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Under the charge of an Assistant Director, the Management and Support Branch comprises the Service Management Division, the Quality Assurance Division and the Immigration Service Institute of Training and Development, each headed by a Principal Immigration Officer.
The Service Management Division deals with matters relating to the welfare and discipline of about 7,000 service staff as well as public relations. The Quality Assurance Division is dedicated to conducting management audits, reviewing complaints from the public and planning the construction of the new Immigration Headquarters. The Immigration Service Institute of Training and Development (ISITD) is responsible for the recruitment, training, deployment and career development of service staff.
Organisation Chart of Management and Support Branch.
The Departmental Management Division is put under the charge of a Principal Executive Officer who is directly responsible to the Deputy Director for matters on personnel management, establishment control, finance, supplies and general administration of the department.
Organisation Chart of Departmental Management Division
To meet the manpower demand for business development, the department launched a new round of in-service appointment and open recruitment of Immigration Officers in May and June 2021 respectively, while the open recruitment of Immigration Assistants continued to be conducted all year round. During the recruitment exercises in 2021, the department recruited about 80 Immigration Officers and 150 Immigration Assistants.
The department participated in the 27th Hong Kong International Education Expo to introduce its recruitment exercises to the public.
To attract people of high calibre to join the service, the department stepped up the promotion of its recruitment exercises through different means, such as posters, videos about the posts and career talks. In July 2021, the department participated in the Education & Careers Expo held at the Hong Kong Convention and Exhibition Centre to introduce its recruitment exercises to the public and enhance its professional image. The department also actively organised career talks for various tertiary institutions, institutes of vocational education, schools of continuing education and youth organisations, with a view to attracting young people of high calibre to join the service. Due to the epidemic, the department participated in virtual career fairs organised by a number of tertiary institutions to promote its recruitment exercises among graduating students through the application of information technology. In 2021, the department reached out to more than 13,000 young people at these virtual career fairs.
Syndicate discussion is part of the selection procedures of Immigration Officer and Immigration Assistant.
It is our strong belief that a professional and effective workforce relies on the dedication of every staff member to provide excellent service by playing to their strengths. The Career Development Sub-division of the Management and Support Branch is tasked to organise recruitment exercises, make strategic staff posting, manage staff performance and draw up training plans. It also strives to formulate tailor-made career development plans for Immigration Service Grade staff. The Career Development Sub-division also reviews the overall staff deployment plan to meet operational needs.
The ISITD is responsible for identifying the training needs of Immigration Service members, formulating the annual training and staff development plan, conducting in-service training and evaluating the effectiveness of training programmes. It also provides training courses and learning resources for Immigration Service members to ensure that service staff at different levels are equipped with the necessary skills to meet challenges. It also promotes the culture of life-long learning in the department.
Immigration staff undergo diverse and multi-disciplinary training at ISITD.
The ISITD is a 13-storey purpose-built complex that houses a variety of training and residential facilities. Generic facilities include a drill ground, classrooms, a lecture theatre, an indoor swimming pool, a Learning Resource Centre, an Information Resources Centre, a Tactical Training Ground, a physical fitness centre and a gymnasium with elevated running tracks. Specific training facilities such as an Immigration Control System (ICONS) Training Centre, an Automated Immigration Clearance Training Centre, video recording interview rooms, a mock court, a Simulated Scenarios Tactical Training Centre, a Simulated Dormitory and Dayroom and a Simulated Isolation Cell and Protected Room of the Castle Peak Bay Immigration Centre, as well as a newly built Mock Immigration Clearance Hall and a Simulated Training Venue (Investigation Skills) are set up to cater for job-related training in a mock environment. The ISITD also provides residential facilities for trainees to help cultivate a sense of discipline and to boost esprit de corps. In addition, the Training Gallery at the ISITD reopened following its upgrading works, with newly added innovative and interactive elements, which provides a detailed account of the work and historical development of the department.
The ISITD houses a variety of training and residential facilities which includes a Tactical Training Ground and a gymnasium.
