大涌桥路城门河畔划艇会对面的露天看台钢索折断

1 The1823IntegratedCallCentreaCaseStudy 11December2008 2 1823 sroleinComplaintHandlingToserveasabridgebetweencitizensandparticipatingdepartmentsTomonitorcaseprogressTomeasureperformanceToidentifyproblemsHowAreweDoing 1823 sroleinComplaintHandling 3 ComplaintHandlingProfile300 000callsamonthCentralRepositoryforHyD LCSDandTD 1823AsaBridge 4 ServiceLevelAgreementtomonitorAcknowledgeReceipts InterimReply FinalReplyRemindersandEscalationsManagementinformationonoverduecasesDedicatedComplaintsHandlingTeam MonitorCaseProgress 5 Assignmentstothe responsibledepartment inbuck passingcasesExamplesofbuck passingcases recreationfacilityandvegetationmanagement Earlyalerttodepartments e g LPGcylindersDailyRiskAssessment e g Liftsafety Melamineinmilkproducts MonitorCaseProgress Cont d 6 大涌橋路城門河畔划艇會對面的露天看台鋼索折斷BrokenwireandbenchesofapublicstandatTaiChungKiuRoad Shatin Case TaiChungKiuRoad Shatin 7 LCSDOutsidetheirjurisdictionHyDConcernedlocationandfacilitiesnotunderthemaintenanceofHyDLandsDMostsimilargovernmentrecreationfacilitiesdidnotobtainanyGovernmentLandAllocationortherehadbeennoformalhandoverproceduresfromthethenoldTerritoryDevelopmentDepartment TDD period CannotconfirmmanagementresponsibilitiesMaybeerectedbyCEDD FormerTDD orArchSDNorecord informationFacilitiesinpoorcondition otherpartsmaycollapsesoon Case TaiChungKiuRoad Shatin Cont d 8 HADUnallocatedgovernmentland torefertoLandsDtofollow upDLONotundertheirmaintenanceresponsibilityLCSDAllalong theyhavenottakenupthemanagementandmaintenanceofthestand Case TaiChungKiuRoad Shatin Cont d Morethan1month 9 Case TaiChungKiuRoad Shatin Cont d EUHqsraisedwithconcerneddepartments DLOconvenedameetingwithCEDD HyD LCSD ArchSD HAD DLOwilldemolishthestandBeautificationprogrammebyShatinDistrictCouncil 10 Case 般咸道禮賢會坑渠邊大樹枯萎 11 LCSDonunallocatedGovernmentland notunderjurisdictionofLCSDLandsDLocatedwithinastormwaterdrainagesystem tobetakenupbyDSDDSDDeadtree toberemovedbyFEHD Case 般咸道禮賢會坑渠邊大樹枯萎 Cont d 12 FEHDAccordingtoETWBCircular DSDisresponsibleforvegetationmaintenanceworkincludingcuttingandtrimmingofovergrowthwithinDSDvenues FEHDisresponsibleforremovalofdeadvegetationincludingtreeleavesandbrokenbranchesfoundfloatinginwatercourses Case 般咸道禮賢會坑渠邊大樹枯萎 Cont d 7weeks 13 Case 般咸道禮賢會坑渠邊大樹枯萎 Cont d EUHqsraisedwithconcerneddepartments DSD FEHD LCSDliaisedwitheachother LCSDtocutthetreeFEHDtoremovethetree 14 Case 般咸道禮賢會坑渠邊大樹枯萎 MeasurePerformance 15 Note1 1823wouldkeepthecomplainantinformedoftheprogressofassignment Note2 Startingfrom2008 anindependentconsultantwascommissionedtoconductacustomersatisfactionsurveyfor1823 Thescoreof7 3coversonlythefirstquarterofthesurveyin2008 Note3 Thepercentageof80 coversonlythefirstquarterofthesurveyin2008 Performanceof1823onComplaintHandling 16 KnowledgeBaseReviewtorationalisesubjectmattersandstreamlineassignmentproceduresMonthlyreportstohighlighttrends e g growthincomplaintfigure distributionbydistricts analysesofsubjectmatters overduecasesAnalysesbasedonexperienceof1823 sLiaisonOfficersPlanningtointroduceData miningTooltohelpwiththeanalysesAssistdepartmentsinfocusingtheiractionandresourceplanningHighlightgreyareastoDevelopmentBureauforreconsideringtheupdatednessoftheETWBCircular IdentifyProblems 17 CustomerSatisfactionSurveyonComplaintsHandlingConductedbyPolicy21 HKUFocusGroupsandtelephoneinterviewsfor1 000complainantsEducated middle classcitizensMoredemandingbutreasonablegroupwhomGovernmentshouldenlistsupport HowAreWeDoing Satisfactionontheperformanceofstaffof1823 18 Satisfactionontheperformanceof1823staffbydepartments 19 SatisfactionontheperformanceofotherGovernmentdepartments staff 20 Satisfactionontheperformanceofstaffbyrelevantgovernmentdepartments 21 Outcomesofcomplaintslodgedandsatisfactionlevel 22 23 Public swillingnesstocomplaintousisa voteofconfidence onourpart OnlyifwefailthemwilltheyturntothemediaandOmbudsman Weshouldtherefore welcome complaintsandtakeactionexpeditiouslyPublicmoodisbadandtheGovernmentasawhole andinparticularfrontlinedepartments areunderalotofpressure1823hassteppedupitseffortsandredeployedmoreresourcestocomplaintshandlingStrengthenedpartnershipwithde