Performance Pledges

It has always been the goal of the Immigration Department to render efficient and courteous services to members of the public while maintaining effective immigration control.

With this in mind, the Department launched its performance pledges in December 1992. Since then, performance pledges have been published annually. Through these pledges, members of the public are informed of the standards of service which they can expect from the Department in its immigration clearance work, registration of births, deaths and marriages, and issuing of identity cards, travel documents and visas. They are also advised what they can do when the standards are not met.

Immigration Department Users’ Committee

For the purpose of effectively monitoring the performance of the Department on the pledges made, a Users’ Committee has been established since September 1993. It is chaired by the Director of Immigration. Members include representatives from various trades and industries concerned. The Committee meets half-yearly to monitor and review the fulfillment of performance pledges, advises the Director of Immigration on areas of service that may require improvements, and helps determine the level of resources required to achieve the standards set.

Performance

Visas and Permits

Pledges for different types of entry visa applications were generally fulfilled. In 2018, 99.1 per cent of employment visa applications were finalised within four weeks, exceeding the pledge of 90 per cent within four weeks. For other visa applications, 99.5 per cent were finalised within six weeks, exceeding the pledge of 90 per cent. As regards visit visa applications, 100 per cent were finalised within the pledged four weeks.

In the same period, all applications for HKSAR Travel Passes, working holiday visas, entry permits for Mainland fisherman deckhands, entry permits under the Admission Scheme for Mainland Talents and Professionals, and multiple entry permits for Chinese residents of Taiwan working, studying or residing in Hong Kong met the pledged standards. As regards Pre-arrival Registration for Taiwan residents, all applications were finalised with results made known to the applicants on the day of application, whereas about 90 per cent of multiple visit permits for Taiwan residents for a stay of 30 days were finalised within the pledged two working days. For applications for Certificate of Entitlement to the Right of Abode in the HKSAR, 100 per cent of them were finalised within three months, exceeding the pledge of 95 per cent.

Immigration Control Points

In 2018, all the control points were able to clear Hong Kong residents within 15-minute waiting time. As regards visitors, the Airport Control Point cleared 99.9 per cent of visitors within 15-minute waiting time, which was better than the pledged standard. For other control points at the China Ferry Terminal, the Macau Ferry Terminal, the Kai Tak Cruise Terminal, the Tuen Mun Ferry Terminal, Lo Wu, Hung Hom, Lok Ma Chau Spur Line, Express Rail Link West Kowloon, Lok Ma Chau, Man Kam To, Sha Tau Kok and Shenzhen Bay, they were able to clear over 99.9 per cent of visitors within 30-minute waiting time on average. The Hong Kong-Zhuhai-Macao Bridge Control Point was also able to clear 98.7 per cent of visitors within 30-minute waiting time.

Registration for Identity Cards

Starting from 2 January 2014, the standard processing time at counter for registration for a Hong Kong identity card has been shortened from 75 minutes to 60 minutes (applicable to 95 per cent of the applications). This performance pledge was fulfilled in 2018, while all identity cards were issued on the 10th working day. Moreover, all the applicants could be provided with service on the day of attendance.

Registration of Births, Deaths and Marriages

The standard processing time of 30 minutes at the counter for registration of births or deaths, and for giving notice of intended marriage was generally met in 2018.

With effect from 28 June 2018, the due day for ‘Search of Birth or Death Records’, ‘Issue of Certified Copy of Birth or Death Certificate (if search of records is not involved)’ and ‘Search of Marriage Records and/or Issue of Certified Copy of Marriage Certificate’ has been shortened from nine working days to seven working days; and the due day for ‘Issue of Certified Copy of Birth or Death Certificate (if search of records is involved)’ has been shortened from 14 working days to 10 working days. If the birth or death records concerned have been converted into computer records, the certified copies of certificates could be issued within 10 minutes. In 2018, the relevant performance pledges were fulfilled both before and after service enhancement.

