Annual Report
At the Cutting Edge of Information & Communications Technologies
Hongkong Post continues to pursue the Information System Strategy formulated in 2005 and implement computer systems with a view to enhancing customer service and improving operational efficiency.
Keeping Hongkong Post at the cutting edge of Information & Communications Technologies (ICT) in the interests of customer service excellence played a significant role in our outstanding Express Mail Service performance. This was rewarded with Universal Postal Union Gold Level Certification – the pinnacle of industry recognition – for the fifth consecutive year.
The latest ICT developments at Hongkong Post are based on wireless and mobile technologies to accelerate the flow of information to our customers. In 2006, for example, we fine-tuned the Collection and Delivery Management System (CDMS), developed three years earlier as Hong Kong's first such General Packet Radio Service (GPRS) application utilising handheld Personal Digital Assistants (PDAs).
More PDAs are being used by postal inspectors to capture a variety of critical day-to-day delivery data to be processed by the Mail Delivery Management System (MDMS). This records allocation of resources to delivery, sorting and other indoor activities to track productivity in terms of mail traffic and delivery analysis, workload and trends.
Based on emerging technologies, these innovative applications have given rise to world-class sophistication in Hongkong Post's operations. For example, our e-Ticksheet system developed in 2006/07 applies wireless and mobile know-how to track mail items from despatching to receiving offices, enabling us to improve both the speed and accuracy of despatch information flow throughout offices. PDAs are now used to scan mail receptacles before loading or unloading, and the information uploaded to our wireless e-Ticksheet system has now obviated the need for paper-based ticksheets.
Geographic Information System (GIS) expedites delivery
Integration of the CDMS and Geographic Information System (GIS) means the status of Speedpost and Local CourierPost items can be collected by PDAs on customer premises and then transmitted back to central servers and correlated with current orders. At the control centre, these items appear on a digital map that enables operators to zoom-in on any particular situation to expedite delivery. The same digital map approach is being considered to facilitate more effective planning and streamlining of beat operations.
Moving forward to automate counter services
Hongkong Post completed a feasibility study for the counter automation system in 2006 and is considering phased implementation. First priority will be given to the establishment of an electronic customs clearance system in late 2008.
Getting to know our customers better
A new Customer Relationship Management (CRM) system implemented in early 2006 to enhance sales and marketing campaign management is now proving even more effective, thanks to the introduction of a leading-edge analytical tool that allows access to data stored in legacy systems.
Identifying snags before they happen
Another 2007 innovation already paying dividends is the electronic Workflow Processing System (WPS), which went live in January to replace slow manual data collection and approval processes.
WPS has been implemented in 20 delivery offices and three mail processing centres for collecting mail traffic returns, with moves to automate other processes, such as staff recruitment, under way by the second quarter of 2007.
Hardware upgrade ensures continuity of service
In the interests of continuity of service to our customers, Hongkong Post completed a project in March 2007 to upgrade 830 workstations to improve staff efficiency on the Track and Trace System (TTS), Speedpost Acceptance System (SAS), Local Standing Order System (LSOS) and PayThruPost (PTP). Many of these workstations had been in use for more than five years, giving rise to the possibility of service interruption because of hardware failure.
Sharing knowledge and experience via ICT
In October 2006, our Knowledge Management System (KMS) was modified to allow the addition of “MyKMS”, by which users are able to create and maintain personal databases of useful knowledge. This enables sharing of personal experience in case resolution and other service issues. The powerful search capability allows users to locate useful information in seconds without having to "reinvent the wheel" in recurring scenarios.
World-class website services
In a bid to increase reliability and ease congestion, a move was made in the 2007 Website Infrastructure Enhancement project to build a "mirror" site for www.hongkongpost.com. Inquiries are routed to each site according to usage levels via an automatic loadbalancing capability.
In line with our continuing efforts to maintain and enhance online service, our website has attracted a number of accolades over the last few years. In 2005, for example, the Internet Professional Association (iProA) presented us with the Gold Web Care Award in recognition of improvements to our website. In October 2006, www.hongkongpost.com became one of the first 18 websites in Hong Kong to be accredited by iProA against the W3C international web-accessibility standard, indicating the industry's highest degree of accessibility.
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