The Training Gallery at the ISITD reopened following its upgrading works.
The ISITD serves to equip service staff with professional knowledge and skills for serving the community. The ISITD keeps enhancing the induction and in-service training so as to keep pace with the department's latest development. The ISITD also actively collaborates with the Mainland and overseas counterparts in organising exchange programmes. In addition, to promote life-long learning and personal development, the department sponsors staff to undertake various training programmes provided by other government departments or outside organisations.
The department has been committed to providing flexible and diverse learning pathways for members of the Immigration Service with a view to enhancing the quality of the Immigration Service, while promoting life-long learning culture among its members to facilitate their personal development. Since 2019, the department, in the capacity of programme operator, was recognised by the Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) to operate quality assured induction and in-service training programmes under the Hong Kong Qualifications Framework (HKQF) for both Officer grade and Rank & File grade.
At present, the department is self-operating a total of six accredited training programmes, including the three programmes pitched at HKQF Level 5 (equivalent to bachelor's degree level), namely the Professional Certificate in Effective Leadership and Management for Senior Immigration Officer, the Professional Diploma in Management in Immigration Services and Control for Immigration Officer and the Professional Certificate in Frontline Management in Immigration Services and Control for Chief Immigration Assistant, and the three programmes pitched at HKQF Level 4 (equivalent to associate degree or higher diploma level), namely the Professional Certificate in Preparatory Management in Immigration Services and Control for Senior Immigration Assistant, the Professional Diploma in Immigration Control and Passenger Clearance for Immigration Assistant and the Professional Diploma in Immigration Services and Control for Immigration Assistant. As at the end of 2021, a total of 2,256 members of the Immigration Service, comprising 25 Senior Immigration Officers, 192 Immigration Officers, 175 Chief Immigration Assistants, 190 Senior Immigration Assistants and 1,674 Immigration Assistants had completed the training programmes. The department will continue to apply for the inclusion of various training programmes in the Qualifications Register so that more service members can acquire the relevant professional qualifications.
The ISITD conducts two major categories of training, namely induction training and in-service training. Induction training aims to equip new recruits with the necessary skills and knowledge for performing duties. The duration of the induction training programme for Immigration Assistants is 14 weeks, whereas that for Immigration Officers is 25 weeks. The training curriculum is a combination of theories and practices, covering areas of laws, immigration policies and procedures, as well as the functions and organisation of the department, with particular emphasis on nourishing a strong sense of discipline and developing commitment to serving the community effectively and efficiently. It also includes foot drills, tactical training, physical fitness, swimming and first aid. During the training, the management and leadership skills of Immigration Officers are further strengthened through management workshops, supervision exercises and leadership training camps.
In 2021, 42 Immigration Officers and 135 Immigration Assistants completed induction training at the ISITD.
In 2021, the ISITD organised various in-service training courses, such as the Senior Immigration Officer Management Competency Courses accredited at HKQF Level 5, Immigration Officer Consolidation Courses, Customer Service and Mediation Training Programmes, Chinese-style Footdrill Training Courses, Tactical Training Courses, the Professional Certificate Programme in Frontline Management in Immigration Services and Control, the Professional Certificate Programme in Preparatory Management in Immigration Services and Control and the Professional Diploma Programme in Immigration Control and Passenger Clearance, for 4,258 officers of different ranks to sharpen their minds and skills.
Training courses on ICONS and Automated Immigration Clearance are also provided for service staff of control points. In 2021, a total of 56 officers and supervisors working at control points attended these courses.
To heighten service staff's sense of national identity and sense of belonging to country, the department not only incorporated elementary national studies, covering topics such as the Constitution of the People's Republic of China and the Basic Law, but also introduced Chinese-style footdrill training into induction and in-service training programmes, so that staff members could deepen their understanding of their obligation as civil servants to uphold the Basic Law and pledge allegiance to the Government of the Hong Kong Special Administrative Region (HKSAR) and continue to contribute to the prosperity and stability of Hong Kong and the well-being of the people with the core values of professionalism and integrity and their love for the country as well as Hong Kong. Since the implementation of the Hong Kong National Security Law, the ISITD has included national security education into internal training programmes with a view to enhancing the staff members' awareness of the relevant issues.
