審計署最近評點了政府1823服務。甚麼是1823？簡單來說，1823是一個熱線服務中心，市民可透過這熱線電話聯絡一部份政府部門，其功能大致和電話公司提供的查電話服務相差不遠，分別只是你不用自己再打電話一次吧！
1823服務隸屬於一個叫「效率促進組」的部門，筆者相信知道有這個部門的香港市民可能少於萬分之一。但是，這個隱形部門本應是一個很厲害的。
「效率促進組」看其寶號便知其最主要職能是促進政府效率，其直接隸屬於政務司司長辦公室，本應擁有超然地位，縱使未必能插手財政司和律政司管轄的部門，但對政務司轄下的部門卻理應能起到一定作用。看其組織架構，本應像一些私營企業內一些內部顧問或方法分析的部門一樣，應該以分析和改善流程為己任。但是，長久以來，卻真的沒看見這部門有促進了甚麼效率、改善了甚麼流程。反而有點不務正業，建立了一個非驢非馬般的熱線中心出來，真叫升斗小民哭笑不得。
6 comments:
it should be like Business Analysis Department or CEO office in those company that aims at facilitating inter-departments projects.
Endorsement by Senior management (CEO) was critical.
I agreed that top management's endorsement is critical. However, the problem now is there is not lack of projects. In fact, the Government initiated a lot of changes in the recent years. But just as the normal practice, the Government will recruit those international consultants to conduct analysis (so called) but just ignore this team. I just wonder why the Government did not just cut the team so that, at least, the efficiency can be slightly improved because of some costs are reduced.
Consultant has it's 'privilege' to 'say' something, that's how a corporation use external consultant too.
However, this team should work with those external consultants, isn't it?
For other companies, internal consultant is a key person for working with external consultants as the internal consultant usually have more in-depth understanding of the processes. It is also the key role of those business analysts. However, the problem of the local government is that there is no habit of a department analyze another department's processes. It will be considered as a violation of tradition. I just wonder about the history of forming such an Efficiency Improvement Unit as, up to this moment, I don't note the Government has established the appropriate culture for the survival of this function.
I believe the original set up purpose needs many things to support their acheievement. I doubt if CE office gives enough support to the unit.
A critical success factor for any consultancy project is top management ownership. It is impossible to let the consultant to own the project. It is very clear that the problem of Efficiency Improvement Unit is the lack of top management ownership. I think CE is now busy in thinking how to establish his own team, rather than giving any support to this Unit.
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