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Civil Service Outstanding Service Award Scheme 2015
Scheme Details Objectives It is the Administration’s on-going commitment to promote a customer-oriented service culture and encourage the pursuit of excellence in the delivery of public service. In this connection, the Civil Service Bureau (“CSB”) has been organizing the “Civil Service Outstanding Service Award Scheme” (“Award Scheme”) since 1999. The objectives are to:
recognise the efforts of bureaux/departments (B/Ds) and teams which
provide excellent service;
promote a customer-focused culture in the civil service; and
inspire B/Ds and teams for continuous improvement in the delivery of
public service.
Level of Awards The awards will be given out at the inter-departmental level, departmental level and team level as follows:
Inter-departmental Level
The “Partnership Award” will go to the B/Ds that have succeeded in achieving notable service enhancement through collaboration with other B/Ds. These collaborative services/projects may cover for example: one-stop service, joint problem solving, emergency operations, environmental enhancement works, integrated systems, and enhancing communication with the public on service delivery.
Departmental Level
The “Departmental Service Enhancement Award” recognises marked service enhancement by B/Ds that have walked the extra mile in providing new and innovative services to the public. It will be assessed in two groups. B/Ds with more than 1,000 staff members will be grouped under the large department category, while the rest will be grouped under the small department category. The “Best Public Image Award” will go to the three B/Ds receiving the highest number of votes from the members of the public (selected by random sample) and all members of the Legislative Council and District Council. (Note: All B/Ds participating in the Award Scheme 2015 will automatically be included as contestants for the “Best Public Image Award”.)
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Team Level
B/Ds may nominate a team/teams, with a team size of at least three staff members, to take part in the following five categories:
General Public Service – services delivered to the general public by means apart from those fall under the four team awards below. Examples include front-line or counter services, telephone hotlines, museums and exhibitions, road and drainage works, healthcare, housing management.
Specialised Service – services to special groups of customers.
Examples include services to airlines and cargo operators, services for new immigrants, support groups, quality assurance, probation and rehabilitation services.
Regulatory/Enforcement Service – regulatory, inspection or enforcement services such as hawker control, licensing, land control, labour inspection, enforcement of fixed penalty ordinance, administration of estate management marking scheme in public housing estates.
Crisis/Incident Support Service – support services for crisis, special
incidents or emergency situations. Examples include support services for sudden occurrence of natural disasters, crisis or emergency situations within or outside Hong Kong, or quarantine operations during virus outbreak.
Internal Service – services provided to other government officers both within or outside the department which lead ultimately to better services to the public. Examples include departmental administration unit, finance office, IT support, training, internal audit or quality control units.
Assessment Criteria The assessment criteria for the inter-departmental, departmental and team awards are as follows:
Inter-departmental Award
Partnership Award (Appendix 1)
Departmental Award
Departmental Service Enhancement Award (Appendix 2)
Team Awards
General Public Service Award Specialised Service Award
(Appendix 3) (Appendix 4)
Regulatory/Enforcement Service Award (Appendix 5) Crisis/Incident Support Service Award (Appendix 6) Internal Service Award (Appendix 7)
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Prizes Each winning B/D/team will receive a trophy and the following prizes:
Inter-departmental Level
(Prizes will be given in the form of allocation warrant to be used for staff welfare purposes)
Partnership Award
(to be shared by collaborating B/Ds)
Gold $50,000
Silver $30,000
Bronze $20,000
Meritorious Award
$10,000
Departmental Level
(Prizes will be given in the form of allocation warrant to be used for staff welfare purposes)
Departmental Service Enhancement Award
Best Public Image Award
Gold $30,000
Trophies will be awarded Silver $15,000
Bronze $9,000
Meritorious Award
$4,500 --
Team Level
(Prizes will be given in the form of gift coupons to be shared by all the team members)
General Public Service
Specialised Service
Regulatory/ Enforcement
Service
Crisis/Incident Support Service
Internal Service
Gold $20,000 $20,000 $20,000 $20,000 $20,000
Silver $10,000 $10,000 $10,000 $10,000 $10,000
Bronze $6,000 $6,000 $6,000 $6,000 $6,000
Meritorious Award
$3,000 $3,000 $3,000 $3,000 $3,000
Special Citation for
Innovation Note 1
$2,000 $2,000 $2,000 $2,000 $2,000
Special Citation for
Responsiveness to
Customer Needs Note 2
$2,000 $2,000 $2,000 $2,000 $2,000
Special Citation for
Integrity Management Note 3
$2,000 -- $2,000 -- --
Note 1: Special citation(s) will be given to recognise team(s) for the noteworthy aspect of ‘innovation’. Note 2: Special citation(s) will be given to recognise team(s) for understanding and responding to the changing
needs of customers. Note 3: Special citation(s) will be given to recognise team(s) for best integrity management practices in
providing public services.
