) Ms Gina CHUI (Tel: 2231 4057) Fax Number: 2117 0027 E-mail: tammy_ys_to@csb.gov.hk or gina_chui@csb.gov.hk 2003-04, 2002-03, 2001-02, 2000-01 & 1999-2000 Award Schemes [Back ]     [Back to Top ]

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Last Revision Date : 03 August 2005