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#OmbudsmansAwards

Search Result: 9

[Distinguished Public Officers] Chow Lai Yee, Clerical Officer (Kowloon Deaths Registry), Immigration Department

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“Unfamiliar procedures exert extra stress on people already hit by bereavement. Listening to their needs with patience and putting myself in their shoes, I strive to go the extra mile for them.” Ms Chow Lai Yee, Clerical Officer (Kowloon Deaths Registry), Immigration Department "The fifth wave of the pandemic posed unprecedented challenges to our work. As the number of death registrations climbed as much as threefold at the peak, we were under enormous pressure physically and emotionally in coping with the caseload. Thankfully, my teammates remained steadfast in our positions. With a customer-oriented mindset, we endeavoured to provide grieving relatives with proper registration service." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Winnie, Customer Services Officer of Hong Kong Housing Society

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“Clear operation guidelines can enhance efficiency, while active listening and communication skills are also essential.” Ms Chan Wing Yi, Winnie, Customer Services Officer, Hong Kong Housing Society "During various surges of the pandemic, property owners took more care about social distancing. Some owners would request us to downsize the on-site defect management team and minimise the number of workers entering their premises to carry out rectification works, as well as ensure that the works progressed as scheduled. Fully understanding their feelings and concerns in the circumstances, I tried my best to coordinate with contractors and offered help to the owners." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] To Chi Hung, Consultant (Medicine and Geriatrics) of Hospital Authority

Winner of The Ombudsman’s Awards 2021 for Officers of Public Organisations“Foster a good doctor-patient relationship by listening, understanding and communicating.” To Chi Hung, Consultant (Medicine and Geriatrics) / Deputy Service Director (Quality andSafety), NT West Cluster of Hospital Authority "Lasting for almost two years, the pandemic not only increased the workload in wards, but also affected hospital visiting. Family members find it difficult to understand the patients’ conditions fully as they are not allowed to visit. Even though my team and I tried hard to communicate with them, sometimes they still feel discontented because of expectation difference and thus make complaints. Every time we encounter a complaint, we will work closely together with the patient relations officers and related departments and do our best to listen and communicate with the complainants and patients, letting them know that we care and we take every case seriously." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2021, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Jack, Operation Officer (Customer Service) Airport Authority

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“To help travellers navigate the multiple requirements imposed due to COVID-19, we need to show empathy to address their problems.” Mr Chung Ka Hin, Jack, Operation Officer (Customer Service) Airport Authority "In October 2021, I encountered at the Hong Kong International Airport a transit passenger who needed to present a report of a PCR test to enter his final destination. He was worried and anxious after realising that the report was mistakenly put into checked baggage. I immediately let him use my personal email account and helped him contact the testing institution to verify his details. Eventually, he successfully obtained a duplicate of the report and proceeded with the journey." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Caleb, Senior Maintenance Engineer of Highways Department

Winner of The Ombudsman’s Awards 2021 for Officers of Public Organisations“Proactive communication and people-focused” Mr Chu Ka Kit, Caleb, Senior Maintenance Engineer/ Kowloon East of Highways Department “Earlier, road pavement maintenance was carried out outside a busy market in Kowloon City Road and part of the project needed to take place in front of some shops. As we could not implement the work during the day nor block the entire pavement, we had to split the maintenance work into different sections. As such, advance communication with the shop owners became very important. By knowing the business hours of the concerned shops, we could then arrange the maintenance works after the shops’ closing, so as to reduce the impact on the shop owners.” (The video is in Cantonese) For more details of The Ombudsman’s Awards 2021, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Tsang Kai Ho, Environmental Protection Officer of Environmental Protection Department

Winner of The Ombudsman’s Awards 2021 for Officers of Public Organisations“Take complaints seriously and try my best to remedy problems” Mr Tsang Kai Ho, Environmental Protection Officer (Regional West) 13 of Environmental Protection Department"In October 2020, we received complaints from the public about polluted water discharge in Tuen Mun River. My team and I immediately carried out inspections to check the source of the sewage and conducted various tests to examine the condition of the public sewer and stormwater drains. In the end, we found that the incident was due to drainage leakage, causing the sewage to flow into the stormwater drain. We forwarded the case to the relevant department for arranging repair work in November, and the problem was then resolved." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2021, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Michael, Engineer of Drainage Services Department

Winner of The Ombudsman’s Awards 2020 for Officers of Public OrganisationsCheng Chun Wai, Michael, Engineer/Kowloon of Drainage Services Department““Provide quality service to the public with a customer-oriented mindset and proactive communication.” (The video is broadcasted in Cantonese) "In January 2019, a defective sewer laid six metres underground on Bulkeley Street caused an incident of sewage backflow. Before and during the repair works, my team and I approached several members of the Kowloon City District Council and reported the work progress to the residents and shop owners affected by the incident. We were grateful for the understanding shown by all parties concerned, even though half of the Bulkeley Street had to be enclosed for the repair works, which were sometimes carried out in the small hours. The repair works were completed smoothly, and the effort of my team was commended by local District Council members." For more details of The Ombudsman’s Awards 2020, please visit the Office of The Ombudsman website.  

[Distinguished Public Officers] Carrie, Chief Environmental Protection Inspector of Environmental Protection Department

Winner of The Ombudsman’s Awards 2020 for Officers of Public OrganisationsWong Ka Lai, Carrie, Chief Environmental Protection Inspector (Regional South) of Environmental Protection Department“Take action promptly with perseverance and determination.” (The video is in Cantonese) "On an afternoon in 2018, a large amount of milky water was discharged into the Shau Kei Wan Typhoon Shelter. Shortly afterwards, numerous complaints and enquiries reached me and my team. I immediately deployed staff to collect water samples and led other team members to trace the source of contamination. At the site, we saw that a whole stretch of the Typhoon Shelter had turned white, but the discharge had already stopped by that time, making it more difficult to trace the source. Losing no time in gathering evidence, we finally identified a construction site on the flat roof of a housing estate as the possible source." "Despite the challenges in the investigation, my team and I worked with determination and didn’t give up. In the following week, we visited the site every day to gather evidence, and reconstructed the sequence of events despite the absence of witnesses. Eventually, we not only successfully prosecuted the main contractor and subcontractor concerned but also monitored their extraction of residual milky water from the stormwater drains to prevent further pollution of the Typhoon Shelter." For more details of The Ombudsman’s Awards 2020, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Philip, Wetland and Fauna Conservation Officer of AFCD

Winner of The Ombudsman’s Awards 2020 for Officers of Public OrganisationsYip Sin Hang, Philip, Wetland and Fauna Conservation Officer (Enforcement) of Agriculture, Fisheries and Conservation Department“Communication is absolutely essential to complaint handling.” (The video is broadcasted in Cantonese) "In 2018, our monkey trapping programme was extended to the peripheries of countryside, under which we proposed to place large cages in urban areas to capture the monkeys causing a nuisance. Nevertheless, our proposal was met with considerable resistance, so I led my team of colleagues to assiduously engage the stakeholders. A case in point is an operation carried out in the Wong Tai Sin District in 2019. With more than 30 monkeys trapped on that occasion, the district stakeholders were able to personally observe that our operation was carefully organised, safe and effective.We managed to convince the sceptical parties to lend their venues for us to place the cages, thereby cilitating the mitigation of monkey nuisance under the programme." For more details of The Ombudsman’s Awards 2020, please visit the Office of The Ombudsman website.