A study of staff perceptions towards performance pledges on public enquiry service

Pao Yue-kong Library Electronic Theses Database

A study of staff perceptions towards performance pledges on public enquiry service


Author: Li, Yiu-kwun
Title: A study of staff perceptions towards performance pledges on public enquiry service
Degree: M.B.A.
Year: 1995
Subject: Civil service -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Management
Pages: v, 68, [32] leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1555457
URI: http://theses.lib.polyu.edu.hk/handle/200/2127
Abstract: Government organizations of developed countries are under pressure to provide services that will better meet the needs of individuals and at the same time, at less cost to taxpayers. To this end, they need to streamline and improve the organization and delivery of their services. New thinking about provision of public services is influenced by the idea of managerialism and consumer - orientation. It is believed that the management principles and practices that make the private organizations successful will equally apply to the public sector. The performance pledge programme is one of the latest Public Sector Reform initiatives in Hong Kong. It is a new initiative designed to instil a "client-based" culture of service. This customer-oriented approach would have a great impact on the culture, organization and delivery of public service. The relative success or otherwise of the performance pledge programme will mainly depend on how providers of public service perceive, respond and become committed to the new initiative. This project will examine how a selected group of service providers, i.e. the senior management and front-line staff relating to public enquiry service, perceive the performance pledge programme. On the basis of the questionnaire survey results, it is noted that both senior management and front-line staff are aware of the objectives and benefits of the performance pledge programme. However, to ensure that the new initiative is a success, it will be necessary to improve consultation with staff and users of services on the setting of standards. On-the-job training and management support to staff will also need to be improved. This project also makes reference to the two half-yearly public opinion surveys conducted by the department concerned. The survey results are encouraging. The performance pledges on public enquiry service can normally be achieved and customers are happy with the services provided.

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