UNDERSTANDING AND EMPATHISING WITH THE NEEDS OF THE PEOPLE
Hong Kong Fire Services Department

Exemplary Services@Gov
2017
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The mission of the Hong Kong Fire Services Department (FSD) is to protect the lives and property of people. To accomplish this, FSD needs not only professional knowledge, rigorous training and advanced equipment, but also close collaboration with the public. Therefore, FSD always attaches great importance to communication with the public to achieve service excellence.

ENHANCING INFORMATION DISSEMINATION AND IMPROVING MEDIA COMMUNICATION SKILLS

FSD handles a lot of emergencies every day, many of which attract public and media attention. FSD must work against time to update the public with accurate information to prevent miscommunication and panic, especially when unverified news can go viral through the well-developed social media. In the emergency rescue of frost chasers in Tai Mo Shan in January 2017, FSD specially made more media announcements in view of public concern to provide up-to-date information about the situation on-site.

FSD also strengthened internal training on media skills to enhance cooperation with the media. There is a simulated media conference setting in the newly built Fire and Ambulance Services Academy, where all new recruits are required to attend media training. The facility can also be used for enhancement training for serving officers.

EXTENDING FIRE SAFETY EDUCATION TO THE WHOLE COMMUNITY

FSD increases public knowledge of fire safety by launching not only community and school promotion campaigns, but also mobile applications. In addition, FSD has been proactively reaching out to the ethnic minorities through school talks to communicate the message of fire safety and invite the aspiring ones to join the team, thereby enhancing social harmony and inclusion.

FSD gauges the views of the public through the frontline staff’s daily contacts with them and other various channels such as meetings and activities of the Public Liaison Group. The Fire Safety Ambassador Scheme and the Building Fire Safety Envoy Scheme also serve as effective platforms for mutual communication.

Public support is important to the successful discharge of duties by FSD colleagues. It also boosts their morale and motivates them to overcome challenges. FSD has won the trust and recognition of the public for its excellent service and comprehensive communication strategy. Public appreciation is seen in the awards FSD has won over the years, including the Gold Prize of the Departmental Service Enhancement Award and the Best Public Image Award in the Civil Service Outstanding Service Award Scheme, and the Gold Award of the Grand Award of Customer Service Excellence presented by the Hong Kong Association for Customer Service Excellence for three consecutive years. FSD also ranked first in a number of public opinion polls.

FSD introduces its services and career information to the ethnic minorities at Career Expo and school talks, thereby enhancing social integration.
FSD introduces its services and career information to the ethnic minorities at Career Expo and school talks, thereby enhancing social integration.
The Open Day of the Fire and Ambulance Services Academy enhanced awareness of fire safety and was well received by the public.
The Open Day of the Fire and Ambulance Services Academy enhanced awareness of fire safety and was well received by the public.
Press conference simulation strengthens the media skills of frontline staff.
Press conference simulation strengthens the media skills of frontline staff.