ArchSD Sustainability Report 2007

Our clients are important partners who need to be engaged as we promote sustainability in Hong Kong. During 2006, we have proactively worked with a range of government departments including Independent Commission Against Corruption (ICAC), Electrical and Mechanical Services Department (EMSD), Hong Kong Police Force (HKPF), Hospital Authority (HA), and Leisure and Cultural Services Department (LCSD) through various works projects. We believe that fostering close connection and stakeholder dialogue are essential ingredients in partnering together to achieve significant improvements in sustainability.

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Whilst we proactively seek client's feedback related to customer satisfaction level, we are also aware of our responsive duties in addressing clients' requests for minor repair. To ensure repair works are arranged in a responsive, professional, and timely manner, a centralised Repair Call Centre was set up to cater for end-users of government properties. We have processed over 300,000 cases in a reliable and efficient manner. The performance of the repair works contractors are randomly checked through our clients / callers by our Repair Call Centre operators. If the contractors failed to keep the appointment as confirmed, the Repair Call Center operators will follow up with the contractors and clients immediately and initiate a non-compliance record against the contractor.

We also introduced an advanced computer program that allowed skilled technicians to focus on the problem, and provided valuable information to end-users during the call, such as call-queue status and nature of repair functions.

To increase stakeholder engagement and improve organisational performance, further developments are underway, such as:

A new Repair Web channel that streamlines the communication process between clients and operators. The provision of online access will ensure accurate and automatic records, encourage rapid response and allow 24 hour access.
A new Message Broadcasting System that encourages instant notification of updated maintenance status from technicians and operators to the client in an interactive, timely and responsive manner.

The continuous monitoring of client satisfaction and subsequent custom-made coping strategies are logical ways to ensure the optimum usage of our services and identified ways to consistently improve performance. Through quarterly Client Satisfaction Surveys (CSS), we have closely assessed client feedback in an efficient and reliable manner. Topical issues on sustainability covered in the survey include sustainable, conscientious use of buildings materials and recycled resources, energy conservation as well as the greening of internal and external environment.

Witnessing a slight decline of overall customer satisfaction, down to 77.04 (2006) from 77.71 (2005) previously, it is believed we have approached a turning point whereby an outsider’s perspective was crucial and independent advice would be worthy for consideration. Hence during 2006, we collaborated with an independent consultant who advised on altering the focus of our Client Satisfaction Survey.

A systematic approach was suggested to improve our survey and to combine data collection, and these indicate our commitment to continuous improvement. The objective of the approach is a streamlined process, focused on each client’s individual needs. The proposed method would concentrate on a few selective areas:

Tailor-made questionnaires are proposed rather than a macro “one-size-fits-all" exercise whereby the removal of technical aspects is emphasised and there are more customer satisfaction questions.
Introduction of a follow-up review mechanism whereby individual client’s critical responses could be obtained more accurately and reliably.
To engage clients more closely through experience sharing sessions and raise the level of ownership in an attempt to foster the overall importance of Client Satisfaction Surveys.

The enhancement of the Client Satisfaction Surveys will bring about more frequent interactions and relationship building with the client through regular face-to-face and telephone interviews. Client satisfaction can also be tracked at various critical project phases to represent fairly the overall client satisfaction of ArchSD. The enhancement exercise plans to be implemented in 2007 based on the findings and recommendations of the consultancy study.