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It has always been the goal of the Immigration Department to render highly efficient and courteous services to members of the public while maintaining effective immigration control.
The department publishes performance pledges annually to inform public of its standards of service.
The department publishes its performance pledges annually to inform members of the public of the standards of service to expect from the department in respect of its immigration clearance work, registration of births, deaths and marriages, and issuance of identity cards, travel documents and visas. They are also advised of the actions they can take when the standards are not met.
The Users' Committee was established to effectively monitor the performance of the department on the fulfilment of the pledges. Chaired by the Director of Immigration, the committee comprises representatives from various trades and industries concerned. The committee meets half-yearly to monitor and review the fulfilment of performance pledges, advise the Director of Immigration on areas of service that may require improvement and help determine the amount of resources required to achieve the standards set.
Immigration Department Users' Committee advises the Director of Immigration on areas of service that may require improvement.
Overall, pledges for different types of entry visa applications were fulfilled. In 2022, 99 per cent of employment visa applications were finalised within four weeks, exceeding the pledged target of 90 per cent. For other visa applications, 99.3 per cent were finalised within six weeks, exceeding the pledged target of 90 per cent likewise. As regards visit visa applications, all 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 were finalised with the pledged target met. As regards pre-arrival registration for Taiwan residents, all applications were also finalised as pledged with results made known to the applicants on the day of application. Furthermore, all applications for Certificates of Entitlement to the Right of Abode in the HKSAR were finalised within three months, exceeding the pledge of 95 per cent.
In 2022, except the control points where passenger clearance services needed to be suspended in response to the developments of the Coronavirus Disease 2019 (COVID-19) pandemic, clearance for Hong Kong residents could be finished within 15 minutes at all control points providing passenger clearance services. As regards visitors, the Airport Control Point was able to clear all visitors within 15-minute waiting time, while clearance for all visitors at the Shenzhen Bay and Hong Kong-Zhuhai-Macao Bridge Control Points could be finished within 30-minute waiting time, far achieving the pledged service standards.
The department is always committed to providing efficient and courteous immigration clearance service.
In response to the developments of the COVID-19 pandemic, the government had suspended passenger clearance services at most of the control points in phases with effect from the end of January 2020. The details were as follows:
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). The department continued to fulfill this performance pledge in 2022. All registrants would be issued with their identity cards within seven working days. Moreover, all applicants were provided with the service on the day of attendance.
The pledged service standards for completing the processing of applications for registration of births or deaths, or for giving a notice of intended marriage at the counter within 30 minutes was generally met in 2022. Moreover, upon receipt of all necessary documents, we achieved 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. Despite the fact that the birth or death records concerned had already been converted into computer records, the pledge of issuing certified copies of such records 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 that for processing applications for an HKSAR passport for children aged under 11 not holding a Hong Kong Permanent Identity Card has been shortened from 14 working days to 10 working days. In 2022, the above pledged targets were achieved. Moreover, the pledges of issuing a Seaman's Identity Book and a Re-entry Permit on the same day of application were fulfilled.
It was pledged that HKSAR passports or Documents of Identity for Visa Purposes could be issued on the 5th working day.
In 2022, the pledge that all 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 provides up-to-date information on immigration services and makes available commonly used application forms for convenient downloading by Internet users. Apart from its user-friendly mobile interface design, which makes information readily accessible on mobile devices, its clear and simple layout and website structure, coupled with the use of infographics, provide members of the public with a better browsing experience. In addition, it continues to provide a gateway to our electronic services to facilitate public access to information about our services. Moreover, web accessibility design is adopted to ensure that the contents are available and easily accessible for all, including persons with disabilities, the elderly, persons beset with colour blindness, and persons with other special needs (such as dyslexia).
