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Hongkong Post provides reliable, efficient and universal postal services
at affordable prices to meet the needs of Hong Kong and its international
postal obligations. Since August 1, 1995, Hongkong Post has operated as
a trading fund department. This gives it a higher degree of flexibility
in resource management and enables it to respond more effectively to changes
in markets and customer needs, improve productivity, efficiency and customer
service, and introduce new services to its customers.
Hongkong Post recognises that clear leadership and vision are essential
to the evolution from a traditional, operationally focused government
department to a forward-looking, customer-focused and market-oriented
organisation. To this end, Hongkong Post established its corporate purpose
as Linking People, Delivering Business in 2003. The words neatly
define its dual responsibilities of firstly continuing to provide an affordable,
universal service linking individuals and organisations in Hong Kong and
across the globe through the delivery of correspondence and merchandise,
and secondly adding value to the economy by delivering business solutions
to the different sectors and maintaining the viability of Hongkong Post
through diversification into new business arenas. Supported by the vision,
mission and values set, the corporate purpose points to the organisation's
long-term direction.
During the year, Hongkong Post handled 1.27 billion items of mail, or
a daily average of 3.5 million items, representing a slight decrease of
0.3 per cent over 2002. Local mail accounted for 85.4 per cent of the
items processed and overseas mail for 14.6 per cent. Some 11 217
tonnes of letter mail and 1 762 tonnes of parcels were dispatched
overseas by air, representing an increase of 2 per cent on 2002. The United
States, the Mainland, the United Kingdom, Japan and Australia were Hongkong
Post's major partners in letter mail while Japan, the United States, Canada,
the United Kingdom and Australia were its major partners in parcels.
Performance pledges are published for the delivery of mail, philatelic,
counter and public Certification Authority services. Hongkong Post achieved
a very high performance level in most of its pledges. In particular, it
was able to achieve a success rate of 99.71 per cent for next-day delivery
of local letters.
In March, an independent firm was appointed to conduct the seventh annual
public perception survey of Hongkong Post's services. The overall satisfaction
levels remained high, with some 97 per cent, 96 per cent and 97 per cent
of customers in the general public, business and philately groups, respectively,
being satisfied or very satisfied with Hongkong Post's services. The survey
also found that Hongkong Post has ranked the first runner-up among the
best service organisations in every year since 2000.
In September, the Hong Kong Public Key Infrastructure Forum (HKPKIF)
hosted an international conference on 'The Usage of PKI in e-Business'.
The conference, chaired by the Postmaster General, was organised to position
Hong Kong as a leading e-business community. Some 250 senior executives
participated in the conference, 70 of whom were delegates of member PKI
forums from across the Asia-Pacific region. Ideas were exchanged on various
subjects relating to the development of business applications using PKI
technology.
Anticipating the commencement of the region-wide ID Card replacement
exercise in August, show business celebrities were appointed as e-Cert
ambassadors to raise public awareness and encourage residents to learn
more about e-Cert and the option to embed a Hongkong Post e-Cert, for
one year's free usage, in their smart ID cards. Those who elected to take
advantage of this offer are now experiencing the convenience of performing
secure online services and transactions.
A number of enhancements were added to Speedpost — Hongkong Post's
international courier service — throughout the year. In January,
the network was extended to Iran, Kenya, Mozambique and Myanmar, bringing
the total number of destinations served to 96. A number of incentives
were introduced to expand the account customer base. These included rebates
and supermarket gift coupons for sending Speedpost items to the Republic
of Korea. Under the bonus point scheme introduced in March, Speedpost
account customers redeemed accumulated points for a wide range of items
including PostShop souvenirs, supermarket, clothing chain and restaurant
coupons as well as electrical and electronic appliances.
Hong Kong's role as a leading digital city was further affirmed at the
launch in March of Hong Kong's first collection and delivery management
system (CDMS) in a Hongkong Post-Hutchison Telecom cooperation. This advanced
infrastructural system thrusts Hongkong Post to the forefront in courier
service for its use of innovative resource allocation technology. The
system was successfully tried out during the year and utilises Hutchison's
advanced GPRS (General Packet Radio Service) and personal digital assistants
equipped with a barcode scanning function to track package deliveries.
It is expected to be fully implemented in April 2004.
Eleven sets of special stamps were issued in 2003, and comprised Hong
Kong Disneyland; Year of the Ram; Traditional Trades and Handicrafts;
Miniature Landscapes; Pet Fish; Heartwarming; Waterbirds — a joint
issue by Hong Kong, China and Sweden; the successful flight of China's
first manned spacecraft; Chinese Percussion Instruments; World Heritage
in China; and Development of Public Housing in Hong Kong.
