Efficiency Office (EffO, ) is a government department under the Innovation, Technology and Industry Bureau of the Government of Hong Kong. It is a management consulting agency in the SAR government structure, providing suggestions of general consulting, resource management and information technology for different SAR government departments and agencies.
The Office was founded in May 1992, previously known as the Efficiency Unit, as an agency under the Chief Secretary's Office (renamed as Chief Secretary for Administration's Office after the handover). On 1 April 2018, the Unit was reallocated under Innovation and Technology Bureau, later the Innovation, Technology and Industry Bureau, and renamed as the Efficiency Office.
History
In 1972, Governor Murray MacLehose commissioned McKinsey & Company to conduct a brief examination of the machinery of government in Hong Kong. The report, commonly known as the “McKinsey Report”, found that the colonial government's efforts to expand services were diluted by the continuing decline in skilled and experienced staff.McKinsey and Company. (1973). The Machinery of Government: A New Framework for Expanding Services. Government Printer. It was therefore recommended that the government should be divided into secretariat branches for policy formulation and departments for implementation, while improving personnel management by opening senior positions to all grades and introducing the merit-based promotion system. Governor MacLehose later proposed to develop the civil servants’ expertise in modern corporate management in his 1973 policy address.Hong Kong Legislative Council (1973, October 17). The Legislative Council Debates Official Report. Legislative Council Secretariat. https://www.legco.gov.hk/yr73-74/h731017.pdf
In February 1989, the Finance Branch set out concrete proposals for public sector reform, aiming to enhance the efficiency of public service management and delivery.Finance Branch (1989). Public Sector Reform – A Sharper Focus. Government Printer. These suggestions include the use of trading funds and statutory corporations, as well as outsourcing.
The Efficiency Unit, the predecessor agency of EffO, was established in May 1992, with Robert Footman as its inaugural Head. Its staff consisted mainly of civil servants from different professional and management backgrounds so as to work on strategic issues across government agencies, including identifying opportunities, devising solutions, and promoting and coordinating reforms.Efficiency Unit (2002). Proposed Integration of Efficiency Unit and Management Services Agency. Legislative Council Secretariat. https://www.legco.gov.hk/yr01-02/english/panels/ps/papers/ps0523cb1-1766-14e.pdf Similarly, the Management Services Agency was founded in September 1993 to provide management and technology consultancy support to bureaux and departments when implementing service improvements.Efficiency Unit (2002). Proposed Integration of Efficiency Unit and Management Services Agency. Legislative Council Secretariat. https://www.legco.gov.hk/yr01-02/english/panels/ps/papers/ps0523cb1-1766-14e.pdf In July 2002, both the Efficiency Unit and the Management Services Agency were merged into a single unit to streamline the management structure for enhanced flexibility in carrying out the reform agenda and responding to changing demands.
The Efficiency Unit published the Code on Access to Information, as well as companion guides for human resource management, public finance, and civil service training. In July 2001, the Efficiency Unit launched the 1823 call centre, a 24-hour one-stop hotline service, to answer public enquiries and receive complaints for some 20 participating government departments.
In 2004, the Efficiency Unit underwent an internal review that led to its repositioning wherein it assumed the role as the “preferred consulting partner” for all government bureaux and departments. Since then, the Efficiency Unit has rolled out the Customer Management Assessment Framework (CMAF) for customer-facing agencies to improve and assess customer-oriented services.Legislative Council Secretariat (2009). Replies to supplementary written questions raised by Finance Committee Members in examining the Estimates of Expenditure 2009-10. https://www.legco.gov.hk/yr08-09/english/fc/fc/sup_w/s-cso-e.pdf Besides providing advisory services, the Efficiency Unit also conducted research on new public management concepts, where it produced user guides, reports and newsletters, and organised seminars and training sessions for civil servants.Legislative Council Secretariat (2009). Replies to supplementary written questions raised by Finance Committee Members in examining the Estimates of Expenditure 2009-10. https://www.legco.gov.hk/yr08-09/english/fc/fc/sup_w/s-cso-e.pdf In 2010, the Efficiency Unit organised the “Public Sector Reform Conference – Public Service 2020” to discuss new challenges from ageing population, increased automation, higher expectations, and constitutional development.
Moreover, the Efficiency Unit collaborated with other government agencies and other external bodies. Examples include launching the Youth Portal with RTHK to promote young people's access to government information and public services, the “Be the Smart Regulator Programme” with the Economic Analysis and Business Facilitation Unit (EABFU) to improve licensing systems, as well as the General Management Consultancy (GMC) Services Portal to help government agencies procure management consultants.Legislative Council Secretariat (2009). Replies to supplementary written questions raised by Finance Committee Members in examining the Estimates of Expenditure 2009-10. https://www.legco.gov.hk/yr08-09/english/fc/fc/sup_w/s-cso-e.pdf Together with the Commission on Poverty, the Efficiency Unit started the Social Innovation and Entrepreneurship Development (SIE) Fund to support innovative social entrepreneurship in meeting underserved needs and promote social inclusion, such as a gerontechnology platform, social impact bonds, food support projects, etc. Starting from 2015, the SIE Fund encourages businesses to adopt Created Shared Value (CSV) business models to align business returns with community advancements.
