Serving the community

Under the Innovation and Technology Bureau of the Government of the Hong Kong Special Administrative Region, the Efficiency Office is a change agent and catalyst for improving the management and delivery of public services so that the needs of the community are met in more user-friendly and effective ways. Applying insight and ideas from the people who use public services, the people who provide them and our own analysis, we aim to help individual agencies and the Government as a whole to work together well and give timely, integrated and well-designed service to Hong Kong.

Efficiency Office – Pioneering “People-centred Innovation”

Find out more about our work Find out more about our staff


The Efficiency Office works in partnership with public service delivery agencies and oversight bodies to enhance the efficiency and effectiveness of public service. We provide management consultancy services and help to support innovation through learning, design and demonstration.

Management Consultancy

We provide teams of management consultants to assist public service agencies on a flexible basis through a range of services. We train and develop the members of the Management Services Officer grade who are deployed within the Efficiency Office as well as in 5 bureaux and 10 departments.

Citizen-centric Services

We provide advice and assistance to public service agencies in designing and delivering more citizen-centric services, and have undertaken several projects ourselves to bring citizen-centred innovation into public services. These include 1823, the Youth Portal and most recently the Social Innovation and Entrepreneurship Development Fund programme.

Since 1823 2001

Launched in 2007


SIE Fund


Established in 2013

Business Facilitation

We are responsible to co-ordinate the Government's business facilitation efforts from various bureaux and departments in support of the work of the Business Facilitation Advisory Committee and its task forces. We also take forward the “Be the Smart Regulator” Programme to improve the regulatory environment for doing business.

Our Staff

The professional team in Efficiency Office comprises Management Services Officers and other civil servants from different general grades including the Executive Officer grade, Clerical and Secretarial grades. Professions from other fields including design, media, marketing and IT are also engaged to bring new experience and perspectives to the Efficiency Office.

Management Services Officer

Our colleagues are here to share with you different aspects of their work.


Our History

McKinsey's Report May, 1973 McKinsey's Report "The Machinery of Government: A New Framework for Expanding Services" This report set out the framework of secretariat branches responsible for policy and departments responsible for operational delivery that persists to day. It also made recommendations for improvement to recruitment and management of staff to help the public service meet the needs of a rapidly growing city.
Improving the living of the people October, 1973 Improving the living of the people Commencing the LegCo session, the Governor announced a host of new initiatives covering housing, social welfare, education, community development as well as youth engagement. The importance of developing the management expertise of civil servants was pointed out.
Public Sector Reform February, 1989 Public Sector Reform -
optimising use of resources for better services
"Public Sector Reform – A Sharper Focus" was published by the Finance Branch. This set out proposals for reform in public service management for delivery of more efficient and effective service, greater job satisfaction for civil servants, and above all, better service for the community. It encouraged introduction of new forms of delivery agency, such as Trading Funds and Statutory Corporations, as well as outsourcing of services.
Establishment of Efficiency Unit May, 1992 Establishment of Efficiency Unit was established with the task of identifying opportunities for improvement in public service and promoting implementation of reforms across the Government.
Establishment of Management Services Agency September, 1993 Establishment of Management Services Agency was established to provide management and technology consultancy services to bureaux and departments when implementing service improvements.
Serving the Community Brochure 1995 Serving the Community Brochure was published as a comprehensive management guide for civil servants on the delivery of effective and efficient service to the community. Companion guides to managing human resources, managing public finances and civil service training were released in the same year, along with the Code on Access to Information.
Electronic Office, Office Tomorrow December, 1996 "Electronic Office, Office Tomorrow" Business Centre Exhibition was held to demonstrate how technology can help enhance efficiency and productivity of public services.
Launch of 1823 2001 Launch of 1823 a call centre designed to make access to public services easier for the community and improve the efficiency of call-handling and response within the government.
EU & MSA July, 2002 Integration of Efficiency Unit and Management Services Agency brought about streamlining of management over public sector reform programmes and business process re-engineering.
The Efficiency Unit review 2004 The Efficiency Unit review led to a repositioning of the Unit “to be the preferred consulting partner for all government bureaux and departments and to advance the delivery of world-class public services to the people of Hong Kong”
CMA Framework May, 2007 Customer Management Assessment Framework was published with an aim to providing a tool for improving and assessing customer-oriented services.
YP Launch 2007 Launch of Youth Portal an experiment to develop new approaches and platforms to engage the younger generation with public services through electronic media.
GMC Portal Launch 2009 Launch of General Management Consultancy Services Portal to connect user departments and service providers.
Public Sector Reform Conference November, 2010 Public Sector Reform Conference - Public Service 2020 challenged participants to consider how the public service could adapt over the next decade to changes in demand from an ageing population, increasing automation and electronic business, expectations of improving services and constitutional development.
Marking its 20th Anniversary, the Efficiency Unit was united for the first time in the new office 2012 Marking its 20th Anniversary, the Efficiency Unit was united for the first time in the new office introducing a new office design and a comprehensive Enterprise Information Management System to provide a staff friendly and collaborative workspace for meeting new challenges.
SIE Fund 2013 Social Innovation and Entrepreneurship Development Fund (SIE Fund) was established with the Efficiency Unit providing support to the Commission on Poverty to develop innovative approaches to creating opportunity and helping to address poverty and deprivation in the community.
Enhancement of 1823 2014 Enhancement of 1823 to provide more adaptable infrastructure to support more shared services and manage public contacts more effectively. 1823’s service was extended to Housing Department during the year, increasing call handling to over 4 million a year.
The “Shared Value: Creating Competitive Advantage Forum” marked the start of SIE Fund’s Shared Value initiative September, 2015 The “Shared Value: Creating Competitive Advantage Forum” marked the start of SIE Fund’s Shared Value initiative launched to drive innovations in business for social good. The SIE Fund encourages businesses in Hong Kong to adopt the Creating Shared Value (CSV) approach in their business strategy by which a company applies its assets and skills to innovative projects that bring business return while simultaneously advancing the economic, environmental and social conditions in the communities in which it operates.
Next Generation Shared Services 2015-2016 Next Generation Shared Services Next Generation Shared Services
  • Enterprise information management – to engender a sharing, collaborative and learning culture within and among government agencies by establishing convenient and efficient access to knowledge, information and records.
  • Common spatial data infrastructure – to enable spatial data to be collected, stored and shared for better planning, development and management of the city.
  • Centralised benefits administration – to explore new approaches to receive, process and approve applications for public benefits.
  • Government Human Resources Management Services – to support end-to-end HR activities, from recruitment to exit, in bureaux and departments for strategic manpower planning and decision making.
  • Trade Single Window - to help drive the development of a single platform for one-stop lodging of trade information for trade facilitation and customs control purposes.

