As a result of the Efficiency Savings Programme, these officers had their posts in various units deleted and were transferred to the Police Licensing Office (PLO) in March last year to take on a new job completely different from their previous office work. Required to work as frontline staff to handle licence applications and enquiries, they were inevitably a bit apprehensive about their new duties. However with support and encouragement by their supervisors, as well as care and assistance from their colleagues, they eventually overcame their apprehension and psychological barrier, settled down in a new environment and were content with their new job.

PLO Senior Clerical Officer Ko Wai-ling is pleased with the officers' performance.

She recalled: "When they first came here, they were a bit reluctant to accept changes. They were nervous and edgy after learning they would become frontline staff, sitting at the counters to deal with the public. To them, facing the public is a difficult job because of lack of experience and skills."

In a bid to change their mindset and help them adapt to a new environment, Ms Ko offered encouragement and support to the newcomers. She also talked face to face with each and everyone of them to find out their aspirations and problems; encouraged them to express and share their feelings; and organised various gatherings for them to have a feel of a harmonious big family. Her efforts paid off when the officers eventually adapted to their new job one year after their transfer.

During an interview with OffBeat, two of the newcomers, Clerical Assistant Yeung Leung-hei and Typist Mak Suet-mui, said the longer they worked in the PLO, the more they would like their present job.

"I still remember my legs trembled the first day I sat at the counter handling Security Personnel Permit applications," he recalled. But he now finds the job that he was once scared of challenging and interesting, and gains job satisfaction, especially after having dealt with difficult applicants.

"Some applicants turned nasty and even abusive on being informed they had failed to qualify for a permit, while others pleaded with me in the hope that I would bend the rules. In such case, I took pains to explain how to qualify for a permit," Mr Yeung noted.

He is now very devoted to his job. In order to provide quality service to the public, he pays attention to nitty-gritty and tries to find ways to improve work procedures. For example, he will highlight important points in application forms for applicants.

For Ms Mak, handling general licence applications gives her a sense of responsibility.

"As a typist in the past, I just followed my supervisor's instructions. But now, I have to prioritise the work by myself, and pay special attention to the deadline of each application. I feel I'm more important now!" Ms Mak noted.

The management of PLO is delighted to see the officers ultimately having found their way to fit in in the new working environment with happiness and, perhaps most importantly, confidence. Their Superintendent, Licensing, Ms Angela Chiu observed: "Apart from new skills in handling frontline duties, I would regard the most valuable thing they have learnt is a new mindset at work.

"In the early stage of replacement exercise, some of our colleagues may probably be beset by problems like lacking confidence, fear of failure and moving out from established work patterns. We do not expect one's mindset would change overnight, but we acknowledge that the most effective way to assist them to cope with changes lies in continuous support and empowerment. Such new mindset at work allows the PLO to take the right step forward in attaining steady improvement, rather than standing still.

"In facing the challenges posed by constantly changing demands and expectations of the Force and the public, a new mindset for coping with these challenges is imperative. Lastly, we would like to take this opportunity to express our appreciation of our colleagues' fortitude and dedicated efforts in ensuring the PLO continues to provide quality service to the public with commitment, enthusiasm and professionalism," Ms Chiu added.

CA Yeung Leung-hei and Typist Mak Suet-mui have adopted a positive mindset for their jobs

Having happily settled down in a big family