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提供卓越服務Underpinning Quality Service

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天晴邨

Tin Ching Estate

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The Housing Authority (HA) strives to excel in the services it provides

both for its tenants and for the public at large. Externally, we seek to

keep lines of communication open and active, allowing communities and

individuals to interact with us easily and share their opinions. Apart from

leveraging the more conventional communication networks, we now use

social media channels to better interact with our diverse stakeholders,

while also organising an array of community-focused activities to get

messages directly to our tenants. Internally, we care about our staff and

have continued developing a range of programmes to keep them well

trained, highly motivated, and in peak condition to perform their jobs.

We also provide them with the best tools to work with, and have made

significant investment in information and communication technology.

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BUSINESS REVIEW

Reaching out to the Community

An Improved Online Presence

With much public debate and discussion moving

online in recent years, we have adopted a couple

of e-initiatives which have proved very popular. The

first was the setting up of an official Facebook page

entitled Public Housing Vistas (www.facebook.com/

PublicHousingVistas) at the end of October 2010.

The page offers a unique virtual meeting place where

people can share pictures, thoughts and memories

of their lives in public housing estates. It has quickly

become a cherished resource for many who have

grown up in, or have other connections with, public

housing. It is also helping to centralise and preserve

an important part of Hong Kong’s housing heritage

and community memory.

The Director of Housing started a personal blog on

the Housing Authority / Housing Department (HA/

HD) Website in December 2010. Through regular

postings he has set out his thoughts on a wide range

of topics, and in return received a steady stream of

feedback. This initiative has enabled tenants, HA

staff and members of the general public to exchange

views with him both on the topics raised in his

articles and on other issues of concern.

Our HA/HD Website recorded an average of around

seven million hits per month over the year. Because

the website carries a great deal of useful information

for all, we have tried to keep it highly accessible and

user friendly. Our efforts were recognised when the

website was awarded a Jade prize at the Web Care

Award 2010, organised by the Internet Professional

Association. The prize, awarded to us for the sixth

consecutive year, acknowledges our initiative in

creating a no-barrier website that provides equal

opportunities for all to access the internet.

We do not rest on our laurels, however. We have

embarked on a comprehensive revamp of our

website to streamline the content structure, improve

navigation, incorporate the latest accessibility

features, and add useful tools and functions for

finding information more quickly and easily. The

revamped site is scheduled to be launched in the

later part of 2011.

We seek to keep our lines of communication open and active, including an Integrated Communication Centre (left) and our corporate website (below).

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Underpinning Quality Service

Diverse Communication Channels

To enhance communication with our stakeholders

and to publicise our policies and initiatives, we

continue to make use of a range of different

channels, including newsletters, posters, brochures,

leaflets, e-publications, videos and radio promos.

The Housing Channel, broadcast in the ground floor

lobbies of our public housing blocks, continues to

be one of our most effective ways of reaching out to

tenants. During the year, a total of 55 videos were

broadcast on the channel, covering topics such as

the safe use of estate facilities, schemes available

for tenants in need, and ideas for healthy living and

green practices. Another 33 Messages on Air were

also broadcast on the radio to give the public a better

understanding of our initiatives and encourage their

support.

The Housing Department Integrated Communication

Centre (HDICC) provides another important

communication channel, especially for members

of the public with enquiries. Over the past year, the

HDICC received around 1.2 million telephone calls, at

an average of approximately 3 000 per day. Most of

these were answered by our pre-recorded message

system, but around 30% received a personal

answering service. Besides telephone calls, enquiries

and requests were also made by emails, letters and

faxes. In total we received around 42 300 over the

year, along with 806 complaints.

Further Engaging the Community

Besides providing tenants with the full range of

services that a good landlord should, we are

constantly looking to enrich our tenants’ lives with

interesting events and activities. One of our major

target groups is the elderly. In January 2011, we

once again held our annual Volunteer for Seniors Day.

