Public Feedback

In 2006, 27 opinion surveys were conducted in different service areas, such as public swimming pools, sports centres and performing arts venues, to collect customer feedback on the services and facilities that are provided by the Department and to determine their future requirements. The findings serve as a useful reference for management to formulate strategies and allocate resources to better meet the needs of our 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 so that management can identify less satisfactory areas and initiate remedial action.

An interface with the computer system of the Efficiency Unit's Integrated Call Centre is being developed to streamline data collection and reporting procedures. Phase I development work has been completed and new working procedures will be put in place in early 2007. Phase II development work will be completed by the end of 2007 at which time the transfer of data and compilation of statistics will be fully automated.

To strengthen direct communication with customers and to gather their views on how services can be further improved, customer liaison meetings have been held at civic centres, libraries and museums. These meetings give the Department immediate access to the comments of users on the services that are offered, while also providing the Department a channel to explain its policies and introduce new services. These initiatives are in line with the Department's commitment to meeting the public's expectations and needs by delivering quality services in a cost-effective manner.