Organisation Chart of the Management and Support Branch
During the recruitment exercises in 2023, the department recruited about
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 (ISITD), each headed by a Principal Immigration Officer.
The Service Management Division deals with matters relating to the welfare, conduct and discipline of about 7,000 Immigration Service members as well as public relations matters of the department. The Quality Assurance Division is dedicated to conducting management audits, carrying out reviews in response to complaints from the public and planning the construction of the new Immigration Headquarters. The ISITD is responsible for the recruitment, training, deployment and career development of service members.
With the staunch support of the Ministry of Public Security and the China People's Police University, 103 Immigration Officer Trainees of the department participated in the first National Affairs and Immigration Control Training Course for Immigration Officer Trainees with a view to strengthening their concept of national security and deepening their understanding of the history and development of our motherland.
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 the Departmental Management Division
To meet the manpower demand for business development, the department launched a new round of open recruitment and in-service appointment of Immigration Officers in June 2023, while the open recruitment of Immigration Assistants continued to be conducted all year round. During the recruitment exercises in 2023, the department recruited about 110 Immigration Officers and 270 Immigration Assistants.
To attract more people of high calibre to join the service, the department stepped up the promotion of its recruitment exercises through different means, such as organising career talks and producing short videos and posters of job descriptions. In February 2023, 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 local and Mainland 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.
To promote the recruitment exercises of Immigration Officers and Immigration Assistants, the department organised Recruitment Experience Days on 17 and 24 June 2023. The events aimed to introduce the various duties of the department, job vacancies, career prospects, and the selection process to members of the public who are interested in joining our department. Participants not only had the opportunity to try out physical fitness tests and preliminary interviews in person, but also instantly received advice from service members for their early preparation for the selection. The Experience Days were well-received, drawing approximately 1,500 participants.
To enhance frontline staff's awareness of resistance control and escort safety, the ISITD has been conducting tactical training for service members.
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 make strategic staff posting, manage staff performance and draw up training plans. It strives to formulate tailor-made career development plans for service members, and also reviews the overall staff deployment plan to meet the department's operational needs.
The ISITD is responsible for identifying the training needs of service members, formulating the annual training and staff career development plan, conducting in-service training and evaluating the effectiveness of relevant programmes. It strives to provide training courses and learning resources for service members to ensure that they are all equipped with the necessary skills to meet different challenges. It also actively promotes the culture of life-long learning in the department.
The first Professional Certificate in Worldwide Emergency Assistance Services for Immigration Service Members was successfully completed in March 2023. The course has been recognised under the HKQF.
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 Resource Centre, a Tactical Training Ground, a Physical Fitness Centre and a gymnasium with elevated running tracks. Specialised training facilities including an Immigration Control System (ICONS) Training Centre, an Automated Immigration Clearance Training Centre, a Mock Immigration Clearance Hall, an Operations Command Centre (Mock Duty Office), a Simulated Training Venue (Investigation Skills), video recording interview rooms, a mock court, a Simulated Scenarios Tactical Training Centre, Simulated Detention Cells of the Castle Peak Bay Immigration Centre (CIC), a firearms training zone, a Pepper Spray Training Zone, as well as the newly built Scenario Training Flight Cabin 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 an esprit de corps. In addition, the Training Gallery at the ISITD provides a detailed account of the work and historical development of the department.
The ISITD serves to equip service members with professional knowledge and skills for serving the community. To keep pace with the department's latest development, the ISITD keeps enhancing its existing induction and in-service training, and actively collaborates with Mainland and overseas counterparts in organising exchange programmes and visits. In addition, to promote a life-long learning culture and to facilitate personal development of staff members, the department sponsors staff members to undertake various training programmes provided by other government departments or outside organisations.
Located at Tseung Kwan O, the New Immigration Headquarters comprises the Administration Tower and Enforcement Tower. The new headquarters features facilities such as a marriage hall and self-service kiosks to provide more efficient and higher quality services.
Located at Tseung Kwan O, the New Immigration Headquarters comprises the Administration Tower and Enforcement Tower. The new headquarters features facilities such as a marriage hall and self-service kiosks to provide more efficient and higher quality services.
The ISITD organised Footdrill Training Courses regularly in order to solidify the Chinese-style footdrill foundation of the Immigration Service members and strengthen the footdrill technique of the Departmental Contingent members.