The Immigration Department Mobile Application (Mobile App) not only provides members of the public and visitors with the updated information on the estimated passenger waiting time at major land boundary control points, but is also uploaded with the latest and frequently used information on our services. Moreover, to tie in with the introduction of the new smart identity card and the Territory-wide Identity Card Replacement Exercise (Replacement Exercise), the department launched an updated version of the Mobile App on 26 November 2018 to include new electronic services, namely 'Booking for General HKID Application', 'Information on HKID Replacement Exercise', and 'ID Replacement Booking'. With the introduction of the Next Generation Electronic Passport and Electronic Document of Identity for Visa Purposes, additional functions, namely 'Application for HKSAR Travel Documents', 'Appointment Booking for HKSAR Travel Documents' and 'Collection of HKSAR Travel Documents', have been provided since 14 May 2019 to facilitate public application for HKSAR travel documents.
In 2022, the department introduced the functions such as online submission of applications, enquiry, payment and downloading of an 'e-Visa' in respect of all visa types into the Mobile App so as to enhance the electronic services for visa application. The Online Assistance Request Form was also made available for Hong Kong residents abroad who were in need of urgent assistance to seek assistance from the Assistance to Hong Kong Residents Unit (AHU). With the extension of the service of online submission of applications to more services, functions relating to births, deaths and marriage registration were also added to the Mobile App to enable applicants to submit applications through the Mobile App anytime and anywhere without having to attend an Immigration Office in person.
To facilitate members of the public in distress or in need of assistance outside Hong Kong to seek assistance from the department, the Network Data Call function for the assistance hotline 1868 was launched on 31 March 2021. Moreover, the department further introduced the Online Assistance Request Form service on 21 June 2022. Hong Kong residents in distress outside Hong Kong may choose to submit an Assistance Request Form online via the department's homepage or the Mobile App, stating their brief personal contact information and the assistance they required. The department would contact the assistance seekers as soon as possible to render practicable assistance.
The official YouTube Channel 'Hong Kong Immigration Department' has been created to facilitate public access to information on the services and activities of the department anytime and anywhere. Short videos in the channel are grouped under eight broad categories, namely 'About Us', 'Training & Development', 'Immigration Department Youth Leaders Corps', 'Travel & Immigration Clearance', 'Personal Documentation', 'Visas & Admission Schemes', 'Enforcement & Removal Assessment', and 'Events & Activities'. In 2022, the department produced several short videos under the 'About Us' category, covering the celebration of the 25th Anniversary of the Establishment of the HKSAR, the work of the department and the promotion of the department's i Ambassador, etc. For the other seven categories, short videos on information about the services commonly used by the public and on the department's activities were uploaded, enabling members of the public to gain a better understanding of the work of the department. The total number of views of the channel has exceeded 35 million since its launch. The department will continue to produce more short videos to better meet the needs of the community and provide greater convenience for the public.
The official YouTube Channel 'Hong Kong Immigration Department' introduces the department's latest development to members of the public.
In 2022, two staff members of the department received The Ombudsman's Awards for Officers of Public Organisations, making it the 24th consecutive year that our officers had been granted the awards, which is a recognition of our professionalism in complaint handling and our devotion to providing quality services for the public.
In 2022, two staff members of the department received The Ombudsman's Awards for Officers of Public Organisations.
The Civil Service Outstanding Service Award Scheme aims at promoting a citizen-centric culture in the civil service and motivating departments to strive for continuous improvements in service quality. It also aims to give recognition to the exceptional achievements of departments and teams. In 2022, the department's 'Next Generation Electronic Passport System' won the Gold Prize of the Innovation and Technology Award (Best Citizen-centric Innovation). The department also received the Meritorious Award of the Excellence in Service Enhancement (Large Department Category). Meanwhile, the project of the Immigration Department Tuen Mun Regional Office was given the Meritorious Award of the Excellence in Team Collaboration (General Service) category. The awards were a recognition of the department's professionalism and commitments to providing quality public services to the public.
The department was awarded with numerous prizes in the Civil Service Outstanding Service Award Scheme 2022.
