To Excel through Linking People and
Delivering Business
Hongkong Post

Exemplary Services@Gov
2009
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With "Care from the Heart" as its service philosophy, Hongkong Post (HKP) is committed to pursue quality services, thereby fulfilling its purpose of "Linking People, Delivering Business". Through service diversification, HKP aims to provide customers with services which are on time, reliable, convenient and value for money, and at the same time reinforces its corporate image on all fronts.

In Closer Touch with the Public

Ms Teresa AU, General Manager (Management Services) of HKP, said, "Through the untiring efforts of our staff, we strive to promote service excellence and enhance our corporate image." The HKP regularly conducts opinion surveys and makes use of different channels such as the "PostalPlus for SMEs" and "Customer Liaison Group" to keep track of the opinion of the public and business customers. Since 2008, HKP invites representatives from District Councils to attend the Customer Liaison Group so as to foster stronger links with local communities. In addition, through its "Partnership with the Post" programme, it works with property management companies to arrange for temporary storage of large ordinary items to facilitate mail collection by their residents.

The HKP actively organises media activities and public participation programmes to strengthen its relationship with the public and enhance their understanding on the services provided by HKP. These include group visits to post offices, promotion of philately among schools as well as letter writing and children stamps design competitions to enhance the interest of youngsters in postal services and philately. Also, Free Post Day has been held since 2004 to encourage people to send caring messages to their loved ones.

Last year, the HKP held a fundraising auction of stamp products and banknotes for the relief of Sichuan earthquake victims. Besides, members of its PostCare Club show their care to the needy communities by offering regular volunteer service.

Commitment to Service Excellence

Customer satisfaction is the key to corporate image building. Ms Au said, "In 2008-09, we fully met all our 24 performance pledges, and of special note is that over 99% of letters posted locally were delivered to addressees by the following working day."

At present, there are 127 post offices throughout the territory, including two mobile post offices serving the remote areas. As its service becomes more diversified, HKP places emphasis on review of its operational processes and training of staff with a view to boosting productivity. Apart from providing vocational training, it also organises competence development programmes, customer service training, and evening courses on languages and computer skills for staff, thus nurturing a culture of lifelong learning to foster its provision of quality service to the public.

Ms Teresa Au, General Manager (Management Services) of Hongkong Post, said that, through the untiring efforts of its staff, HKP's positive image is widely recognised in the community.
Hongkong Post emphasises its "Care from the Heart" service culture.
Over 99% of local mails are delivered to addressees by the following working day.
Hongkong Post strives to enhance the standards of its international mail services.