Plans to improve taxi service quality in the pipeline

Taxi passengers, including tourists, are generally contented with the quality of taxi services in Hong Kong, according to findings of the first stage of a study on improving taxi service quality.

At the same time, a number of plans are being drawn up to further improve the quality of taxi services. These include Taxi Driver Award Schemes, Newsletter on Taxi Services, and further studies on the aspect of training of taxi drivers.

The Taxi Passengers' Opinion Surveys were conducted during the period from July to September this year. More than 3,500 local taxi passengers and tourists were interviewed either face-to-face or by telephone.

Speaking after the meeting of the Quality Taxi Services Steering Committee (QTSSC) this (Thursday) afternoon, Mr Jeffrey Lam, Chairman of the Committee, said the findings of the Taxi Passengers' Opinion Surveys were encouraging.

"With the cooperation of taxi passengers, we have obtained valuable and stimulating ideas on the major attributes of good quality taxi services through the opinion surveys conducted in the last three months.

"We also notice that passengers attach great importance to driver's behavior and conduct, the reliability and safety of taxi services, and internal conditions of car compartments," Mr Lam said.

The findings also reveal that the performance of urban, the New Territories and Lantau taxi drivers is satisfactory, with a score of 70 marks of higher in overall terms.

Despite so, Mr Lam noted that there were still rooms for further improvement to enhance taxi service quality.

These include better customer services such as courtesy and passenger comfort, appearance, improved professionalism in terms of familiarity with routeings/destinations and degree of concentration while driving.

He said: "To encourage the provision of quality taxi service, Transport Department will organise two taxi driver award schemes in the coming two to three months.

"The Department will, in conjunction with the Hong Kong Council of Social Service, invite people with disabilities to nominate taxi drivers for the Model Taxi Driver Award. Details of the scheme will be announced this Saturday.

"Following this, Transport Department will launch a Taxi Driver Award Scheme early next year to encourage taxi drivers to continue to provide good services. The Taxi Driver Award Scheme will involve general taxi passengers, taking into account in the assessment the overall aspects of the quality of services provided by taxi drivers.

"We believe the schemes will give taxi drivers incentives to improve their services," he added.

Mr Lam said the Phase II of the Study on Improving Taxi Service Quality would look into and formulate training programmes for taxi drivers. The Study has just commenced and will be completed by end February next year.

Separately, Transport Department will publish a quarterly Chinese Newsletter on Taxi Services to disseminate the message of quality taxi services and to enhance communication within the taxi trade. The inaugural issue will be released early next year.

The QTSSC is formed earlier this year to steer and oversee the delivery of various projects for further improving the quality of taxi services.

It comprises representatives from the taxi trade associations and drivers' associations, Transport Bureau, Transport Department, district boards, Hong Kong Tourist Association as well as the Consumer Council.

Annex

Thursday, December 16, 1999