Caring from the Heart – Linking
People and Delivering Business
Hongkong Post

Exemplary Services@Gov
2013

The Hongkong Post pledges to provide on-time, reliable, convenient and value-for-money postal services. With more than 170 years' history serving the Hong Kong community, the Hongkong Post has been keeping up with the times by adopting cutting-edge technologies and diversifying into new markets.

Diversifying into new markets to remain competitive

Postal services involve a number of work processes against a tight schedule. To achieve its pledge to deliver 99% of locally posted letters to local addressees by the following working day, the Hongkong Post has adopted the latest state-of-the-art technology to help speeding up the work processes. For instance, the Optical Character Recognition and Video Coding Integrated System has been installed to perform mail sorting by scanning the English addresses. Together with the dedication of its staff working every day, rain or shine, mails are delivered to all parts of Hong Kong.

With the decline in traditional correspondence in recent years, the increase in online shopping and customer expectation to track the progress of delivery, the Hongkong Post has introduced a number of new services including the online shopping mall "ShopThruPost", iMailR Service, ECShip online portal, online mail tracking, etc. to address needs of customers. Making use of its territory-wide postal network and the good reputation established for years, the Hongkong Post has also started providing onestop logistics service.

Gauging stakeholders' views and fostering employees' talent

The Hongkong Post has established various channels to listen to the views of the community across different sectors. The Customer Liaison Groups comprised of District Council members, members of the public and customers meet regularly to exchange views on directions of service improvement and other issues of concern related to Hongkong Post business. The PostalPlus for Small and Medium Enterprises (SMEs), established a decade ago, serves as a communication platform for the Hongkong Post to provide all-round postal solutions to support SMEs' operation and development.

A committed and valued workforce is essential for delivering the best service to customers. The Hongkong Post provides comprehensive training pitched at different levels for its some 7,000 employees to strengthen their professional and managerial skills, facilitate innovation, and increase their adaptability to changes. Staff are also encouraged to propose new ideas and innovative solutions for quality enhancement. A number of staff proposals are received every year and many of them are of excellent quality and adopted for implementation.

Being proactive and responsive to change, the Hongkong Post has rightly seized business opportunities, making it a strong brand in Hong Kong.

The Optical Character Recognition amd Video Coding Integrated System brings about enhanced efficiency in letter sorting.
The Optical Character Recognition amd Video Coding Integrated System brings about enhanced efficiency in letter sorting.
To promote e-commerce, the Hongkong Post launched the EC-Ship online portal to provide online portal to provide one-stop selling and shipping solution for online sellers.
To promote e-commerce, the Hongkong Post launched the EC-Ship online portal to provide online portal to provide one-stop selling and shipping solution for online sellers.
The Hongkong Post's territory-wide network provides efficient and reliable delivery service.
The Hongkong Post's territory-wide network provides efficient and reliable delivery service.