SSGT Cheung Ho-kit displays the new system's streamlined menu

A revamped 24-hour interactive voice processing system was launched on June 1. By dialling 2866-6552 (12 lines), callers get information on prosecutions for traffic offences and the demerit point system in Cantonese, English and Putonghua.

The revamp was among Traffic Headquarters' new initiatives to improve its working environment and enhance service quality.

Bureau Chief Inspector Danny Chan Chung-kwong said: "We decided to overhaul the old system we've used for the past six years because of its limited capacity, complicated instructions and long waiting time which were not user-friendly and often turned callers away. For the revamped system, we've made considerable efforts to simplify and streamline the menu and instructions so callers can be swiftly directed to their required data. This helps keep waiting times as low as possible."

Four experienced police officers were available to provide further information to callers during office hours.

Woman Senior Police Constable Yau Kwai-sang said callers and staff have been impressed by the efficiency of the new system.

"As the waiting time for callers is shortened considerably, they are more friendly which I think is conducive to better communications. Meanwhile, we are spending less time per call because many callers can obtain information such as complaint forms via fax."

The system was equipped with top data storing facilities useful in producing instant and accurate reports on the number of calls during a specified period of time which staff said was invaluable for management and planning purposes. Also, during typhoons or other inclement weather conditions, officers could inform callers of the situation via the system.

Up to 17,000 calls are received each month, of which more than 4,000 are successfully put through to the operators while the remainder obtain desired information or forms through the system.

Meanwhile, the Bureau has also been working to further boost service quality by providing a specially-designed computer programme to identify and assist those officers making frequent mistakes in filling out Fixed Penalty Tickets for traffic offences.

Regular workshops for frontline officers addressing common errors, were also set up.

The problems encountered would be discussed in the Bureau's quarterly bulletin.

The Bureau's efforts have seen complaints drop 27.8 per cent to 22,534 last year, from 31,195 in 1998.

Bureau Senior Superintendent Chan Yiu-wing said: "We hope these new initiatives further reduce the number of complaints so our frontline officers feel more confident doing their job."



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