Around 2 500 volunteers, including the HA Chairman,

made visits to 900 single elderly tenants in 58 public

rental housing (PRH) estates, bringing them good

cheer in the form of food and gift packs, together

with useful leaflets containing fall prevention tips.

Falls are one of the most common accidents

that older people are subject to, and we focused

considerable efforts during the year to counter this

problem. Volunteers delivered roadshows on fall

prevention to over a thousand elderly residents in 12

PRH estates over the year, and those with particularly

high risk of falling were later visited by occupational

therapists for follow-up.

To create pleasant, healthy and safe living

environments in our PRH estates, we involved

residents and local communities in a wide range of

activities. These included an estate beautification

project at Sau Mau Ping South Estate, which in May

2010 brought together more than 100 residents,

students and artists to paint 20 boulders indigenous

to the estate. Our estate cleaning operations came

to a climax in January 2011 when the Director of

Housing joined residents in a territory-wide cleaning

activity conducted shortly before the Chinese

New Year. To drive home the safe living theme, we

continued to promote fire and home safety as well as

the safe use of lifts and escalators during the year.

Another goal of our educational work is to raise levels

of environmental awareness among PRH residents.

In 2010/11, we held the Estate Green Fun Day in

various estates in collaboration with local Estate

Management Advisory Committees. In addition,

we launched a major recycling campaign in seven

estates to encourage better recycling practices. The

campaign generated over 1.5 tonnes of recyclable

materials that would otherwise have ended up in a

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Rent Policy and Assistance

landfill. In other environmentally focused initiatives,

we collaborated with green groups and other

government departments in support of various green

initiatives, including the annual Green Carnival and

Hong Kong Tree Planting Day.

We also conducted an educational campaign on

Cherishing Public Housing Resources during the

year. The campaign was designed to make people

aware of how valuable our public housing resources

are for those in need, and therefore to encourage the

reporting of any abuses.

Media Relations

We do our best to maintain a healthy, proactive

relationship with the media. We released regular

press releases, 43 in total during the year, on our

initiatives and new activities; while for particularly

major issues, we organised 27 press briefing

sessions. During the year, we also handled 881

enquiries directly from the media and another 838

public complaints that were channelled to us through

the media.

Sharing our History and Expertise

Our Exhibition Centre continues to draw good

crowds of visitors, both local and from the Mainland

and overseas, who are interested in the history

and development of public housing in Hong Kong.

Revamped in 2009, the Exhibition Centre attracted

around 14 000 visitors in 2010/11, over 10% of

whom were government officials from the Mainland

and abroad. We also welcomed a range of other

corporate visitors from Hong Kong, the Mainland

and overseas for experience sharing and knowledge

exchange opportunities. During the year, we received

over 60 different delegations, of which 60% were

groups of government officials from the Mainland.

Volunteer for Seniors Day is a big annual event to show our care for the elderly.

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1 Based on the 2010 Training Development Needs Survey by the Hong Kong Institute of Human Resource Management.

Underpinning Quality Service

improving the day-to-day work processes they are

called upon to perform.

Our ongoing Employee Wellness Programme has

seen a revamp of the Health Portal during the year,

an improvement which makes it easier for staff to

access a full spectrum of health information. We also

recruited Health Ambassadors from among staff and

entrusted them with the role of raising colleagues’

awareness of issues relating to physical and mental

wellbeing.

Staff Competencies

On average, our staff received a total of 32.8

hours of training in 2010/11. This compares very

favourably with figures from the private sector, where

the average training hours per employee in 2010

amounted to 17.91. These figures reflect our very

strong commitment to providing staff with training

to boost their competency, something we do at all

levels and for all sectors of our operations. Besides

providing tailored courses on various professional

and management topics, we also designed courses

to support specific business initiatives during the

year, such as the merger of property and tenancy

management functions in estates, green design, and

new IT systems. Training was not conducted solely

Staff Empowerment

As a large employer with over 8 000 employees, it

is important for us to find and retain the best staff

so as to maintain continuity and efficiency in our

operations. To this end, we have pushed forward

with a number of initiatives designed to motivate and

engage our staff while also giving us greater flexibility

in their deployment.