The IDYL visited the Heung Yuen Wai Control Point in July 2023 to learn more about the works of the department.
To support the National Security Education Day, the ISITD held an open day on 15 April 2023, attracting over 2,700 visitors to the event.
The department participated in the Education & Careers Expo 2023 to introduce its recruitment exercises to the public.
In November 2023, the Immigration Band embarked on its first trip outside Hong Kong to Beijing for interacting with the Police Band of the People's Public Security University of China.
The newly built Scenario Training Flight Cabin are set up to cater for job-related training in a mock environment.
The newly built Scenario Training Flight Cabin are set up to cater for job-related training in a mock environment.
The department has been committed to providing flexible and diverse learning pathways for service members with a view to enhancing the quality of the Immigration Service, while promoting a life-long learning culture among its members to facilitate their personal development. Since 2019, the department, in the capacity of programme operator, has applied to the Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) for accreditation of its induction and in-service training programmes for different grades, and for inclusion of these programmes in the Qualifications Register.
At present, the department is self-operating a total of eight training programmes accredited by the HKCAAVQ. They include the four programmes pitched at Hong Kong Qualifications Framework (HKQF) Level 5 (equivalent to bachelor's degree level), namely the Professional Certificate in Effective Leadership & Management for Senior Immigration Officer, the Professional Diploma in Management in Immigration Services and Control for Immigration Officer, the Professional Certificate in Frontline Management in Immigration Services and Control for Chief Immigration Assistant and the Professional Certificate in Assessment of Non-refoulement Claims under the Unified Screening Mechanism for Immigration Service Members, and the four 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, the Professional Diploma in Immigration Services and Control for Immigration Assistant and the Professional Certificate in Worldwide Emergency Assistance Services for Immigration Service Members. From the accreditation of the above programmes to the end of 2023, a total of 3,423 service members, comprising 61 Senior Immigration Officers, 388 Immigration Officers, 254 Chief Immigration Assistants, 286 Senior Immigration Assistants and 2,434 Immigration Assistants, had completed the training programmes. The department will continue to apply for 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 knowledge and skills for performing duties. The duration of the induction course for Immigration Officers is 25 weeks, whereas that for Immigration Assistants is 15 weeks. The training curriculum places equal emphasis on both theories and practices, covering topics such as laws, immigration policies and procedures, as well as the functions and organisational structure of the department, with particular attention given to nourishing a strong sense of discipline and commitment to delivering quality public services among trainees. Besides, it also includes Chinese-style footdrill, tactical and firearms training, physical fitness training, swimming and first aid. For the induction course for Immigration Officers, the management and leadership skills of trainees will be further strengthened through various types of training activities such as management workshops, supervision exercises and leadership training camps. Topics ranging from the principle of 'One Country, Two Systems', the Constitution of the People's Republic of China (PRC), the Basic Law, the Law of the People's Republic of China on Safeguarding National Security in the Hong Kong Special Administrative Region (Hong Kong National Security Law), the country's system and major policies, as well as the civil service's core values and public service culture have also been included in the training curriculum.
In 2023, a total of 101 Immigration Officers and 228 Immigration Assistants completed induction training at the ISITD.
In 2023, the ISITD organised various in-service training courses, including professional diploma and certificate programmes accredited under the HKQF, Immigration Officer Consolidation Training, Immigration Officer Enhancement Course, customer service and mediation training programmes, national security training courses, Chinese-style Footdrill Training Course, tactical and firearms training as well as team building training, for 2,508 service members of different ranks to sharpen their minds and skills.
In addition, training courses on ICONS and automated immigration clearance are also provided for service members at control points. In 2023, a total of 306 officers and supervisors working at control points received the relevant training.
To heighten service members' sense of national identity and belonging to the country, the department has not only incorporated elementary national studies, covering topics such as the Constitution of the PRC and the Basic Law, into the induction and in-service training programmes, but also fully implemented Chinese-style footdrill training, so that service members can have a deeper 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 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. Apart from the knowledge related to the Hong Kong National Security Law, the ISITD has also included the spirit of the 20th National Congress of the Communist Party of China in the internal training programmes with a view to enhancing service members' awareness of the relevant issues.
