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Annual Report

2005/06 Highlights

Our Business

REAPING THE REWARDS OF AN EXCELLENT PERFORMANCE
We achieved better financial results in 2005/06 than in the previous year, with an operating surplus of HK$405 million. The many initiatives we have introduced over the years across all our business have continued to deliver promising returns and taken us to new heights.

SUSTAINING GROWTH IN POSTAL TRAFFIC
Hongkong Post handled 1.3 billion pieces of mail items during the year, or 3.56 million items daily. This represents an increase of 2.4% over 2004/05. These figures are significant because they underline that demand for traditional postal services remains strong despite the proliferation of e-mail.
BUILDING ON A DECADE OF SUCCESSFUL ACHIEVEMENTS
Hongkong Post's 10th anniversary as a Trading Fund was certainly a reason to celebrate. We showcased the many successes we have achieved in terms of building a strategy-focused and result-driven business. Key achievements include our excellent financial performance, surveys showing very high levels of satisfaction with Hongkong Post’s customer service, and an internal survey that reveals strong staff commitment and loyalty.
BENCHMARKING HONGKONG POST AGAINST THE BEST
The Productivity and Quality Award that Hongkong Post received in the 2005 Hong Kong Awards for Industries clearly demonstrated our high level of success in planning and implementing a range of key quality and efficiency initiatives.
BUILDING A SPEEDIER SPEEDPOST
We established an alliance in July 2005 with five of the world's leading postal administrations - Australia Post, China Post, Japan Post, Korea Post and the United States Postal Service – to deliver a superior date-certain Speedpost service in the Asia Pacific Rim markets. This has significantly reinforced Hongkong Post’s reputation as a key player in the international arena.
DRIVING PRODUCTIVITY
As part of our relentless focus on maximising customer value, we set up a team of industrial engineers to start planning our Productivity and Quality Management (PQM) System. This new initiative seeks to boost mail processing efficiency to new levels.

Our Customers

DELIGHTING OUR CUSTOMERS
Our annual public perception survey revealed we are ranked second among major service organisations in Hong Kong. It also confirmed for the eighth year in a row we are one of the top three major service organizations in Hong Kong. The survey showed that 98% of the general public, 96% of business customers, and 97% of philatelists are either "very satisfied" or "satisfied" with our services. These satisfaction ratings beat the previous year’s already high score by 2% in the case of the public, and by 1% for business customers.
CARING FOR OUR CUSTOMERS
As part of our continuing efforts to build customer loyalty, we repeated our successful "Love and Care Day" to showcase the depth and sincerity of our commitment to customers.
ENHANCING CUSTOMER CONVENIENCE
We have embarked on a feasibility study with the objective of establishing an efficient computerised system to support our one-stop shop service to customers at the post office counters.
STRENGTHENING CUSTOMER RELATIONSHIPS
We have established a Customer Relationship Management (CRM) Section, with a view to enhancing our ability to understand customer needs so that we can deliver improved postal solutions.

Our Team

TRAINING FOR EXCELLENCE
We fully recognise the value of training and development. That is why we ran a variety of programmes during the year to ensure our staff have the skills, knowledge and confidence to deliver their very best.
REINFORCING CORPORATE VALUES
We published Hongkong Post: Heart for Excellence on Hongkong Post's cultural alignment with a view to ensuring that the whole team understands and commits to our corporate values. The publication showcases our transformation drive by focusing on 12 specific behaviours - our "corporate genes" - that underpin our Purpose of Linking People, Delivering Business. By providing comprehensive examples of these behaviours, the publication has helped all our people deliver their very best. The publication is available to staff and the public.
LOOKING AFTER STAFF'S HEALTH AND WELLNESS
In support of our stated aim of caring for colleagues, we organised a number of recreational, health and fitness programmes for staff and their families during the year. We were awarded the "Caring Organisation" logo by the Hong Kong Council of Social Service in recognition of our strong culture of caring for staff.

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