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HONGKONG POST HAS been ranked among Hong Kong's top three service organisations every year since 1999.

And a survey conducted during those years revealed that over 94 per cent of customers, including members of the public, business customers and philatelists groups, are satisfied or very satisfied with Hongkong Post services.

Such a high satisfaction rate points directly to a committed and skilled workforce which has reaped the benefits of excellent working conditions and training at all levels. Hongkong Post believes training and development are essential to achieving its goal - Linking People, Delivering Business.

Its human resources strategy had not only led to satisfied customers but also resulted in high staff satisfaction scores, said Joanna Choi, deputy postmaster general in charge of human resources.

In 2002, Hongkong Post started asking its employees about their views on the level of morale as part of its annual staff perception survey which have been conducted since 1996.

The proportion of staff, including civil servants and non-civil service contract staff, who said morale was high jumped from 76 per cent in 2002 to over 90 per cent in 2003 and 2004.

The surveys ensure the organisation gets feedback from the workforce, and help maintain the motivation and well-being of employees by identifying areas for improvement.

It also keeps employees informed of the organisation's latest developments - plus its mission and values - via the intranet and letters.

In addition, the postmaster general conducts open forums with staff and there are regular meetings with staff associations, unions and departmental committees.

Further staff involvement is encouraged through the 20 service excellence teams.

The teams are made up of employees from all levels and they are entrusted with the job of identifying and exploring potential service improvement in their sections.

The team members became leaders and specialists in their own workplace, and were motivated to improve operational efficiency and service, Ms Choi said.

Ms Choi added that Hongkong Post made a point of showing its appreciation of employees' good performance and its policy was to take recognition beyond the confines of formal appraisals.

It introduced a number of initiatives, including giving staff recognition badges and certificates.

Award winners under the incentive schemes were also invited to have breakfast with the postmaster general, and there were overseas study tours for the winners of internal competitions, she said.

The diversification of Hongkong Post's products and services increased the need for effective training to ensure high quality service, Ms Choi said, and various programmes had been launched to help equip employees with the required knowledge and skills.

Most importantly, the programmes inculcated a willing acceptance of change and its challenges.

The programmes include a course which prepares postal officers for promotion, professional certificate course on retail management for counter supervisors, language courses and computer applications studies for all staff. This year, Hongkong Post has joined forces with the Chinese University of Hong Kong to offer a diploma course in business management.

Hongkong Post also takes care of the health, safety and welfare of staff. It has reviewed and overhauled its safety and health-management protocols and launched several initiatives to maintain a safe and healthy work environment.

In 2003, the postal service's efforts were recognised when it received the Occupational Safety and Health Award from the Occupational Safety and Health Council.

It also received an award for its programme on improving the working environment of the mobile post office. Hongkong Post operates a recreational club in Causeway Bay which has a gym and provides physical fitness programmes for staff.

A telephone counselling service is also available to take care of employees' problems outside of work.

Ms Choi is particularly proud of Hongkong Post's 'Care from the Heart' programme. 'We set aside one day each year to show that we care for our colleagues and customers, and that we serve from the heart.' The programme aimed to remind staff that service should not be mechanical. 'We should treat customers as good friends and we should be patient with their needs and inquiries.'



Staff morale soars on the back of care, welfare and training programmes