Direct Investigation Reports of the Operation of the Integrated Call Centre

The request was refused by 申訴專員公署.

Dear Office of The Ombudsman,

The Office of The Ombudsman ("the Office") has conducted a number of Direct Investigations (DIs) into the operation of the Integrated Call Centre and the Government telephone enquiry hotline services. As far as I know, at least three related DIs have been conducted, of which the titles are listed as follows.

1. [Year 1997/98] "政府部門電話查詢熱線服務" (Chinese) or "Government telephone enquiry hotline services" (English)

2. [Year 2003/04] "綜合電話查詢中心的運作" (Chinese) and "Operation of the Integrated Call Centre" (English)

3. [Year 2008/09] "綜合電話查詢中心處理投訴的成效" (Chinese) and "Effectiveness of the Integrated Call Centre in Handling Complaints" (English)

I therefore request, under the Code on Access to Information, the full DI reports in both Chinese and English of (a) the above DIs and (b) any other DI(s) and/or DI Assessment(s) of the similar subject.

I am looking forward to your early reply. Thank you very much.

Yours faithfully,
stranbusel

申訴專員公署

Fax                : 2882 8149
Tel                 : 2629 0428
Our Ref        : L/M (2b) to OMB/G/16/03 III
Subject        : Request for Information - Direct Investigation Reports of
the Operation of the Integrated Call Centre
Dear stranbusel,

                We refer to your email of 26 October 2015 requesting the
full reports in both Chinese and English of the following three Direct
Investigations (“DIs”) related to the operation of the Integrated Call
Centre:

(i)        1997/98 - “Government Telephone Enquiry Hotline Service (政府部
門電話查詢熱線服務)”
(ii)        2003/04 - “Operation of the Integrated Call Centre (綜合電話查
詢中心的運作)”
(iii)        2008/09 - “Effectiveness of the Integrated Call Centre in
Handling Complaints (綜合電話查詢中心處理投訴的成效)”

2.                For item (i), only a report in English supplemented by
an Executive Summary in both Chinese and English is available.  The full
report consists of 110 pages in total.  We levy an administrative charge
for meeting information access requests, and in your case, the total
charge is HK$132.  You can make the payment either:
(a)        by cheque
The cheque should be made payable to “The Ombudsman – Administration
Account” and mailed to the Office of The Ombudsman, 30/F, China Merchants
Tower, Shun Tak Centre, 168-200 Connaught Road Centre, Hong Kong (Attn:
Kathleen Chan).

(b)        through bank deposit
Please deposit the amount into our bank account with the Standard
Chartered Bank (Account No. 447-1-077172-2) and then write your name on
the bank pay-in slip and fax it to the Office of The Ombudsman (Attn:
Kathleen Chan) at 2882 8149.
Upon receipt of your payment, we will send a copy of the requested report
to your email address.  If we do not receive your payment on or before 13
December 2015, we will consider that you have withdrawn your information
access request.  In case you want to access the report again in future,
you will have to make a new application.
4.        Regarding items (ii) and (iii), only reports in English
supplemented by Executive Summaries in both Chinese and English are
available and the documents can be found at our website:
        [1]http://ofomb.ombudsman.hk/abc/en-us/dire...
[2]http://ofomb.ombudsman.hk/abc/zh-hk/dire...

5.        Information on our DI reports published since 2002/03 till now
are available at our website.  Please visit our website for any additional
DI report that you wish to read.

Yours sincerely,

( Kathleen Chan )
for The Ombudsman

From:        stranbusel <[FOI #50 email]>
To:        FOI requests at Office of The Ombudsman <[Office of The Ombudsman request email]>,
Date:        26/10/2015 05:14
Subject:        Freedom of Information request - Direct Investigation
Reports of the Operation of the Integrated Call Centre

--------------------------------------------------------------------------

Dear Office of The Ombudsman,

The Office of The Ombudsman ("the Office") has conducted a number of
Direct Investigations (DIs) into the operation of the Integrated Call
Centre and the Government telephone enquiry hotline services. As far as I
know, at least three related DIs have been conducted, of which the titles
are listed as follows.

1. [Year 1997/98] "政府部門電話查詢熱線服務" (Chinese) or "Government
telephone enquiry hotline services" (English)

2. [Year 2003/04] "綜合電話查詢中心的運作" (Chinese) and "Operation of the
Integrated Call Centre" (English)

3. [Year 2008/09] "綜合電話查詢中心處理投訴的成效" (Chinese) and
"Effectiveness of the Integrated Call Centre in Handling Complaints"
(English)

I therefore request, under the Code on Access to Information, the full DI
reports in both Chinese and English of (a) the above DIs and (b) any other
DI(s) and/or DI Assessment(s) of the similar subject.

I am looking forward to your early reply. Thank you very much.

Yours faithfully,
stranbusel

-------------------------------------------------------------------

This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.

