New measures in Mong Kok Station
improve services to public

1 Photo

To further improve services to the public and to increase efficiency among officers, Mong Kok District (MKDIST) is implementing a number of measures recommended by a "Report Room Work Improvement Team" formed in February this year.

Located at the centre of Kowloon West, Mong Kok Station handled over 30,400 cases from January to June this year, and report room officers provided a great variety of services to hundreds of citizens each day. For this reason, and in line with CP's strategic direction of support for frontline officers, the work improvement team was assigned with the task of designing and implementing improvement measures in the station.

First proposal

The first proposal recommended by the work improvement team was to divide the public area of the report room into different waiting areas, one each for informants, for reporting loss and property found, as well as other categories. This arrangement enables report room officers to serve the public in a more systematic way.

As more than 20 per cent of the cases handled by the report room each day are related to reports of loss and property found, a counter is set up in the station during the busy hours from 2 pm to 10 pm to reduce the public's waiting time. Whilst waiting for their turns to make reports, citizens may fill out a new "Property Loss Form" designed by the work improvement team, completing the reporting formalities within the shortest possible time.

In addition, at peak hours a reception desk is set up in the report room and designated officers provide assistance to citizens and make appropriate arrangements instantly. The officers will ascertain what the citizens are requesting for and then classify their cases into different categories, according to the degree of urgency. This arrangement, introduced four months ago, is welcomed by both the public and frontline officers. Four or five citizens have also written to the station, praising report room officers and reception officers for their prompt actions and devotion to duties.

To further support frontline officers, the office of the Operations Support Sub-unit (OSSU) has been moved to the report room where OSSU officers can readily assist report room staff in handling more complicated cases.

Improved environment

The environment of the report room waiting area has also been improved with potted plants and better lighting. Other report room improvement measures recommended by the work improvement team have also been put in place, including use of network printers, a Workload Board, a newly designed Suspects' Information Board, and labelled court envelopes. The team will continue reviewing the workflow and the need for hardware, and will make recommendations when necessary.

Report room services have been improved to a great extent

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