Performance Pledge

This web page provides information about the Information Services Department's performance pledge, including the services we offer and our performance results.

If you have any comments or suggestions regarding our services, you are welcome to contact our staff whose telephone numbers are listed in this website.

 

Vision

To be an outstanding Government news and communications agency that pursues professional excellence.

 

Mission

To provide professional PR advice and promote Government policies and services with a view to projecting an accurate image of the city within and outside Hong Kong.

 

Values
  • Accuracy
  • Accessibility
  • Proactiveness
  • Professionalism
  • Quality

 

Performance Results

The Department has achieved all the targets set out in the 10th pledge (2017 updated version).

 

Services Covered

This performance pledge covers the following services:

  • issue of press releases and press photos
  • dealing with enquiries from the media
  • arranging media facilities such as press briefings, conferences, interviews and media visits
  • assistance to locally based media organisations from outside Hong Kong, visiting journalists and film crews
  • sale of publications and digital photos
  • distribution of free publications and leaflets
  • dissemination of information on the Department's home page and "news.gov.hk"
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Performance standards and targets

We aim to provide prompt, efficient and, where possible, improved services to the media and the public.

 

Issue of press releases and press photos

Press releases, photos and video clips are issued to the media via a one-stop portal. Journalists have quick and easy access to the archives round the clock.

 

Dealing with enquiries from the media

Enquiries will be answered immediately by our Duty Officers. When an answer is not readily available, Duty Officers will reply on the same day unless research for the requested information requires more time.

 

Arranging media reporting activities

When the Department receives a request from a journalist for arrangement of media reporting activities, our officer will contact the journalist or media organisation within one working day of receipt of the request and follow the matter through.

 

Assistance to locally based media organisations from outside Hong Kong, visiting journalists and film crews

When the Department is approached for assistance, an officer assigned to handle the request will contact and follow up with the journalist/organisation concerned within one working day of receipt of the request.

 

Uploading information onto the website of the Information Services Department
  • All press releases will be uploaded onto the website of the Information Services Department at the same time they are issued to the media.
  • Information on new publications will be updated once a week.
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Sale of publications

Ordering
The Publications Sales Unit (Room 626, 6/F, North Point Government Offices, 333 Java Road, North Point, Hong Kong) is responsible for processing orders placed through the online Government Bookstore, phone, fax and email. The processing of orders will be completed within three working days. If the purchase order included item(s) printed under the “Print-on-Demand” mechanism, all publications in the same order will be ready for collection within seven working days. The majority of popular items, including ordinances and subsidiary legislation, are available at the Unit’s sales counter. When members of the public come to the sales counter, they will normally be served within three minutes.

Delivery
Publications will be posted to the customers within three working days upon receipt of cheque payment or online payment. If the purchase order includes item(s) printed under the “Print-on-Demand” mechanism, all publications in the same order will be posted within 10 working days.

Public enquiries
The Publications Sales Unit will respond to enquiries relating to publications sales immediately where possible. If more time is needed to collect information, a response will be issued within five working days.

 

Sale of photographs

When members of the public purchase government digital photographs at the Photo Library (Room 626, 6/F, North Point Government Offices, 333 Java Road, North Point, Hong Kong), their requests will be processed immediately. Depending on the number of photographs ordered at any one time, the reproduction of copies will take no more than five working days to complete.

Purchase of digital photographs from the Government Photo Records and Sales System will be processed and completed within 30 minutes.

 

Distribution of free publications and leaflets

When members of the public collect in person free publications and leaflets from the Editorial Unit (Room 1116, 11/F, North Point Government Offices, 333 Java Road, North Point, Hong Kong), they can expect service within three minutes. Requests for items by mail will be dealt with within three working days. The free publications and leaflets are also available for collection in the lobby area on the ground floor of the North Point Government Offices.

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Broadcast of press conferences on the Internet

All major Government press conferences held at the Press Conference Room of the Information Services Department (25/F, Harbour Building, 38 Pier Road, Central, Hong Kong) or at the Auditorium or the Conference Hall, Central Government Offices, Tamar, are broadcast live on the website of the Department. A video archive of these press conferences will be uploaded onto the website on the same day as the broadcast.

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Where to go for information

We are committed to meeting targets set out in our performance pledge. We welcome comments or suggestions on the way our services are delivered. Please address comments or suggestions to the Information Services Department by telephone (2842 8777); or facsimile (2530 2426); or email (internet@isd.gov.hk); or mail to 2/F, Harbour Building, 38 Pier Road, Central, Hong Kong.

The Department will respond to comments or suggestions as soon as possible. If more time is required for collecting information, we will issue an interim reply within five working days and a written response within 21 working days.

Our Duty Officers, who will identify themselves by name, will be pleased to respond to enquiries about the services covered by the performance pledge and other aspects of the Department's work. Their telephone numbers are 2842 8747 and 2842 8748.

 

 

 

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