Human Resources Management

The department's human resources management programme aims at strengthening the capabilities of staff in achieving the department's mission and in delivering business results in a more efficient and effective manner.

Promotion of Staff Integrity and "Healthy Lifestyle"

2. In 2003, the department set up a working group to promote a culture of "healthy lifestyle". The first initiative was the release of an educational video entitled "Prudent Financial Management: U-Turn". The video vividly brings out the concept of "prudent financial management" through a drama, and the story of which has profound meaning and is thought-provoking. The video is used as training material for in-house courses as well as on-the-job training.

3. A booklet entitled "Prudent Financial Management and Positive Living" was also published for distribution to all staff in 2004. It contains useful information including tips for managing personal finance wisely and the tactics and solutions for overcoming financial crisis. It also lists out the practical ways for developing healthy lifestyle, which are inspiring and valuable reference materials.

4. Furthermore, a link to the websites of Leisure and Cultural Services Department and the Cyber Learning Centre Plus of the Civil Service Training and Development Institute was created to the departmental portal so that staff can gain access to information on various cultural performance and e-learning programs readily through the Intranet.

5. Apart from the video and booklet, the working group has been organising a series of promotional programmes such as issuing a quarterly healthy lifestyle newsletter "The Pine" to continuously encourage colleagues to take positive attitude towards their work, family, health and psychological well-being as well as to adopt a proactive outlook on life.

Welfare, Sports and Recreation

9. The Staff Relations Group (SRG) manage, 1 567 departmental quarters, two holiday houses and one fitness room. It also provides assistance to retired members of the department.

10. The SRG assisted the Departmental Sports and Recreation Club in organising over 109 sports and recreational events including charitable activities and inter-command competitions.

11. In 2003 and 2004 respectively, 64 officers and 65 officers in various commands were designated as Health and Welfare Managers. In addition to conducting periodic welfare visits, they act as contact points for officers in need of assistance on welfare, health or job-related matters.

12. Apart from in-house assistance, the department has also commissioned the Christian Family Service Centre to provide counselling services for individual officers and their family members, including a 24-hour telephone hotline for instant counselling and face-to-face counselling by professional social workers. The agency also provided training sessions to Health and Welfare Managers on counselling skills and knowledge.

Information and Publicity

13. The Information Unit is responsible for the department's media relations, publicity, publications, and public relations activities aiming at explaining to the public the work of the department and enhancing the department's public image.

14. In line with the Government's open policy, the Unit makes full use of the mass media, in particular newspapers, television and radio stations, to disseminate information on the department's activities by means of press releases, press conferences, briefings and interviews as well as press visits.

15. In view of the media interest in Customs' enforcement efforts on various fronts (such as in curbing copyright piracy, drug trafficking, smuggling, use of illicit fuel, contraband cigarette activities and illegal transhipment of textiles, in ensuring children's products safety and in enhancing consumer protection), officers from various formations frequently give press briefings after making major seizures and successful operations.

16. In 2003 and 2004 respectively, the Unit handled 14 010 and 12 411 enquiries from the press, television and radio stations as well as the public. Apart from issuing 427 press releases relating to seizures and arrests, successful prosecutions and departmental policies, the Unit also arranged a total of 80 media interviews 98 press conferences and media briefings to explain various aspects of the department's work in 2003. In 2004, the Unit issued 388 press releases, and arranged 90 media interviews and 79 press conferences and media briefings were held in total.

17. In order to provide passengers with handy Customs clearance information and to address the language requirement of different passengers, the department designed leaflets on "Advice to Travellers" in four languages, namely English, Chinese, Korean and Japanese in 2003. The leaflets, with information on duty-free concessions and Customs control of prohibited articles in Hong Kong, were made available to the passengers at the Immigration Halls and Customs Halls at the Hong Kong International Airport in January 2004. A video on Customs clearance requirements in four languages, including English, Cantonese, Putonghua and Japanese was also produced in 2003. Apart from being shown to inflight passengers, it was also uploaded on the website of the department and the information display system at the Hong Kong International Airport for general information of the public and the travellers.

Election Campaigns

18. To enhance quality customer service and instill a sense of commitment and continuous improvement among frontline officers, the department organised two election campaigns, the "Distinguished Baggage Examination Counter Officers Competition" and the "Best Services Award", in 2003 to select the best baggage and cargo examiners at the Hong Kong International Airport respectively. The campaigns were well received and successfully completed with their goals fully met.

CSB Outstanding Customer Service Award

19. To promote quality customer service in the civil service, the Civil Service Bureau (CSB) has launched the Civil Service Customer Service Award Scheme 2003-04 to commend departments for driving customer service improvement and teams for providing outstanding customer service in the areas of hotline, counter, frontline, e-service and internal support services.

20. In recognition of the outstanding performance and contribution in internal support services, the Airport Command was awarded the Championship in Internal Support Services by CSB at the Presentation Ceremony held on 30 May 2004.