Travel Documents

In 2018, the pledges of issuing an HKSAR passport and Document of Identity for Visa Purposes within 10 working days and issuing an HKSAR passport to a child applicant not holding a Hong Kong Permanent Identity Card in 14 working days were met. Moreover, the pledge of issuing a Seaman’s Identity Book and a Re-entry Permit on the same day of application was fulfilled.

Chinese Nationality Matters

In 2018, the pledge that 100 per cent of applicants would be issued with confirmation letters on declaration of change of nationality on the same day of application was fulfilled. The pledge that 80 per cent of applications for renunciation of Chinese nationality would be finalised within two months upon receipt of all necessary documents was also fulfilled. As regards applications for naturalisation as a Chinese national and restoration of Chinese nationality, the pledge of finalising 80 per cent of the applications within three months upon receipt of all necessary documents was fulfilled.

Quality Service

Immigration Department Homepage

The Department’s homepage (www.immd.gov.hk) is available in traditional Chinese, simplified Chinese and English versions. It contains up-to-date information on immigration services and gives Internet users the convenience of downloading commonly used application forms. The homepage was revamped on 10 March 2015. Its customer-oriented design provides an easy gateway for users to access electronic services and essential information about all our services. It continues to adopt the Web Accessibility Design, ensuring the contents are available for all, including persons with disabilities, the elderly and persons beset with colour-blindness, cognitive and physical issues such as dyslexia, etc.

Immigration Mobile Application

The Hong Kong Immigration Mobile Application was launched on 5 December 2013. It not only provides Hong Kong residents and visitors with the latest information on estimated passenger waiting time at major land boundary control points, but also posts the latest and frequently used information of our services.

The Department launched an updated version of the Hong Kong Immigration Mobile Application in November 2018. Apart from the existing services, the updated version allows residents to make appointments for identity card registration or replacement and fill in the relevant application forms in advance, which have facilitated the application process. As at 31 December 2018, around 241,000 downloads had been recorded.

‘Hong Kong Immigration Department’ YouTube Channel

The official YouTube Channel ‘Hong Kong Immigration Department’ was launched on 1 February 2016 to give the public access to information on the services and activities of the Department anytime and anywhere. Video clips uploaded to the Channel are grouped under three categories, namely ‘Easy Access’, ‘About Us’ and ‘Departmental Activities’. Under the ‘Easy Access’ category, the Department has produced over 40 videos which feature services most commonly used by the public and their respective application requirements and procedures. In 2018, the Department produced several short videos, which covered the promotion of the Territory-wide Identity Card Replacement Exercise, a reminder for members of the public who were born in 1985-1986 to replace their identity cards and an introduction of the e-Channel clearance process for new smart identity card holders. For the other two categories, short videos introducing our work and activities have been uploaded, offering another avenue for the public to get to know about the Department. The total number of views of the Channel is over 1.28 million since its launch. The Department will continue to produce more videos to better meet public needs and provide greater convenience for the public.

Courtesy Campaign

To foster a customer-focused service culture and to enhance staff commitment, the Most Courteous Immigration Control Officers election campaign was held in November 2018 for the 23rd consecutive year. The winners were elected through voting by travellers at immigration control points. The officer with the highest number of votes was also appointed by the Hong Kong Tourism Board as the ‘Hong Kong Courtesy Ambassador’. This activity helps promote tourism.

2018 Hong Kong International Airport Customer Service Excellence Programme

In the 2018 Hong Kong International Airport Customer Service Excellence Programme organised by the Airport Authority Hong Kong (AA), the Airport Division of the Department won the Best Customer Service of the Year in Corporate Excellence Award and the Outstanding Customer Service in Cross-company Excellence Award with the AA. In addition, the Department was awarded the Best Customer Service Enhancement Award and the Hong Kong International Airport 20th Anniversary Best Company for Customer Service Innovation Award.

The Ombudsman’s Awards 2018

In 2018, two members of the Department received The Ombudsman’s Awards for Officers of Public Organisations, making it the 20th consecutive year that our officers were awarded. The awards were given in recognition of the Department’s professional and proactive attitude towards complaint handling as well as our concerted efforts in providing quality services for the public.

