Citizen-centric service transformation in Hong Kong

The Hong Kong government asked the team from CS Transform to drive forward its development and delivery of citizen-centric electronic services.

We developed a roadmap for the implementation of a one-stop shop for citizen-centric service delivery in Hong Kong. Our roadmap covered:

• branding of the one-stop destination site and marketing

• market research

• service clustering

• stakeholders management

• governance

• involvement of the private sector

• programme management

• service implementation

The initial deliverable launched in Sept 06: http://www.gov.hk/. Gov.HK continues to drive up usage, currently with 23,000 visitors per day, and high levels of user satisfaction:

• Over 95% respondents would recommend others to use GovHK

• 87% of the respondents state that they like GovHK

www.gov.hk