Service Excellence

The department provides convenient and courteous visa processing services to the public and visitors.

Pledges for different types of entry visa applications were generally fulfilled. In 2019, 98.9 per cent of employment visa applications were finalised within four weeks, exceeding the pledge of 90 per cent. For other visa applications, 99.6 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 four weeks as pledged.

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 as pledged with results made known to the applicants on the day of application, while 96.2 per cent of multiple visit permits for Taiwan residents for a stay of 30 days were finalised within two working days as pledged. For applications for a 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.

In 2019, 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, Shenzhen Bay and the Hong Kong-Zhuhai-Macao Bridge Hong Kong Port, they were able to clear over 99.9 per cent of visitors within 30-minute waiting time on average.

The department is always committed to providing high quality and courteous immigration clearance service.

With effect from 2 January 2014, the standard processing time at the counter for registration for a Hong Kong identity card has been shortened from 75 minutes to 60 minutes. With effect from 1 February 2019, the normal processing time for the issuance of a new smart identity card has been shortened from 10 working days to 7 working days (except Saturdays and general holidays). This performance pledge was fulfilled in 2019 with all identity cards issued on the 7th working day. Moreover, all applicants could be provided with service on the day of attendance.

It was pledged that registration for identity card could be completed at counter within 60 minutes and identity card would be issued on the 10th working day.

The service standard for completing the processing of applications for registration of births or deaths, or for giving notice of intended marriage at the counter within 30 minutes was generally met in 2019. Moreover, we acheived the pledged targets of issuing results of searches of birth, death or marriage records and issuing certified copies of such records within seven working days; and conducting searches of birth or death records and issuing certified copies of such records within 10 working days upon receipt of all necessary documents. For the birth or death records concerned that had already been converted into computer records, the pledge of issuing certified copies of birth or death certificates within 10 minutes could also be fulfilled.

With effect from 14 May 2019, the time required for processing applications for an HKSAR passport or a Document of Identity for Visa Purposes has been shortened from 10 working days to 5 working days, while the time required for processing applications for an HKSAR passport in relation to children aged under 11 not holding a Hong Kong permanent identity card has been shortened from 14 working days to 10 working days. In 2019, the pledges made both before and after service enhancement were fulfilled. Moreover, the pledge of issuing a Seaman's Identity Book and a Re-entry Permit on the same day of application was fulfilled.

It was pledged that the applications for an HKSAR passport or a Document of Identity for Visa Purposes within 5 working days.

In 2019, 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.

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.

The departmental homepage provides an easy gateway for users to access the department's electronic services and the essential information about all aspects of our services.

Hong Kong Immigration Mobile Application

The Hong Kong Immigration Mobile Application (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 on our services.

Moreover, to tie in with the introduction of the new smart identity card and the commencement of the Territory-wide Identity Card Replacement Exercise, the department launched an updated version of the Mobile Application on 26 November 2018 to include new electronic services, namely 'Booking for General HKID Application' and 'Information on and Booking for HKID Replacement Exercise'. With the introduction of the Next Generation Electronic Passport (e-Passport) and Electronic Document of Identity for Visa Purposes (e-Doc/I), additional functions, namely 'Application for HKSAR Travel Documents', Appointment Booking for 'Application for HKSAR Travel Documents' and 'Collection of HKSAR Travel Documents' have been provided since 14 May 2019, with a view to facilitating Hong Kong residents' applications for HKSAR travel documents.

The official YouTube Channel 'Hong Kong Immigration Department' was launched on 1 February 2016.

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 60 videos which feature services most commonly used by the public and their respective application requirements and procedures. In 2019, the department produced several short videos, which covered the promotion of the Next Generation HKSAR e-Passport and e-Doc/I, a reminder for eligible residents about identity card replacement, and a reminder that employers should refrain from employing illegal workers. 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 has been over 16 million since its launch. The department will continue to produce more videos to better meet public needs and provide greater convenience for the public.