The department has arranged for all newly recruited Immigration Service members to undergo Chinese-style footdrill training since 2020.
Besides, since the second half of 2020, the department has arranged for all newly recruited Immigration Service members to undergo Chinese-style footdrill training. The department has invited the Guard of Honour of the Chinese People's Liberation Army (PLA) Hong Kong Garrison to provide Chinese-style footdrill training for training officers of the ISITD and members of the Departmental Contingent on a regular basis. In 2021, the department even went further to invite members of the Military Band of the PLA to the ISITD for the first time to provide Chinese military band performance training for members of the Immigration Band, so as to enhance the Immigration Band's Chinese military band performance.
The department has included the Hong Kong National Security Law in induction and in-service training programmes.
The year 2021 marked the department's 60th anniversary of establishment. Chinese-style footdrill was fully adopted for the first time at the Passing-out Parade cum 60th Anniversary Grand Parade held on 30 December 2021, showing Immigration Service members' unswerving loyalty to and ardent love for the country.
Human resource development is essential for a healthy and sustainable organisation. To prepare our staff to meet challenges, the ISITD continued to arrange for staff to attend various Mainland and Overseas training and exchange programmes with the relevant law enforcement agencies with a view to broadening their global horizons, enhancing their knowledge and expertise, and developing their management skills, leadership and potential. In light of the global outbreak of the coronavirus disease 2019, the ISITD has suspended the Mainland and Overseas training and exchange programmes and subject to the epidemic situation, such training programmes will be resumed in due course.
To enhance communication skills and techniques in handling disputes, basic mediation techniques have been included in the Customer Service Workshop since July 2017. A total of 281 officers of the ranks from Immigration Assistant to Senior Immigration Officer participated in the workshop in 2021.
Besides, with a view to better preparing our frontline staff for dealing with complaints and conflicts in the workplace, a two-day advanced mediation and communication workshop for staff members of the ranks from Chief Immigration Assistant to Senior Immigration Officer was conducted by the ISITD in 2021. A total of 126 frontline staff members attended the workshop.
To enhance the awareness of staff members of the ranks from Immigration Assistant to Senior Immigration Officer about resistance control and escort safety, the ISITD continued to conduct half-day to two-day Tactical Training Refresher Courses, which covered topics such as resistance control techniques and the use of different types of self-defence equipment.
The ISITD enhances the relevant training of officers as Immigration Service Members have been authorized to possess arms and ammunition since August 2021.
With the Immigration (Amendment) Ordinance 2021 coming into effect, service members have been empowered to possess and use weapons and firearms since August 2021. To enable service members to acquire the relevant knowledge and qualifications, the ISITD arranged for 16 service members to attend the Standard Law Enforcement Handgun Qualification Course organised by the Hong Kong Police Force (HKPF).
Moreover, to enable our training officers to acquire the firearms instructor qualification, the ISITD arranged for three training officers to attend the six-week Use of Force Instructors Course organised by the HKPF. Their acquisition of the qualification facilitates the development of the department's firearms training.
With a view to strengthening communication, teamwork and the sense of discipline of frontline staff, the ISITD introduced a five-day Building a Supportive Team Programme in August 2017 for the first time, targeting at staff members of the ranks of Immigration Officer, Chief Immigration Assistant and Senior Immigration Assistant. The new programme is designed to replace the existing Team Building Programme in order to provide more comprehensive training for frontline staff.
To further equip frontline staff to provide practicable assistance for Hong Kong residents in distress outside Hong Kong and their family members, the ISITD jointly organised a three-day Psychological First Aid Course with the Immigration Wellness Service Centre and the Hong Kong Red Cross for frontline staff. The course covered topics such as basic techniques on information collection, and quick assessment of the needs of the persons concerned and how to provide them with appropriate assistance flexibly. In 2021, a total of 32 staff members attended the course.