Please use this email address for all replies to this request:
[FOI #50 email]

Is [Office of The Ombudsman request email] the wrong address for Freedom of Information
requests to Office of The Ombudsman? If so, please contact us using this
form:
[3]https://accessinfo.hk/en/change_request/...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://accessinfo.hk/en/help/officers

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

References

Visible links
1. http://ofomb.ombudsman.hk/abc/en-us/dire...
2. http://ofomb.ombudsman.hk/abc/zh-hk/dire...
3. https://accessinfo.hk/en/change_request/...
4. https://accessinfo.hk/en/help/officers

申訴專員公署

Fax                : 2882 8149
Tel                 : 2629 0428
Our Ref        : L/M (2b) to OMB/G/16/03 III
Subject        : Request for Information - Direct Investigation Reports of
the Operation of the Integrated Call Centre
Dear stranbusel,

                We refer to your email of 26 October 2015 requesting the
full reports in both Chinese and English of the following three Direct
Investigations (“DIs”) related to the operation of the Integrated Call
Centre:

(i)        1997/98 - “Government Telephone Enquiry Hotline Service (政府部
門電話查詢熱線服務)”
(ii)        2003/04 - “Operation of the Integrated Call Centre (綜合電話查
詢中心的運作)”
(iii)        2008/09 - “Effectiveness of the Integrated Call Centre in
Handling Complaints (綜合電話查詢中心處理投訴的成效)”

2.                For item (i), only a report in English supplemented by
an Executive Summary in both Chinese and English is available.  The full
report consists of 110 pages in total.  We levy an administrative charge
for meeting information access requests, and in your case, the total
charge is HK$132.  You can make the payment either:
(a)        by cheque
The cheque should be made payable to “The Ombudsman – Administration
Account” and mailed to the Office of The Ombudsman, 30/F, China Merchants
Tower, Shun Tak Centre, 168-200 Connaught Road Centre, Hong Kong (Attn:
Kathleen Chan).

(b)        through bank deposit
Please deposit the amount into our bank account with the Standard
Chartered Bank (Account No. 447-1-077172-2) and then write your name on
the bank pay-in slip and fax it to the Office of The Ombudsman (Attn:
Kathleen Chan) at 2882 8149.
Upon receipt of your payment, we will send a copy of the requested report
to your email address.  If we do not receive your payment on or before 13
December 2015, we will consider that you have withdrawn your information
access request.  In case you want to access the report again in future,
you will have to make a new application.
4.        Regarding items (ii) and (iii), only reports in English
supplemented by Executive Summaries in both Chinese and English are
available and the documents can be found at our website:
        [1]http://ofomb.ombudsman.hk/abc/en-us/dire...
[2]http://ofomb.ombudsman.hk/abc/zh-hk/dire...

5.        Information on our DI reports published since 2002/03 till now
are available at our website.  Please visit our website for any additional
DI report that you wish to read.

Yours sincerely,

( Kathleen Chan )
for The Ombudsman

From:        stranbusel <[FOI #50 email]>
To:        FOI requests at Office of The Ombudsman <[Office of The Ombudsman request email]>,
Date:        26/10/2015 05:14
Subject:        Freedom of Information request - Direct Investigation
Reports of the Operation of the Integrated Call Centre

--------------------------------------------------------------------------

Dear Office of The Ombudsman,

The Office of The Ombudsman ("the Office") has conducted a number of
Direct Investigations (DIs) into the operation of the Integrated Call
Centre and the Government telephone enquiry hotline services. As far as I
know, at least three related DIs have been conducted, of which the titles
are listed as follows.

1. [Year 1997/98] "政府部門電話查詢熱線服務" (Chinese) or "Government
telephone enquiry hotline services" (English)

2. [Year 2003/04] "綜合電話查詢中心的運作" (Chinese) and "Operation of the
Integrated Call Centre" (English)

3. [Year 2008/09] "綜合電話查詢中心處理投訴的成效" (Chinese) and
"Effectiveness of the Integrated Call Centre in Handling Complaints"
(English)

I therefore request, under the Code on Access to Information, the full DI
reports in both Chinese and English of (a) the above DIs and (b) any other
DI(s) and/or DI Assessment(s) of the similar subject.

I am looking forward to your early reply. Thank you very much.

Yours faithfully,
stranbusel

-------------------------------------------------------------------

This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.

Please use this email address for all replies to this request:
[FOI #50 email]

Is [Office of The Ombudsman request email] the wrong address for Freedom of Information
requests to Office of The Ombudsman? If so, please contact us using this
form:
[3]https://accessinfo.hk/en/change_request/...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://accessinfo.hk/en/help/officers

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

References

Visible links
1. http://ofomb.ombudsman.hk/abc/en-us/dire...
2. http://ofomb.ombudsman.hk/abc/zh-hk/dire...
3. https://accessinfo.hk/en/change_request/...
4. https://accessinfo.hk/en/help/officers