Hongkong Post pledges to fulfill customers' needs and meet their expectations by providing an effective, efficient and affordable postal service. As at 31 March 2012, we operated 128 post offices in Hong Kong. During the year, we handled 1.31 billion mail items, processed over 17 million bills and issued eight sets of special stamps.
In 2011/12, we exceeded the targets of 20 of our performance pledges and fully met six of the remaining eight performance targets. We met the stringent target to deliver 99% of locally posted letters to recipients in Hong Kong on the next working day after posting. To achieve this, we rely on our dedicated workforce and the holistic monitoring mechanism in place to households to ensure timely and accurate delivery.
Hongkong Post's commitments in the pursuit of service excellence were recognised with a number of awards during the year. Our Speedpost service continued to achieve the Universal Postal Union's Gold Level Certification for outstanding express mail service performance. Other awards received during the year include "The Best SME Partners 2011 - Logistics" organised by Economic Digest and "Hong Kong Leaders' Choice 2012 - Excellent Brand of Business Express Services" organised by Metro Finance.
Looking ahead, we remain fully committed to achieving our performance pledges and will continue to provide the highest quality postal service for our community.
| 2011/12 Performance |
2011/12 Targets |
2012/13 Targets |
||
|---|---|---|---|---|
| Local and International Mail | ||||
| 1. | Deliver locally posted letters to local addressees by the following working day. | 99.0% | 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% |
| 4. | Despatch outward air mail items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights. | |||
| Non-peak periodsi Within the same day or the following working day | 95.9% | 99.0% | 99.0% | |
| Peak periodsii Within 5 working days | 99.9% | 90.0% | 90.0% | |
| 5. | Deliver inward air mail 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% |
| 7. | Despatch outward air parcels, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights. | |||
| Non-peak periodsi Within 2 working days | 99.9% | 99.0% | 99.0% | |
| Peak periodsii Within 5 working days | 100% | 99.0% | 90.0% | |
| 8. | 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 periodsi Within 3 working days | 97.7% | 90.0% | 90.0% | |
| Peak periodsii Within 7 working days | 100% | 90.0% | 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. | 98.3% | 99.5% | 99.5% |
| 11. | Deliver inward Speedpost items on the same working day for items arriving before 6:00am. | 99.8% | 99.5% | 99.5% |
| 12. | Deliver Local CourierPost items according to the standards specified in the Service Leaflet. | 99.6% | 99.5% | 99.5% |
| Retail Business | ||||
| 13. | Serve customers within 10 minutes during non-peak hours. | 99.9% | 98.0% | 98.0% |
| 14. | Serve customers within 25 minutes during peak hours or periodsiii. | 100% | 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 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:
|
99.6% | 99.0% | 99.0% |
| Hotlines | ||||
| 22. | Answer calls to Hongkong Post Hotlines within 3 rings, i.e. within 12 seconds. | 96.3% | 90.0% | 90.0% |
| Application for Postal Services | ||||
| 23. | Process applications for the following services within 5 working days:
Process applications for the following services within 4 working days:
|
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. | 99.6% | 99.0% | 99.0% |
Notes:
Please click here to download Our Pledge [PDF, 5 pages of 554KB]