To promote life-long learning and to support our staff in coping with new challenges at work, the ISITD provides various e-learning programmes for our staff on the department's Intranet. The ISITD has also worked together with the Civil Service Bureau since May 2010 to launch e-learning programmes via the e-Learning Platform on the Cyber Learning Centre Plus. Through these two platforms, staff can learn according to their own pace and schedule.
Moreover, staff can borrow books of the Learning Resource Centre, browse videos and photographs of training activities and gain access to other useful reference materials through the ISITD's homepage on the department's Intranet.
To adhere to the 'Care and Cohesion' value of the department and enhance mutual communication between the management and frontline staff, the ISITD collaborates with the Service Management Division to run a series of Workplace Visits. The activity provides an effective platform for our colleagues to share workplace experience on various topics, including effective communication skills and appraisal writing techniques.
The ISITD also arranges for Immigration Service members of various ranks to attend training courses organised by other departments, organisations and institutes. These include management, language, communication and national studies courses organised by the Civil Service Training and Development Institute of the Civil Service Bureau; Command Courses and Criminal Investigation Courses organised by the Hong Kong Police Force; and Tactical Training jointly organised by the ISITD and the Correctional Services Department.
To better safeguard the safety of staff in the office and that of the public, the ISITD arranged for 73, 51 and 25 in-service staff members to attend the Basic First Aid Course, the Refresher First Aid Course and the Automated External Defibrillation Training Course respectively during the year. Moreover, 42 in-service staff members and 191 induction trainees attended the Certificate in First Aid Course and the Automated External Defibrillation Certificate Course respectively.
The department has always played an active role in youth training. In 2021, the ISITD and the Education Bureau jointly organised a Smart Teen Challenge Day Camp for more than 200 junior secondary school students to give them a taste of the training life at the ISITD and a tour of the training facilities, with a view to deepening their understanding of immigration-related work and boosting their self-confidence, sense of discipline and esprit de corps.
In 2013, the department established its uniformed group, the Immigration Department Youth Leaders, to provide Secondary Three to Secondary Six students with disciplinary and leadership training, covering elementary national studies, group activities, footdrill, physical training, social service and wilderness adventure training, with a view to cultivating their sense of discipline and esprit de corps, heightening their sense of national identity and developing positive thinking and values.
In the Passing-out Parade cum 60th Anniversary Grand Parade held in December, members of the IDYL marched into the venue in the Chinese-style footdrill performance, holding the national, regional and departmental flags, which were taken over by the Flag Party to perform a Chinese-style flag raising ceremony.
In 2021, the group was officially renamed the Immigration Department Youth Leaders Corps (IDYL) and expanded its membership to include Secondary One and Secondary Two students, benefiting more young people. Moreover, the ISITD will send dedicated training officers to schools regularly to provide training for members, with a view to providing young people with companionship. Besides, a management committee comprised of local dignitaries was established to advise on the sustained development of youth training. As at 31 December 2021, 14 secondary schools and over 420 students had participated in the activities of the IDYL and received training.
There are a wide variety of activities organized by IDYL, covering group activities, footdrill, physical training, social service and wilderness adventure training.
Apart from enriching job-related knowledge and providing skill-based training, upholding high standard of integrity among staff of the department is of equal importance. To allow our staff to keep abreast of the up-to-date ethical guidelines on civil servants, the 'Guide on Conduct and Discipline' (the Guide) has been uploaded onto the Department's Intranet. The Guide lists real-life examples regarding conflict of interest and personal conduct. It also emphasises the role of supervisors in terms of accountability and dealing with conflict of interest. The department also reminds all staff to adhere to the core values stated in the Guide in order to uphold the highest standard of integrity and to enhance the quality and efficiency of our services provided for the community.