To mark its 20th anniversary, the Efficiency Unit was united at its current office in 2012, which was designed to provide a staff-friendly and collaborative workspace with a comprehensive Enterprise Information Management System.
On 1 April 2018, the Efficiency Unit was transferred to the Innovation and Technology Bureau from the Chief Secretary for Administration's Office, and also renamed as the Efficiency Office (EffO). Meanwhile, the Business Facilitation Division under EABFU was moved to EffO for greater synergy and efficiency. The inaugural Commissioner for Efficiency was Olivia Nip, who served from 2017 to 2020.
In the future, EffO endeavours to streamline government services and engage new intermediaries for the SIE Fund. It also seeks to upgrade the 1823 hotline service during the COVID-19 pandemic and accelerate the use of innovation and technology in public service delivery.
Organisation and Management
The Commissioner for Efficiency The Commissioner for Efficiency is responsible for promoting the adoption of technology and innovations in business methods to improve the quality and effectiveness of public services in meeting community needs. On one hand, he fulfils his responsibilities by being the head of EffO and, on the other hand, he builds strong partnerships with bureaux and departments, external partners and stakeholders to identify ideas for service improvement, develop and test innovations and scale up implementation of successful projects. He is assisted by a Deputy Commissioner and seven Assistant Commissioners in discharging his duties.
The current Commissioner is Mr LEE Kwok Bun, Ivan and Deputy Commissioner is Mrs LI KWOK Chi Kit, Judy.
Head, Efficiency Unit
1. Robert Footman (霍文: May 1992 — November 1995)
2. Colin Sankey (冼兢; January 1996 — October 2003)
3. Duncan Pescod (柏志高; November 2004 — February 2006)
4. Kitty Choi Kit-yu (蔡潔如; April 2006 — August 2009)
5. Kim Anthony Salkeld (蘇啟龍; August 2009 — November 2017)
6. Olivia Nip Sai-lan (聶世蘭; December 2017 — March 2018)
Commissioner for Efficiency
1. Olivia Nip Sai-lan (聶世蘭; April 2018 — December 2020)
2. Ivan Lee Kwok Bun (李國彬; December 2020 — present)
Management Services Officers Grade
Management Services Officers (MSOs) are the main members of the Efficiency Office. As management consultants, MSOs help policy bureaux and departments find opportunities for improvement, facilitate and implement change, and accelerate innovation and technology adoption for better services. Types of consultancies include business process re-engineering, departmental management reviews, organisational review, performance measurement, design thinking, knowledge management, shared services, public sector innovation, information technology application studies, streamlining of government services and review on business facilitation as well as market and financial analysis.
MSOs may be posted to work in different policy bureaux and departments of the Government. They work in close partnership with colleagues of different grades in providing service in the areas of general consulting, resource management and other fields.
Functions
EffO is divided into seven teams. The functions of these seven teams, each headed by an Assistant Commissioner, are :
a. Business Facilitation Team: This team provides secretariat support to the Business Facilitation Advisory Committee and its task forces, manages the “Be the Smart Regulator” Programme and deals with the promotion of business facilitation culture and World Bank's doing business ranking.
b. Team 1: This team is responsible for design thinking, consultancy, general management consultancy support and management services officer grade management.
c. Team 2: This team is responsible for 1823, change management and promotion of innovation and technology adoption in the Government.
d. Team 3: This team is responsible for management and administration of the Social Innovation and Entrepreneurship Development Fund (SIE Fund) and service quality related survey.
e. Team 4: This team is responsible for Youth Portal and marketing and communication of the SIE Fund.
f. Team 5: This team is responsible for streamlining of Government Services Programme and consultancy.
g. Admin Team: This team is responsible for administrative and IT support, human and financial resources management and administrative and committee support to SIE Fund.
Duties and Operations / Service and facilities
Management Consultancy
EffO's duties in management consultancy can be further divided into 10 key areas:
a. Streamlining of Government Services Programme:
The Streamlining of Government Services Programme (SGSP) was launched in mid-2019 with a view of improving government services involving applications and approvals. SGSP enhances the convenience, efficiency and transparency of government services through streamlining business processes and widening the adoption of technology. Streamlining measures under SGSP focus on streamlining business processes, reducing documentation requirements, improving service channels, and strengthening communications.