Social Performance

As a responsible Government department, we are accountable to the public at large and value their input to improve the quality of our services. We engage with our stakeholders through regular Client Satisfaction Surveys and through our participation with external committees and international associations. Our stakeholders include:

• Government and related public organisations;
• Legislators;
• Construction and industry partners;
• Suppliers, consultants, and contractors;
• Academic and research groups;
• Public building users, including physically challenged groups;
• Environmental groups;
• General public; and
• International interested parties.

Client Satisfaction Survey

Since 2002, we have been collecting feedback from our clients through quarterly Client Satisfaction Surveys in regards to aspects on aesthetics, conscientious use of buildings materials and recycled resources, energy conservation as well as the greening of indoor and outdoor environment.

In 2005, to further explore the useful comments from the survey, we revised the questionnaires to cater for the needs and concerns of two different stakeholders: Building End-users & Planning Team of our client, respectively.

We are very pleased with the result of over 90% of the returned feedback rated our Overall Performance as “Satisfied” and almost half the feedback rated as “Very Satisfied”. We understand there is room for us to further improve the “Not so Satisfied” areas identified during the surveys.

Repair Call Centre

In order to deliver our services promptly, we have set up a Repair Call Centre to handle the requests received by telephone calls from end users of government properties, who need mostly quick and timely repairing works. Additionally, we arrange appointments for the end-users with the repair work contractors reliably and swiftly by a fully automated process. This process is operated by computer hardware and software which establishes the follow-up procedures required to ensure the quality of works delivered by contractors. In 2005, we processed over 300,000 cases of request using this system.

Engaging International Association

Communication with local and international building professionals provides our staff various opportunities to keep pace with the international development in construction. Since 1994, we have been a member of the International Council for Research and Innovation in Building and Construction (CIB) which is an international network offering a cross-disciplinary platform for collaboration to improve built environment.
In September 2005, we presented on the Hong Kong Wetland Park project in the World Sustainable Building Conference in Tokyo as part of the international green building conference series organised by CIB. With more than 1,700 participants from over 80 countries and regions, the conference placed it in the top rank of international organisations addressing sustainability issues.

Universal Accessibility

Our Priorities - Universal Accessibility