In 2004, 11 surveys were conducted in different service areas, such as public libraries, museums, sports centres and green promotion activities, to collect customer feedback on the services and facilities provided by the department and their future requirements. The findings serve as useful reference for management to formulate strategies and allocate resources to better meet the needs of customers.

	A sample of the 11 surveys conducted in the year.

The Views from the Public System maintains a data repository to store public feedback received from various channels on services, facilities and staff performance. The information is analysed and regular reports on public complaints and suggestions are produced for management to identify less satisfactory areas and to initiate remedial action. Further improvements are planned for the system to increase its functions and user-friendliness. Major enhancement items include restructuring case categories to facilitate data input and validation and developing a spreadsheet interface for user sections in remote areas to improve system performance. The development work is targeted to complete by the end of February, 2006.