The department attaches great importance to engaging in a close dialogue with staff in order to improve staff welfare and the relations between the department and staff continuously, and strengthen staff's esprit de corps and commitment. There are various channels of consultation and communication between management and staff. These include formal committees' meetings, informal meetings and group discussions, welfare visits and newsletters. In addition, various sports and recreational activities are organised to deepen mutual understanding and trust between management and staff. Staff are encouraged to offer suggestions on improving their working environment and service quality, which will be dealt with seriously and expeditiously.
The Immigration Department Consultative Committee is a formal consultative forum between management and staff. It aims at achieving a better understanding of and promoting co-operation between both sides on matters affecting staff's well-being such as conditions of service, quarters, training, promotion and career development. The committee meets quarterly and is chaired by Assistant Director (Management and Support). The official side comprises 6 members, while the staff side comprises 20 members who are representatives from the Officer, Rank and File and civilian grades. A representative from the Civil Service Bureau also attends the meetings of the committee.
Apart from formal and informal meetings between management and staff, Welfare Officers of the department pay regular visits to staff at their workplace to understand their concerns and feelings. To maintain closer contact with frontline staff, foster understanding among staff members and strengthen esprit de corps and communication, the Frontline Supporting Team (the Team) was formed in July 2007 under the Welfare Section to conduct frequent welfare visits to frontline service staff with a view to sharing views on work-related issues and relaying their requests. From its establishment to 31 December 2021, the Team paid 338 visits to various frontline sections and offices.
In addition, Welfare Officers pay hospital visits to colleagues who are ill or injured and pay home visits to those in need to provide after-care assistance. In 2021, 359 consolation enquiries were made, and 14 hospital, quarantine centre/hotel and home visits were paid. During the visits to quarantine centres/hotels, Welfare Officers also gave anti-epidemic gift packs and basic supplies to the colleagues concerned to show support.
Welfare Officers also conduct personal interviews with colleagues who feel stressed due to work pressure or personal problems and provide them with counselling service or assistance. In 2021, 13 interviews were conducted.
To curb the spread of COVID-19 and to cut silent transmission chains as early as possible, deep throat saliva (DTS) and combined nasal and throat swab (CNTS) testing services were made available to staff on an as-needed basis by the Welfare Section. As at 31 December 2021, the contractor engaged by the department conducted more than 12,000 DTS and 5,500 CNTS tests for staff of the department.
In order to render extensive support for the mental health of our staff and provide immediate professional counselling service for colleagues in need, the Immigration Wellness Service Centre (the Centre) was set up with a Clinical Psychologist providing professional counselling service to help colleagues manage pressure arising from their work and life positively. Moreover, the Clinical Psychologist assists the management in formulating and implementing departmental programmes, such as Delighting Your Work, Stress Management, and Post-traumatic Stress Responses and Interventions, for the psychological well-being and mental health of staff. As at 31 December 2021, the Centre had provided counselling service for 2,405 colleagues and organised 373 workshops.
In addition, to foster a healthy and balanced lifestyle among colleagues, the Centre organises programmes on promotion of physical and mental health, and professional speakers are invited from time to time to deliver health talks on various topics. As at 31 December 2021, the Centre organised 64 health talks to raise colleagues' health consciousness.
A Peer Support Network (the Network) was established to enhance peer support among staff of various sections. At present, around 300 disciplined and civilian staff have enrolled as peer counsellors under the Network and they have all received training in basic counselling skills and introduction to mental health. The Clinical Psychologist and Welfare Officers also visit the peer counsellors from time to time to learn about their counselling service and to give them suggestions on how to handle difficult cases. The Centre will continue to provide suitable courses for the peer counsellors to enhance their counselling skills and invite more staff to join the Network.
With the support of the Sports and Recreation Team of the Welfare Section, the Immigration Department Staff Club (IDSC) has been committed to organising various sports and recreational activities for staff and their families to promote a healthy lifestyle, enhance understanding among colleagues and boost esprit de corps. A wide range of sports activities, including dragon boat races, various ball games, the Sports Day, the Swimming Gala, the 7-km Long Distance Run and regular yoga classes, and recreational programmes, including hiking, summer cruises, nighttime cuttlefish fishing, the Christmas Children's Party, the Annual Dinner, the Departmental Karaoke Competition and the Chinese New Year gathering, are organised for staff and their families.
