Hongkong Post - Our Pledge

In 2010/11, we exceeded the targets of 16 of our performance pledges and fully met 6 of the remaining 8 performance targets. We delivered 99.8% of locally posted letters to recipients in Hong Kong on the next working day after posting, against a stringent target of 99%.

From time to time, we review our performance pledges to meet changing customer and operational needs. For 2011/12, we have revised the pledges on despatching of outward airmail and parcels to include peak and non-peak periods and introduced a new pledge on despatching of outward bulk air mail items.

Looking forward, we remain fully committed to achieving our performance targets and continuing to provide quality postal service of which our community can be proud of.

Performance Pledge

Performance Pledge
		2010/11 Performance	2010/11 Targets	2011/12 Targets
Local and International Mail
1.	Deliver locally posted letters to local addressees by the following working day.	99.8%	99.0%	99.0%
2.	Deliver Bulk Economy letters to addressees within 3 working days.	100%	99.5%	99.5%
3.	Deliver Hongkong Post Circular Service items within 4 working days.	100%	99.5%	99.5%
4ⁱ.	Despatch outward airmail items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights.
	Non-peak periodsⁱⁱ Within the same day or the following working day	98.7%	99.0%	99.0%
	Peak periodsⁱⁱⁱ Within 5 working days	98.7%	99.0%	90.0%
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%	99.5%	99.5%
7ⁱ.	Despatch outward air parcels, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights.
	Non-peak periodsⁱⁱ Within 2 working days	97.9%	99.0%	99.0%
	Peak periodsⁱⁱⁱ Within 5 working days	97.9%	99.0%	90.0%
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 periodsⁱⁱ Within 3 working days	--	--	90.0%
	Peak periodsⁱⁱⁱ Within 7 working days	--	--	90.0%
Speedpost and Local CourierPost
9.	Provide pick-up service for Speedpost items within the period as specified in the Service Information Sheet.	99.9%	99.5%	99.5%
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%	99.5%	99.5%
11.	Deliver inward Speedpost items on the same working day for items arriving before 6:00am^v.	99.7%	99.5%	99.5%
12.	Deliver Local CourierPost items according to the standards specified in the Service Leaflet.	99.9%	99.5%	99.5%
Retail Business
13.	Serve customers within 10 minutes during non-peak hours.	98.4%	98.0%	98.0%
14.	Serve customers within 25 minutes during peak hours or periods^vi.	99.8%	98.0%	98.0%
15.	Reset private franking machines at counters within 15 minutes.	100%	98.0%	98.0%
16.	Deliver products under the Local Standing Order Service at counters within 15 minutes.	100%	98.0%	98.0%
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%	100%
18.	Despatch overseas orders within 5 working days^vii from date of receiving the order.	100%	100%	100%
19.	Open new philatelic accounts within 6 working days from date of receiving the application.	100%	100%	100%
20.	Deliver local orders for PostShop products within 6 working days from date of receiving the order.	100%	99.0%	99.0%
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	100%	99.0%	99.0%
Hotlines
22.	Answer calls to Hongkong Post Hotlines within 3 rings, i.e. within 12 seconds.	92.9%	90.0%	90.0%
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%	100%
24.	Process applications for Hongkong Post Circular Service within 1 working day.	100%	100%	100%
25.	Process applications for Permit Mailing Service within 1 working day.	100%	99.0%	99.0%

Notes:

Revised pledge in 2011/12 to include peak and non-peak periods.
Non-peak periods include the whole period from January to August.
Peak periods include the whole period from September to December.
New pledge for 2011/12.
Deliver inward Speedpost items on the same working day for items arriving before noon in 2010/11.
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.
Despatch overseas orders within 6 working days from the date of receiving the order in 2010/11.