Performance Pledge

Standard Response Time

Performance Targets

Verbal

Simple matters

Immediate verbal response

Immediate response : 95%
Within 1 working day : 5%

Within 1 working day for enquiries to phone mail

Within 1 working day : 99%

Next 0.5 day : 1%

Complicated matters

Verbal reply within 2 working days

First 2 working days : 95%
Next 3 days : 5%

Written reply within 5 working days

First 5 working days : 95%

Next 5 days : 5%

Written

Simple matters

Verbal reply within 2 working days

First 2 working days : 95%
Next 3 days : 5%

Written reply within 5 working days

First 5 working days : 95%

Next 5 days : 5%

Complicated matters

send acknowledgement letter within 2 working days

100%

reply within the following 10 working days

First 10 working days : 95%

Next 5 days : 5%

Standard Payment Time

Performance Targets

Salary

Regular payroll for full-time staff/Hourly paid staff

3 working days before month end for HSBC & Hang Seng Bank account holders.

100%

2 working days before month end for other banks

100%

Departing staff

within 7 calendar days upon termination of service/benefit

100%

Benefits / Allowances

 Passage claims

cut off at 14th of each month for processing and will be paid through payroll at the end of the month

100%

Education allowance housing benefits

cut off at 14th of each month for processing and will be paid through payroll at the end of the month

100%

Payment of superannuation benefit

To departing staff

within 10 working days of the following month by the Corporate Trustee

95%
Next 3 days : 5%

Transfer of minimum MPF benefit

within 5 working days from the date of receiving valid instruction by the Corporate Trustee

95%
Next 3 days : 5%

Beneficiary/estate for deceased member

7 working days upon receiving notification from beneficiary after clearance of legal procedures by the Corporate Trustee

First 7 working days : 95%
Next 3 days : 5%

Reimbursement of benefit/claim to staff

Clean cases : 7-17 working days upon receiving the claim

99%
Next 10 days : 1%

Reject cases:
Verbal enquiry : 2 working days

First 2 working days : 95%
Next 1 days : 5%

Written reply : 4 working days to return the claims to staff

First 4 working days : 95%
Next 2 days : 5%

Release student helper salary

By 15th of next month if time-sheets are submitted to FO by the last working date of the month

95%
Next 2 day : 5%

Settlement of invoices to suppliers / Payment to Staff

No more than 15 working days upon receipt of valid and duly approved invoices with sufficient budget 

90 % of payments

Standard

Performance Targets

Carpool serivce

less than 5% requests will be declined

95%

Turnaround time for campus mail

 same campus

0.5 working day

First 0.5 working day:90%
Next 0.5 day: 10%

cross campus

1 working day

First 1 working day: 90%
Next day: 10%

Messenger service requested

All requests will be served if order is placed 3 working days in advance

90%

Response time to :

general booking

0.5 working day

First 0.5 working day:95%
Next 0.5 working day:5%

general enquiry

1 working day

First working day: 95%
Next day: 5%

complicate enquiries

3 working days

First 3 working days: 90%
Next 2 day: 10% 

Standard Response Time

Standard Response Time

Salary certification for overseas reporting

5 working days upon receipt of request

100%

Salary advance

1 working day to inform decision upon receipt of staff request

First 1 working day : 95%
Next 1 day : 5%

Monthly financial reports (FIS)

on the 6th working day of each month

First 6 working days : 95%
Next 2 days : 5%

Issue of donation receipt

within 1 working day

First working day : 99%
Next day : 1%