In 2005, 16 opinion surveys were conducted in different service areas, such as public swimming pools, sports centres and performing arts activities, to collect customer feedback on the services and facilities that are 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.

The Views from the Public System maintains a data repository to store public feedback that is 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. In 2005, the system's case categories were restructured to enhance user-friendliness and data accuracy.

An interface with the computer system of the Efficiency Unit's Integrated Call Centre is being developed to streamline data collection and reporting procedures. The development work is targeted to be completed in early 2007.