The Hong Kong Fire Services Department (FSD) has always valued opinions of the public and various stakeholders, which are collected and analysed through different channels. It sets service targets, designs and implements new services, and improves service quality through repeated reviews so as to further protect the safety of the public and frontline personnel.

Continuous improvement with diligent precautions

Smoke inhalation and the resulting suffocation is a common cause of death in firerelated accidents. To reduce the risks of citizens and frontline firemen inhaling smoke and other toxic gases, the FSD developed the world’s first “rescuee breathing apparatus”. This light and easy-to-use apparatus serves two purposes: it can provide fresh air to the people trapped in the fire or directly supplement the firemen’s own breathing apparatus. Since its launch in 2014, the apparatus has undergone many trials in real fire accidents and has successfully aided the rescue of many citizens.

In addition to upgrading hardware such as fire equipment, the FSD also pays close attention to upgrading software as it formulates response plans and improves its staff capability in accordance with the latest social developments. For example, following the initial Ebola outbreak in West Africa, the FSD quickly took precautions and developed contingency plans to ensure the safety of the public and frontline ambulancemen. The FSD not only followed recommendations from the Department of Health and instantly enhanced its anti-pandemic equipment, but also organised large scale joint exercises with other departments to equip staff with relevant knowledge and skills so that they could be prepared in the event the outbreak spread to Hong Kong.

Increasing efficiency and dedication to public service

The FSD also actively implements reforms to ensure the best use of resources and enhance the effectiveness of its work. For example, in recent years the Department has reformed the organisational structure and set up the “Fire Protection Task Force” and “Fire Safety Inspection Teams” to improve the efficiency of enforcement without increasing manpower and associated resources.

Staff contribution and involvement is a major driver for continuous improvement of services in the FSD. In 2009 the Department launched the “Vision, Mission and Values Promotion Scheme” which provides relevant trainings to meet the needs of employees at different stages so as to incorporate the values of the Department into its services and further improve its emergency services. The scheme has produced significant results as staff at all levels have actively participated. Thematic promotional plans have enhanced frontline personnel’s understanding of the departmental values and boosted positive energy. Authentic stories that demonstrate the values are most talked about among the colleagues and motivate them to serve the public from the bottom of their hearts.

The FSD has improved the service quality in various aspects through optimisation of its hardware and software, innovations and reforms, and cultivation of an excellent culture in the Department.