The aim of performance measurement is to provide information to users of public services, so they know the standards that are being attained, and to the providers of public services so that they can identify where quality needs to be maintained or improvement made. Identifying indicators that reflect real value to service users and enable providers to learn and take effective action requires careful thought and regular reflection.

We have taken a number of steps to help bureaux and departments develop effective performance measurement over the past two decades, including giving advice on setting up vision, mission and values statements, launching performance pledges, sharing of best practices in performance management through workshops and reports and by publishing guidelines.

Hong Kong Government Service Excellence Index

Public satisfaction with the quality and efficiency of public services is a useful measure of the overall performance of government departments. Each year since 2009, an independent organisation has been commissioned to conduct a survey to collect and assess citizens’ views on their experience with public service delivery to gauge their satisfaction level towards public service performance and help identify areas to which attention needs to be given in order to improve the quality of service delivery. Since 2011 a matching survey of public satisfaction with private service delivery has been conducted to provide a point of comparison.

Year 2009 2010 2011 2012 2013 2014 2015 2016
SEI (Government Services) 63.9 64.0 63.8 64.0 64.5 64.9 63.2 63.5 63.8 62.9
SEI (Private Sector Services) - - 58.8 60.0 61.7 60.4 59.9 61.0 62.1 61.0