The Civil Service Customer Service Award is an important annual event launched by the Civil Service Bureau to inculcate a customer-focused culture in the civil service and to recognise the achievements of civil servants in providing quality customer service.

The focus of the Awards in 2002-03 was on the overall performance of government departments in providing quality customer service in which team spirit and leadership skills were emphasised. This ended up with 23 bureaux and departments competing for the Awards. Quality, efficiency and cost-effectiveness were the three main selection criteria.

The adjudication is a two-stage process. The first stage was the submission of a write-up by Service Quality Wing (SQW) on behalf of the Force, highlighting the customer service initiatives undertaken by the Force and the overall results achieved in the past three years. This was followed by an observation visit to the Police Training School during which the importance of human resources management and training was emphasised and the work of the Child Protection Policy Unit was introduced to illustrate the concept of one-stop-shop service and our customer-oriented approach towards victims and witnesses of crime.

A public survey was also conducted by telephone interview in which members of the public were asked to vote for the department providing the best customer service. The Force obtained the second highest vote in this public voting and therefore was awarded the Best Public Image Award (Silver Award). Apart from a trophy, the Force was also given a cash award of $40,000 which was subsequently donated to the Police Welfare Fund. The second stage was a presentation interview with the adjudication panel.

As a highlight of the event, an exhibition was held on February 20 to 23 at the Exhibition Gallery of Hong Kong Central Library. A total of 49 bureaux and departments, including the Force, set up booths to introduce their achievements on customer service. The exhibition was well received by over 8,000 visitors. A Most Impressive Booth Competition was organised whereby members of the adjudicating panel and members of the public visiting the exhibition voted on-site the booth that impressed them most. The Force scooped the Most Impressive Booth (Gold Award).

"To promote a service culture, the Force Service Quality Strategy was launched in 1995. This aims at developing a change process which involves staff at all levels, to continuously improve our service efficiency, effectiveness and economy, with an aim of meeting the expectations of our customers, both external and internal," the Director of Management Services Mr Yam Tat-wing told OffBeat.

"I am happy to see that significant progress has been achieved in our pursuit of service excellence through the relentless and concerted efforts of all ranks. The award of the Best Public Image Award reflects our dedication to quality service that inspires confidence and respect among the community we serve. Yet there is no room for complacency. Every effort will continue to be made to ensure the ethics and conduct of Force members meet the highest standard. Meanwhile, Living-the-Values Wave IV workshops will soon be launched to encourage Force members to enhance Police professionalism and build upon professionalism as the hallmark of our service excellence.

"Finally I would like to take this opportunity to thank those teams and units involved for their contribution, support and assistance, which made the event a success," Mr Yam added.

Gold and Silver Customer Service Awards