Service Pledges Target Targets in
2010/11
Performance in
2010/11
LOCAL AND INTERNATIONAL MAIL
1. Deliver locally posted letters to local addressees by the following working day1. 99.0% 99.8% **
2. Deliver Bulk Economy letters to addressees within 3 working days2. 99.5% 100% **
3. Deliver Hongkong Post Circular Service items within 4 working days2. 99.5% 100% **
4. Despatch outward airmail items, posted before the advertised latest time for posting, to the designated air carrier within the same day or the following working day, subject to availability of flights. 99.0% 98.7%
5. Deliver inward airmail items within 2 working days after arrival in Hong Kong. 99.0% 99.9% **
6. Deliver local and inward parcels within 2 working days after day of posting or arrival to Hong Kong, Kowloon and major commercial and industrial areas in the New Territories, and within 3 working days to other areas2. 99.5% 100% **
7. Despatch outward air parcels, posted before the advertised latest time for posting, to the designated air carrier within the same day or the following working day, subject to availability of flights. 99.0% 97.9%
SPEEDPOST AND LOCAL COURIERPOST
8. Provide pick-up service for Speedpost items within the period as specified in the Service Information Sheet. 99.5% 99.9% **
9. Deliver outward Speedpost items accepted before the specified latest times for posting to air carriers on the same day, subject to availability of flights. 99.5% 99.5% *
10. Deliver inward Speedpost items on the same working day for items arriving before noon. 99.5% 99.7% **
11. Deliver Local CourierPost items according to the standards specified in the Service Leaflet. 99.5% 99.9% **
RETAIL BUSINESS
12. Serve customers within 10 minutes during non-peak hours. 98.0% 98.4% **
13. Serve customers within 25 minutes during peak hours or periods3. 98.0% 99.8% **
14. Reset private franking machines at counters within 15 minutes. 98.0% 100% **
15. Deliver products under the Local Standing Order Service at counters within 15 minutes. 98.0% 100% **
PHILATELY AND POSTSHOP PRODUCTS
16. Make products available for collection under the Local Standing Order Service on the first day of issue of the related special stamps. 100% 100% *
17. Despatch overseas orders within 6 working days from date of receiving the order. 100% 100% *
18. Open new philatelic accounts within 6 working days from date of receiving the application. 100% 100% *
19. Deliver local orders for PostShop products within 6 working days from date of receiving the order. 99.0% 100% **
CERTIFICATION AUTHORITY
20.

Process applications for Hongkong Post e-Cert within the working days stipulated below:

  • e-Cert (Personal) - 3 days
  • e-Cert (Organisational) - 10 days
  • e-Cert (Encipherment) - 10 days
  • e-Cert (Server) - 10 days
99.0% 100% **
HOTLINES
21. Answer calls to Hongkong Post Hotlines within 3 rings, i.e. within 12 seconds. 90.0% 92.9% **
APPLICATION FOR POSTAL SERVICES
22.

Process applications for the following services within 5 working days:

  • Post Office Boxes
  • Use of Private Franking Machine
  • Opening of Deposit Accounts for posting of mail in bulk
  • Redirection Service

    Process applications for the following services within 4 working days4:
  • Freepost
  • Business Reply Service
  • International Business Reply Service
100% 100% *
23. Process applications for Hongkong Post Circular Service within 1 working day 100% 100% *
24. Process applications for Permit Mailing Service within 1 working day 99.0% 100% **

Notes:

  1. Performance target was 98.0% for 2009/10.
  2. Performance target was 99.0% for 2009/10.
  3. Peak periods include the first days of issue of philatelic products, seasonal pressure periods such as Christmas, Lunar New Year and the government bills peak collection time such as the whole month of January and the last week of April, July and October. Details of specific peak hours for individual post offices are displayed in the public hall.
  4. 5 working days for 2008/09.

** = Exceeded target

* = Achieved target

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