Innovation and Strategic Resource
Management
Immigration Department

Exemplary Services@Gov
2009
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"With its effective use of resources and strategic management, comradeship and innovation, coupled with the support of information technology, the Immigration Department (ImmD) has been able to meet the growing demand for services and fulfil its pledges"Mrs CHUI CHAN Wai-kuen, Assistant Principal Immigration Officer (Service Support and Public Relations) said. The performance pledges of the department, which were developed in 1992, have been expanded to cover 6 service types, 29 service items and 40 service standards.

Effective Use of Resources and Strategic Management

As the ImmD's performance pledges have been expanded to cover wider service areas and job varieties, the department has leveraged on information technology and a well-established human resource management system to sustain its growth and development. Citing immigration services as an example, Mr CHEUNG Man-keung, Chief Immigration Officer (Information and Liaison) said, "The department will collate and analyse passenger traffic statistics for the purpose of staff deployment planning. Emergency Response Team will be set up, where necessary, for flexible staff deployment. By real-time monitoring of traffic situation, the hardware facilities at control points will be flexibly employed and the operation mode of the e-Channels will be reversed in the light of the change of passenger flow. Moreover, with the Border Liaison mechanism at the Boundary Joint Command Centre in place, and announcements made to the public about traffic situation at various control points to facilitate full utilization of individual control points, the handling capacity of passengers at boundary control points are enhanced." In 2008, the Airport Control Point was able to clear 99% of visitors within 15 minutes waiting time, which has exceeded the 92% set under the pledge. The department's outstanding management of passenger and vehicular traffic has served as a role model for its counterparts in other regions and has enhanced the international status of Hong Kong.

Comradeship and Innovation

The ImmD has listened to the views of the public through various channels and collected feedback and suggestions from related sectors through the Immigration Department Users' Committee. Internally, it has encouraged its staff to forward their views through platforms like the "Staff Suggestion Scheme"to share the experiences gained with a view to streamlining the work processes.

Miss LAM Pui-ling, Senior Immigration Officer (Service Support) cited the trial run of the e-Channel System as an example. She said, "During the trial stage, we found that many users of the system could not get through the e-Channel because of the wrong positioning of their fingers or cards. To get round the problem, we have added an indicative label and a fingerprint-guard on the fingerprint scanner."

Strong team spirit has been conducive to service enhancement, and the formation of the Emergency Response Team is an example. It is formed by voluntary off-duty staff from different sections to strengthen the deployment capability of the department. Moreover, the department has also met the demand of the time by implementing the Quality Migrant Admission Scheme in support of the Government's policy, and introducing new initiatives like the Civil Celebrants of Marriages Scheme.

Mrs CHUI CHAN Wai-kuen, Assistant Principal Immigration Officer (Service Support and Public Relations) (middle) pointed out that the performance pledges of the department cover 6 service types and a broad spectrum of services. To the left is Mr CHEUNG Man-keung, Chief Immigration Officer (Information and Liaison) and to the right is Miss LAM Pui-ling, Senior Immigration Officer (Service Support)
The ImmD is committed to providing professional services to the public and visitors in an efficient and courteous manner.
The ImmD's "Easy Send" self-service kiosks allowed submission of applications for the HKSAR passports in a convenient way.
Flexibility in the use of hardware at control points is conducive to effective management of passenger traffic.