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Dear heads of departments and organisations, award winners, honourable guests and friends from the media,

Welcome to the 28th Presentation Ceremony of The Ombudsman’s Awards.  First and foremost, I would like to express my gratitude to all government departments and public organisations for their unwavering support as we work together to advance good governance in the Hong Kong Special Administrative Region (“HKSAR”).

The award ceremony stands as our major annual event.  Thanks to your enthusiastic participation and steadfast support, we have gone from strength to strength.  This year, my Office has introduced a new Team Award to recognise outstanding team performance.  With the event expanding in scale, we have relocated the ceremony to the Hong Kong Convention and Exhibition Centre for a more spacious setting.  We hope everyone will enjoy a meaningful celebration this afternoon.

I am pleased to share highly satisfactory and unprecedented outcomes achieved in all three strategic focuses that I have championed.  Last year, we resolved 555 complaints by mediation, and addressed 141 cases involving inter-departmental collaboration.  Through full investigations and direct investigation operations, we made 254 recommendations to enhance public administration, marking a recent high.  All of these recommendations were accepted by the departments and organisations concerned.  I am confident that this year’s achievements will surpass those of last year.  Once again, I extend my thanks to all departments and organisations for their active cooperation and collaboration, which have not only enabled more efficient and proper handling of public complaints, but also enhanced the quality and effectiveness of public services through sustained efforts in following up and implementing our recommendations.

This year, we completed several direct investigation operations focusing on livelihood issues of significant public interest, sparking widespread public resonance and concern.  Among them, our direct investigation operation into the Government’s regulation of occupational safety and health in the construction industry was the largest and most comprehensive in recent years.  Following the release of the report, it attracted significant attention from the Chief Executive, who promptly announced the establishment of a working group led by the Chief Secretary for Administration to conduct in-depth reviews of our recommendations.  Additionally, last month’s report on the respite services for supporting carers of elderly persons and persons with disabilities also garnered widespread attention from various sectors of society and the Government, particularly the social welfare sector.  My colleagues and I are deeply gratified that our work has had a far-reaching impact on the community and has earned broad recognition and trust from the public, the Government and public organisations.

In August this year, we established the Hong Kong International Ombudsman Academy through the flexible deployment of existing internal resources.  The Academy is dedicated to providing training for departments and organisations through workshops, seminars and exchange programmes.  It actively promotes mediation and inter-departmental collaboration to foster innovation and drive positive changes in public administration, with a particular emphasis on “maladministration prevention”.  The Academy also seeks to strengthen ties and cooperation with ombudsman bodies in the Mainland and around the world, facilitating cross-regional experience exchange and knowledge sharing.

I will continue to represent my Office in actively engaging in international ombudsman affairs, in my capacity as the Director of the Australasian and Pacific Region of the International Ombudsman Institute, and as the Secretary of the Asian Ombudsman Association (“AOA”).  Following the successful hosting of the International Ombudsman Summit last December, during which memoranda of understanding on bilateral cooperation were signed with eight countries and regions, we signed another memorandum with the Chief Ombudsman of Thailand in September this year, as part of our ongoing efforts to foster diversified international collaboration.

Coinciding with the AOA’s 30th anniversary next year, my Office will host its Board of Directors Meeting to further deepen ties and exchanges with ombudsman bodies across Asia.  This serves as another occasion for the HKSAR to showcase to the international community its distinctive advantage of having strong support from the motherland and close connection with the world under “one country, two systems”.  It also reflects our commitment to telling the good story of Hong Kong and promoting the continuous advancement of quality public administration.

This Year’s Winners of Awards

Winning Organisations

I will now announce this year’s award-winning organisations. First, the Gold Award for Public Organisations goes to the Housing Department (“HD”).

HD is responsible for a broad spectrum of important duties, including processing public rental housing applications, handling rental and tenancy matters, and overseeing estate management, maintenance and improvement works. Despite its heavy workload, HD has been proactive and earnest in responding to this Office’s inquiries with comprehensive, clear and detailed information.  Its efficient and forthcoming staff have contributed a lot to many of our successful mediation cases.  In cases involving the elderly and persons with special needs, HD has gone the extra mile to work closely with my Office and address the complainants’ concerns proactively.  These efforts reflect its commitment to enhancing the quality of public administration.  HD is truly deserving of the Gold Award.

This year’s Silver Award for Public Organisations goes to the Food and Environmental Hygiene Department (“FEHD”).