In 2021, since the epidemic situation remained severe, fewer activities were held by the IDSC. In order to encourage colleagues to fight the epidemic together and stay positive and optimistic, the IDSC distributed lucky bags to all staff members during Chinese New Year. In addition, to celebrate the department' 60th anniversary of establishment, specially designed masks and card holders bearing the 60th anniversary logo were distributed to staff in August 2021.
To promote the sustainability of the departmental sports teams and esprit de corps of the department, the IDSC appointed 16 officers as the team managers of the departmental sports teams. Under the leadership of the team managers, representatives from the departmental sports teams spend their spare time to organise training and participate in inter-disciplined services and open competitions, which have greatly raised the team spirit and promoted work-life balance among colleagues.
A dart team was established under the IDSC in October 2021, with an officer appointed as the team manager. It is hoped that colleagues can relax and improve their physical coordination by playing different sports and learn to cope with stress, enhance their psychological well-being and strengthen their liaison with different sectors of the community and other disciplined services through participating in different sports competitions.
In October and November 2021, our men's and women's volleyball teams won the championships in the Disciplined Services Volleyball Tournament. Besides, our men's and women's rowing teams were runners-up in the 43rd Hong Kong Rowing Championships held in December 2021.
On 4 December 2021, nearly a hundred sports elites of the department and representatives of the IDYL participated in the Visit of the Tokyo Olympic Games Mainland Olympians – A Day with the Disciplined Services, during which the Olympians, together with the Director of Immigration, the Deputy Director of Immigration, members of the department's tug-of-war team and members of other disciplined services, took on a car pulling challenge to raise funds for Special Olympics Hong Kong.
The Immigration Band performs in departmental functions and parades as an amateur marching band. The band has also been invited to perform on various occasions, such as the departmental annual dinner. Besides the Immigration March, the marching song for the Immigration Service, the band also excels in playing famous songs from across the world and popular easy-listening music. As at the end of 2021, the band consisted of more than 50 disciplined staff members from various sections.
The band joined a five-day training and exchange programme conducted by the Military Band of the PLA Hong Kong Garrison from August to September 2021. This was the first-ever training programme conducted by the military band for members of Hong Kong's disciplined services. Under the meticulous guidance of the military band, members of the Immigration Band mastered the techniques of Chinese-style footdrill and military music performance. At the department's Passing-out Parade cum 60th Anniversary Grand Parade, the Immigration Band played the national anthem live for the first time and became the first among the bands of Hong Kong's disciplined services to perform Chinese-style footdrill at a parade under the lead of a Chinese-style conductor flag.
To encourage our staff to participate in voluntary social service during their spare time, the Immigration Department Volunteer Work Team was set up under the IDSC. In collaboration with different social welfare organisations, the Volunteer Work Team has participated in a wide range of community services and charity events over the years, making significant contribution to the community. In respect of elderly service, the Volunteer Work Team has from time to time provided assistance to the infirm who have been hospitalised for a long time or residents of residential care homes for the elderly for their participation in various community activities, such as Chinese New Year celebrations, visits to parks and tours to scenic spots and theme parks, which have enriched their life. During special festivals such as the Mid-Autumn Festival and Christmas, the Volunteer Work Team pays visits to singleton elderly to not only show its concern and send them best wishes, but also help relay their needs to the organisations concerned for follow-up. The Volunteer Work Team, in collaboration with the volunteer work teams of other departments, also arranges talks for the elderly on topics such as to immigration-related work, crime prevention and fire prevention to enhance their general knowledge and encourage them to keep up with the times. In recent years, the Volunteer Work Team has worked in collaboration with the Hong Kong Wheelchair Aid Service to provide wheelchair repair and support services at elderly centres on a regular basis, with a view to ensuring the safety of wheelchair users and extending the lifespan of wheelchairs, thus ensuring the sustainability of society.
