For 2009/10, we exceeded our targets for 16 performance pledges and fully met 5 of the remaining 8 performance targets.
We delivered 99.7% of locally posted letters to recipients in Hong Kong on the next working day after posting, against a stringent target of 98%.
From time to time, we review our pledges with the aim of further improving our services. For 2010/11, we have set higher targets for our delivery service for locally posted letters, bulk economy letters and Hongkong Post Circular Service items, and for both locally posted and inward parcels.
We remain fully committed to achieving our performance pledges and thus continuing to provide the highest quality postal service for our community.
| 2009/10 Performance |
2009/10 Targets |
2010/11 Targets |
||
|---|---|---|---|---|
| Local and International Mail | ||||
| 1. | Deliver locally posted letters to addressees by the following working day. | 99.7% | 98.0% | 99.0% |
| 2. | Deliver Bulk Economy letters to addressees within 3 working days. | 100% | 99.0% | 99.5% |
| 3. | Deliver Hongkong Post Circular Service items within 4 working days. | 100% | 99.0% | 99.5% |
| 4. | Despatch outward airmail items, posted before the advertised latest time for posting, to the designated air carrier within the same day or the following working day, subject to availability of flights. | 96.7% | 99.0% | 99.0% |
| 5. | Deliver inward airmail items within 2 working days after arrival in Hong Kong. | 99.9% | 99.0% | 99.0% |
| 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. | 100% | 99.0% | 99.5% |
| 7. | Despatch outward air parcels, posted before the advertised latest time for posting, to the designated air carrier within the same day or the following working day, subject to availability of flights. | 99.8% | 99.0% | 99.0% |
| Speedpost and Local CourierPost | ||||
| 8. | Provide pick-up service for Speedpost items within the period as specified in the Service Information Sheet. | 99.9% | 99.5% | 99.5% |
| 9. | Deliver outward Speedpost items accepted before the specified latest times for posting to air carriers on the same day, subject to availability of flights. | 99.4% | 99.5% | 99.5% |
| 10. | Deliver inward Speedpost items on the same working day for items arriving before noon. | 99.1% | 99.5% | 99.5% |
| 11. | Deliver Local CourierPost items according to the standards specified in the Service Leaflet. | 99.8% | 99.5% | 99.5% |
| Retail Business | ||||
| 12. | Serve customers within 10 minutes during non-peak hours. | 99.8% | 98.0% | 98.0% |
| 13. | Serve customers within 25 minutes during peak hours or periods. 1 | 100% | 98.0% | 98.0% |
| 14. | Reset private franking machines at counters within 15 minutes. | 100% | 98.0% | 98.0% |
| 15. | Deliver products under the Local Standing Order Service at counters within 15 minutes. | 100% | 98.0% | 98.0% |
| Philately and PostShop Products | ||||
| 16. | Make products available for collection under the Local Standing Order Service on the first day of issue of the related special stamps. | 100% | 100% | 100% |
| 17. | Despatch overseas orders within 6 working days from date of receiving the order. | 100% | 100% | 100% |
| 18. | Open new philatelic accounts within 6 working days from date of receiving the application. | 100% | 100% | 100% |
| 19. | Deliver local orders for PostShop products within 6 working days from date of receiving the order. | 100% | 99.0% | 99.0% |
| Certification Authority | ||||
| 20. | Process applications for Hongkong Post e-Cert within the working days stipulated below:
|
100% | 99.0% | 99.0% |
| Hotlines | ||||
| 21. | Answer calls to Hongkong Post hotlines within 3 rings, i.e. within 12 seconds. | 93.0% | 90.0% | 90.0% |
| Application for Postal Services | ||||
| 22. | Process applications for the following services within 5 working days:
Process applications for the following services within 4 working days: 2
|
100% | 100% | 100% |
| 23. | Process applications for Hongkong Post Circular Service within 1 working day. | 100% | 100% | 100% |
| 24. | Process applications for Permit Mailing Service within 1 working day. | 100% | 99.0% | 99.0% |
Notes:
Peak periods include the first days of issue of philatelic products, seasonal pressure periods such as Christmas, Lunar New Year and the government bills peak collection time such as the whole month of January and the last week of April, July and October. Details of specific peak hours for individual post offices are displayed in the public hall.
Performance target has been revised from within “5 working days” to “4 working days” since 2009/10.
Please click here to download Our Pledge [PDF, 4 page of 431KB]