Multi-faceted Manpower Strategy

At the heart of our human resources management

is the Multi-faceted Manpower Strategy, first

endorsed in 2008. The strategy gives us the scope

and flexibility to adjust staffing intake to suit our

business needs, while offering staff benefits such

as clear promotion opportunities and greater job

security. In 2010/11, we recruited around 370 new

staff members, both to civil service posts and on a

contract basis. At the same time, we converted 115

contract posts into civil service posts.

Staff Engagement

During the year we introduced a number of staff

engagement initiatives. One of these was the Core

Values Alignment Package, designed to create

greater cohesion among our staff. This is done

by sharing stories of the HA’s achievements, by

highlighting outstanding success stories of individual

staff members or teams, and by delving into some of

the interesting yet lesser-known aspects of the HA’s

work. Another initiative, the Care@Work Workshop,

is a training programme for middle managers that

addresses the key aspects of supervisor-subordinate

relations, with an emphasis on caring and support.

We also launched a pilot Work Improvement Team

Project to get frontline staff involved in reviewing and

Our manpower strategy aims to build and maintain a vibrant and flexible workforce.

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BUSINESS REVIEW

Enhancing Green Efficiency through IT

There has been no let-up in our drive to embrace

IT in ways that help us improve efficiency, expand

our range of services, boost communication and

customer support, and buttress business initiatives

for the future. In addition, IT is important in our drive

towards greater environmental friendliness, helping

us reduce waste and cut down on the resources we

consume as part of our operations.

A major development during the year was the launch

of our integrated Enterprise Resources Planning

(ERP) system, a three-year project that will provide

us with a single integrated system for many of our

applications. The first phase of the development of

the ERP began in the second quarter of 2010, aiming

to replace our existing Finance and Procurement

Systems by the fourth quarter of 2011. The ERP

also aims to replace our various estate maintenance

systems with new and better systems towards the

end of 2012. Other ERP initiatives will follow as

part of an overhaul and enhancement of our entire

back office support systems. The end result will be

much greater integration of information, making it

easier for sharing and data analysis. We believe this

development will lead to better and faster decision-

making and more streamlined business processes

generally.

Reducing the use of paper through IT was one of

our main themes for the year. We have managed

to cut our paper consumption through initiatives

such as the wider use of e-reports and electronic

filing. Across the board, we target to make more

e-services available to our customers through the

HA/HD Website and the GovHK portal, while also

expanding the level of electronic information and

in formal classroom environments; we also offered

a range of diverse learning opportunities such as

attachment programmes, site visits and study tours.

Meanwhile, we keep reviewing our online learning

resources to ensure that access is available anytime,

anywhere.

A Safe and Healthy Working Environment

We maintain the highest possible health and safety

standards on our PRH estates, and are equally

committed to upholding the most stringent standards

for our own workforce. To encourage individuals

to take personal responsibility for their health and

safety, one of our main thrusts during the year was

on education. In 2010, we organised around 170

training courses at our Training and Development

Centre, attended by over 5 200 staff members.

The diverse range of courses included training in

construction site safety, tree-trimming safety, tips

for using display screen equipment and stress

management. During the year, we began to offer

frontline staff courses on dealing with mentally-ill

customers, along with seminars and training on the

handling of potentially violent customers. These have

proved exceptionally useful and reassuring to many

of our staff who interact directly with the public on a

daily basis.

We also encourage our staff to attend training

courses and seminars offered by other government

bureaux/departments and public organisations.

We have uploaded the wide selection of guidelines,

health tips and other useful publications compiled by

the Occupational Safety and Health Council and the

Labour Department to our Intranet for easy reference.

Annually, we also carry out a Departmental Office

Safety Inspection Exercise to identify and remove any

potential hazards in our office environments.