The first batch of 25 innovative ventures funded by the SIE Fund was unveiled at a kick-off ceremony May, 2016 The first batch of 25 innovative ventures funded by the SIE Fund was unveiled at a kick-off ceremony to deliver innovation solutions to address problems of poverty and social exclusion. It is expected that a total of 100 ventures will be funded within three years through “Innovative Programmes” administered by the Fund’s intermediaries. Details of the ventures are available at the SIE Fund website.
“Serving the Evolving City” Conference – <br>adapting to complexity and building up capabilities January, 2017 “Serving the Evolving City” Conference – adapting to complexity and building up capabilities Participants from across the public service met to discuss how Hong Kong’s public service could rise to the challenges faced and continue the outstanding service it had given in the past.
SIE Fund announced the latest batch of innovative ventures November, 2017 SIE Fund announced the latest batch of innovative ventures Officiated by the Chief Executive, the second announcement ceremony of innovative ventures was held on 19 November 2017. While attracting extensive media interest, the Ceremony was attended by more than 100 VIPs including the Chairperson and members of SIE Fund Task Force, members of other Task Forces of the Commission on Poverty, representatives of the intermediaries, project teams of innovative ventures and other funded projects, as well as partners from the business sector.
Transfer to Innovation and Technology Bureau April, 2018 Transfer to Innovation and Technology Bureau The Efficiency Unit (EU) has been transferred from the Chief Secretary for Administration’s Office (CS’s Office) to the Innovation and Technology Bureau and renamed as the Efficiency Office (EffO) with effect from 1 April 2018. The Business Facilitation Division (BFD) under the Economic Analysis and Business Facilitation Unit (EABFU) of the Financial Secretary’s Office (FS’s Office) has also been transferred to EffO to achieve synergy and increase efficiency. EffO will further promote innovation among bureaux and departments and provide citizen-centric public services to the local community.

Contact Us

2165 7255 (manned by 1823)
2524 7267
[email protected]
41/F, Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong