Performance Pledges

It has always been the goal of the Immigration Department to render efficient and courteous services to members of the public while maintaining effective immigration control.

With this in mind, the Department launched its performance pledges in December 1992. Since then, performance pledges have been published annually. Through these pledges, members of the public are informed of the standards of service which they can expect from the Department in its immigration clearance work, registration of births, deaths and marriages, and issuing of identity cards, travel documents and visas. They are also advised what they can do when the standards are not met.

Immigration Department Users' Committee

For the purpose of effectively monitoring the performance of the Department on the pledges made, a Users’ Committee has been established since September 1993. It is chaired by the Director of Immigration. Members include representatives from various trades and industries concerned. The Committee meets half-yearly to monitor and review the fulfillment of performance pledges, advises the Director of Immigration on areas of service that may require improvements, and helps determine the level of resources required to achieve the standards set.

Performance

Visas and Permits

Pledges for different types of entry visa applications were generally achieved. In 2013, 98.5 per cent of employment visa applications were finalised within four weeks, exceeding the pledge of 90 per cent within four weeks. For other visa applications, 98.4 per cent were finalised within six weeks, exceeding the pledge of 90 per cent within six weeks. As regards visit visa applications, 100 per cent were finalised within the pledged four weeks.

In the same period, all applications for HKSAR Travel Passes, working holiday visas, entry permits for Mainland fisherman deckhands, entry permits under the Admission Scheme for Mainland Talents and Professionals, and multiple entry permits for Chinese residents of Taiwan working, studying or residing in Hong Kong met the pledged standards. As regards iPermit and Pre-arrival Registration for Taiwan residents, all applications were finalised with results made known to the applicants on the day of application, whereas 95.8 per cent of multiple visit permits for Taiwan residents for a stay of 30 days were finalised within the pledged two working days. For applications for Certificate of Entitlement to the Right of Abode in the HKSAR, 100 per cent of the applications were finalised within three months, exceeding the pledge of 90 per cent within three months.

Immigration Control Points

In 2013, all the control points were able to clear Hong Kong residents within 15-minute waiting time. As regards visitors, the Airport Control Point cleared 99.6 per cent of visitors within 15-minute waiting time, which was better than the pledged standard. For other control points at the China Ferry Terminal, the Macau Ferry Terminal, the Kai Tak Cruise Terminal, Lo Wu, Hung Hom, Lok Ma Chau Spur Line, Lok Ma Chau, Man Kam To, Sha Tau Kok and Shenzhen Bay, they were able to clear on average over 98.3 per cent of the visitors within 30 minutes.

Registration of Identity Cards

In 2013, the performance pledge that registration of identity card could be completed at counter within 75 minutes was generally achieved, while all identity cards would be issued on the 10th working day. Moreover, 100 per cent of the applicants could be provided with service on the day of attendance.

Registration of Births, Deaths and Marriages

The pledged processing time of 30 minutes at the counter for registration of births and deaths, and for giving notice of intended marriage was generally met in 2013. Moreover, the pledge of issuing certified copy of birth, death or marriage certificate within nine working days (issuing within 10 minutes if the birth or death records concerned have been converted as computer records) was also achieved.

Travel Documents

In 2013, the pledges of issuing HKSAR passport and Document of Identity for Visa Purposes within 10 working days and issuing HKSAR passport to a child applicant not holding a Hong Kong permanent identity card in 14 working days were met. Moreover, the pledge of issuing Seaman's Identity Book and Re-entry Permit on the same day of application was also achieved.

For refund in respect of travel document applications, the pledge of completing the internal procedures in 20 working days was met.

Chinese Nationality Matters

In 2013, the pledge that 100 per cent of applicants would be issued with confirmation letters on declaration of change of nationality on the same day of application was achieved. The pledge that 80 per cent of applications for renunciation of Chinese nationality would be finalised within two months was also met. As regards applications for naturalisation as a Chinese national and restoration of Chinese nationality, the pledge of finalising 80 per cent of the applications within three months after receipt of all necessary supporting documents was achieved.

Customer Service

Immigration Department Homepage

The Department’s homepage (www.immd.gov.hk) is available in traditional Chinese, simplified Chinese and English versions. It contains up-to-date information on immigration services and gives Internet users the convenience of downloading commonly used application forms. The homepage has adopted the Web Accessibility Design with effect from January 2013, ensuring the content is available for all, including not only persons with disabilities, but also persons with specific difficulties such as the elderly and persons beset with colour-blindness, cognitive and physical issues such as dyslexia, etc.

Courtesy Campaign

To foster a customer-focused service culture and to enhance staff commitment, the Most Courteous Immigration Control Officers election campaign was held in November 2013 for the 18th consecutive year. The winners were elected through voting by travellers at immigration control points. The officer with the highest number of votes was also appointed by the Hong Kong Tourism Board as the 'Hong Kong Courtesy Ambassador'. This activity helps promote tourism.

Customer Feedback

The Department treasures all customer feedback, be it praises or complaints. Positive feedback from the public not only recognises our efforts in providing quality services, but also provides the foundation for maintaining the Department’s service standards. In 2013, the Department received some 2 800 letters of appreciation and notes of thanks.

On the other hand, complaints against the Department are monitored and reviewed by the Customer Services Unit. In 2013, 32 complaints were received, representing a decrease of 15.8 per cent as compared to 38 in 2012. The reduction was mainly due to the staff’s concerted effort in providing courteous and quality services to the public. Complaints received are treated positively and constructively as a source of inspiration for further improvement. In the course of processing complaints, the Department has the opportunity to examine the quality of services from different perspectives so as to better ourselves in meeting the expectations of our community.

Assistance to Persons with Disabilities

It is the Government’s established policy objective to provide a barrier-free environment for persons with disabilities with a view to enabling them to access to premises and make use of the facilities and services therein on an equal basis with others, thereby facilitating them to live independently and fully integrate into the community. Under this context, the Department has completed a major retrofitting programme to enhance the Department’s facilities and provide a barrier-free environment as far as possible. Staff, especially frontline staff members who have frequent and direct contact with members of the public are provided with adequate training to deal with the public in a fair and just manner. Officers would take account of the needs of persons with disabilities, handle them in an appropriate manner and render every possible assistance.

To enable visually impaired persons to perform self-service departure clearance, the Department introduced the first e-Channel equipped with voice navigation function at the Departure Hall of the Lok Ma Chau Spur Line Control Point in September 2013 as a pilot run. Voice instructions would be given to guide the user through the entire clearance process.

The Government has also been actively promoting web accessibility to facilitate persons with disabilities to access online information and services and enhance their user experience. In order to deliver messages wider across and improve the general usability, the Department has enhanced the departmental website to conform to the Web Content Accessibility Guidelines Version 2.0 Level AA promulgated by the World Wide Web Consortium.

Civil Service Outstanding Service Award Scheme 2013

In the Civil Service Outstanding Service Award Scheme 2013 organised by the Civil Service Bureau, the Department was awarded the Team Award (General Public Service) Special Citation (Integrity Management) in recognition of our integrity management practices in providing public services.

The Ombudsman’s Awards 2013

Two members of our Department received The Ombudsman’s Awards 2013 for Officers of Public Organisations, making 2013 the 15th consecutive year that our officers were awarded. The awards were given in recognition of the Department’s professional and proactive attitude towards handling complaints as well as our concerted efforts in providing quality services to the public.

The Secretary for the Civil Service’s (SCS) Commendation Award Scheme 2013

Administered by the Civil Service Bureau, the SCS’s Commendation Award Scheme aims at commending civil servants in recognition of their consistently meritorious performance. In 2013, four members of the Department were commended under the Scheme. Since the introduction of the Scheme in 2004, it had been the 10th consecutive year that our staff members were commended.

Caring Organisation

In recognition of our contributions in caring for the community, employees and environment, the Department has been awarded the Caring Organisation Logo by the Hong Kong Council of Social Service since 2006 and further awarded the 5 Years Plus Caring Organisation Logo since 2012. In addition, three of our staff were awarded as Caring Ambassadors in the same year for their active participation and support to the society. The Department was also included in the List of Barrier-free Companies / Organisations in 2013/14 for our proactive support in barrier-free environment and culture. The Department received the Bronze Award for the Corporate and Employee Contribution Programme organised by the Community Chest in 2013 as well.

Sustainable Development

In the face of ever changing conditions, the Department attaches great importance to staff’s sustainable development. With the creation of a learning culture within the Department, staff members are encouraged to keep pace with society and strive for excellence. The Immigration Service Institute of Training and Development regularly reviews the departmental training strategy and provides staff with updated job knowledge and management skills through a variety of training programmes. This not only enhances the overall work efficiency, but also contributes to sustainable development in both the Department and staff.