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Adjudication Process
The adjudication process for the “Partnership Award”, “Departmental Service
Enhancement Award” and “Team Awards” is as follows:
Stage One - Initial screening
CSB will engage an independent organisation to co-organise the Award Scheme 2015. The co-organiser will set up the Boards of Examiners consisting of experts and practitioners from different service industries to conduct the initial screening as follows:
The Boards of Examiners to conduct short interviews with participating
B/Ds/teams and draw up a shortlist for each award; Short-listed B/Ds/teams to provide written submissions; and The Boards of Examiners to study the written submissions and recommend
finalists to enter the final adjudication. Stage Two - Final adjudication
Short-listed B/Ds/teams will nominate colleagues to give a short presentation to the Adjudication Panel and answer questions on their entries. The Adjudication Panel comprises Legislative Councilors and District Councilors, representatives from professional bodies and staff sides of the Central Consultative Councils, and senior directorate officers of CSB.
Submission of Entries Each B/D may submit:
- more than one entry for the “Partnership Award”; and - one entry for the “Departmental Service Enhancement Award”.
For “Team Awards”, there is no restriction on the number of entries from B/Ds. Each team may submit more than one entry provided that the projects/services concerned are different.
All participating B/Ds (including collaborating B/Ds of the “Partnership Award”) will automatically be included as contestants for the “Best Public Image Award”.
Prize Presentation Ceremony and Promotional Activities A prize presentation ceremony is tentatively scheduled for September 2015 as a finale of the Award Scheme 2015. A publicity strategy to ensure extensive coverage for the Award Scheme 2015 will be implemented. Promotional activities include TV programme, short videos, booklets, media interview, press supplements, experience sharing seminars, talks and visits for schools and different community groups to showcase the exemplary services of B/Ds. Deadline for Submission of Entries Deadline for submission of entries is 31 December 2014 (Wednesday). All entries must be sent to the following address:
Civil Service Training and Development Institute, Civil Service Bureau 5/F, North Point Government Offices 333 Java Road, North Point, Hong Kong (Attn: Ms Amy Wong, STO(SMD1)2) E-mail: Amy SW WONG/CSTDI/HKSARG or [email protected]
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Timetable The timetable for the Award Scheme 2015 is as follows:
Key activities Time
Briefing session 18 Nov 2014 (pm)
Deadline for submission of entries 31 Dec 2014
Training session for participating B/Ds 5 Jan 2015 (am)
Adjudication Jan to Jun 2015
Prize presentation ceremony Sep 2015
Enquiries Ms Amy WONG, STO(SMD1)2 (Tel: 2231 3935; E-mail: [email protected]) Ms Sheren WONG, STO(SMD2)3 (Tel: 2231 4067; E-mail: [email protected]) Fax Number: 2572 0277 Notes Repeated entries cited in previous award schemes will not be considered. The decisions of the Adjudication Panels will be final and binding. Interpretation of the rules rests with CSB. CSB reserves the right to make any changes to the arrangements of the Award
Scheme without prior notice. The winning B/Ds should, when invited, attend interviews by the media and other
publicity activities. “The Civil Service Outstanding Service Award Scheme” does not replace
departmental activities which aim at awarding staff/team(s) with outstanding performance in service provision. B/Ds are encouraged to continue to organise these activities while supporting the Award Scheme.