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ln 2010/11, each

HA staff member

received an average

of 32.8 hours of

training, comparing

favourably with

the private sector

figure of 17.9

hours per employee

in 2010.

data exchange with our business partners through

a secure extranet portal. These moves, besides

being good for the environment, have also improved

the overall efficiency and performance standards

of our operations. In another green initiative, during

the year we introduced mandatory energy-saving

requirements for IT and office equipment in both our

headquarters and remote offices.

In 2010/11, some of our older IT systems were

revamped and upgraded, significantly improving their

performance and overall reliability. For example, the

enhanced Investment Quotation System has enabled

us to manage HA funds more efficiently. Looking

ahead, we are beginning a major project to scan

and digitise thousands of building drawings in the

archives for better management and easier retrieval.

This will form the basis for developing a unified

Drawing Management System, which is planned for

implementation in 2011/12.

Underpinning Quality Service

We provide a variety of training programmes and enhance our IT systems to keep our staff highly motivated and well-equipped.

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Back in 2009/10 we launched a campaign called

“Light and Shade: life passé in old estates”, as a

tribute to Hong Kong’s public housing heritage.

Among the activities was a roving exhibition of

scenes taken from three classic estates: Shek

Kip Mei, So Uk, and Lower Ngau Tau Kok. The

photos and videos on display vividly depicted the

historic vistas of three of Hong Kong’s oldest public

housing estates, picking up not simply the physical

characteristics of the buildings but also delving into

the lifestyles of their residents, and capturing the

deep emotional ties within their neighbourhoods.

The enthusiastic response from residents and from

the public at large prompted us to publish these

nostalgic images in a photo book in mid-2010. The

book, issued as a corporate souvenir has the same

title as the exhibition held. Apart from containing

a handpicked collection of photos, it carries

introductions to the three estates and includes the

reflections of the individual photographers on the

work they undertook, together with comments from

visitors to the earlier exhibition.

The photo book has earned the HA a number of

prestigious awards in international competitions. At

the 2010 Galaxy Awards, an international competition

for excellence in product and service marketing, it

won the Gold Award for design of commemorative

books, and the Silver Award for special purpose

brochures. The jewel in the crown came at the

2010 International Mercury Awards, an international

competition honouring outstanding achievement

in professional communications, where the book

scooped the Grand Award and Gold Award for

custom publications, and won the overall “Best of

Show” award after beating 750 worthy contestants

from around the world. The book is now also

available online at the HA/HD Website.

Here in Hong Kong, the entire Light & Shade

campaign garnered a Certificate of Merit (Reputation

and Brand Management) at the Hong Kong Public

Relations Awards 2010, a first time event organised

by the Hong Kong Public Relations Professionals’

Association.

The Light and Shade exhibition and web page feature photos of three historic estates.

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Light and Shadea Tribute to Our Public Housing Heritage

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提供卓越服務 Underpinning Quality Service

Industrial Awards and Community Recognitions 2010/11

獎項 / 得獎項目 Award / Winning Project

頒發機構 Awarding Organisation

建築 Construction

優質建築大獎 2010香住宅項目」大獎 ─ 牛頭角上邨第二及三期重建項目

Quality Building Award 2010Grand Award (Hong Kong Residential) –

Redevelopment of Upper Ngau Tau Kok Estate Phase 2 & 3

建築專業學會聯辦Institutes of Construction Professionals (co-organised)

香港規劃師學會年獎 2010優異獎 ─ 蘇屋邨重建項目

Hong Kong Institute of Planners Award 2010Certificate of Merit – Redevelopment of So Uk Estate

香港規劃師學會Hong Kong Institute of Planners

卓越結構大獎 2010 香港住宅及公共用途建築項目」嘉許獎 ─ 牛頭角上邨第二及三期重建項目

Structural Excellence Award 2010Commendation Award (Hong Kong Projects Residential and Institutional Buildings Category)