Administered by the Civil Service Bureau, the SCS's Commendation Award Scheme aims at commending civil servants for their consistently meritorious performance. In 2022, six staff members of the department were commended under the Scheme. Our staff members had been commended for 19 consecutive years since the introduction of the Scheme.
In 2022, six staff members of the department were commended under the Secretary for the Civil Service (SCS)'s Commendation Award Scheme.
In recognition of our commitment 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 15 Years Plus Caring Organisation Logo since 2020-21. In addition, two staff members were appointed as Caring Ambassadors in 2022-23 for their active participation in and support to social activities.
The department values all customer feedback on our services, be it praises or complaints. Compliments given by members of the public not only recognise our efforts in providing quality services, but also provides a blueprint for raising our service standards in the future. The department has set up the Customer Services Unit to receive complaints and monitor the respective replies. In compliance with the standards of the International Organisation for Standardisation (ISO), i.e. ISO 9001:2015 and ISO 10002:2018, complaints received are treated positively and constructively and taken as a source of motivation for continuous improvement. In the course of handling complaints, the department is able to examine its service quality from different perspectives so as to do our best 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. Meanwhile, the department 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 of help. Designated officers have been appointed in offices of the department to provide assistance to persons with disabilities. They can also be contacted on accessibility issues at the offices.
To further facilitate the use of self-service immigration clearance service by visually impaired persons, the control points at Lok Ma Chau Spur Line, Macau Ferry Terminal, Shenzhen Bay, China Ferry Terminal, Lo Wu, Express Rail Link West Kowloon, Hong Kong-Zhuhai-Macao Bridge, Hung Hom and Heung Yuen Wai have provided the voice navigated e-Channels. Visually impaired persons simply need to press the activation button at the entrance of the e-Channel to initiate the voice navigation function. Appropriate voice instructions will then be given when they go through all the self-service clearance steps, including the moment when the gates open or close, so as to guide them to complete the clearance procedures.
In the face of the ever-changing conditions, the department attaches great importance to staff's sustainable development and commits to creating a life-long learning environment within the department, such that staff members are encouraged to keep pace with society and strive for excellence. The Immigration Service Institute of Training and Development reviews the departmental training strategy from time to time and reinforces the professional work knowledge and management skills of staff members through a variety of training programmes. This not only enhances their overall work efficiency, but also fosters the sustainable development of both the department and its staff.
The Immigration Service Institute of Training and Development (ISITD) regularly reviews the departmental training strategy and equips staff with updated job knowledge and management skills through a variety of training programmes.
In 2019, the department, in the capacity of programme operator, applied to the Hong Kong Council for Accreditation of Academic and Vocational Qualifications for accreditation of its induction and in-service training programmes of various grades for inclusion in the Qualifications Register (QR). The department has six self-operated programmes that have been recognised under the Qualifications Framework (QF), including three programmes pitched at QF Level 5 (equivalent to bachelor's degree level), namely the Management Competency Course for Senior Immigration Officers, the course of Professional Diploma in Management in Immigration Services and Control for Immigration Officers and the course of Professional Certificate in Frontline Management in Immigration Services and Control for Chief Immigration Assistants, and the three programmes pitched at QF Level 4 (equivalent to associate degrees or higher diploma level), namely the course of Professional Certificate in Preparatory Management in Immigration Services and Control for Senior Immigration Assistants, the course of Professional Diploma in Immigration Control and Passenger Clearance for Immigration Assistants, and the course of Professional Diploma in Immigration Service and Control for Immigration Assistants. From the accreditation of the above programmes to the end of 2022, a total of 2,695 members of the Immigration Service, comprising 44 Senior Immigration Officers, 285 Immigration Officers, 200 Chief Immigration Assistants, 234 Senior Immigration Assistants and 1,932 Immigration Assistants, had completed the training programmes. The department will continue to apply for inclusion of various training programmes in the QR so that more service members can acquire the relevant professional qualifications.