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Appendix 1
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Partnership Award”
Assessment Criteria Scores
1. Service Strategy and Objectives
What are the service objectives and Key Performance Indicators
(KPIs)?
How do the partnering B/Ds solicit, analyze and respond to
customer feedback when formulating the service strategy and
objectives?
How do the partnering B/Ds develop a shared vision and mission
for the service project?
10
2. Service Design 2.1 Customer-oriented, Efficient and Effective
How to ensure efficiency, user-friendliness and effectiveness of the
service?
How to capitalize on the strengths and available resources of the
partnering B/Ds and create synergy to maximize service impact and
ensure cost-effectiveness?
2.2 Innovative
How do the partnering B/Ds walk the extra mile in service design?
What are the innovative elements incorporated and how to make
full use of the innovative ideas from different B/Ds?
2.3 Environmental Friendly
Are there any environmental initiatives being incorporated in service
design?
30 15
10
5
3. Service Implementation 3.1 Staff Communication and Training
What are the effective communication channels and staff training in
place to foster a culture of inter-departmental collaboration among
staff members to ensure effective service delivery?
3.2 Customer Communication
What are the effective communication channels in place for
customers to provide feedback?
How to utilize the communication channels among the partnering
B/Ds to enhance customers’ understanding of the service and to
ensure effective use of the service?
3.3 Difficulties and Challenges
What are the complications in service delivery? How to overcome
these difficulties and challenges?
How do the partnering B/Ds handle different opinions and potential
conflicts in service delivery?
Any evidence to demonstrate that the partnering B/Ds walk the
extra mile to ensure effective and innovative service delivery?
30 5
5
10
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Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Partnership Award” (Continued)
Assessment Criteria Scores
3. Service Implementation (Continued) 3.4 Continuous Improvement
What monitoring mechanisms do the partnering B/Ds have in place
to analyze and proactively respond to staff and customer feedback
for continuous improvement?
How to enhance collaboration among the partnering B/Ds?
What are the measures in place for conducting regular reviews and
for continuous improvement in service delivery?
10
4. Customer Feedback and Results
Has the service project achieved its objectives and KPIs?
What is the customer feedback on the service? e.g. results from
customer satisfaction survey or other channels for collecting
feedback
Any other qualitative and quantitative evidence to support your
achievements?
What are the benefits of the service to the partnering B/Ds,
customers and the general public?
How does this project enhance inter-departmental collaboration in
the civil service?
30
Total: 100
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Appendix 2
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Departmental Service Enhancement Award”
Assessment Criteria Scores
1. Service Enhancement Strategy and Objectives
What are the department’s service enhancement strategies and
objectives in the past two years?
Has the department developed new/enhanced performance
pledges covering major service areas? What effective mechanism
does the department have in place to review, monitor and
enhance the performance pledges?
How does the department solicit, analyze and respond to
customer feedback when formulating the service enhancement
strategies and objectives?
How does the department translate these strategies into its
management/operation system?
25
2. Design and Implementation of Service Enhancement
Initiative
Please cite one most recent service enhancement initiative (the
service illustrated must be different from previous entries to the
Civil Service Outstanding Service Award Scheme) demonstrating
that the department walks the extra mile in providing
customer-oriented, efficient, effective and innovative service to
its customers and/or the general public and elaborate on the
following:
What are the service enhancement objectives and Key
Performance Indicators (KPIs) of the initiative? How does the department design and implement the service
enhancement initiative? What are the innovative elements incorporated? Are there any environmental initiatives being incorporated in
service design?