– Redevelopment of Upper Ngau Tau Kok Estate Phases 2 & 3

香港工程師學會、英國結構工程師學會聯合分部

Joint Structural Division of the Hong Kong Institution of Engineers, and Institution of Structural Engineers

建造業安全典範大獎發展機構 ─ 發展商」組別冠軍

Safety Leadership AwardChampion (Client-Developer)

建明會、建造業議會

Lighthouse Club, and Construction Industry Council

Autodesk 香港建築信息模擬設計大獎 2010 公共房屋建造中業務實踐的轉變

Autodesk HK BIM Award 2010Transforming Business Practice in the Delivery of Public Housing

歐特克Autodesk

地理信息系統特別成就獎都市及區域規劃

Special Achievement in Geographic Information System AwardUrban and Regional Planning

Environmental Studies Research Institute

EAROPH 50周年慶典特別獎在規劃、發展及管理人居環境的成就

EAROPH 50th Golden Jubilee AwardAchievements in Planning, Development and Management of Human Settlement

Eastern Regional Organisation of Planning and Human Settlements (EAROPH)

環保 Environmental

2010環保建築大獎新建建築」組別大獎 ─ 秀茂坪南邨

新建建築」組別優異獎 ─ 牛頭角上邨第二及三期重建計劃

既有建築」組別優異獎 ─ 彩虹邨屋邨改善計劃

Green Building Award 2010Grand Award (New Buildings) – Sau Mau Ping South Estate

Merit Award (New Buildings) – Redevelopment of Upper Ngau Tau Kok Estate Phases 2 & 3Merit Award (Existing Buildings) – Estate Improvement Programme of Choi Hung Estate

香港綠色建築議會、環保建築專業議會

The Hong Kong Green Building Council, and Professional Green Building Council

2010/11年度所獲業界獎項及社會嘉許

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業 務 回 顧 BUSINESS REVIEW

獎項 / 得獎項目 Award / Winning Project

頒發機構 Awarding Organisation

BCI 環保設計大獎 2010住宅建築：複合房屋」組別環保先鋒大獎 ─

藍田邨第七期、秀茂坪南邨、牛頭角上邨第二及三期重建項目

BCI Green Design Award 2010Green Leadership Award (Residential: multiple houses) –

Redevelopments of Lam Tin Estate Phase 7, Sau Mau Ping South Estate, and Upper Ngau Tau Kok Estate Phases 2 & 3

BCI Asia Construction Information Pte Ltd

中國綠色建築標識居住建築類型」三星級 ─ 牛頭角上邨第二及三期重建項目

China Green Building Label3-Star Rating (Residential) – Redevelopment of Upper Ngau Tau Kok Estate Phases 2 & 3

中國綠色建築與節能委員會

China Green Building Council

香港綠色企業大獎 2010 明智環保採購獎」白金獎

環保辦公室管理獎」金獎

Hong Kong Green Awards 2010Platinum Award (Green Purchaswi$e Award: Large Corporation)Gold Award (Green Office Management Award: Large Corporation)

環保促進會

Green Council

香港安健屋邨確認計劃傑出安健屋邨 ─ 俊宏軒、慈康邨、禾輋邨

良好安健屋邨 ─ 富東邨、葵芳邨

Hong Kong Safe and Healthy Estate Accreditation Scheme Safe and Healthy Estate

Outstanding Performance Estate – Grandeur Terrace, Tsz Hong and Wo Che Estates

Good Performance Estate – Fu Tung and Kwai Fong Estates

職業安全健康局

Occupational Safety & Health Council

減廢標誌機構

卓越級別」獎賞及「連續十周期獲得減廢標誌」─ 房屋委員會

Hong Kong Awards for Environmental Excellence“Class of Excellence” Wastewi$e Label and “Wastewi$e Label in 10 consecutive cycles” –

