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Speech by Dr. Dorothy Chan JP,
Acting Commissioner for Transport

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Chairman Lam, guests of honour and friends from the taxi trade:

          I take much pleasure to be here today to officiate at the launching ceremony of the Taxi Driver Commendation Scheme.

          As we all know, taxis play an important and unique role in the transport system of Hong Kong, providing point-to-point services for locals and tourists alike. The service delivery of taxi drivers is critical to taxi passengers' travel experience and satisfaction. In order to meet passengers' expectations for high quality services and to enhance Hong Kong's image as a world-class cosmopolitan city, the taxi trade should strive for continuous improvements.

          In the past year, Transport Department worked jointly with the Quality Taxi Services Steering Committee and taxi associations to organize and implement various quality taxi service schemes. We have published newsletters for the taxi trade, launched a Workplace English and Putonghua self-learning programme, encouraged the trade to use talking taximeter and installed Braille and tactile taxi registration number plates in taxi compartments to facilitate taxi passengers with visual impairments. In addition, we have relaxed a number of clearways restrictions as well as designated taxi drop-off points and taxi pick-up and drop-off points to strengthen the role of taxis in providing point-to-point transport services.

          To further improve taxi service quality, Transport Department has recently installed electronic LED passenger information display panel at the taxi stand at Star Ferry Pier in Edinburg Place, Central to provide passengers and taxi drivers with taxi services information and to promote taxi services standards. The objective of these projects is clear, that is, to further enhance taxi service quality to meet the rising expectations of passengers.

          At present, there are 12 passengers choosing to use taxi services in every 100 public transport passengers. This proves the popularity of taxi services. We have reasons to believe that most of the 40,000 taxi drivers duly pay respect to their job. Many of them have received appreciation from taxi passengers because of their good conduct and quality service.

          In so far, Transport Department has given vote of appreciation to 17 quality taxi drivers who assisted passengers proactively; provided tourists with quality service; returned money and property found to passengers in the "Good Drivers & Good Deeds" column of the taxi newsletter. Such spirits of professionalism, integrity and good customer service are worth praising.

          Transport Department's objective of launching the Taxi Driver Commendation Scheme is to set up a regular channel for passengers to commend their drivers for their quality service and good conduct. Under this scheme, taxi passengers can commend quality taxi drivers through a number of specified participating organization and societies, e.g. The Hong Kong Police Force, Transport Complaint Unit, Consumer Council, Hong Kong Tourism Board, Airport Authority Hong Kong and organizations representing people with disabilities. We believe, through the "Taxi Driver Commendation Scheme", the relationship between the taxi drivers and passengers can be further enhanced.

          Like other trades in the service sector, the taxi trade should keep on improving itself in order to make prosperous developments. Stepping into the 21st century, taxi drivers should possess knowledge, good driving skill and safe driving habits, together with the aspiration of providing quality service.

          I look forward to working closely with Quality Taxi Services Steering Committee and the taxi trade to improve the quality of taxi services in Hong Kong.

          Thank you.


Last updated on September 2001
By Transport Department