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3. Fostering a Service Enhancement Culture What efforts has the department made in fostering a service
enhancement culture, and in particular: - to enable staff members to proactively suggest effective and
innovative ways to improve the service; and - to encourage them to walk the extra mile when providing
services to customers and/or the general public? In implementing different service initiatives, what are the
measures used to promote staff engagement, team spirit and innovation? What are the benefits to the civil service?
20
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Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Departmental Service Enhancement Award” (Continued)
Assessment Criteria Scores
4. Boosting the Department’s/Government’s Image
What are the promotional/educational efforts undertaken to
enhance public and the media’s understanding of the
department’s new/enhanced services?
Any other measures to promote the department’s/government’s
image?
10
5. Customer Feedback and Results
Are the department’s service enhancement objectives and KPIs
achieved?
What is the customer feedback on the service? e.g. results from
customer satisfaction survey and other channels for collecting
feedback
Any other qualitative and quantitative evidence to support your
achievements?
What are the benefits of the service to the department, customers
and the general public?
25
Total: 100
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Appendix 3
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (General Public Service)”
Assessment Criteria Scores
1. Service Strategy and Objectives
What are the service objectives and Key Performance Indicators
(KPIs)?
How is the service strategy aligned with the department’s vision
and mission?
5
2. Service Design
2.1 Responsive to Customer Needs
How does the team solicit, analyze and respond positively to the
changing needs of customers?
How to balance the diverse interests of different stakeholders?
2.2 Innovative
How does the team walk the extra mile in service design?
What are the innovative elements incorporated in service design?
2.3 Environmental Friendly
Are there any environmental initiatives being incorporated in
service design?
25 10
10
5
3. Service Implementation
3.1 Customer Communication
What are the effective communication channels in place for
customers to provide feedback?
What are the efforts made to enhance customers’ understanding of
the service and to ensure effective use of the service?
What are the efforts made to handle customers’ concerns, resolve
potential conflicts, and secure public support for the service?
3.2 Teamwork, Staff Communication and Training
What are the effective communication channels and staff training
in place to ensure effective delivery of service? How to optimize
teamwork in service delivery?
3.3 Difficulties and Challenges
What are the complications in service delivery? How to overcome
the difficulties and challenges?
Any evidence to demonstrate that the team walks the extra mile to
ensure effective and innovative service delivery?
30 10
5
5
11
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (General Public Service)” (Continued)
Assessment Criteria Scores
3. Service Implementation (Continued)
3.4 Continuous Improvement
What monitoring mechanisms does the team have in place to
analyze and proactively respond to customer feedback for
continuous improvement?
What efforts has the team made in responding to staff feedback
and encouraging its staff to walk the extra mile and provide
effective and innovative services to customers?
10
4. Integrity Management
What are the efforts made to ensure adherence to the high
standards of conduct and integrity in service delivery, particularly
in the following areas: - Systems/procedures/guidelines, e.g. preventive measures
incorporated in service design, departmental instructions/publications on good conduct and integrity in service implementation;
- Education and training efforts to fortify the value of integrity and nourish an ethical culture, e.g. involvement of senior management and coverage of staff in educational initiatives, tailor-made training for particular groups of staff; and
- Monitoring and review mechanisms, e.g. a dedicated steering group to draw up/review integrity management work plan/efforts, established channels to collect staff feedback.
What benefits have been brought to the customers/staff in
implementing the integrity management initiatives?
10
5. Customer Feedback and Results
In what ways that the service achieved its objectives and KPIs?
What is the customer feedback on the service? e.g. results from
customer satisfaction survey or other channels for collecting
feedback
Any other qualitative and quantitative evidence to support your
achievements?
How has the team made effective use of available resources?
What are the ultimate benefits of the service to the department,
customers and the general public?
30
Total: 100
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Appendix 4
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (Specialised Service)”
Assessment Criteria Scores
1. Service Strategy and Objectives
What are the service objectives and Key Performance Indicators
(KPIs)?
How is the service strategy aligned with the department’s vision
and mission?
5
2. Service Design
2.1 Responsive to Customer Needs
How does the team solicit, analyze and respond positively to the
changing needs of customers?