In response to the government's call during the COVID-19 epidemic, the Volunteer Work Team actively participated in frontline anti-epidemic volunteer work, including assisting the Security Bureau, the Home Affairs Department and social welfare organisations in producing, delivering and distributing anti-epidemic supplies and food to the elderly and residents living in different districts, remote villages or tenement buildings, as well as giving them best wishes and anti-epidemic tips. During the epidemic, the Volunteer Work Team not only continued with the wheelchair repair service, but also engaged in other volunteer services, such as paying visits to singleton elderly and distributing festive food to them during the Mid-Autumn Festival under the lead of the Director.
In June 2021, the Volunteer Work Team, the Territory-wide Identity Card Replacement Exercise and the Evacuation Operations in Japan were together awarded the Age-friendly Collaborator Award under the Jockey Club Age-friendly City Partnership Scheme Award 2020. In 2021, the team contributed more than 1,220 hours of volunteer service.
The Immigration Service Welfare Fund is established under the Immigration Service Ordinance for the purposes of procuring benefits for and granting loans to members or former members of the Immigration Service. The fund also provides grants for dependants who need financial assistance for funeral expenses in respect of any deceased member or deceased former member of the Immigration Service.
In 2021, approximately $96,000 was spent on welfare equipment, consolation gifts, sports and recreational activities, etc.
To promote excellence in service quality, the department established the Quality Assurance Division in June 2019 for conducting management audits and reviewing complaints from the public. The Management Audit Section under the Quality Assurance Division pays visits to various control points and offices to ensure that immigration policies, application procedures and administration rules have been properly followed, and to make recommendations on areas where the quality of work and customer service can be further improved.
The Customer Services Unit of the Management Audit Section receives complaints from the public and monitors the replies. All investigated complaints are further analysed and reviewed by the Complaints Review Working Party (Working Party), headed by Assistant Director (Management and Support) with members from the Quality Assurance Division and the Management Audit Section. The Working Party gives advice on whether the complaints are justified and recommends improvements where necessary. In 2021, two cases were reviewed and one case was found justified. In the same year, the Department received 9,871 letters of appreciation and notes of thanks.
In 2021, Mr CHAN Tin-chee, Assistant Director of Immigration, and Mr HO Ka-wing, Gavin, Assistant Director of Immigration, were awarded the Hong Kong Immigration Service Medal for Distinguished Service (IDSM). Five other officers were awarded the Hong Kong Immigration Service Medal for Meritorious Service (IMSM). In addition, 26 staff members of our department were awarded the Chief Executive's Commendation for Government/Public Service.
Immigration officers who have completed certain years of outstanding service with exemplary character and good conduct will be awarded medals and clasps. In 2021, a total of 106 officers were awarded the Long Service Medal after 18 years of service; 220 officers were awarded the First Clasp to the Medal after 25 years of service; 104 officers were awarded the Second Clasp to the Medal after 30 years of service; and 94 officers were awarded the Third Clasp to the Medal after 33 years of service. On commendation at the departmental level, 133 officers were awarded the Director's Commendation and 86 officers were awarded the Assistant Director's Commendation.
The Communications and Public Affairs (CPA) Section is the department's news agency which serves as the link between the department and the media. The section is responsible for maintaining effective communication with the mass media, answering media enquiries, drawing up publicity plans and promulgating the department's policies. The section, which maintains close liaison with outside organisations, is also the department's representative in handling public affairs and participating in social functions and activities.
In 2021, the CPA Section issued press releases, answered media enquiries, produced promotional videos and conducted press briefings on various issues, such as the launch of the Contactless e-Channel service, the implementation of electronic services for visa application, the commissioning of the Tuen Mun Regional Office, the provision of assistance for Hong Kong residents in distress outside Hong Kong and the introduction of the network data call function for the 1868 Hotline, the increase in number of countries granting visa-free access to HKSAR passport holders, enforcement action against illegal employment and immigration offenders, the promotion of the Territory-wide Identity Card Replacement Exercise and the provision of assistance to the government in implementing various regulations under the Prevention and Control of Disease Ordinance (Cap. 599) as well as other anti-epidemic measures, including participating in contact tracing work and restriction-testing declaration operations during the epidemic.
