Performance Pledge Targets
2011/12		 Performance
2011/12
LOCAL AND NON-LOCAL MAIL
1. Deliver locally posted letters to local addressees by the following working day. 99.0% 99.0%
2. Deliver Bulk Economy letters to addressees within 3 working days. 99.5% 100%
3. Deliver Hongkong Post Circular Service items within 4 working days. 99.5% 100%
4. i Despatch outward airmail items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights.
Non-peak periods ii Within the same day or the following working day
Peak periods iii Within 5 working days

 

99.0%
90.0%

 

95.9%
99.9%
5. Deliver inward airmail items within 2 working days after arrival in Hong Kong. 99.0% 99.9%
6. Deliver local and inward parcels within 2 working days after day of posting or arrival to Hong Kong, Kowloon and major commercial and industrial areas in the New Territories, and within 3 working days to other areas. 99.5% 100%
7. i Despatch outward air parcels, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights.
Non-peak periods ii Within 2 working days
Peak periods iii Within 5 working days

 

99.0%
90.0%

 

99.9%
100%
8. iv Despatch outward bulk air mail items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights.
Non-peak periods ii Within 3 working days
Peak periods iii Within 7 working days

 

90.0%
90.0%

 

97.7%
100%
SPEEDPOST AND LOCAL COURIERPOST
9. Provide pick-up service for Speedpost items within the period as specified in the Service Information Sheet. 99.5% 99.9%
10. Deliver outward Speedpost items accepted before the specified latest times for posting to air carriers on the same day, subject to availability of flights. 99.5% 98.3%
11. Deliver inward Speedpost items on the same working day for items arriving before 6:00am v. 99.5% 99.8%
12. Deliver Local CourierPost items according to the standards specified in the Service Leaflet. 99.5% 99.6%
RETAIL BUSINESS
13. Serve customers within 10 minutes during non-peak hours. 98.0% 99.9%
14. Serve customers within 25 minutes during peak hours or periods vi. 98.0% 100%
15. Reset private franking machines at counters within 15 minutes. 98.0% 100%
16. Deliver products under the Local Standing Order Service at counters within 15 minutes. 98.0% 100%
PHILATELY AND POSTSHOP PRODUCTS
17. Make products available for collection under the Local Standing Order Service on the first day of issue of the related special stamps. 100% 100%
18. Despatch non-local orders within 5 working days vii from date of receiving the order. 100% 100%
19. Open new philatelic accounts within 6 working days from date of receiving the application. 100% 100%
20. Deliver local orders for PostShop products within 6 working days from date of receiving the order. 99.0% 100%
CERTIFICATION AUTHORITY
21. Process applications for Hongkong Post e-Cert within the working days stipulated below:
  • e-Cert (Personal) - 3 days
  • e-Cert (Organisational) - 10 days
  • e-Cert (Encipherment) - 10 days
  • e-Cert (Server) - 10 days
 99.0% 99.6%
HOTLINES
22. Answer calls to Hongkong Post Hotlines within 3 rings, i.e. within 12 seconds. 90.0% 96.3%
APPLICATION FOR POSTAL SERVICES
23. Process applications for the following services within 5 working days:
  • Post Office Boxes
  • Use of Private Franking Machine
  • Opening of Deposit Accounts for posting of mail in bulk
  • Redirection Service

    Process applications for the following services within 4 working days:
  • Freepost
  • Business Reply Service
  • International Business Reply Service
 100% 100%
24. Process applications for Hongkong Post Circular Service within 1 working day 100% 100%
25. Process applications for Permit Mailing Service within 1 working day 99.0% 99.6%

Notes:

  1. Revised pledge in 2011/12 to include peak and non-peak periods.
  2. Non-peak periods include the whole period from January to August.
  3. Peak periods include the whole period from September to December.
  4. New pledge for 2011/12.
  5. Deliver inward Speedpost items on the same working day for items arriving before noon in 2010/11.
  6. Peak periods include the first days of issue of philatelic products, seasonal pressure periods such as Christmas, Lunar New Year and the rnment bills peak collection time such as the whole month of January and the last week of April, July andOctober.Details of specific peak hours for individual post offices are displayed in the public hall.
  7. Despatch non-local orders within 6 working days from the date of receiving the order in 2010/11
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