Policy Address likely to optimise 1823 hotline & improve governance

It is understood the latest Policy Address to be unveiled tomorrow will further optimise the 1823 government hotline to prevent departments from "passing the buck" and shirking their responsibility when receiving the public's complaints.

That's reportedly a move to follow the current administration's focus on strengthening governance.

This minibus running between Yau Tong and United Christian Hospital, is often taken by residents, especially the elderly in the neighbourhood.

Yet, it takes over ten minutes on average before a minibus arrives. So Kwun Tong District Councillor Cheung Ki-tang has proposed to introduce seats at the minibus stop.

He says in the past, one often had to navigate multiple departments one by one, but this time they approached the Home Affairs Department to help coordinate -- and they got ahold of a reply in less than three days.

As the current administration has set sights on strengthening governance, including mobilising the entire government to improve coordination of post-typhoon efforts, establishment of a "principal officials accountability system" and streamlining disciplinary procedures in the civil service.

Next month, the appraisal mechanism will be further optimised with "bell curves" applied to review civil servants' performances.

Those who fail to meet the standard will have their incremental salary points frozen.

Over the past four years, Hong Kong's government efficiency in the World Competitiveness Yearbook has ranked among the top three.

However, the Wang Fuk Court fire tragedy has flagged issues of buck-passing among departments when handling public complaints, and the unclear division of roles and responsibilities.

The Ombudsman has also underscored similar issues in the 1823 government hotline's complaint referral process.

With that, it is understood the new Policy Address aims to further optimise the 1823 service.

The first government department to receive a complaint -- even if it falls outside its jurisdiction -- must take full responsibility to the end and ensure the responsible department follows up.

A civil servant association says to do this well, changes in the government structure will be necessary in terms of how departmental resources are transferred among each other when addressing public complaints.

Meanwhile the city's first Five-Year Plan will reportedly set out more than 20 indicators to gauge policy effectiveness, including innotech-related ones.

A consultant to the Chinese Association of Hong Kong and Macao Studies Lau Siu-kai says the focus of the five-year blueprint would likely be placed on major categories such as society, economy and people's livelihood instead of government governance or structure.

He says under the suppression of the West, being able to find a way out for Hong Kong's sustained economic development would be pivotal.

Lau suggests the government should also encourage competent civil servants who are bold to innovate and drive better policies with more promotion opportunities.