CTPD further improves customer services
The Central Traffic Prosecutions Division (CTPD) of Traffic Branch Headquarters operates the Public Enquiry Unit (PEU), which comprises an Enquiry Counter and a Telephone Enquiry Section.
PEU mainly handles traffic-related enquiries and processes applications for Traffic Conviction Record. Aiming at further improving service delivery to the public, PEU launched a Public Service Enhancement Project last year.
For years, processing of Traffic Convictions Record to applicants took three working days. To improve service quality, the feasibility of shortening the processing time and immediate issue of the record to applicants was critically examined, using a process re-engineering analysis. A special project-working group under the leadership of Chief Inspector Brian Kwan and Executive Officer Mina Li was set up to take this initiative forward. Customer surveys and meetings with staff were also conducted to formulate plans on more effective and practicable work procedure and resources allocation.
A trial scheme was eventually introduced in mid-July last year and, with the positive feedback from the general public and the joint efforts of staff, the immediate issue of Traffic Conviction Record for individual applications upon completion of all application procedures was successfully implemented in the following September.
In a bid to ensure that all traffic-related enquiries would be effectively and properly dealt with, training and internal communication sessions for staff are organised on a regular basis. At the same time, the CTPD's Telephone Recording System and Closed-circuit Television System have been installed, helping investigation of complaint cases through retrieval of voice and video recordings and safeguarding the rights of both the public and staff.
The Public Enquiry Unit
offers user-friendly facilities