Evaluation of performance pledge initiative of the Hong Kong Government : progress-to-date and future directions

Pao Yue-kong Library Electronic Theses Database

Evaluation of performance pledge initiative of the Hong Kong Government : progress-to-date and future directions


Author: Chak, Shu-fai
Title: Evaluation of performance pledge initiative of the Hong Kong Government : progress-to-date and future directions
Degree: M.Sc.
Year: 1998
Subject: Civil service -- China -- Hong Kong
Customer services -- China -- Hong Kong -- Quality control
Quality assurance -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: 136, [46] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1446513
URI: http://theses.lib.polyu.edu.hk/handle/200/2708
Abstract: The last Governor of Hong Kong announced the Performance Pledge initiative in his first address to the Legislative Council on 7 October 1992. The initiative managed to attract some publicity in its early days, but gradually suffered a decline in interest. Today, one could hardly note any public discussions on the subject, or find any publicity on the initiative in the media. The official objective of the initiative is to improve the services the Government delivers to its "customers" - the public, by enhancing openness and accountability and by developing a culture of service in the public sector. Some commentators1 have expressed the view that the initiative is as capable of empowering public sector managers as empowering the public. A few cynical public sector managers even think that because of the impending change of sovereignty, there is little that the last Governor could do but to introduce a similar version of the Citizen's Charter, which he, as Chairman of the Conservative Party, has helped to formulate, to Hong Kong. This dissertation reviews the performance pledges made by the seven Phase I departments since their implementation, evaluates the accomplishment achieved, and provides some pointers on the likely future direction. It is hoped that this dissertation would provide some useful information to those who wish to have a better understanding of the initiative, and to the Hong Kong Special Administrative Region Government in considering the next steps. The main findings of this dissertation are that the performance pledge initiative is a major breakthrough in the Hong Kong civil service, without which, the Government may still remain moribund and unopen; improvements of services to the public, though limited, will unlikely be made and a change towards a culture of service will unlikely have started. Nevertheless, there is still a lot to be done by the Government in perfecting the initiative, and in enhancing the provision of quality services to the people of Hong Kong. This dissertation has concluded that, by any standards, the initiative has not made the Government nor the community worse. On the contrary, changes towards a positive and the right direction within the Hong Kong civil service have started, and are unlikely to stop. Building on this foundation, the Hong Kong civil service is in a good position to achieve the objective of the initiative. Indeed, all of us in Hong Kong would welcome the civil service's strive for excellence, and earnestly hope that the Government will continue with its efforts in the years to come.

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