To support the National Security Education Day, the ISITD held an open day on 15 April 2023, attracting over 2,700 visitors to the event. The department aimed to raise the national security and law-abiding awareness of members of the public through the open day's activities, including explanation and demonstrations of the department's daily work, exhibitions and guided tours, try-out sessions as well as booth games, etc. The event also highlighted the department's values and missions in maintaining and implementing the principle of 'One Country, Two Systems', safeguarding national security as well as tightly guarding the country's southern gateway. To elevate the ambiance of the event, the Immigration Band played multiple pieces of distinctive Chinese military band music and performed a spectacular band drill as an expression of the territory's best wishes to and affection for the motherland. During the footdrill performance, the Departmental Contingent lined up to form a five-pointed star, symbolising the five essential elements of the Holistic View of National Security, with a view to deepening public understanding of national security. Besides, the Emergency Response Team of the Castle Peak Bay Immigration Centre demonstrated how to handle emergencies in the centre professionally and promptly with the use of various firearms and anti-riot equipment, which showcased the department's response capabilities to resolve incidents endangering public security.
The department held a Passing-out Parade on 13 September 2023. The Chinese-style footdrill was performed throughout the parade, during which the Departmental Contingent first assembled to form a sailing ship, then with a dynamic rudder, symbolising the concerted and unwavering efforts of all levels of staff in the department in pursuing excellence. They then joined the parade to form the characters 'National Security' in Simplified Chinese, representing the department's determination to remain in the frontline of Hong Kong safeguarding national security.
The Security Bureau led its disciplined services and auxiliary services, together with youth uniformed groups, to hold the Parade by Disciplined Services and Youth Groups cum Carnival for Celebrating the 74th Anniversary of the Founding of the People's Republic of China at the Fire and Ambulance Services Academy on 1 October 2023 for celebrating National Day with members of the public as well as deepening their understanding of the country and the work of the disciplined services. Amid the performance of the Police Band, the six disciplined services ceremonial guards and the youth uniformed groups made a majestic entrance, marching in with Chinese-style footdrill. After that, the Fire Services Department flag party proceeded with a flag-raising ceremony, accompanied by a live rendition of the National Anthem and a fly-past by Government Flying Service helicopters. The disciplined services participating in the parade included the Immigration Department, the Correctional Services Department, the Customs and Excise Department, the Fire Services Department, the Hong Kong Police Force and the Government Flying Service. The Immigration Department Youth Leaders Corps and youth groups of other disciplined services and auxiliary services also participated.
With a view to enhancing public understanding of the constitutional basis and order of the country and Hong Kong, as well as promoting the spirit of the Constitution, the Security Bureau led its disciplined services to hold the Constitution Day Flag Raising Ceremony at the ISITD on 4 December 2023, which was officiated by the Secretary for Justice, Mr Paul LAM Ting-kwok, SC. This was the first time that the department hosted a flag raising ceremony for the joint disciplined services, featuring an impressive line-up to form the joint ceremonial guard of more than 100 disciplined services officers. After the joint ceremonial guard marched in with Chinese-style footdrill, a flag party formed by the department proceeded with a flag raising ceremony during which a live rendition of the National Anthem was performed, followed by a fly-past by a helicopter of the Government Flying Service.
To enhance frontline staff's awareness of resistance control and escort safety, the ISITD has been conducting half-day to two-day Tactical Training, covering topics such as resistance control techniques and the use of different types of self-defence equipment, for service members of the ranks from Immigration Assistant to Senior Immigration Officer.
The ISITD has also been providing training on firearms and anti-riot equipment for service members, including induction trainees, to cope with the diversified work of the department. The courses include the pepper ball launcher qualification course, anti-riot tactical training and operational management courses for the CIC, and training courses for the Emergency Response Team.
To enhance our staff's communication skills and techniques in handling disputes, basic mediation techniques have been included in the Customer Service Workshop since July 2017. A total of 437 officers of the ranks from Immigration Assistant to Senior Immigration Officer participated in the workshop in 2023.
Besides, in order to strengthen our frontline management staff's ability to deal with complaints and conflicts in the workplace, a two-day advanced Mediation and Communication Workshop was conducted by the ISITD for service members of the ranks from Chief Immigration Assistant to Senior Immigration Officer in 2023. A total of 50 frontline staff members attended the workshop.
