Ingrid Yeung Visits WFSFAA to Enhance Technology and Service Efficiency in Financial Assistance Programs

SCS visits Working Family and Student Financial Assistance Agency

The Secretary for the Civil Service, Mrs Ingrid Yeung, visited the Working Family and Student Financial Assistance Agency (WFSFAA) this afternoon (May 15) to learn about the department's recent efforts in applying technology and enhancing service quality and efficiency. She also exchanged views with staff representatives from various grades in the department.

Accompanied by the Permanent Secretary for the Civil Service, Ms Shirley Lam, Mrs Yeung first met with the Head, WFSFAA, Mr Gilford Law, and the directorate staff and received a briefing on the latest developments of the department, as well as various dedicated financial assistance and loan schemes to support children and youths receiving education and encourage household members to stay in active employment.

Mrs Yeung then proceeded to the Counter Service Unit to understand the work of frontline staff in vetting financial assistance and loan applications. During the visit, the staff introduced the department's Online Counter Appointment System, which allows applicants to make appointments for services, reducing on-site waiting time. It also enables front-line staff to prepare for cases in advance, thereby enhancing processing efficiency.

The WFSFAA staff demonstrated to Mrs Yeung the department's AI chatbot mascot S. Buddy on-site. Since its launch in 2023, the chatbot has been providing round-the-clock instant enquiry services on the department's website, handling an average of about 15 000 enquiries per month in the last financial year. In addition to providing information on various application schemes, S. Buddy is the first chatbot on government websites to provide real-time updates of application progress.

Mrs Yeung encouraged the department to make good use of technology, optimise the use of civil service manpower resources and continue to enhance work effectiveness.

In the Loan Management Division, staff introduced the work on processing applications for non-means-tested loan schemes for post-secondary and tertiary students, and arranging repayments. Through continuous enhancement of the Student Finance Office E-link service on the e-service platform "eWFSFAA", services under student financial assistance schemes are digitised to facilitate applicants' online submissions of applications as well as financial assistance and loan account management, including uploading supporting documents, checking application progress, viewing loan statements and repayment statuses, and making online repayments. In addition, the WFSFAA has established a data matching mechanism with relevant government departments and tertiary institutions to more effectively verify the authenticity of application materials.

The WFSFAA is currently exploring the use of an in-house developed computer programme to automate certain repetitive and simple workflows. Examples include instructing the loan management system to automatically update repayment records based on autopay repayment failure reports, and assisting in collecting and organising public transport fare information available online to facilitate the calculation of student travel subsidy amounts. These save certain manual data entry work and improve efficiency and service quality.

Before concluding her visit, Mrs Yeung met with staff representatives from various grades in the department to exchange views on matters of concern to them.

SCS visits Working Family and Student Financial Assistance Agency Source: HKSAR Government Press Releases

SCS visits Working Family and Student Financial Assistance Agency Source: HKSAR Government Press Releases

SCS visits Working Family and Student Financial Assistance Agency Source: HKSAR Government Press Releases

SCS visits Working Family and Student Financial Assistance Agency Source: HKSAR Government Press Releases

Office of The Ombudsman holds learning and exchange session to enhance alignment with National 15th Five-Year Plan

The following is issued on behalf of the Office of The Ombudsman:

The Hong Kong International Ombudsman Academy (HKIOA) under the Office of The Ombudsman today (May 15) held a learning and exchange session on the National 15th Five-Year Plan for investigation and administrative staff of the Office. The session aimed to deepen staff members' understanding of the National 15th Five-Year Plan and explore how their work can be aligned with and integrated into the Plan.

During the session, the Ombudsman, Mr Jack Chan, noted, "This year marks the launch of the country's 15th Five-Year Plan. With the steadfast support from the motherland, Hong Kong Special Administrative Region (HKSAR) must proactively align itself with and integrate into the overall national development strategy, while giving full play to its unique advantage of maintaining close connections with both the motherland and the world. President Xi Jinping has put forward 'four musts' and 'four proposals' for Hong Kong to provide a solid foundation and practical guidance for the implementation of 'one country, two systems', covering priorities such as implementing the principle of 'patriots administering Hong Kong' and enhancing governance standards. As the independent watchdog of public administration in Hong Kong, our Office has consistently adhered to fulfilling its duties with professionalism. We are also committed to driving reform and innovation, while continually reflecting on how our work can better align with national development."