The Secretary for the Civil Service (SCS)’s Commendation Award Scheme 2018

Administered by the Civil Service Bureau, the SCS’s Commendation Award Scheme aims at commending civil servants in recognition of their consistently meritorious performance. In 2018, four members of the Department were commended under the Scheme. Since the introduction of the Scheme in 2004, it has been the 15th consecutive year that our staff members were commended.

Caring Organisation

In recognition of our contribution to caring for the community, our employees and the environment, the Department has been awarded the Caring Organisation Logo by the Hong Kong Council of Social Service since 2006 and the 10 Years Plus Caring Organisation Logo since 2015-16. In addition, two members of our staff were awarded as Caring Ambassadors in 2018-19 for their active participation in and support to social activities.

Customer Feedback

The Department values all customer feedback, be it praises or complaints. Positive feedback from the public not only recognises our efforts in providing quality services, but also provides the foundation for maintaining the Department’s service standards. The Customer Services Unit of the Department is set up to receive complaints and monitor the respective replies. Complaints received are treated positively and constructively as a source of motivation for further improvement. In the course of handling complaints, the Department has the opportunity to examine the quality of services from different perspectives so as to better ourselves in meeting the expectations of our community.

Assistance to Persons with Disabilities

It is the government’s established policy objective to provide a barrier-free environment for persons with disabilities so that they can have access to premises and make use of the facilities and services therein on an equal basis with others, thereby enabling them to live independently and fully integrate into the community. In this regard, the Department’s premises are equipped with ancillary facilities and services for persons with disabilities, such as induction loop systems for persons with hearing impairment, tactile guide paths, special help-through channels at control points, etc. The Department also reviews existing facilities regularly and makes improvements as far as feasible in order to provide quality services for them. Training is provided for staff, especially frontline staff members who have frequent and direct contact with members of the public, to enable them to serve the public in a fair and just manner, and to identify those who show signs of disability and are in need. Designated officers have been appointed in offices of the Department to serve as the first points of contact on accessibility issues at the offices.

To further facilitate the use of self-service immigration clearance by visually impaired persons, the voice-navigated e-Channel service was extended from the Lok Ma Chau Spur Line, Macau Ferry Terminal, Shenzhen Bay and China Ferry Terminal Control Points to the Lo Wu Control Point and the newly commissioned Express Rail Link West Kowloon and Hong Kong-Zhuhai-Macao Bridge Control Points in 2018. To use the service, visually impaired persons should first press the activation button at the entrance of the e-Channel to initiate the voice navigation function. Voice instructions will then guide them through all the steps, including when the gates open or close, to complete the clearance process.

Sustainable Development

In the face of the ever changing conditions, the Department attaches great importance to staff’s sustainable development. With the creation of a life-long learning culture within the Department, staff members are encouraged to keep pace with society and strive for excellence. The Immigration Service Institute of Training and Development regularly reviews the departmental training strategy and provides staff with updated job knowledge and management skills through a variety of training programmes. This not only enhances the overall work efficiency, but also contributes to the sustainable development of both the Department and its staff. In 2018, the Department collaborated with the Open University of Hong Kong Li Ka Shing Institute of Professional and Continuing Education to offer three induction and in-service training programmes for the Immigration Assistant Grade staff, which were recognised under the Qualifications Framework (QF). Upon completion of the induction training programmes under the QF, the newly recruited Immigration Assistants will be awarded the Professional Diploma in Immigration Services and Control, which is at QF Level 4 (equivalent to the level of sub-degree). In addition, Senior Immigration Assistants and Chief Immigration Assistants who have completed the relevant in-service training programmes will be awarded the Professional Certificate in Preparatory Management in Immigration Services and Control, which is at QF Level 4 (equivalent to the level of sub-degree), and the Professional Certificate in Frontline Management in Immigration Services and Control, which is at QF Level 5 (equivalent to the level of Bachelor Degree), respectively.