Postretreat action plan

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The 1823 Integrated Call Centre a Case Study
11 December 2008
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1823s role in Complaint Handling

• 1823s role in Complaint Handling
• To serve as a bridge between citizens and
  participating departments
• To monitor case progress
• To measure performance
• To identify problems
• How Are we Doing

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1823 As a Bridge

• Complaint Handling Profile
• 300,000 calls a month
• Central Repository for HyD, LCSD and TD

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Monitor Case Progress

• Service Level Agreement to monitor Acknowledge
  Receipts, Interim Reply, Final Reply
• Reminders and Escalations
• Management information on overdue cases
• Dedicated Complaints Handling Team

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Monitor Case Progress (Contd)

• Assignments to the responsible department in
  buck-passing cases
• Examples of buck-passing cases (recreation
  facility and vegetation management)
• Early alert to departments, e.g. LPG cylinders
• Daily Risk Assessment, e.g. Lift safety, Melamine
  in milk products

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Case - Tai Chung Kiu Road, Shatin
?????????????????????? Broken wire and benches of
a public stand at Tai Chung Kiu Road, Shatin
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Case - Tai Chung Kiu Road, Shatin (Contd)

• LCSD
• Outside their jurisdiction
• HyD
• Concerned location and facilities not under the
  maintenance of HyD
• LandsD
• Most similar government recreation facilities did
  not obtain any Government Land Allocation or
  there had been no formal handover procedures from
  the then old Territory Development Department
  (TDD) period.
• Cannot confirm management responsibilities
• May be erected by CEDD (Former TDD) or ArchSD
• No record/information
• Facilities in poor condition, other parts may
  collapse soon

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Case - Tai Chung Kiu Road, Shatin (Contd)

• HAD
• Unallocated government land, to refer to LandsD
  to follow-up
• DLO
• Not under their maintenance responsibility
• LCSD
• All along, they have not taken up the management
  and maintenance of the stand

(More than 1 month)
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Case - Tai Chung Kiu Road, Shatin (Contd)
EU Hqs raised with concerned departments
DLO convened a meeting with CEDD, HyD, LCSD,
ArchSD HAD

• DLO will demolish the stand
• Beautification programme by Shatin District
  Council

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Case ?????????????
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Case ?????????????(Contd)

• LCSD
• on unallocated Government land, not under
  jurisdiction of LCSD
• LandsD
• Located within a storm water drainage system, to
  be taken up by DSD
• DSD
• Dead tree, to be removed by FEHD

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Case ?????????????(Contd)

• FEHD
• According to ETWB Circular, DSD is responsible
  for vegetation maintenance work including cutting
  and trimming of overgrowth within DSD venues.
  FEHD is responsible for removal of dead
  vegetation including tree leaves and broken
  branches found floating in water courses

7 weeks
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Case ?????????????(Contd)
EU Hqs raised with concerned departments
DSD, FEHD, LCSD liaised with each other

• LCSD to cut the tree
• FEHD to remove the tree

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Case ?????????????
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Measure Performance
Performance of 1823 on Complaint Handling
Note 1 1823 would keep the complainant informed
of the progress of assignment. Note 2 Starting
from 2008, an independent consultant was
commissioned to conduct a customer satisfaction
survey for 1823. The score of 7.3 covers only
the first quarter of the survey in 2008. Note 3
The percentage of 80 covers only the first
quarter of the survey in 2008.
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Identify Problems

• Knowledge Base Review to rationalise subject
  matters and streamline assignment procedures
• Monthly reports to highlight trends, e.g. growth
  in complaint figure, distribution by districts,
  analyses of subject matters, overdue cases
• Analyses based on experience of 1823s Liaison
  Officers
• Planning to introduce Data-mining Tool to help
  with the analyses
• Assist departments in focusing their action and
  resource planning
• Highlight grey areas to Development Bureau for
  reconsidering the updatedness of the ETWB
  Circular

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How Are We Doing

• Customer Satisfaction Survey on Complaints
  Handling
• Conducted by Policy 21, HKU
• Focus Groups and telephone interviews for 1,000
  complainants
• Educated, middle-class citizens
• More demanding but reasonable group whom
  Government should enlist support

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Satisfaction on the performance of staff of 1823
18
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Satisfaction on the performance of1823 staff by
departments
19
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Satisfaction on the performance of other
Government departments staff
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Satisfaction on the performance of staff by
relevant government departments
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Outcomes of complaints lodged and satisfaction
level
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Take Away Messages

• Publics willingness to complain to us is a vote
  of confidence on our part. Only if we fail them
  will they turn to the media and Ombudsman. We
  should therefore welcome complaints and take
  action expeditiously
• Public mood is bad and the Government as a whole,
  and in particular frontline departments, are
  under a lot of pressure
• 1823 has stepped up its efforts and redeployed
  more resources to complaints handling
• Strengthened partnership with departments to
  improve public service delivery
• Would continue with timely escalation of
  difficult cases to departments senior staff
• Process is important Complainants will be
  satisfied if their complaints are being looked
  into.

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