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Annual Report

Our Pledge

The Performance Pledge scheme is our promise to provide consistently professional and high-quality service by setting out standards that our customers can expect from us.

Thanks to a fully-engaged and committed workforce, Hongkong Post has remained faithful to Performance Pledges by achieving full compliance in 23 out of 24 services in 2006/07.

The wider Hongkong Post team is pleased to be judged on results and takes pride in having exceeded targets in relation to 18 of our pledged standards – for instance, in attaining 99.9% reliability of next-day delivery of local letters across Hong Kong against a pledge of 98%.

This achievement represents the highest performance level of its kind in the world and represents the extent of our commitment to Hong Kong.

PERFORMANCE PLEDGES 2006/07		Target %	Performance %
Local and International Mail
1.	Deliver locally posted letters to addressees by the following working day.	98.0	99.9
2.	Deliver Bulk Economy letters to addressees within 3 working days.	99.0	100
3.	Deliver Hongkong Post Circular Service items within 4 working days.	99.0	100
4.	Deliver outward airmail items, posted before the advertised latest time for posting, to the first available air carrier within the same day or the following working day.	99.0	99.5
5.	Deliver inward airmail items within 2 working days after arrival in Hong Kong.	99.0	100
6.	Deliver local and inward parcels within 2 working days after day of posting or arrival to Hong Kong, Kowloon and major commercial and industrial areas in the New Territories, and within 3 working days to other areas.	99.0	100
7.	Deliver outward air parcels, posted before the advertised latest time for posting, to the first available air carrier, either within the same day or the following working day.	99.0	100
Speedpost and Local CourierPost
8.	Provide pick-up service for Speedpost items within the period as specified in the Service Information Sheet.	99.5	100
9.	Deliver outward Speedpost items accepted before the specified latest times for posting to air carriers on the same day, subject to availability of outgoing flights.	99.5	99.8
10.	Deliver inward Speedpost items on the same day for items arriving before noon, or the next working day for those arriving later. Subject to special arrangements, deliver before 9:00 a.m. inward Speedpost items that arrive before 6:00 a.m.	99.5	99.7
11.	Deliver Local CourierPost items according to the standards specified in the Service Leaflet.	99.5	99.8
Retail Business
12.	Serve customers within 10 minutes during non-peak hours.	98.0	99.8
13.	Serve customers within 25 minutes during peak hours or periods. (Please see Notes below)	98.0	100
14.	Reset private franking machines at counters within 15 minutes.	98.0	100
15.	Deliver products under the Local Standing Order Service at counters within 15 minutes.	98.0	100
Philately & Postshop Products
16.	Make products available for collection under the Local Standing Order Service on the first day of issue of the related special stamps.	100	100
17.	Despatch overseas orders within 6 working days from date of receiving the order.	100	100
18.	Open new philatelic accounts within 6 working days from date of receiving the application.	100	100
19.	Deliver local orders for Postshop products within 6 working days from date of receiving the order.	99.0	100
Certification Authority
20.	Process applications for Hongkong Post e-Cert within the working days stipulated below:- e-Cert (Personal) - 3 days e-Cert (Organisational) - 10 days e-Cert (Encipherment) - 10 days e-Cert (Server) - 10 days	99.0	100
Hotlines
21.	Answer calls to Hongkong Post hotlines within 3 rings, i.e. within 12 seconds.	90.0	89.7
Application for Postal Services
22.	Process applications for the following services within 5 working days:- Post Office Boxes Freepost Business Reply Service International Business Reply Service Use of Private Franking Machine Opening of Deposit Accounts for posting of mail in bulk Redirection Service	100	100
23.	Process applications for Hongkong Post Circular Service within 1 working day	100	100
24.	Process applications for Permit Mailing Service within 1 working day	99.0	99.9

Notes: Peak periods include the first days of issue of philatelic products, seasonal pressure periods such as Christmas, Lunar New Year and the government bills peak collection time such as the whole month of January and the last week of April, July and October. Details of specific peak hours for individual post offices are displayed in the public hall.

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