civil service outstanding service award scheme 2015 scheme ... · civil service outstanding service...

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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


Responsiveness to

Customer Needs Note 2

$2,000 $2,000 $2,000 $2,000 $2,000


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


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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Assessment Criteria for “Partnership Award” (Continued)


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?

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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


Assessment Criteria for “Departmental Service Enhancement Award”


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?

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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?

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Assessment Criteria for “Departmental Service Enhancement Award” (Continued)


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


Are the department’s service enhancement objectives and KPIs

achieved?


customer satisfaction survey and other channels for collecting

feedback


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


Assessment Criteria for “Team Award (General Public Service)”




(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?


Are there any environmental initiatives being incorporated in

service design?

25 10

10

5

3. Service Implementation




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?



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

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Assessment Criteria for “Team Award (General Public Service)” (Continued)


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?

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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


In what ways that the service achieved its objectives and KPIs?



feedback


achievements?

How has the team made effective use of available resources?

What are the ultimate benefits of the service to the department,


30

Total: 100

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Appendix 4


Assessment Criteria for “Team Award (Specialised Service)”




(KPIs)?


and mission?

5

2. Service Design





2.2 Reliable and Professional

Is the service safe, reliable and adhering to professional/ industry/

international standards?

2.3 Innovative





service design?

30 10

5

10

5








potential conflicts, and secure public support for the service?










30 10

5

5

13


Assessment Criteria for “Team Award (Specialised Service)” (Continued)










10





feedback


achievements?




35

Total: 100

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Appendix 5


Assessment Criteria for “Team Award (Regulatory/Enforcement Service)”

Assessment criteria Scores


What are the service objectives?


and mission?

5

2. Service Design




How has the team balanced the enforcement of regulations and the

diverse interests of different stakeholders?

2.2 Innovative





service design?

25 10

10

5


3.1 Communication with Stakeholders


stakeholders to provide feedback?

What are the efforts made to handle stakeholders’ concerns,

resolve potential conflicts, and secure public support for the

service?



in place to ensure effective service delivery? How to optimize







30 10

5

5

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Civil Service Outstanding Service Award Scheme 2015 Assessment Criteria for “Team Award (Regulatory/Enforcement Service)” (Continued)

Assessment criteria Scores




analyze and proactively respond to stakeholders’ feedback for



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?



stakeholders and the general public?

30

Total: 100

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Appendix 6


Assessment Criteria for “Team Award (Crisis/Incident Support Service)”


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?


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



30

5

15

10


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?


What are the complications in service delivery?

How to overcome the difficulties and challenges?



40 10

10

20


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

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Appendix 7


Assessment Criteria for “Team Award (Internal Service)”




(KPIs)?


and mission?

5

2. Service Design 2.1 Responsive to Customer Needs




2.2 Innovative





service design?

30 15

10

5








potential conflicts, and secure customers support for the service?










30 10

5

5

18


Assessment Criteria for “Team Award (Internal Service)” (Continued)










10





feedback


achievements?




35

Total: 100

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