To promote life-long learning and support our staff in coping with new challenges at work, the ISITD provides various e-learning programmes for staff members on the department's Intranet. It has also worked together with the Civil Service Bureau since May 2010 to launch various e-learning programmes on the e-Learning Platform of the Cyber Learning Centre Plus. Through these two platforms, staff members can learn according to their own pace and schedules.
Moreover, staff members can browse and search the book collections of the Learning Resource Centre, watch videos and photographs of training activities, and gain access to other useful reference materials through the ISITD's homepage on the department's Intranet.
The ISITD also arranges for service members of various ranks to attend training courses organised by other departments, organisations and institutes. They include management, language, communication and national studies courses organised by the Civil Service College of the Civil Service Bureau, as well as command courses and criminal investigation courses organised by the Hong Kong Police Force.
To better ensure the safety of our staff in the office and that of the public, 55 and 61 in-service staff members were arranged to attend the Basic First Aid Course and the Refresher First Aid Course respectively during the year. Moreover, a total of 285 induction trainees attended the Certificate in First Aid Course and the Automated External Defibrillation Certificate Course.
The department has always played an active role in youth training. In 2023/24 school year, the ISITD and the Education Bureau jointly organised 3 Smart Teen Challenge Camps for 105 junior secondary school students to give them a taste of the training life at the ISITD, enrich their understanding of the department's daily work and build up their self-confidence, sense of discipline and esprit de corps through the five-day and four-night residential traning camp.
In 2013, the department formed its uniformed group, known as the Immigration Department Youth Leaders, to provide systematic disciplinary and leadership training for Secondary Three to Secondary Six students. In 2021, the group was officially renamed the Immigration Department Youth Leaders Corps (IDYL) with its membership expanded to include Secondary One to Secondary Six students in order to benefit more young people. The training covers national education, immigration knowledge, Chinese-style footdrill, physical fitness, community services and outdoor adventure training. It aimed to heighten members' sense of national identity, arouse their love for the country and Hong Kong, and develop their law-abiding awareness and self-discipline, while nurturing good character, developing leadership skills and positive thinking, and arousing enthusiasm for serving the community among members.
In 2023, the post-secondary student team 'IDYL Plus' was established to enable members to continue their IDYL training after being admitted to post-secondary institutes. These members would take senior leadership roles and share their personal experiences with fellow young team members, thus passing the knowledge from one generation to the next.
To celebrate its 10th anniversary, the IDYL organised different thematic activities based on the six training areas in different months of 2023. Highlighted events included the Summer Exchange Tour to Greater Bay Area in July and the 10th Anniversary Grand Parade, in December etc.
Moreover, the ISITD will send dedicated training officers to schools to provide regular training for members, with a view to providing young people with companionship. Besides, an Advisory Committee comprised of enthusiastic individuals from various sectors of the community was established to assist and advise on the sustained development of the IDYL.
As at 31 December 2023, 24 secondary schools had joined the IDYL and its membership exceeded 750.
Human resource development is essential to the healthy and sustainable development of the department. To prepare our staff for meeting challenges at work, the ISITD continued to arrange for staff members to attend Mainland and Overseas training and exchange programmes with relevant law enforcement agencies with a view to broadening their horizons, enhancing their knowledge and expertise, and developing their management skills, leadership and potential.
Following the full resumption of normal travel between Hong Kong and the Mainland, Mainland study programmes for the service members were also resumed. In 2023, the ISITD arranged for a total of 138 service members to attend training courses in various Mainland institutes, such as the China People's Police University, the China Foreign Affairs University and the First Standing Force of National Immigration Administration.
In 2023, the ISITD arranged for a total of 14 delegations with 209 Mainland officials and 1 delegation with 8 Macao officials to attend exchange programmes in Hong Kong so as to enhance communication and co-operation with our Mainland and Macao counterparts.
In order to consolidate the concept of national security among Immigration Officer Trainees, deepen their understanding of the history and development of our motherland, and enhance their knowledge of national immigration as well as the management system of frontier inspection, the department, with the staunch support of The Ministry of Public Security and the China People's Police University, organised the first National Affairs and Immigration Control Training Course for Immigration Officer Trainees. A total of 103 trainees successfully passed out from the China People's Police University (Guangzhou) on 3 November 2023.
