Byron Lam ADEU(3) 21 December 2011

1. Private Sector Involvement, Complaints Handling and Research – Induction Training 2011 Byron Lam ADEU(3) 21 December 2011

2. Today's Topics – Private Sector Involvement (PSI) • What is PSI? • Outsourcing • Public Private Partnership (PPP) • EU's Role in PSI Programme

3. Today's Topics – Complaints Handling • Value of Complaints • Policy Address 2008-09 • The Government's Performance in Complaints Handling • Helping Departments to Improve their Complaints Handling Mechanisms

4. Today's Topics – Research • Why research? • A recent example

5. A strategy for improving public services by involving the private sector • Make the best use of both the public and privatesectors • Optimise Government's share of gross domestic product • Public and private sectors complement each other • Private sector: inject new thinking and initiatives • Government: focus on core services What is PSI?

6. Objectives • Focus on core activities • Contain size of civil service • Improve service quality / output • Access to private sector skills / expertise / technology • Ageing in the public service The Target • Optimising private sector involvement Why PSI? Marine refuse scavenging of Marine Department

7. Level of Private Sector Involvement Corporate Structures Trading Fund Corporatisation Level of private sector involvement Contracting in Public Private Partnerships(PPPs) Privatisation Outsourcing Franchises Private Sector Processes

8. Outsourcing • According to EU's outsourcing survey in 2010 • ~5,000 outsourced contracts • Total annualisedoutsourcing expenditure ~HK$52 billion Common Forms of Private Sector Involvement • Public Private Partnership (PPP) • Used for development of economic infrastructure + service provision • Recent examples • Hong Kong Disneyland • Asia World Expo • Ex-Marine Police HQs • Ngong Ping 360°

9. Outsourcing Process Business case development Tendering and selection Managing the contract

10. Outsourcing in Government - Main Areas

11. Survey - Trend in Government Outsourcing No. of contracts Contract value ($ M)

12. An approach where the public and the private sectors both bring their complementary skills to a project, with varying levels of involvement and responsibility Typically • Large scale • Long term • Involves development of facilities anddelivery of services • Whole of life approach • Private / public finance What is PPP? Cyberport Former Marine Police Headquarters

13. Early experience mainly on infrastructure facilities: • Build - Operate - Transfer (BOT) • Cross-harbour tunnels in mid-1970's • Design - Build - Operate (DBO) • Solid waste facilities, refuse transfer stations, landfills in late 1980's • Private Sector ParticipationScheme • Public housing estates Types of PPPs in Hong Kong

14. Ngong Ping 360o • A Build-Operate-Transfer project • 30-year franchise to the MTR Corporation Limited (MTRCL) • Initial investment of HK$750 million by MTRCL PPP Projects – Recent Experience

15. Challenges to PSI Projects Town Planning andLand Use Need to construct Business Case for PSI Projects Transparency andaccountability Availability of expertiseand experience Confidence Time Staffing

16. Assist government bureaux and departments to enhance private sector involvement in the delivery of public services • Provide consultancy services • Organise training courses, seminars, experience sharing sessions, etc. Promoting Private Sector Involvement

17. Promoting Private Sector Involvement Promulgate best practices

18. Change of Mindset - Complaints = Gift

20. How we are performing – Citizens' Impression Hong Kong Government Service Excellence Index (HKGovSEI) Ratings on Satisfaction with Departments' Complaints Handling Passing mark

21. Typical Complaints Handling Issues • Discouraging complaints • Not recording complaints • Little / no follow-up • Cross-departmental weaknesses • Reports not compiled • Reports not seen by senior officials • Not learning from complaints

22. What have we done to help departments (1)? • Surveys (reports available at www.eu.gov.hk) • Survey on departmental complaints handling mechanisms in October 2008 • Survey on departmental public enquiries regimes inJanuary 2009 • Survey on departmental complaints and public enquiries handling mechanisms in March 2010

23. What have we done to help departments (2)? • Seminars • Complaints Handling Seminar for Directorate Officers in December 2008 • Seminar cum Exhibition on Complaints Handling in October 2009

24. What have we done to help departments (3)? • General Circular and Publications • Public Sector Reform Reporton Complaints Handling in January 2009 • General Circular No. 6/2009on Complaints Handling Mechanism in August 2009 • A Guide to ComplaintsHandling and Public Enquiriesin August 2009

25. Why Research ? • Understand the current trends on overseas PSR initiatives • Explore opportunities to adopt new ideas of PSR in local context • Design, promote and deliver new services to B/Ds

26. Efficiency Unit Sustainability Index A recent example A Balanced Assessment Framework for Public Organisations Overseas Publications Internet EIMS Discussion Academic Research An idea on productivity measurement Incubation 2 1

27. Development of EUSI More comprehensive! More comprehensive … More comprehensive … More comprehensive … More comprehensive … More comprehensive … More comprehensive … How about a more comprehensive evaluation on B/Ds’ performance? Good idea … How about … ? It doesn’t work because… Better if … Revise the proposal to incorporate various comments Collect insights from senior management on initial proposal (be prepared for challenges…) 3 4

28. Development of EUSI EUSI A comprehensive framework to Measure B/Ds’ performance Economy& Community Service Outcome EUSI Environment Learning & Growth 5 Proposal revised

29. Development of EUSI Approved. 7 Introduce the service through CRM visits Go ahead. Senior management’s endorsement 6 8 Deliver service to clients