Workshop to improve PLB service quality

A workshop organized by Transport Department and the Quality Public Light Bus Services Steering Committee (QPSSC) was held today (February 4) to promote awareness among PLB operators on importance of training and management of PLB drivers with a view to improving the quality of PLB services.

The workshop was in the form of lectures conducted by expert speakers, case studies and group discussion.

Speaking at the opening of the workshop, Chairman of QPSSC, Mr. K. S. Yeung said: "Apart from instilling in the PLB operators a deeper understanding on principles of staff training and performance management, the workshop also provides for some simple guidelines and practical hints on how to recruit, train and motivate PLB drivers for better performance."

Mr Yeung noted that under the guidance of the Committee, other projects promoting the quality PLB services included a PLB Passenger Satisfaction Survey, Quality PLB Driver Award Scheme, Drivers' Improvement Scheme, Newsletter on PLB services and the on-going improvement on passenger facilities.

While satisfying with the progress of these projects being undertaken, Mr Yeung pointed out that the Study on Passenger Satisfaction Survey had just been completed and the inaugural issue of the PLB Newsletter also published in December last year.

"The next focus would be the Quality PLB Driver Award Scheme to be launched in March to honour quality PLB drivers," he said.

Also speaking at the opening, the Commissioner for Transport, Mr. Robert Footman, said: "PLB drivers, being the key personnel in providing passengers a pleasant journey, deserve a comprehensive training and development programme in order to meet passengers' expectations for high quality PLB services in the ever-increasing competitive environment of passenger transport."

According to Mr Footman, the Passenger Satisfaction Survey revealed that overall satisfaction rating for GMB was 67 and for RMB it was 65.

"This indicates that passengers generally consider our PLB services satisfactory," he said.

"Fast, frequent and easily accessible services are the major reasons for satisfaction with PLB services whereas drivers' conduct, driving attitude and vehicle conditions are areas for improvements," he added .

"The survey results let us know better what constitutes good quality PLB services for use as a service benchmark and will point the way for future improvement on PLB services to meet passenger expectations. The results are providing, among others, useful inputs to the Workshop on the specific training needs of PLB drivers."

Jointly produced by Transport Department and the consultant of the workshop, a set of learning package, Handbook and CD-ROM were also distributed to all the participants of the workshop.

"It serves as useful reference for the PLB operators in practising staff training and management skills," the Commissioner said.

The QPSSC comprises representatives from the PLB trade associations, Transport Bureau, Transport Department, Police Force, District Councils, Hong Kong Tourism Board as well as the Consumer Council.

End/Monday, February 4, 2002