Since assuming office on April 1, 2024, Mr Chan has embraced the spirit of innovation and reform, and guided his staff in gaining a deeper understanding of national affairs and learning from the country's development experience. While fulfilling the Office's supervisory functions, Mr Chan has led it to proactively align with the overarching development strategies under the 15th Five-Year Plan and the integration initiatives of the HKSAR Government, with a view to enhancing public well-being and contributing to Hong Kong's enduring prosperity and stability. To enhance the quality of public administration and governance effectiveness, Mr Chan has championed three strategic focuses: first, making effective use of mediation mechanisms to swiftly resolve conflicts and reduce the internal friction caused by disputes within society; second, promoting inter-departmental communication and collaboration to enhance overall governance standards; and third, cultivating a positive complaint culture by encouraging all sectors of society to engage constructively with social issues, and advocating that government departments and public organisations respond to feedback with open-mindedness, thereby promoting good governance.

Furthermore, the Office has established the HKIOA as a professional training platform to promote the concept of maladministration prevention among public officers, and to encourage them to adopt innovative thinking in responding to new circumstances, turn opportunities arising from national development into real benefits for the public, and genuinely ease the everyday hardships people face. The HKIOA has also set up Mainland and international exchange platforms and organised diverse activities to promote cross-regional sharing of knowledge and experience.

Under the "one country, two systems" framework, the Office has actively expanded international and regional cooperation. On the domestic front, the Office has strengthened ties and collaboration in overseeing public administration with the Mainland and the Macao Special Administrative Region. For instance, the Office received delegations from discipline inspection commissions of several Mainland provinces and cities, and a delegation from Macao. On the external front, the Office hosted the first International Ombudsman Summit in December 2024, gathering representatives of ombudsman institutions worldwide in Hong Kong for exchanges. Memoranda of Understanding on Bilateral Cooperation were signed with several international ombudsman institutions to reinforce long-term partnerships. The Office will advance these efforts by co-ordinating the celebration of the Asian Ombudsman Association's 30th anniversary and an international forum as well as hosting the 27th meeting of its Board of Directors later this year, to further strengthen ties and co-operation with international and regional counterparts and showcase Hong Kong's unique advantages of enjoying strong support of the motherland and being closely connected to the world.

In addition, the Office stands firmly with the HKSAR Government in safeguarding national security and provides ongoing training to reinforce staff commitment and heighten their awareness of its importance. Mr Chan has set an example by proactively supporting and participating in national security initiatives such as the National Security Education Day, the National Security Legal Forum, and the 5th Anniversary of Promulgation and Implementation of Hong Kong National Security Law Forum. In full support of the comprehensive implementation of the principle of "patriots administering Hong Kong", the Office formed an election task force last year to promote the 2025 Legislative Council General Election and ensure sound and stable electoral operations.

Mr Chan emphasised, "The 15th Five-Year Plan has charted the course for national development over the coming five years. Our Office fully supports the HKSAR Government in formulating Hong Kong's first five-year plan, seeking to open new horizons for high-quality development, strengthen integration with and service to the overall national development, and contribute to building a stronger country." He reminded and encouraged staff that beyond their investigation duties, they should consider how their work can align with the country's overall development strategy. Upholding reform and innovation as core values, he pledged to lead all his staff in strengthening supervisory functions and advancing institutional reform and enhancement. At the same time, the Office will work to ease conflicts and grievances, foster social harmony, and drive high-quality development, thereby playing a more active role in the overall national development.

Source: AI-found images

Office of The Ombudsman holds learning and exchange session to enhance alignment with National 15th Five-Year Plan Source: HKSAR Government Press Releases

Office of The Ombudsman holds learning and exchange session to enhance alignment with National 15th Five-Year Plan Source: HKSAR Government Press Releases

Source: AI-found images