In 2019, the department won the Grand Award of The Ombudsman's Awards for Public Organisations under the Ombudsman's Awards Scheme. This was the fifth time that the department had been awarded this honour in recognition of our professionalism in complaint handling as well as our concerted efforts in providing quality services for the public. Two colleagues were also awarded The Ombudsman's Awards for Officers of Public Organisations. It was the 21st consecutive year that our officers had been granted the award.

Members of the department won the Grand Award of The Ombudsman's Awards for Public Organisations.

The department was voted the winner of the award for the World's Best Airport Immigration Service 2019 in the World Passenger Survey commissioned by Skytrax, an international specialist research agent of the air transport industry. It was the third time that the department had received the award after winning it in 2015 and 2016. The survey was conducted between August 2018 and February 2019, covering over 550 airports worldwide, and survey questionnaires were collected from over 13 million air passengers of more than 100 nationalities. The award showed that our efforts to continuously improve our service standards were recognised by passengers from around the world.

The department was voted the winner of the award for the World's Best Airport Immigration Service 2019 in the World Passenger Survey commissioned by Skytrax.

In the Civil Service Outstanding Service Award Scheme 2019 organised by the Civil Service Bureau (CSB), the department also won a number of awards for its excellent services, including the Gold Prize of the Team Award (General Service), the Silver Prize of the Team Award (Regulatory Service), the Silver Prize and Meritorious Award of the Team Award (Specialised Service), the Bronze Prize of the Departmental Service Enhancement Award (Large Department Category) and the Bronze Prize of the Partnership Award.

The department won a number of awards for its excellent services.

The new Hong Kong Smart Identity Card and the Next Generation HKSAR e-Passport introduced by the department won the awards for the Best New ID card and the Best New e-Passport in the award category of Regional ID Document of the Year 2019, hosted by High Security Printing Asia . The awards were granted in recognition of the distinguished achievements of the department in developing the new smart identity card and the new e-Passport.

The new Hong Kong Smart Identity Card and the Next Generation HKSAR e-Passport won the awards for the Best New ID card and the Best New e-Passport in the award category of Regional ID Document of the Year 2019, hosted by High Security Printing Asia.

In the 2019 Hong Kong International Airport Customer Service Excellence Programme organised by the Airport Authority Hong Kong, the Airport Division of the department won the Best Customer Service Enhancement Award and the Corporate Excellence Awards – Outstanding Customer Service. In addition, the Airport Division of the department was also awarded the Certificate of Appreciation of the Cross-company Excellence Awards.

The Airport Division of the department won the Best Customer Service Enhancement Award and the Corporate Excellence Awards – Outstanding Customer Service in the 2019 Hong Kong International Airport Customer Service Excellence Programme.

Administered by the CSB, the SCS's Commendation Award Scheme aims at commending civil servants for their consistently meritorious performance. In 2019, six members of the department were commended under the Scheme. Our staff members had been commended for the 16th consecutive year since the introduction of the Scheme in 2004.

The SCS's Commendation Award Scheme 2019

To foster a customer-focused service culture and to enhance staff commitment, the Most Courteous Immigration Control Officers election campaign was held in November 2019 for the 24th 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.

The department conducts annual campaign on voting for most courteous Immigration Control Officer.

In recognition of our contribution to caring for the community, our staff 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 2019-20 for their active participation in and support to social activities.

The department has been awarded the 10 Years Plus Caring Organisation Logo since 2015-16.

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 raising 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.

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 has equipped its premises 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 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, in addition to the control points at Lok Ma Chau Spur Line, Macau Ferry Terminal, Shenzhen Bay, China Ferry Terminal, Lo Wu, Express Rail Link West Kowloon and Hong Kong-Zhuhai-Macao Bridge, the voice navigated e-Channel service was planned to be extended to the Hung Hom Control Point and was expected to come into operation in 2020. 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.

The department has equipped its premises with ancillary facilities and services for persons with disabilities.