Eight Hong Kong students who study in Beijing were appointed as Youth Ambassadors under the Immigration Department Youth Ambassador Programme (the Programme) on 11 November 2023. The Programme aims to identify and nurture more young talent who are committed individuals with aspirations and a willingness to strive hard for the future of the country and Hong Kong. Meanwhile, the appointed Youth Ambassadors will assist the department in disseminating its information and latest developments through their own social networks.
During the one-year term, the Youth Ambassadors will receive diversified training offered by the department, including visits, workshops, exchange programmes, trial work placement days and internships. The department anticipates that the Programme will enable the Youth Ambassadors to gain an in-depth understanding of the operations of the HKSAR Government and the business scope of the department, and to broaden their horizons for a further solid grounding so as to pave the way for their different future positions in society. This may also give a fresh impetus to a youth force that demonstrates the love for our country as well as Hong Kong.
On 1 October 2023, the Security Bureau held the Parade by Disciplined Services and Youth Groups cum Carnival for Celebrating the 74th Anniversary of the Founding of the People's Republic of China. The IDYL made a majestic entrance, marching in with Chinese-style footdrill together with other disciplined services and youth groups.
Apart from enriching job-related knowledge and providing skill-based training, upholding a high standard of integrity among staff 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' has been uploaded onto the department's Intranet. The guide lists real-life examples regarding conflicts of interest and personal conduct. It also emphasises supervisors' accountability for supervising subordinates and dealing with conflicts 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 continuously enhance the quality and efficiency of services provided for the community.
The department attaches great importance to engaging in a close dialogue with staff through various channels of consultation and communication between management and staff, including formal committees' meetings, informal meetings, group discussions, welfare visits and newsletters, in order to improve staff welfare and the relations between the department and staff continuously, and strengthen staff's esprit de corps and commitment. 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, allocation of quarters, training, promotion and career development. The committee meets quarterly and is chaired by Assistant Director (Management and Support). The management side comprises 7 members, while the staff side comprises 20 members who are representatives from Immigration Officer, Immigration Assistant 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, enrich understanding among staff members and strengthen esprit de corps and communication, the Frontline Supporting Team was formed in July 2007 under the Welfare Section to pay frequent visits to frontline service members with a view to sharing views on work-related issues and relaying their requests. From its establishment to 31 December 2023, the team paid 363 visits to various frontline sections and offices.
In addition, Welfare Officers pay hospital visits to staff members who are ill or injured and pay home visits to those in need to provide after-care assistance. In 2023, a total of 406 consolation for injuries or illnesses were offered and 2 hospital / home visits made.
Welfare Officers also conduct individual meetings with staff members who feel stressed due to work pressure or personal problems and provide them with counselling service or assistance. In 2023, 11 meetings were conducted.
In order to render more extensive support for the mental health of our staff and provide immediate professional counselling service for staff in need, the Immigration Wellness Service Centre was set up with a Clinical Psychologist providing professional counselling service to help our staff manage pressure arising from their work and life positively. Moreover, the Clinical Psychologist assists the management in formulating and implementing programmes, including Delighting Your Work, Stress Management, and Post-traumatic Stress Responses and Interventions, for improving the psychological well-being and mental health of staff. As at 31 December 2023, the centre had provided personal counselling service for 2,585 sessions of personal counselling service and organised 383 talks.
In addition, to foster a healthy and balanced lifestyle among our staff, 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 2023, the centre organised 68 health talks to raise our staff's consciousness of healthy living.
A Peer Support 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 meet 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 arrange suitable courses for the peer counsellors to enhance their counselling skills and invite more staff members 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 our staff and their families to promote a healthy lifestyle, enhance understanding among staff members 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 are arranged for staff. Recreational programmes such as hiking, special 1-day local tour, summer cruises, nighttime cuttlefish fishing, the Parent-Child Christmas Party, the Annual Dinner, the Departmental Karaoke Competition and the Chinese New Year gathering, are also organised for the amusement of staff and their families.
In 2023, as the epidemic situation had subsided, IDSC gradually resumed organising various types of sports and recreational activities, including the Sports Day, Basketball Tournament, Football Tournament, Badminton Tournament, 1-day Cultural and Heritage Sites Tour in the Sha Tau Kok Restricted Area, etc. The activities organised by the IDSC were favourably received by staff members.
