Office
of Service Quality and Management Audit
The Office of Service Quality and Management Audit (OQA) is
specifically tasked to conduct review and inspection on various
management systems of the department, aiming at enhancing the
quality of services provided by various major formations and
ensuring their compliance with laid down policies, rules and
regulations.
OQA only took its current office title in September 2006 following
a departmental review exercise, which recommended that apart
from promoting service quality, this Office should also put more
emphasis of its work on inspection, staff integrity and management
audit in future. To reflect the change of its themes of work,
the former name of “Office of Service Quality” has
since re-titled as OQA.
To further enhance professionalism and capability, the Office
had taken the initiative to revamp its own management system
in 2004/05 with a view to attaining the international standard
and successfully obtained the ISO 9001:2000 Certificate in April
2005. This is a great achievement for the Office as the Certificate
is the first of its kind ever awarded to the department.
In setting its work plan and priority, the Office adopts a partnership
approach by close collaboration with the major formations. In
the beginning of each financial year, a Service Quality Projects
Consultative Meeting chaired by the Deputy Commissioner, is held
with all branch heads and heads of major formations to discuss
the work proposals and determine the deliverables of OQA for
the year. This cooperative mechanism has proved to work well
as it can enable the pooling of ideas from major formations for
fruitful and constructive discussions as well as helping OQA
to set out and prioritize its annual work plan.
In 2005 and 2006, the Office completed a series of studies with
its focus on enhancement of occupational safety and improvement
of service quality to the public. Major ones included reviews
on the safety and security of detention facilities; safety procedures
in handling, storage and disposal of illicit fuel; safety precautions
for Customs sea operations and ways for improving the efficiency
and effectiveness of our public enquiry systems.
![](images/oqa006.jpg) |
Former
head of OQA, Senior Superintendent Alice
Leung (left) received the ISO 9001:2000
Certificate from Mr. John Broome, Vice
President, Operations & Compliance
of the British Standard Institution Group. |
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