Housing Authority

環境保護運動委員會

Environmental Campaign Committee

廢物源頭分類計劃金獎 ─ 環翠邨

銀獎 ─ 麗瑤邨

銅獎 ─ 馬坑、尚德、小西灣邨

特別獎項(飛躍進步獎) ─ 樂華(南)邨

優異獎 ─ 逾140多個公共屋邨

Source Separation of Waste Award Gold Award – Wan Tsui EstateSilver Award – Lai Yiu EstateBronze Award – Ma Hang, Sheung Tak and Siu Sai Wan EstatesSpecial Awards (Award for Enhancement) – Lok Wah (South) EstateCertificate of Merit – over 140 public rental housing estates

環境保護署、 香港物業管理公司協會、 香港生產力促進局

Environmental Protection Department, The Hong Kong Association of Property Manager Companies, and Hong Kong Productivity Council

2011香港花卉展覽最佳展品 (園林景點) 金獎 ─ 房屋委員會

Hong Kong Flower Show 2011Gold Award for Outstanding Exhibit (Landscape Display) – Housing Authority

康樂及文化事務署

Leisure and Cultural Services Department

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Industrial Awards and Community Recognitions 2010/112010/11年度所獲業界獎項及社會嘉許

獎項 / 得獎項目 Award / Winning Project

頒發機構 Awarding Organisation

機構 Corporate

2010 International Galaxy Awards 紀念書籍設計」金獎及「特別用途書冊」銀獎 ─「光影樓情」圖片集

公共關係：專題項目」榮譽獎 ─「坪石邨活化計劃」短片

2010 International Galaxy Awards Gold (Design: Commemorative Book) and Silver (Brochures: Special Purpose) Awards –

“Light & Shade: life passé in old estates” Photo AlbumHonours Award (Public Relations: Special Purpose Project) –

“Revitalisation of Ping Shek Estate” Video

MerComm, Inc

2010 International Mercury Awards 年度最佳作品、「定製刊物」大獎、「定製刊物：生活/房屋」金獎、

「特別項目書籍設計」金獎、「特別用途書冊」銀獎 ─ 「光影樓情」圖片集

數碼錄像/錄像：特別項目」銅獎 ─ 「坪石邨活化計劃」短片

年報內頁設計」榮譽獎 ─ 《房屋委員會2009/10 年度年報》

2010 International Mercury Awards Best of Show, Grand (Custom Publications), Gold (Custom Publications: Living/Housing), Gold (Design: Special Project), and Silver (Brochures: Special Purpose) Awards – “Light & Shade: life passé in old estates” Photo AlbumBronze Award (DVDs/Videos: Special Project) – “Revitalisation of Ping Shek Estate” VideoHonours Award (Design: Annual Report Interior) – Housing Authority Annual Report 2009/10

MerComm, Inc

2010 年國際年報大獎

封面相片/設計：房屋」榮譽獎 ─ 《房屋委員會2008/09年度年報》

2010 International Annual Report Competition (ARC) AwardsHonours Award (Cover Photo/Design: Housing) – Housing Authority Annual Report 2008/09

MerComm, Inc

香港公共關係獎 2010 信譽/品牌管理」優異獎 ─ 「光影樓情」圖片及錄像展覽

Hong Kong Public Relations Awards 2010 Certificate of Merit (Reputation and Brand Management) –

“Light & Shade: life passé in old estates” Photo & Video Exhibition

香港公共關係專業人員協會Hong Kong Public Relations Professionals’ Association

同心展關懷」機構 2006/2011連續5年同心展關懷」標誌 ─ 房屋署

Caring Organisation 2006/20115 Consecutive Years Caring Organisation Logo – Housing Department

香港社會服務聯會

Hong Kong Council of Social Service

無障礙優異網站獎 2010 翡翠獎 ─ 房屋委員會/房屋署網站

Web Care Award 2010 Jade Award – Housing Authority / Housing Department Website

互聯網專業協會

Internet Professional Association

提供卓越服務 Underpinning Quality Service