TRANSPORT, SECURITY AND CENTRAL SERVICES A major focus for the Transport, Security and Central Services Division in the year under review was to strengthen its relationship with clients at all levels, using a combination of face-to-face communications such as working level seminars, and the upgrading of its 24-hour fault call centre using advanced IT technologies. The 24-hour computerised fault call centre now uses CTI technologies to enable clients to report faults or track fault repair progress with the use of a reference number. A total focus on customers is the key to the operation of the centre. Clients can now obtain information and assistance, not only with regard to the division's work, but also for any other information related to EMSTF as required. The division has also enhanced its client management system, so that clients can enjoy true one-stop shop arrangement services with a single point of contact whatever their requirements may be.   " Staying close to our customers is the key to delivering quality services. There is no other alternative. " - (From left) Lewis Ho and Stephen Lee , Transport, Security and Central Services Manager Geographic Information System (GIS) which provides instant location of highway lighting on an electronic map for speedy fault handling. Maintenance of traffic lights throughout the territory is a major area of our service. Our 24-hour fault call centre provides round- the- clock hotline service to customers. Key achievements in the year include the successful completion of the Geographic Information System (GIS) which provides instant location of highway lighting on an electronic map for speedy fault handling. It also completed the installation of an advance warning system for flood prevention for the Highways Department. The system consists of remote monitored systems in 90 major subways and vehicular underpasses throughout Hong Kong. For the Fire Services, the division successfully constructed mock-up fire rigs so that fire fighters can conduct drills with the aid of simulated fire scenarios. In the IT arena last year, the division took on the maintenance of Multi-media Learning Centres for the Correctional Services Department. It also took up a variety of new assignments such as the maintenance of electronic systems at Stonecutters' Island Sewage Treatment Works and the modification of traffic signal junctions for the implementation of the KCR-East Rail, West Rail and Light Rail projects. The division also provides sound engineering services at the newly opened Hong Kong Film Archive. Looking ahead, there are opportunities for growth as clients expand their premises and facilities. For example, the Police plan to extend their office complexes. There have also been signs of increasing client confidence in the division as seen in the increase in capital works awarded to the division. This not only contributed to revenue growth, but also enhanced long-term client relationships. Phase three of the "untying" process which begins in August 2001 will affect some of this division's clients. However, with the careful and thorough preparation in service improvements and customer relationship management made in the past few years, the division looks forward to a steady year ahead.                 Top