How to balance the diverse interests of different stakeholders?
2.2 Reliable and Professional
Is the service safe, reliable and adhering to professional/ industry/
international standards?
2.3 Innovative
How does the team walk the extra mile in service design?
What are the innovative elements incorporated in service design?
2.4 Environmental Friendly
Are there any environmental initiatives being incorporated in
service design?
30 10
5
10
5
3. Service Implementation
3.1 Customer Communication
What are the effective communication channels in place for
customers to provide feedback?
What are the efforts made to enhance customers’ understanding of
the service and to ensure effective use of the service?
What are the efforts made to handle customers’ concerns, resolve
potential conflicts, and secure public support for the service?
3.2 Teamwork, Staff Communication and Training
What are the effective communication channels and staff training
in place to ensure effective delivery of service? How to optimize
teamwork in service delivery?
3.3 Difficulties and Challenges
What are the complications in service delivery? How to overcome
the difficulties and challenges?
Any evidence to demonstrate that the team walks the extra mile to
ensure effective and innovative service delivery?
30 10
5
5
13
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (Specialised Service)” (Continued)
Assessment Criteria Scores
3. Service Implementation (Continued)
3.4 Continuous Improvement
What monitoring mechanisms does the team have in place to
analyze and proactively respond to customer feedback for
continuous improvement?
What efforts has the team made in responding to staff feedback
and encouraging its staff to walk the extra mile and provide
effective and innovative services to customers?
10
4. Customer Feedback and Results
In what ways that the service achieved its objectives and KPIs?
What is the customer feedback on the service? e.g. results from
customer satisfaction survey or other channels for collecting
feedback
Any other qualitative and quantitative evidence to support your
achievements?
How has the team made effective use of available resources?
What are the ultimate benefits of the service to the department,
customers and the general public?
35
Total: 100
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Appendix 5
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (Regulatory/Enforcement Service)”
Assessment criteria Scores
1. Service Strategy and Objectives
What are the service objectives?
How is the service strategy aligned with the department’s vision
and mission?
5
2. Service Design
2.1 Responsive to Customer Needs
How does the team solicit, analyze and respond positively to the
changing needs of customers?
How has the team balanced the enforcement of regulations and the
diverse interests of different stakeholders?
2.2 Innovative
How does the team walk the extra mile in service design?
What are the innovative elements incorporated in service design?
2.3 Environmental Friendly
Are there any environmental initiatives being incorporated in
service design?
25 10
10
5
3. Service Implementation
3.1 Communication with Stakeholders
What are the effective communication channels in place for
stakeholders to provide feedback?
What are the efforts made to handle stakeholders’ concerns,
resolve potential conflicts, and secure public support for the
service?
3.2 Teamwork, Staff Communication and Training
What are the effective communication channels and staff training
in place to ensure effective service delivery? How to optimize
teamwork in service delivery?
3.3 Difficulties and Challenges
What are the complications in service delivery? How to overcome
the difficulties and challenges?
Any evidence to demonstrate that the team walks the extra mile to
ensure effective and innovative service delivery?
30 10
5
5
15
Civil Service Outstanding Service Award Scheme 2015 Assessment Criteria for “Team Award (Regulatory/Enforcement Service)” (Continued)
Assessment criteria Scores
3. Service Implementation (Continued)
3.4 Continuous Improvement
What monitoring mechanisms does the team have in place to
analyze and proactively respond to stakeholders’ feedback for
continuous improvement?
What efforts has the team made in responding to staff feedback
and encouraging its staff to walk the extra mile to ensure
effective and innovative service delivery?
10
4. Integrity Management
What are the efforts made to ensure adherence to the high
standards of conduct and integrity in service delivery, particularly
in the following areas: - Systems/procedures/guidelines, e.g. preventive measures
incorporated in service design, departmental instructions/publications on good conduct and integrity in service implementation;
- Education and training efforts to fortify the value of integrity and nourish an ethical culture, e.g. involvement of senior management and coverage of staff in educational initiatives, tailor-made training for particular groups of staff; and
- Monitoring and review mechanisms, e.g. a dedicated steering group to draw up/review integrity management work plan/efforts, established channels to collect staff feedback.
