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LCQ6: Using IT to further enhance efficiency and convenience of public services
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    Following is a question by the Hon Sin Chung-kai and a reply by the Secretary for Commerce and Economic Development, Mr Frederick Ma, in the Legislative Council today (June 11):

Question:

    The Chief Executive stated in his Policy Address last year that he "will adhere to the 'people-based' principle in public services planning and identify what our people need, so as to provide them with more efficient and convenient services". In this connection, will the Government inform this Council:

(a) of the specific measures taken by the Government in the past six months which used information technologies (IT) to implement the "people-based" principle, and how these measures have achieved the target of "providing them with more efficient and convenient services";

(b) of the work plans to be launched by various government departments in the coming six months under which IT will be used to provide members of the public with more efficient and convenient services; and

(c) whether the concept of Web 2.0 has been introduced for the people to tell the Government through electronic channels what they think and need, so as to facilitate various government departments to deliver their services in adherence to the "people-based" principle?

Reply:

Madam President,

    Information Technology (IT) is a key enabler of applying the "people-based" principle to planning and delivering public services. We have widely used IT to bring more efficient and convenient services to the public. The improvements in efficiency and convenience take several forms such as reducing users' transaction costs, cutting turnaround times, enabling access to services outside office hours and providing a more personalised service.

    My reply to the three-part question raised by the Hon Sin Chung-kai is as follows:-

(a) Over the past months, we have developed and enhanced several IT systems in order to improve efficiency and convenience to users. I shall quote a few examples. The new e-Tax service provides a more personalised experience for taxpayers compared to previous online tax services. The Leisure Link Self-Service Kiosk System has made it quicker for members of the public to book sport facilities and leisure activities. The online licence application tracking has facilitated multi departments to join hands to further improve the licensing efficiency. Finally, the use of e-channels at the airport has been extended to frequent travellers, which enables them to enjoy speedy immigration clearance.

    We have also made it more convenient for the public to find the information and e-services that are relevant to them. The GovHK one-stop portal launched last year organises information in a user-centric way. The greater convenience has been reflected in growing usage of the portal and in the findings of customer satisfaction surveys. 87% of the respondents opined that their required information and services can be easily located, and 95% would like to use GovHK in the future.

    In order to provide convenient access to computing facilities including online public services, some 5,600 computers with Internet access have been installed in around 1,000 locations for free public use; free Wi-Fi service is being rolled out at specified government premises; and the Housing Authority also makes available facilities at 120 public housing estates for service providers to provide free Wi-Fi services to their tenants.

(b) In future, we will use IT to further enhance the efficiency and convenience of public services by launching new e-services, by improving the usability and convenience of existing services and by further widening access to computing facilities.

    Over the next six months, over 10 new e-Government services will be provided to the public; over 15 e-Government services will come on stream in 2009 and 2010.

    To name two examples. The Transport Information System will make it more convenient for the public to plan journeys by providing up-to-date traffic information and allowing them to search for optimal routes using public transport. And the development of the Electronic Health Record system will make it more efficient and convenient for patients to obtain integrated care from different healthcare providers.

    We will also make it more convenient for the public to find and use relevant information and services. We will provide a geographical user interface to make it more convenient and efficient for users to find location-based information. And we will use our Unified Identity Management Framework to provide a more convenient way for the public to register for and use e-services, while verifying their identity and safeguarding their personal data.

    On accessibility, we shall conduct a pilot scheme in setting up district cyber centres which will provide the hardware as well as technical support for children from low-income families and other needy residents to access online resources. 

(c) The Government is keenly aware that Web 2.0 and the related interactive technologies are powerful tools which can enable the Government to gain a better understanding of what the people think and need, so as to improve public service delivery. 
 
    There are many instances of Web 2.0 applications being used to identify what people need and think. For example, a blog entitled "VENTURES" was launched in May 2008 to encourage readers across Canada, Hong Kong and the Mainland to share their thoughts on trade and business issues. And I used a blog to initiate and participate in interactions with citizens on the 2008 Digital 21 Strategy for four months after it was published last December.

    At the same time, we are mindful that much of the population is yet to become familiar with Web 2.0 features and that some aspects of Web 2.0 can involve greater security/privacy risks. We therefore expect to use more traditional techniques for engaging with the public alongside Web 2.0 for a considerable period of time.

Ends/Wednesday, June 11, 2008
Issued at HKT 15:16

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