To pursue service excellence and our client's satisfaction, our projects are well-planned and managed. We also conduct Client Satisfaction Surveys and Post Occupancy Evaluation (POE) exercises to enhance our stakeholder engagement.
- Our Works
In our annual Client Satisfaction Survey, the Overall Satisfaction Index achieved in 2008 is 80.7%, which is the same as that achieved in 2007.
o raise the awareness of construction site safety, we have implemented a wide range of schemes to motivate our contractors and staff to build a safe and pleasant construction site environment, such as Construction Wit posters, a new Operational Instruction No. 4/2008 for enhancement measures on site safety, workshops and training courses.
Project Quality
We endeavour to provide quality public facilities in a sustainable manner as a way of focusing on greener buildings. We integrate environmental protection and health & safety measures into all stages of our operations and project development, from planning, design, procurement and construction to maintenance and demolition or reuse. By integrating these sustainability principles into our strategy and management approach, we maintain high standards of work and play a key role in cultivating a sustainable built environment.
In assessing the quality of our work, we continue to engage our stakeholders, particularly our clients, through a number of ways to collect their valuable feedback.
Client Satisfaction Survey
In our annual Client Satisfaction Survey, the Overall Satisfaction Index achieved in 2008 is 80.7%, which is the same as that achieved in 2007.
We believe that our clients' comments on the quality of our projects are essential to help us enhance our performance and green building standards. Through the quarterly Client Satisfaction Surveys (CSS), we collect feedback on a number of issues including the greening of internal and external environment, energy conservation measures as well as the sustainable use of building materials and recycled products.
In 2008, we surveyed 32 projects and the Overall Satisfaction Index achieved was 80.7% which was the same as that achieved in 2007. However, the percentage of 'Totally Satisfied and Very Satisfied' rating dropped from 74% in 2007 to 68.3% in 2008.
Post Occupancy Evaluation
As part of our commitment to pursue clients' satisfaction and address their concerns, we have adopted a Post Occupancy Evaluation approach, POE, on selected recently completed buildings. The exercise reviews the actual building performance and concentrates on the key evaluation issues of operational performance monitoring, handover issues, energy review as well as an evaluation of new technologies. This is to ensure that the building's facilities are functioning according to the original design intent and fulfil the clients' needs in terms of functional requirements and performance.
In December 2008, we began a consultancy review to enhance the scope of our POE so as to include architectural as well as building services elements, and we will report more on this exercise in our next report.
Response to Stakeholders' Concerns
A good partnership with our stakeholders is essential for achieving long-term sustainability. To this end, we encourage two-way communication, cooperation and experience sharing and welcome comments and enquiries from stakeholders on our performance and quality of works.
We have a complaint and enquiry handling system in place to register stakeholders' enquiries. In 2008, 403 complaints and 20,343 enquiries were received. The enquiries ranged from landscaping and environmental issues to architectural and technical issues. In order to track our follow-up actions to ensure that their concerns are adequately responded to in a timely manner, we have developed a departmental quality objective and target for this. All enquiries or complaints should be replied to within 10 days, except enquiries/ complaints from Integrated Call Centre, (ICC), related to environmental hygiene which are to be replied to within three days. In 2008, we attained 100% achievement for this target.
Comment from our client:
"We appreciate the barrier free accessibility design and environmental friendly design for our public users. As a continuous improvement, we would be happy to see that ArchSD continues its momentum to enhance the diversity of parks and facilities with a fusion with the original environment."
Mr Gary Lau
Senior Executive Officer (Planning)
Leisure and Cultural Services Department
Our response:
Over the years, we have enhanced the design of our parks and facilities so that they blend in better within their individual environments. We will continue our effort and will work closely with our client at the project design stage in order to build facilities that are environmentally sustainable, user-friendly and relate well to their particular locations.
ArchSD