The special stamps featured a range of designs, exquisitely
rendered and reflecting a variety of cultural, nostalgic and contemporary
themes. Hongkong Post became the first postal administration in the world
to print on flock paper, making its 'Year of the Ram' series a historic
first. The 'Pet Fish' stamps incorporated a fish-shaped die-cut. The issue
of the pentagonal 'Development of Public Housing' series was Hong Kong's
first tête-bêche issue meaning the stamps were printed
with an upright image attached to an inverted image. The 'Heartwarming'
stamp was the first set of Hong Kong stamps without a value indicator
and printed with 'Local Mail Postage' or 'Air Mail Postage'. The stamp
tabs next to the stamps allow senders to add a warm and unique touch by
printing a photographic portrait.
Philatelists of all ages continued to benefit from the Local Standing
Order service which in 2003 introduced a customer loyalty programme for
customers to enjoy various incentive schemes with attractive souvenir
items. In March, a children's stamp design competition with the theme
of 'My Favourite Toys and Games' attracted entries from hundreds of children.
To reinforce young collectors' interest in producing stamp exhibits and
to promote philately among students, Hongkong Post organised the fourth
Inter-School Stamp Exhibitions Competition with the support of the Education
and Manpower Bureau. The competition attracted a favourable response with
164 entries.
Amid a fast-changing business environment and intense competition, small
and medium enterprises (SMEs) operating on limited resources are challenged
to promote their businesses and streamline operations. The PostalPlus
for SME programme was established to offer a simple, cost-efficient solution
to Hong Kong's 300 000-plus SMEs by providing postal services,
logistics, direct marketing and e-commerce support. Over 3 000 members
were recruited by year-end.
The post office network was extended with new post offices opened in
the Cyberport development in Pok Fu Lam and Yau Tong in January and December,
respectively. In June, the Yuen Long Post Office was included in the counter
network for accepting bulk postings, Hongkong Post circulars, permit mail,
and postage prepayment in money.
In February, Hongkong Post sanctioned its Occupational Safety Charter
during Occupational Health and Safety Week 2003. It endorsed the shared
responsibility of employers and employees to create and maintain a safe
and healthy work environment, and achieved the 'Continual Improvement
Safety Programme Recognition of System' Level 2 Certification of the Occupational
Safety and Health Council in November.
The PostCare Club consists of Hongkong Post staff who support the organisation's
values of caring for colleagues and the community by undertaking a range
of voluntary work. In May, the club saluted the community's efforts to
combat SARS by issuing a 'One Heart, One Mind, Bless Hong Kong' souvenir
cover. It was issued to encourage members of the public to send their
appreciation and blessing to those persons engaged in combating SARS.
The cover was distributed free of charge to the public on a first-come
first-served basis and its production was funded by donations from staff.
The Hong Kong Red Cross donation box in support of the 'SARS Prevention'
Campaign was also made available at each of the 39 philatelic offices.
Donations collected were spent on the provision of SARS preventive kits
to the needy and vulnerable people as well as on health education projects
for the community.
Hongkong Post's high standing in the international postal arena is clear
from its re-election as a board member of the Universal Postal Union Express
Mail Service Cooperative (UPU EMSC) in 2002 and the Asia Pacific Post
Cooperative (APPC) in 2003. It participated in activities organised by
the Universal Postal Union (UPU) including the UPU Postal Operations Council
meetings and the Council of Administration meetings in Berne, Switzerland,
and the Asian Pacific Postal Union (APPU) Executive Council meetings in
Hainan as a member of China's delegation. In addition, Hongkong Post participated
in the board meetings of the UPU EMSC and APPC, the meetings of the UPU
Advanced Electronic Services Group and the UPU Terminal Dues Action Group
and the UPU and APPU workshops.
Hongkong Post achieved Gold Level Certification among over 100 postal
administrations for outstanding Express Mail Service (EMS) performance
during 2002. This represents a major step forward in its continuing efforts
to strive for excellence in EMS performance, after achieving Silver Level
Certification in both 2000 and 2001. This award for EMS (known as Speedpost
in Hong Kong) was based on the UPU EMSC's Audit and Measurement Programme
conducted by an independent consultant in areas including delivery performance
and timely provision of tracking data.
By collaborating with overseas postal administrations, Hongkong Post
is able to streamline business and personal communications. In May, the
reciprocal postal remittance service was expanded from the existing postal
administrations (the Mainland, the Philippines and Canada) to include
Japan Post. In addition, under the International Fulfilment Service for
Australian Natural Products launched in July, Hongkong Post and Australia
Post teamed up with Western Australian merchants to arrange the posting,
customs clearance and delivery, via Speedpost, to the recipient's door
of a wide range of exclusive products from Western Australia including
natural pollen, avocado oil, medicated honey, sandalwood oil, wildflowers
and premium boutique wines.
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