What benefits have been brought to the customers/staff in
implementing the integrity management initiatives?
10
5. Results
In what ways that the service achieved its objectives?
How are the results measured?
How has the team made effective use of available resources?
What are the ultimate benefits of the service to the department,
stakeholders and the general public?
30
Total: 100
16
Appendix 6
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (Crisis/Incident Support Service)”
Assessment Criteria Scores
1. Service Planning
1.1 Objectives
What are the service objectives?
How does the team solicit and analyze information of the
crisis/incident when formulating the service objectives?
1.2 Responsive to Customer Needs
How responsive, effective and user-friendly is the service?
How to make effective use of available resources to provide
support to the crisis/incident?
How are the needs of target recipients, staff and other stakeholders
incorporated in the service?
1.3 Innovative
How does the team walk the extra mile in service design?
What are the innovative elements incorporated in service design?
30
5
15
10
2. Service Implementation
2.1 Teamwork and Staff Communication
What are the effective staff communication channels in place to
ensure effective delivery of service? How to optimize teamwork
in service delivery?
2.2 External Communication
What are the effective external communication channels in place
to ensure the public and media’s understanding of the service?
2.3 Difficulties and Challenges
What are the complications in service delivery?
How to overcome the difficulties and challenges?
Any evidence to demonstrate that the team walks the extra mile to
ensure effective and innovative service delivery?
40 10
10
20
3. Customer Feedback and Results
In what ways that the service achieved its objectives?
How are the results measured?
What is the customer feedback on the service?
What is the lesson learned for continuous improvement?
30
Total: 100
17
Appendix 7
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (Internal Service)”
Assessment Criteria Scores
1. Service Strategy and Objectives
What are the service objectives and Key Performance Indicators
(KPIs)?
How is the service strategy aligned with the department’s vision
and mission?
5
2. Service Design 2.1 Responsive to Customer Needs
How does the team solicit, analyze and respond positively to the
changing needs of customers?
How to balance the diverse interests of different stakeholders?
2.2 Innovative
How does the team walk the extra mile in service design?
What are the innovative elements incorporated in service design?
2.3 Environmental Friendly
Are there any environmental initiatives being incorporated in
service design?
30 15
10
5
3. Service Implementation
3.1 Customer Communication
What are the effective communication channels in place for
customers to provide feedback?
What are the efforts made to enhance customers’ understanding of
the service and to ensure effective use of the service?
What are the efforts made to handle customers’ concerns, resolve
potential conflicts, and secure customers support for the service?
3.2 Teamwork, Staff Communication and Training
What are the effective communication channels and staff training
in place to ensure effective delivery of service? How to optimize
teamwork in service delivery?
3.3 Difficulties and Challenges
What are the complications in service delivery? How to overcome
the difficulties and challenges?
Any evidence to demonstrate that the team walks the extra mile to
ensure effective and innovative service delivery?
30 10
5
5
18
Civil Service Outstanding Service Award Scheme 2015
Assessment Criteria for “Team Award (Internal Service)” (Continued)
Assessment Criteria Scores
3. Service Implementation (Continued)
3.4 Continuous Improvement
What monitoring mechanisms does the team have in place to
analyze and proactively respond to customer feedback for
continuous improvement?
What efforts has the team made in responding to staff feedback
and encouraging its staff to walk the extra mile and provide
effective and innovative services to customers?
10
4. Customer Feedback and Results
In what ways that the service achieved its objectives and KPIs?
What is the customer feedback on the service? e.g. results from
customer satisfaction survey or other channels for collecting
feedback
Any other qualitative and quantitative evidence to support your
achievements?
How has the team made effective use of available resources?
What are the ultimate benefits of the service to the department,
customers and the general public?
35
Total: 100