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  • Promotion of Business Facilitation Culture

    • To further promote a customer-centric culture within the civil service, some departments (such as the Food and Environmental Hygiene Department and the Fire Services Department) have enhanced their training on customer service.  

    • Briefing sessions are delivered to new recruits from various bureaux/ departments to cultivate a business facilitation culture through the induction seminars organized by the Civil Service Training and Development Institute.   

    • The Efficiency Office also organises experience sharing sessions for bureaux/departments participating in the Programme from time to time to further promote the business facilitation and smart regulation culture.

    • A Business Facilitation Initiatives Intranet Website is provided at the Government’s intranet to provide useful information on the Government’s business facilitation work and reference materials on smart regulation for the reference of officers concerned.

    • Good practices on smart regulation are published within the civil service through feature articles/posters on the Civil Service Newsletters from time to time to recognize bureaux/departments’ efforts in business facilitation and to cultivate a smart regulation culture among staff.


  • Case officers

    • To improve customer service, relevant licensing authorities have established a case officer system to assign the case officers to handle the licensing cases.

    • For example, a case officer system has been adopted by the Fire Services Department to strengthen communication with the Authorised Persons and the Buildings Department in processing general building plans of new buildings.

  • Promulgation of improvement measures to various trade associations

    • Success stories on business facilitation are promulgated through publishing feature articles on the websites and publications of various trade associations on a regular basis.  Please click here for past articles.

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Last revision date: April 2022

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