To promote its 60th anniversary, the department produced a music video for the Immigration March, the marching song for the Immigration Service.
Moreover, the CPA Section promoted the department's 60th anniversary of establishment by producing a commemorative photo album and special newspaper and TV series, filming a music video of the rearranged Immigration March and arranging for media interviews.
The Information and Liaison Section plays a major role in handling public enquiries regarding the services provided by the department. The Immigration Enquiry Services System currently employed by the section helps centrally process all the enquiries made in person, and by phone, e-mail, fax and letter.
The department pioneers the use of artificial intelligence technology by introducing the 'i Ambassador', which is installed at the Information and Liaison Section on the second floor of the Immigration Tower to provide on-site navigation information to the visiting public and assist in answering simple enquiries.
To provide better services for the public, the section has all along been committed to enhancing the existing enquiry services system. Currently, the system provides one-stop service covering functions such as transferring enquiry calls to the department's 24-hour Telephone Appointment Booking System and the Telephone Application Status Enquiry System. It also provides information on the current-day walk-in quotas of our Immigration Branch Offices, Registration of Persons Offices and certain offices at the Immigration Headquarters. To further facilitate public access to the pre-recorded information provided by the department's General Enquiry Hotline, the section has specially designed and printed self-service enquiry information cards for distribution to members of the public, and has also uploaded the self-service call-flow diagram of the General Enquiry Hotline onto the department's homepage for public reference.
To support the policy initiative of smart city development, the Information and Liaison Section, in a pioneering effort, introduced an animated voicebot called the 'i Ambassador' through a local technology company in August 2021. The 'i Ambassador' serves to give visitors on-site navigation information and answers simple enquiries. Moreover, visitors can interact with the 'i Ambassador' to learn about the anti-epidemic measures in place at the Immigration Tower.
Since its establishment, the department has been growing with Hong Kong, witnessing various social changes. Given that its work is closely related to the daily life of members of the public, its headquarters has been expanding and evolving in pace with the times and its business development. The existing headquarters, located at the Immigration Tower in Wan Chai, was commissioned in 1990 to provide quality, convenient and diversified services for the public. To keep pace with the times and cope with the increasing service demand and the expanding scope of responsibilities, the staff establishment, and the operational facilities and office spaces required have been increasing correspondingly. Embracing the new era, the next generation headquarters is being constructed in Tseung Kwan O with a view to continuously raising service standards and providing more convenient and efficient services for the public. Various items of the planning work of the new headquarters are being carried out one after another. The funding application for the construction of the new headquarters was approved by the Finance Committee of the Legislative Council in May 2019. The construction works commenced in June 2019 and the foundation works were complete in July 2020. The whole project is expected to be complete in 2023, with the relevant offices and facilities to be moved into the new headquarters in phases in 2024.
The construction project is expected to be complete in 2023, with the relevant offices and facilities to be moved into the new headquarters by phases in 2024.
The new headquarters, which will be located in Tseung Kwan O town centre, are adjacent to Tseung Kwan O and Tiu Keng Leng MTR Stations and easily accessible by various means of public transport. It will also connect with the pedestrian walkway systems in the vicinity to facilitate public access and the use of the department's services by the public. The new headquarters will provide a net operational floor area of approximately 57,400 square metres for the department to set up various public-oriented offices, general offices and operational facilities. The department also plans to make wider use of innovative technologies to introduce smart elements into the new headquarters, so as to meet service expectations and public health requirements. For instance, self-service kiosks with diversified services will enable applicants to submit applications and collect documents or visas in a self-service manner at any time, without having to queue over the counters. Moreover, the new headquarters will allow the integration of offices and facilities currently located in various districts and leased premises, and provide space for new facilities such as indoor firing ranges to cater for its operational and development needs, increase command and operational efficiency, strengthen collaboration and enhance effectiveness in law enforcement.