First
Government Department to Obtain ISO 9001 Corporate Certificate
EMSD was the first government department to obtain the ISO 9001 Corporate
Certificate, awarded in August 1999.
Customer
Service Award
Staff from the EMSTF Municipal Sector Division won the Internal Support
Services Group Championship in the Civil Service Bureau's Customer Service
Award 1999 for their outstanding service to customers.
Preparing
Customers for "Untying"
To help clients understand Financial Circular No. 9/99 issued in June
1999 in relation to the untying of services, EMSTF held a series of seminars
and published information packs and brochures, to ensure that clients
would have the necessary information to make an informed choice.
Smooth
Y2K Transition
EMSTF successfully
supported all its clients through the Y2K transition, providing advice
and technical support for testing and rectification of embedded systems,
contingency planning and provision of stand-by support during the roll-over
period. We also played a key role in supporting the Information Technology
and Broadcasting Bureau in the coordination of the various sectors in
Hong Kong, to ensure a smooth Y2K roll-over.![](images/4.gif)
Improvement
Teams Save Costs
More than 80 works improvement and business process improvement teams
in the EMSTF workforce actively explored opportunities to improve processes
and practices, saving more than $18 million in annual recurrent costs.
Another 20 teams helped to implement the 5-S operational practices.
Commitment
to Sustainable Development![](images/5.gif)
EMSD published its first environmental report in February 2000. Environmental
policies guide every aspect of its operations, and work is well underway
to obtain ISO 14000 certification, the internationally recognised environmental
management system standard, by the end of 2000.
A
Healthier Workplace for Customers
Indoor air quality measurements and improvements, and energy efficiency
enhancement programmes are some of EMSTF's latest services, helping clients
to create a healthier workplace and increase staff productivity.
Customer
Newsletter Launched![](images/7.gif)
EMSTF launched VoiceLink, its first customer newsletter, in December 1999
to keep customers informed of the latest news and to provide a two-way
communications link with customers.
Tailored
Staff Training to Enhance Service Culture
Customer service training became mandatory since the year 2000 for all
3,000 front-line staff. Multi-skills training was also introduced to enhance
productivity and one-stop services.
New
Service Level Agreements Create Greater Value for Clients
EMSTF has begun to offer longer-term Service Level Agreements at very
attractive prices, designed to help clients save even more in the long
run through ongoing productivity improvement initiatives.
Independent
Business Consultancy and Market Research![](images/9.gif)
EMSTF commissioned an independent study in September 1999 to look into customer
opinions, market analysis and competitor analysis. The study provides valuable
data and insight for strategic planning, to enhance EMSTF services for clients.
|