Embracing Change Achieving higher public service standards by Mary Luk Government departments, like commercial businesses, are more aware than ever about the need to deploy technology and provide efficient services for the public If you are planning to get a government licence to open a fast-food restaurant, you currently have to apply to at least three departments: the Food and Environmental Hygiene, Fire Services and Buildings Departments. There is no guarantee how long the whole process of obtaining permits will take. It may take weeks, if not months, before you can get your business up and running. Much of this red tape could soon be eliminated or replaced by simpler and faster processes to assist business start-ups and operations. The government's Efficiency Unit (EU) is now conducting a feasibility study and looking into the possibility of creating a one-stop shop for applications for various licences and permits. The intention is to save the public from going to different departments repeating similar procedures. The EU is also exploring mechanisms and systems that allow departments to share information more efficiently. This would enable the public to obtain government information through a single source without having to approach more than one department. David Pao, acting head of the Efficiency Unit, says the deployment of high technology is closely related to efficiency and cost effectiveness and also relevant to integrity. "Government administration often involves many layers of work to ensure thoroughness and integrity. High-tech solutions simplify the process but, in the public interest, we cannot always change things just for the sake of efficiency," he explains. "Ten years ago, most government services were over the counter but we now use technology, email and the telephone to provide around-the-clock services" Community needs The Efficiency Unit (set up in May 1992) aims to promote a measurable and timely transformation in the management and delivery of public services so as to meet the community's needs as effectively and efficiently as possible. Their work mainly involves identifying opportunities for performance enhancement and designing practical solutions to improve government operations. Over the past decade, various types of reform have already been undertaken. Civil servants are expected to be more efficient in delivering services and the government has frozen recruitment for budgetary reasons, cutting civil service manpower from 190,000 in 1997 to the present 174,000. All departments now have clear objectives built into their performance pledges which are continuously enhanced to meet public demand. Private sector involvement Many departments have also looked to the private sector for innovation and resources. Mr Pao regards outsourcing as a means for civil servants to focus on priorities and core services. "With civil servants concentrating on core services, there is better value for money for taxpayers," he adds. The latest EU survey found that of the 78 bureaux and departments and 19 service categories, 86 percent of respondents were now undertaking outsourcing activities. As of December 2002, there were 4,855 outsourcing contracts valued at HK$199 billion and annual expenditure of HK$65 billion. This represents 40 percent of total annual government expenditure. In 2000, the expenditure on outsourcing was only HK$32 billion. The EU is now actively promoting the understanding and use of public private partnerships (PPPs) to deliver various infrastructure projects and services. This will encourage innovation and flexibility, as well as providing access to private finance. Mr Pao says, "Private sector involvement is particularly pertinent in tackling budget deficits. It is also aimed at helping to boost the economy by generating business opportunities and stimulating local and foreign investment." Shared services centre Recognising public frustration about often "taking the long way round" before reaching the appropriate government department, the EU acted as a catalyst in piloting a shared services centre to enhance customer services. In July 2001, it started the Integrated Call Centre which now handles more than one million calls a year about government services for 14 departments. Most calls are general enquiries, the rest are complaints, suggestions and compliments. Of the complaints, about 90 percent are resolved at the time of the first call. The centre now employs 140 full-time call agents and operates 24 hours a day. Mr Pao points out that advanced technology has made a great difference. "Ten years ago, most government services were over the counter but we now use technology, email and the telephone to provide around-the-clock services," he says. Public sector reform Reforming public services is important at any time since they are very much part of our daily lives. They define the difference between good and bad quality of life for HK citizens. Mr Pao describes the reform process as a never-ending journey. "It is a continuing process to optimise the use of scarce resources we have in delivering the best available public services we can. We know there is simply no alternative to this continuous pursuit of excellence," he says. BEFORE & AFTER Before - Previously, members of the public found it difficult to access government services - Number of civil servants in 1997 was 190,000 - Increasing demands for services led to over-stretched resources and reduced morale - Outsourcing expenditure in 2000 was HK$32 billion After - Around-the-clock services using technology leading to increased public satisfaction - Present number of civil servants is 174,000, doing more with less - Using private sector resources allows civil servants to focus on priorities whilst benefiting the private sector economy - Outsourcing expenditure in 2002 was HK$65 billion Taken from Career Times 16 April 2004 Your comments are welcome at [email protected]