First Government Department to Obtain ISO 9001 Corporate Certificate
EMSD was the first government department to obtain the ISO 9001 Corporate Certificate, awarded in August 1999.

Customer Service Award
Staff from the EMSTF Municipal Sector Division won the Internal Support Services Group Championship in the Civil Service Bureau's Customer Service Award 1999 for their outstanding service to customers.

Preparing Customers for "Untying"
To help clients understand Financial Circular No. 9/99 issued in June 1999 in relation to the untying of services, EMSTF held a series of seminars and published information packs and brochures, to ensure that clients would have the necessary information to make an informed choice.

Smooth Y2K Transition
EMSTF successfully supported all its clients through the Y2K transition, providing advice and technical support for testing and rectification of embedded systems, contingency planning and provision of stand-by support during the roll-over period. We also played a key role in supporting the Information Technology and Broadcasting Bureau in the coordination of the various sectors in Hong Kong, to ensure a smooth Y2K roll-over.

Improvement Teams Save Costs
More than 80 works improvement and business process improvement teams in the EMSTF workforce actively explored opportunities to improve processes and practices, saving more than $18 million in annual recurrent costs. Another 20 teams helped to implement the 5-S operational practices.

Commitment to Sustainable Development
EMSD published its first environmental report in February 2000. Environmental policies guide every aspect of its operations, and work is well underway to obtain ISO 14000 certification, the internationally recognised environmental management system standard, by the end of 2000.

A Healthier Workplace for Customers
Indoor air quality measurements and improvements, and energy efficiency enhancement programmes are some of EMSTF's latest services, helping clients to create a healthier workplace and increase staff productivity.

Customer Newsletter Launched
EMSTF launched VoiceLink, its first customer newsletter, in December 1999 to keep customers informed of the latest news and to provide a two-way communications link with customers.

Tailored Staff Training to Enhance Service Culture
Customer service training became mandatory since the year 2000 for all 3,000 front-line staff. Multi-skills training was also introduced to enhance productivity and one-stop services.

New Service Level Agreements Create Greater Value for Clients
EMSTF has begun to offer longer-term Service Level Agreements at very attractive prices, designed to help clients save even more in the long run through ongoing productivity improvement initiatives.

Independent Business Consultancy and Market Research
EMSTF commissioned an independent study in September 1999 to look into customer opinions, market analysis and competitor analysis. The study provides valuable data and insight for strategic planning, to enhance EMSTF services for clients.