During the past year, we conducted 12 opinion surveys to gauge public satisfaction on the services and facilities provided by the department. The findings of the surveys are useful reference, helping management to introduce improvements and formulate future policies.

A management information system has been devised to help record, store and process information relating to compliments and suggestions received by the district staff. Senior officers can gain access to this information and monitor the progress of complaint cases to ensure that feedback from the public is dealt with objectively and expeditiously. With the aid of an integrated data repository, we analyse and produce management reports with reference to the type, nature, target and frequency of feedback received. Further, a Task Force has been established within the department to focus on the causes of complaints, identify areas for service improvement and devise short- and long-term remedial measures.

With the concerted efforts of staff at all levels in bringing quality services, the department has won the grand award of The Ombudsman Awards 2002, which gives recognition to our focus on customer value. The department will continue to handle public feedback positively and proactively.

	Aiming at bringing quality services to the public, the department has won the grand award of The Ombudsman Awards 2002.