During the year, eight opinion surveys were conducted to gauge public response to, and satisfaction with, services and facilities provided by the department. The findings are useful reference for the management to improve services and to formulate future policies. According to the results of the Benchmark Survey on the LCSD conducted in early 2003, more respondents held favourable views on the department's services and facilities in comparison with the findings of a similar survey conducted two years earlier.

The newly designed Customer Appreciation Card enables staff to have direct feedback on their services.

The Management Information System has been operating effectively in building up a data repository on the type, nature and frequency of feedback from the public. On the basis of the information, the Task Force on Review of Public Complaints conducted quarterly reviews on the cause of the complaints and identified areas for service improvement. The two operational branches implemented the recommendations with positive results. �@�@