To promote the sustainability of the departmental sports teams and enhance the esprit de corps of the department, the IDSC appointed 17 officers as the honorary 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 staff members.
It is hoped that staff members can relax their body and mind and improve their physical co-ordination 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 as well as other disciplined services through participating in different sports competitions.
In 2023, the department continued to attain excellent results in various disciplined services tournaments and open competitions. Our Women's Basketball Team in particular won the championship in the Disciplined Services Basketball Competition and our Badminton Team won the championship of Senior Officers' Doubles in the Disciplined Services Badminton Competition.
The Immigration Band was established in May 2015. It aims at gathering a group of service members who are passionate about music to practise and share experience with one another in their spare time with a view to refining their temperament and serving the community through music.
The band performs in departmental functions and parades as a marching band and has been from time to time invited to perform and engage in exchanges on various occasions. On 19 April 2023, the band was invited to play ceremonial music and perform at the Fire Services Passing-out Parade at the Fire and Ambulance Services Academy. Despite a sudden rainstorm during the parade, the band still exhibited professionalism, dedication and perseverance as they continued to perform Chinese-style footdrills with perfect synchrony while playing a series of powerful and rousing military songs under the rain, winning thunderous applause from the entire audience. In November of the same year, the band embarked on its first trip outside Hong Kong to Beijing for interacting with the Police Band of the People's Public Security University of China. In the finale of the music exchange concert, the two bands of more than 100 players jointly performed the songs 'My Motherland and I' and 'Ode to the Motherland' with boundless magnificence, receiving a standing ovation of 5,000 spectators.
Besides, the band endeavours to promote Chinese culture and raise civic awareness by means of music. On 3 December 2023, the band played Cantonese hits from different eras at the Civil Servants to Support District Council Elections Family Day to appeal to Hong Kong citizens through lyrics to cast their votes in the District Council election. At the Constitution Day Flag Raising Ceremony held on 4 December 2023, the band performed the National Anthem and military music with captivating formations. The ceremony aimed at deepening the understanding of all sectors of the community of the constitutional basis and order of our country and Hong Kong, as well as promoting the spirit of the Constitution. In addition, the band performed two popular songs of hit with the young generation, 'Gurenge' and 'Theme from Slam Dunk' at the 10th Anniversary Grand Parade of the IDYL on 29 December 2023, to encourage the IDYL to pass on the good spirits and contribute to the society.
To encourage our staff to participate in voluntary social service during their spare time, the Immigration Department Volunteer Work Team (IDVWT) was set up under the IDSC. In collaboration with different social welfare organisations, the IDVWT has participated in a wide range of community services and charity events over the years, making a significant contribution to the community. In addition, the IDVWT, also works with the Agency for Volunteer Service and volunteer work teams of other departments to actively participate in many volunteer services to support people in need. In respect of elderly service, the IDVWT has from time to time provided assistance to the infirm in hospitals 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, the IDVWT pays visits to the 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. In recent years, the IDVWT 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 enabling the sustainability of society.
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 service. The fund also provides grants for dependants who need financial assistance for funeral expenses in respect of any deceased member or former member of the service.
In 2023, approximately $1,285,000 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. It also makes recommendations on ways to further improve the quality of work and customer service.
The Management Audit Section has obtained the International Organisation for Standardisation's ISO 9001:2015 'Quality management system' and ISO 10002:2018 'Quality management – Customer satisfaction' certifications since 2021. Its Customer Services Unit is responsible for receiving complaints from the public and monitoring relevant replies. All investigated complaints are further analysed and reviewed by the Complaints Review 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 2023, two cases reviewed were both found unjustified. In the same year, the department received 6,111 letters of appreciation and notes of thanks.
In 2023, Mr KWOK Joon-fung, Benson, Director of Immigration, and Mr CHAN Wai-lit, Andrew, 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, three 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 2023, a total of 104 officers were awarded the Long Service Medal after 18 years of service; 219 officers were awarded the First Clasp to the Medal after 25 years of service; 75 officers were awarded the Second Clasp to the Medal after 30 years of service; and 172 officers were awarded the Third Clasp to the Medal after 33 years of service. For commendation at the departmental level, 47 officers were awarded the Director's Commendation and 67 officers were awarded the Assistant Director's Commendation.
