Intercepting Drains at Queen's Road
Central
Drainage Services Department

Exemplary Services@Gov
2009
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(Cantonese with English subtitles)

Introducing Innovative Frontline Service Turning Disagreement into the Driving Force

Unlike conventional projects, the Drainage Services Department (DSD) introduced innovative elements into the project of Intercepting Drains at Queen's Road Central (the project). With the frontline workers' knowledge of the project and active communication with the public and local shop operators, the project was completed smoothly "within the shortest time and with the least disturbance".

Technology Brought a Brand New Look

In fact, much discussion had been triggered in the community before the onset of the project. The Queen's Road Central Intercepting Team (the team) was however able to inject new elements into the project and turn disagreement into the driving force. The project site was located at the transport hub of the Central and Western District. To reduce disruption to the traffic of the area, the team adopted trenchless technology. Mr. CHAN Kin-kwong, Chief Engineer/Drainage Projects, asserted, "This technology allowed us to lay drain pipes without excavating the road surface and had therefore significantly reduced disturbance to the traffic. Although it was more costly, we would do our best to meet the needs of the shop operators and the citizens after listening to their views. Finally, we decided to use this technology at appropriate locations."

In addition, semi-transparent hoardings were erected in order not to block the shops' view. Plants were grown outside the hoardings on which information of the project was displayed. This not only improved the environment of the project site, giving it a brand new look, but also enhanced the public's understanding of the project tremendously.

As Public Relations Officers to Promote Two-way Communication

Apart from enhancing the environment of the project site, the team employed other means to strengthen communication with the public and the shop operators. The team members also made a breakthrough by playing the role of Public Relations Officers during the project period. Mr. Keith TAM, Senior Engineer/Drainage Projects, said, "Our engineering staff were conversant with the project and could promptly give the public first-hand information. And the public welcomed this friendly approach." Aside from adequate training on communication skills, the engineering staff worked flextime to lessen their work pressure.

Mr. CHU Tun-hon, Engineer/Drainage Projects, said, "We also explained the objective of the whole project to our engineering staff, telling them that the public's response would directly affect the progress of the project. We then gradually developed among ourselves a mutual understanding of how to work things out." He pointed out that holding an exhibition at the early stage of the project, visiting the shop operators every month during the project period, publishing bulletins and leaflets regularly, and setting up a 24-hour hotline helped disseminate project information more extensively and strongly encouraged the citizens to voice their opinions. With the benefit of such two-way communication, the project was completed two months ahead of schedule.

Mr. CHU Tun-hon, Engineer/Drainage Projects of DSD (first right), said that the team's close communication with the engineering staff had gradually helped develop among themselves a mutual understanding of how to work things out, which had indirectly made the project run more smoothly. From second right, Mr. TSUI Wai, JP, Assistant Director/Projects & Development, Mr. CHAN Kin-kwong, Chief Engineer/Drainage Projects and Mr. Keith TAM, Senior Engineer/Drainage Projects.
Mr. CHAN Kin-kwong, Chief Engineer/Drainage Projects, pointed out that the trenchless technology adopted in the project had significantly reduced disturbance to the traffic of the area.
Semi-transparent hoardings were erected on the periphery of the project site so as not to block the shops' view.Plants were grown outside the hoardings to give the site a new look.
An exhibition was held during the project period and dedicated staff members were assigned to explain on the spot the content and purpose of the project to the public.