FEHD delivers a diverse and extensive range of services regarding food safety, environmental hygiene and public health, all closely connected to people’s livelihood. The Department handles public complaints with a positive and proactive attitude, responds promptly to our inquiries, and is receptive to our recommendations. Supportive of our mediation efforts, FEHD has strived to resolve public complaints more swiftly and effectively.  Furthermore, FEHD’s commitment to introducing innovative technologies to enhance services and streamline work procedures is also commendable.

The winner of the Bronze Award for Public Organisations is the Correctional Services Department (“CSD”).

CSD has proactively introduced innovative initiatives, including a chatbot to handle public enquiries, and fully launched the Approved Hand-in Articles e-Ordering Service for persons in custody in 2024. These measures reflect the Department’s effective use of information technology to enhance penal management. CSD also offers a diverse range of rehabilitation and education programmes to support persons in custody in pursuing further studies.  In addition, it has established family therapy centres to help rehabilitated persons reconnect with their families and reintegrate into society.  CSD handles complaints with a proactive and positive attitude, and responds to this Office’s inquiries in a timely and comprehensive manner.

The Award on Mediation goes to the Transport Department (“TD”).

Last reporting year, TD resolved 74 cases by mediation. In close collaboration with my Office, TD actively adopts mediation to handle complaints, with staff responding promptly, providing clear explanations, and engaging in constructive dialogue with the complainants. Throughout the mediation process, TD exemplifies a balanced approach which is lawful, practical and empathetic, leading to satisfactory resolutions.  My Office highly commends TD for its remarkable achievements and outstanding performance in mediation work.

The Information Technology Application and Creativity Award is presented to the Drainage Services Department (“DSD”).

Over the years, DSD has pioneered application of innovative technologies and development of smart drainage systems in response to the increasingly frequent challenges posed by extreme weather. Among its notable achievements, its self-developed Mosaic Model Map, which brought honour to Hong Kong by being recognised at the 50th International Exhibition of Inventions of Geneva this year, can assess flood risks across districts and significantly strengthen its preparedness and response efficiency ahead of heavy rainstorms. DSD’s accomplishments in technology application and creativity have not only reinforced Hong Kong’s infrastructure but also set a global benchmark for excellence in public service.

The winner of the Customer Services Award is the Digital Policy Office (“DPO”).

Operated by DPO, the 1823 Contact Centre provides 24-hour customer service, supporting 23 participating government departments in handling public enquiries and complaints. Last year, 1823 processed 7.55 million cases using artificial intelligence, excelling itself across all key performance indicators and significantly boosting overall efficiency. 1823 has actively adopted innovative technologies, including an AI chatbot that answers frequently asked questions from the public in real time and assists staff in responding to enquiries, thereby further streamlining workflows.  The 1823 team has committed to professional, courteous and efficient service at all times.  Its dedication truly merits commendation and recognition.

Awards for Teams and Individuals

Behind the efficient functioning of government departments and public organisations lies the solid support of every individual and every team. This year, 80 distinguished public officers received the Individual Awards. We have introduced a new Team Award to recognise outstanding collaborative achievements in enhancing public administration.  A total of ten outstanding teams received the Team Awards this year, including three involving inter-departmental collaboration.  I am very pleased to see more public officers being commended, which further showcases the continuous progress in public services.

Final Remarks

As we all know, the Legislative Council General Election will be held on 7 December. This election is of significance, playing a pivotal role in supporting the HKSAR Government’s actions in policy formulation and implementation and driving economic development and improvement of people’s livelihood. As the Ombudsman leading the Office that monitors public administration, I am obliged to communicate an important message to 106 government departments and public organisations subject to the Office’s jurisdiction: public officers, as the backbone of the governance team, should set an example and cast votes in elections to fulfil their civic responsibility. I, together with all my colleagues, fully support this election. I urge all members of the public to support the election wholeheartedly and all voters to cast their votes. I also wish that every colleague present will encourage your family, relatives and friends to fulfil their civic responsibility by casting a precious vote for Hong Kong’s good governance, economic vibrancy and public well-being, as well as the full implementation of the principle of “patriots administering Hong Kong”.  Let’s vote together on 7 December.

Last but not least, I extend my hearty congratulations to all award-winning departments, organisations and officers, as well as my sincere gratitude for their united efforts in advancing good governance in the HKSAR. Thank you.

Office of The Ombudsman