大涌桥路城门河畔划艇会对面的露天看台钢索折断.pptVIP

* * * * * * * * * * * * * * * * * * The 1823 Integrated Call Centre a Case Study 11 December 2008 * 1823’s role in Complaint Handling To serve as a bridge between citizens and participating departments To monitor case progress To measure performance To identify problems How Are we Doing 1823’s role in Complaint Handling * Complaint Handling Profile 300,000 calls a month Central Repository for HyD, LCSD and TD 1823 As a Bridge * Service Level Agreement to monitor Acknowledge Receipts, Interim Reply, Final Reply Reminders and Escalations Management information on overdue cases Dedicated Complaints Handling Team Monitor Case Progress * Assignments to the ‘responsible department’ in buck-passing cases Examples of buck-passing cases (recreation facility and vegetation management) Early alert to departments, e.g. LPG cylinders Daily Risk Assessment, e.g. Lift safety, Melamine in milk products Monitor Case Progress (Cont’d) * 大涌橋路城門河畔划艇會對面的露天看台鋼索折斷 Broken wire and benches of a public stand at Tai Chung Kiu Road, Shatin Case - Tai Chung Kiu Road, Shatin * LCSD Outside their jurisdiction HyD Concerned location and facilities not under the maintenance of HyD LandsD Most similar government recreation facilities did not obtain any Government Land Allocation or there had been no formal handover procedures from the then old Territory Development Department (TDD) period. Cannot confirm management responsibilities May be erected by CEDD (Former TDD) or ArchSD No record/information Facilities in poor condition, other parts may collapse soon Case - Tai Chung Kiu Road, Shatin (Cont’d) * HAD Unallocated government land, to refer to LandsD to follow-up DLO Not under their maintenance responsibility LCSD All along, they have not taken up the management and maintenance of the stand Case - Tai Chung Kiu Road, Shatin (Cont’d) (More than 1 month) * Case - Tai Chung Kiu Road, Shatin (Cont’d) EU Hqs raised with concerned departments DLO convened a meeting with CE