The Communications and Public Affairs Section is the department's news agency which serves as the key link between the department and the media. It is responsible for maintaining close and effective communication with the mass media, answering media enquiries, drawing up publicity plans for the department and promulgating the department's latest policies. The section, which maintains frequent and close liaison with outside organisations, is also the department's representative in handling public affairs and participating in social functions and activities.
In 2023, the section issued press releases, answered media enquiries, produced promotional short videos and conducted press briefings on various issues and major events of the department. These included the introduction of electronic services for registration of births and deaths, new measures on application for and collection of travel documents and identity cards, the opening of new Registration of Persons – Kwun Tong (Temporary) Office, the extension of Contactless e-Channel service, enforcement actions against false instruments and bogus marriages, National Security Education Day - Immigration Service Institute of Training and Development Open Day, Immigration Department Recruitment Experience Days and Immigration Department Youth Leaders Corps Summer Exchange Tour to Greater Bay Area. In addition, the section also produced short videos to promote the important messages of the government, such as calling on voters to vote at the District Council election and reminding the public to stay vigilant against telephone slams.
Following the creation of an official account on the social media platform Instagram in October 2022, the department further created official accounts on WeChat and Weibo in February and August 2023 respectively. The department will continue to publish its latest news and information by uploading posts and short videos on various social media platforms so as to reach more members of the public.
The Information and Liaison Section is mainly responsible for handling public enquiries regarding the services provided by the department. The Immigration Enquiry Services System currently employed by the section helps centrally process public enquiries made by phone, email, fax and letter, and in person.
To provide better services for the public, the section has all along been committed to enhancing the functions of 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 Telephone Application Status Enquiry System. Besides, the section has made available the self-service call-flow diagram of the General Enquiry Hotline on the department's homepage for public reference.
Located at Tseung Kwan O, the New Immigration Headquarters comprises the Administration Tower and Enforcement Tower. The new headquarters features facilities such as a marriage hall and self-service kiosks to provide more efficient and higher quality services.
Since the establishment of the department, our work is closely related to the daily life of members of the public. We have also grown with Hong Kong and witnessed various social changes. In the light of times and business development, the department has expanded and relocated its headquarters for many times in order to providing quality, convenient and diversified services for the public. The headquarters currently located at the Immigration Tower in Wan Chai was commissioned in 1990 and has since served the public for more than 33 years. In view of the increasing service demand and the expanding scope of responsibilities, our staff establishment, operational facilities and office spaces required have been increasing substantially and the business has outgrown the space of the headquarters in Wan Chai. With a view to further enhancing service standards and increasing the command and operational efficiency, the department obtained funding approval from the Finance Committee of the Legislative Council in May 2019 for the construction of a new headquarters in Tseung Kwan O. With a net operational floor area of approximately 57,400 square metres, the new headquarters will not only enable the department to reprovision the existing headquarters located in Wan Chai and some offices and facilities of the department currently scattered in various districts and leased premises, but also provide additional spaces for new facilities, such as a marriage hall and an indoor firing range, to cater for the department's operational and development needs.
The new headquarters comprises two towers, namely the Administration Tower and the Enforcement Tower. The construction works commenced in June 2019 and was completed in September 2023 after four years or so of hard work, and the towers have already been handed over to the department. Upon completion of the installation and testing of building facilities and information systems as well as the installation of furniture, relevant offices and facilities will be relocated to the new headquarters in phases in 2024.
Located in the town centre of Tseung Kwan O, the new headquarters is adjacent to Tseung Kwan O and Tiu Keng Leng MTR Stations, and suitably connected to the pedestrian walkway systems in the vicinity, making it easily accessible by various means of public transport to facilitate public access. The new headquarters will further enhance the service standards and efficiency of the department through wider application of innovative technologies and introduction of more smart elements. For instance, the provision of self-service kiosks with diversified services will not only enable the public to submit applications and collect documents or visas without having to queue over counters, but also make relevant services available during some non-office hours.
The new headquarters will significantly increase the command and operational efficiency of the department, strengthen its professional competence and support its sustainable growth, enabling us to provide more efficient and higher quality services in response to the public and social needs.