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SCS visits Working Family and Student Financial Assistance Agency (with photos)
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     The Secretary for the Civil Service, Mrs Ingrid Yeung, visited the Working Family and Student Financial Assistance Agency (WFSFAA) this afternoon (May 15) to learn about the department's recent efforts in applying technology and enhancing service quality and efficiency. She also exchanged views with staff representatives from various grades in the department.

     Accompanied by the Permanent Secretary for the Civil Service, Ms Shirley Lam, Mrs Yeung first met with the Head, WFSFAA, Mr Gilford Law, and the directorate staff and received a briefing on the latest developments of the department, as well as various dedicated financial assistance and loan schemes to support children and youths receiving education and encourage household members to stay in active employment. 

     Mrs Yeung then proceeded to the Counter Service Unit to understand the work of frontline staff in vetting financial assistance and loan applications. During the visit, the staff introduced the department's Online Counter Appointment System, which allows applicants to make appointments for services, reducing on-site waiting time. It also enables front-line staff to prepare for cases in advance, thereby enhancing processing efficiency.

     The WFSFAA staff demonstrated to Mrs Yeung the department's AI chatbot mascot S. Buddy on-site. Since its launch in 2023, the chatbot has been providing round-the-clock instant enquiry services on the department's website, handling an average of about 15 000 enquiries per month in the last financial year. In addition to providing information on various application schemes, S. Buddy is the first chatbot on government websites to provide real-time updates of application progress. 

     Mrs Yeung encouraged the department to make good use of technology, optimise the use of civil service manpower resources and continue to enhance work effectiveness.

     In the Loan Management Division, staff introduced the work on processing applications for non-means-tested loan schemes for post-secondary and tertiary students, and arranging repayments. Through continuous enhancement of the Student Finance Office E-link service on the e-service platform "eWFSFAA", services under student financial assistance schemes are digitised to facilitate applicants' online submissions of applications as well as financial assistance and loan account management, including uploading supporting documents, checking application progress, viewing loan statements and repayment statuses, and making online repayments. In addition, the WFSFAA has established a data matching mechanism with relevant government departments and tertiary institutions to more effectively verify the authenticity of application materials.

     The WFSFAA is currently exploring the use of an in-house developed computer programme to automate certain repetitive and simple workflows. Examples include instructing the loan management system to automatically update repayment records based on autopay repayment failure reports, and assisting in collecting and organising public transport fare information available online to facilitate the calculation of student travel subsidy amounts. These save certain manual data entry work and improve efficiency and service quality.

     Before concluding her visit, Mrs Yeung met with staff representatives from various grades in the department to exchange views on matters of concern to them.
 
Ends/Friday, May 15, 2026
Issued at HKT 19:17
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The Secretary for the Civil Service, Mrs Ingrid Yeung, visited the Working Family and Student Financial Assistance Agency (WFSFAA) this afternoon (May 15). Photo shows a WFSFAA staff member introducing Mrs Yeung (second left) to the department's Online Counter Appointment System, which allows applicants to make appointments for services, reducing on-site waiting time. Looking on are the Permanent Secretary for the Civil Service, Ms Shirley Lam (centre), and the Head, WFSFAA, Mr Gilford Law (second right).
The Secretary for the Civil Service, Mrs Ingrid Yeung, visited the Working Family and Student Financial Assistance Agency (WFSFAA) this afternoon (May 15). Photo shows Mrs Yeung (third left) being briefed by a WFSFAA staff member on the round-the-clock online instant enquiry services provided by the department's AI chatbot mascot S. Buddy. Looking on are the Permanent Secretary for the Civil Service, Ms Shirley Lam (second left), and the Head, WFSFAA, Mr Gilford Law (first left).
The Secretary for the Civil Service, Mrs Ingrid Yeung, visited the Working Family and Student Financial Assistance Agency (WFSFAA) this afternoon (May 15). Photo shows a WFSFAA staff member demostrating to Mrs Yeung (second left) the use of an in-house developing computer programme to automate repetitive and simple workflows to save the manual data entry process. Looking on are the Permanent Secretary for the Civil Service, Ms Shirley Lam (second right), and the Head , WFSFAA, Mr Gilford Law (first right).
The Secretary for the Civil Service, Mrs Ingrid Yeung, visited the Working Family and Student Financial Assistance Agency (WFSFAA) this afternoon (May 15) to learn about the department's recent efforts in applying technology and enhancing service quality and efficiency. Photo shows Mrs Yeung (second row, seventh left); the Permanent Secretary for the Civil Service, Ms Shirley Lam (second row, eighth left); and the Head, WFSFAA, Mr Gilford Law (second row, sixth left), with staff representatives from various grades in the department.