2018年10月至12月期間，研究公司為客戶意見調查發出共2 027份問卷，成功收回1 077份，回應率達53.1%；隨後又透過個別面談、小組討論、電話訪問等方式，細心聆聽逾百位客戶代表的意見。我們非常感謝客戶踴躍回應，以及在百忙中抽空提供寶貴意見，讓我們對客戶的需要更加了解，以便制訂改進服務質素和業務流程的措施，提供更到位的服務。
為加強與客戶的連繫，我們為去年新落成的客戶服務中心配備先進的綜合樓宇管理系統，並不斷提高系統的可用性和可靠性，讓中心員工掌握機電設施的實時運作狀態，向客戶提供實用的資訊。至於新建立的「顧客為本電子平台 — 工作管理」，我們也致力優化運作，讓客戶更容易掌握有關工作進度。
如對客戶意見調查有任何查詢，歡迎致電 2808 3804 與我們的高級工程師周旭麒先生聯絡。
Gratitude for Customers’ Support
Serving for more than two decades, the Electrical and Mechanical Services Trading Fund (EMSTF) has listened attentively to clients’ opinions to understand their needs, thereby formulating and implementing effective improvement measures to provide quality services for them. Our aim is to deliver customer-oriented services to achieve our corporate goal of “creating public value for community betterment through partnership with different stakeholders”. Last year, we commissioned an independent market research company to conduct the biennial Customer Opinion Survey (COS). Thanks to client departments’ support, our Customer Satisfaction Index scored a record high of 6.61, which is very encouraging.
Active Responses from Customers
Between October and December 2018, the research company issued 2 027 questionnaires for the COS, and successfully received 1 077 replies, representing a response rate of 53.1%. As a follow-up, views of more than 100 client representatives were collected through face-to-face meetings, group discussions or telephone interviews, etc. We are grateful to all clients for their active responses and sparing time in their busy schedules to give us valuable opinions. Their feedback enables us to have a better understanding of their needs, and then work out measures to enhance our service quality and operational procedures, thus providing more closely-tailored services to our clients.
Record High Customer Satisfaction Index
Overall, our clients have consistently high regard for EMSTF services. On a scale of 8, our Customer Satisfaction Index scored 6.61, and our overall Service Competitiveness Index got 6.64, both reaching a record high level.
There is also significant improvement in individual aspects under Service Competitiveness, which is a great encouragement to all staff in the EMSTF. We will continue to make efforts to provide clients with comprehensive and value-for-money engineering services.
83% Customers Prefer EMSTF
Up to 83% of our client respondents indicated that they “always”, “very often”, or “often” considered the EMSTF as their preferred E&M service provider, which is higher than the score of 79% recorded in the last COS.
Building Long-term Partnership
We have been keeping abreast of the times and proactively introducing new technologies and cost-effective solutions to help clients broaden their service scope and enhance service quality. We are committed to providing flexible and tailored engineering services to meet clients’ needs and playing the role of their most reliable and trusted long-term partner. This year, we signed a ten-year Service Level Agreement (SLA) respectively with our long-term partners, the Civil Aviation Department (CAD) and the Drainage Services Department. In particular, the service period of the SLA renewal with the CAD has been extended from five years (the longest in the past) to ten years for the first time. It best illustrates that our services can address clients’ long-term requirements.
Proactively Responding to Customers’ Opinions
The EMSTF’s record highs for overall Customer Satisfaction Index and Service Competitiveness Index owe much to our willingness to listen carefully to and value clients’ opinions, which enable us to formulate and implement strategic improvement measures to help enhance clients’ services. Therefore, we really treasure the valuable feedback of our clients and have been making proactive enhancements to respond to their needs, which include the following:
Applying New Technologies
The EMSTF takes the lead in promoting the development of innovation and technology (I&T). For the first time in our COS, we added in the aspect of “Ability for Innovation” under Service Competitiveness and achieved a score of 6.26. This aspect will serve as a baseline to gauge our performance in I&T. The EMSTF is committed to introducing to clients the latest technologies to optimise performance of their E&M facilities as well as to enhance operation and maintenance efficiency. Through promotion of our online I&T collaboration platform, E&M InnoPortal, we will explore more potential I&T solutions, thus facilitating the development and application of I&T projects and meeting client departments’ needs for I&T. Furthermore, we will continue to enrich the innovation-themed events, such as organising thematic programmes in the second half of this year and the first quarter of next year, and strengthen staff training to ensure that our engineering team keeps pace with the times and provides quality I&T solutions and support to our clients.
Communication with Customers
To strengthen the ties with clients, we have equipped the new Customer Service Centre, which was completed last year, with the advanced integrated Building Management System. We have also enhanced the applicability and reliability of the System, enabling the staff of the Centre to obtain real-time data on the operation of the E&M facilities and provide useful information to clients. Meanwhile, we are also enhancing the operation of the newly established Customer Centric e-Platform – Job Management, so as to allow clients to grasp the work progress more easily.
Enhancing Project and Contractor Management
The EMSTF will continue to optimise the existing Electronic Contract Administration System and update the Project Administration Handbook, as well as to provide training for our colleagues to strengthen the management of engineering projects and enhance its efficiency.
We have also made use of the web-based Performance Monitoring System for Maintenance Contract for more effective monitoring of the contractors’ work progress, performance and quality.
Provision of Work Programme and Accurate Cost Estimate
We are committed to providing the best fit work programmes with accurate project estimates to meet the development needs of client departments. We have been systematically collecting the pricing for the maintenance, repair, alteration, addition and improvement services to build a database with continuous updates of its data to provide up-to-date contract price trend. It helps our colleagues work out more accurate project budgets. We also enhance work programmes tailored-made to the operation needs of clients’ venues.
With the goal of making continuous improvements and fostering a customer-centric culture, the EMSTF will keep on adding values for our clients and helping them provide better quality public services.
For any enquiry about the COS, you are welcome to contact Mr. Yorkie Chow, Senior Engineer, at 2808 3804.