Communication with the Media
The Public Relations Unit is responsible for communicating
with outsiders, especially the media, in order to provide comprehensive
and prompt response to all issues related to the services and works
of the department. To promote the work and services of DSD, the
unit arranges press conferences or issues press releases to inform
the media and the public. In 2001/02, the unit held press conferences
and issued press releases regarding our new contracts such as Shenzhen
River Regulation Stage III and the Wan Chai East and North Point
Sewerage Project. Project engineers were interviewed by the media
and answered their enquiries during the press conferences.
Apart from these, the unit maintains regular and
close contacts with media reporters and editors through annual meet-the-media
briefings, press briefings, technical visits, occasional lunch meetings,
and exchanges views and discusses hot topics and recent developments
in the department. In April 2002, the unit organised three separated
site visits for the media, Northern District Councillors and Yuen
Long District Councillors in order to see the progress of the flood
prevention projects in NWNT and NNT. Visitors generally welcomed
the trips and found them useful to better understand the works before
the rainy season.
| Response to Public
Enquiries or Complaints
The department welcomes enquiries, comments or
complaints from the public on the work or services provided by DSD.
They are received through different channels such as by letter,
fax, telephone or e-mail. We promise to handle all these incoming
messages appropriately and promptly. The departments Performance
Pledge explicitly lists out our performance targets and indicators
and we monitor them for improved performance.
DSD carries out customer feedback surveys to collect
the publics views on the service of clearing blocked drains
and sewers after receiving complaints. According to our statistics,
we have achieved our pledge to respond to calls of services within
24 hours with performance over 99%. We further enhance our services
by calling back the complainants after completing the clearing work.
In 2001, we successfully contacted 2,481 complainants, and found
that over 90% were satisfied with the services of DSD with an overall
rating being very good or satisfied. Both figures achieved the performace
targets in our Performance Pledge 2001.
Community Relations for Capital Works Projects
Apart from the usual communication channels, staff
of capital works divisions will enhance the communication with the
affected groups before and during the construction stage of a particular
project. Engineers responsible for the project will meet the affected
groups including local residents or shop operators in the planning
stage. They introduced the aim and details of the project, and the
works sequence during the construction stage. After receiving the
feedback, our engineers would revise the plan as necessary.
As for our Wan Chai East and North Point Sewerage
Works which commenced in May 2002, we had already distributed two
newsletters before the works started to the affected residents and
shop operators. The newsletters giving the details of the works
would enhance their understanding of the work and the benefits it
brings. It helps our project staff keep communicating with the affected
people and resolve any issues arising from the works during construction.
Visit to DSD Facilities
The large sewage treatment plants in HK, such as
the latest Stonecutters Island STW, Shatin STW, Tai Po STW, Yuen
Long STW and Stanley STW are open for visits by schools, and related
organizations. In 2001/02, we had 2,779 visitors to our STWs. The
younger generations are given the opportunity to learn about the
concept of sewage collection, treatment and disposal and to appreciate
the importance of sewage treatment and its contribution towards
a better environment.
In joining the Serving the Community Festival
2002 organized by the Efficiency Unit, DSD supported the function
by organising an open day in our Stanley STW in January 2002. Over
700 people visited our plant during these two days. Our staff welcomed
this opportunity to communicate with them the departments
effort in sewage collection, treatment and disposal.
Flood Prevention Exhibitions
When the rainy season comes, all DSD staff have
to stand ready to deal with flooding. To show the public and relevant
organizations the DSDs work on flood prevention over the past
years, we held flood prevention roving exhibitions at Sheung Shui
and Yuen Long, the two renowned flood prone areas, in March and
April 2002 respectively. Our engineers enthusiastically introduced
the Governments flood prevention strategies to members of
the public and answered their enquiries about the progress of the
works being carried out in the vicinity of their homes. The staff
also worked hard to raise the publics awareness of flood prevention
by reminding visitors to co-operate with the Government in keeping
stormwater drains, drainage channels and watercourses free of blockages.
With great pleasure, the first DSD Annual Report
was published in December 2001. Most of the public, especially students
and the professions, find the publication useful in knowing more
about DSDs works. Our Annual Report has served as a good reference
for studying the progress of our projects for both drainage and
The department has also published different kinds
of leaflets, fact sheets and publications such as the Stormwater
Drainage Manual and Sewerage Manuals in order to serve different
purposes. For instance, a total of 7,900 copies of What We
Should Do/Shouldnt Do to Prevent Flooding leaflets and
3,900 copies of Flood Warning System brochures have
been sent out to villagers in the flood prone areas throughout the
rainy season via the Post Office and District Offices.
Aside from the publications, an Announcement of
Public Interest on minimizing blockage of drains was broadcast on
TV before and during the rainy season. Members of the public can
call the one-stop complaints hotline 2300 1110 to report
flooding and blockages in sewers or drains. If the public consider
themselves to be at personal risk, they are also urged to report
to the emergency services by dialling 999.
A new version of DSD’s Homepage was successfully updated in mid 2002, which includes quick reference to the latest progress on flood prevention works and emergency services during flooding. We pledge to keep the website updating and any news will be uploaded as soon as possible under the NEWS column through the form of press release or other bulletins. An e-mail address is printed on the first page of the website welcoming any views on DSD or our works from the public.