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WSD ANNUAL REPORT 2002-2003 39

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To excel in services for our customers,

we have always put them at the core of

our work and have been reshaping our

organizational structure and strategies

to meet their growing expectations

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�� !"#$�%&'()"*+,-./01*+23!4Members of the� Trust and Caring Club�, an informal staff clubformed by Customer Services Branch staff.

�� !"#$%&'()*+Staff eagerly expressing views at thebrainstorming workshop.

WSD ANNUAL REPORT 2002-2003 41

NEW CUSTOMER SYSTEMAs a critical component of our overallstrategy to achieve excellent customerservices, the contract for the newCustomer Care and Billing System(CCBS) was awarded and commencedin February 2003. The CCBS is beingdeveloped in three phases and isscheduled for completion by the endof 2004. Work on the first two phasesis being carried out concurrently andincludes installation of hardware andnetwork, system development,document migration, businessprocess analysis and design, dataconversion, etc.

The Electronic Document ManagementSystem (EDMS), being the central partof phase I, will be used with theexisting customer database byDecember 2003. With the completionof phase II in July 2004, CCBS will befully operational and provide a newand integrated customer database aswell as mobile computing capabilities.Work on additional features such asdata warehouse and data mining underphase III will begin in November 2003for completion by the end of 2004.

CUSTOMER-FOCUSEDSTRUCTURE ANDCULTURETo realise the full potential and benefitof the new customer care system, wehave embarked on major reforms inour structure and culture to improve

the efficiency and quality of ourservices. We have made fundamentalchanges in the ways of meeting ourcustomers’ needs by businessprocess reengineering. We aligned ourorganizational structure with the newsystem and business processes bycreating a new branch, CustomerServices (CS) Branch, in September2002.

The CS Branch oversees all customerservice functions includingcustomer account matters,meter reading and billing,handling of complaints andenquiries, and day-to-dayoperations of the CustomerTelephone Enquiry Centre andCustomer Enquiry Centres.

In an effort to reinforceour customer-orientedculture and tie in with theroll-out of the CCBS, theCS Branch hasimplemented many newinitiatives including:

Setting a new vision for theCS Branch with input from allstaff in the Branch.

Adopting a new set of targets andobjectives.

Forming an informal staff club andpublishing a branch newsletter tofoster internal communications.

Entering into Service LevelAgreements with its internalcustomers.

Conducting change managementworkshops and training for all levelsof staff to meet the majorchallenges brought about by thenew system, processes, structureand culture.

�� !"#$%&'()*+,�-./0%1Staff newsletters issued by CustomerServices Branch.

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�� !"#$%&'()*+,-.Enthusiastic discussion on ways to improvecustomer services.

WSD ANNUAL REPORT 2002-2003 43

�� !"#Water Supplies Services

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We are well on track to achieveexcellence in service provision andexpect a quantum leap inimprovement of service delivery andefficiency gain when the new CCBS isrolled out in phases from the endof 2003.

IMPROVEMENTS OFSERVICESImprovements of services introducedduring the year included:

Applications for refixing of watermeters after disconnection can nowbe processed at Customer EnquiryCentres and demand notes areissued to customers for paymentimmediately.

Additional portable water tanks havebeen acquired for improvingtemporary water supplyarrangement at times of supplyinterruptions.

The lead time required for providingwater supply to new customers hasbeen reduced by streamlining theprocedures for issue of watermeters to licensed plumbers fortheir installation in new buildings.

Previously only limited to the NorthPoint Office, contractors can nowbring their portable meters to otherWSD Depots for confirmation ofmeter readings.

The WSD homepage has beenredesigned and transformed into aone-stop shop, customer-focused

and user-friendly vehicle forproviding diverse range of onlineservices to customers.

Customers can update theiraddress online with WSD and othergovernment departments throughthe “Easy Change of Address”service provided by the government.

An online programme entitled“Estimate My Next Bill” has beenprovided on our homepage forcustomers.

HANDLING OFCOMPLAINTS ANDENQUIRIESIn a bid to further improve the qualityand efficiency of handling complaintsand enquiries, a Quality ManagementSystem has been introduced incompliance with the ISO 9001:2000standard. Internal audits, maintenanceaudits and customer opinion surveysare conducted to provide continuingimprovement of the system. Inaddition, improvement teams havebeen formed to review a number ofbusiness processes such as handlingof complaints on high charges, waterquality, noise from pipes and meterdefects as well as applicationprocedures for water supply. This hashelped to enhance service efficiencyand customer satisfaction.

CUSTOMER SURVEYSWe keep up with customer opinion ofour services by conducting regularsurveys to ensure that we do what

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customers want. Results of thesesurveys consistently reaffirm the highpublic recognition for our work. Thelatest survey on overall water suppliesservices carried out in July 2002showed that most of our customers(99 per cent) are satisfied with ourservices. The next such survey isscheduled for 2004.

PERFORMANCE PLEDGEWe continue to improve our standardsof service, ever since we publishedthe first annual Performance Pledge in1993 to set out clearly what thepublic can expect of us. For the year2003/04, four existing targets havebeen enhanced and two new targetsadded.

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WSD ANNUAL REPORT 2002-2003 45

CUSTOMER LIAISONGROUPIn the ten years since it wasestablished, our Customer LiaisonGroup (CLG), chaired by the DeputyDirector, has become a centralelement of our public communicationsprogramme. The thirty-member CLGconsists of 18 domestic customersand 7 trade customers selected atrandom, and 5 representatives fromproperty management companies andgovernment departments. Meetingsare held regularly every four months,usually on a working Friday evening inJanuary, May and September.

CUSTOMER ENQUIRYCENTRESOur six Customer Enquiry Centres(CECs) located in different areas ofthe territory offer a wide range ofdirect services to customers. Theseinclude answering enquiries, handlingapplications for change ofconsumerships, meter tests,reconnection of supplies, as well asissuance of fishing licences. Throughthe convenience of a suite of servicesand payment methods available ontelephone and Internet as well asprovided by the Hong Kong PostOffice, it will be possible for us toclose the less frequented centre inTsuen Wan from April 2004 for savingoperating costs.

CUSTOMER TELEPHONEENQUIRY CENTREThe Customer Telephone Enquiry

Centre (CTEC) has been providing a24-hour hotline service on watersupply and account matters ever sinceit began operations in its presentmode in 1999. It also processesapplications for changes of mailingaddress and termination ofconsumership. This year CTEC dealtwith more than one million calls andthe percentage of calls resolved in thefirst call was 96 per cent.

OMBUDSMAN AWARD2002In recognition of the professionalismin handling public complaints,Mr Wong Ka Kuen, Call Centre Managerof the CTEC, was presented with anOmbudsman Award for the year.

�� !"#$%&'()*+Newly renovated Wan Chai Customer Enquiry Centre.

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