“CARTA DE QUALIDADE” DA DST

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PERFORMANCE PLEDGE OF MGTO

Items of Performance Pledge

Standard handling time Service description

Target of service

performance

Department concerned: Public Relations Division

Travel information (Tourist Information Counters) 10 minutes Tourists will be attended in

10 minutes 90%

Receiving suggestions or complaints from tourists

10 working days

In writing (including fax, e-mail): Reply within 10 working days following receipt of the

suggestion or complaint

90%

15 minutesIn person:

Attended by designated staff within 15 minutes

90%

90 secondsBy telephone (2831 5566) during office hours: Responded by designated staff within 90 seconds

90%

2 working days

By telephone (2831 5566) during non-office hours:Return calls in 2 working days for voice mails received via audio recording system of 2831 5566 during non-office hours. (Invalid phone number or voice mails without contact information not applicable)

90%

Items of Performance Pledge

Standard handling time Service description

Target of service

performance

Department concerned: Research & Planning Division

Enquiry of tourism statistics

3 working daysGeneral statistics (In writing including fax, e-mail)Reply within 3 working days

90%

1 working dayGeneral statistics(In person or by telephone)Reply within 1 working day

90%

5 working daysSpecial statistics (In writing including fax, e-mail)Reply within 5 working days

90%

2 working daysSpecial statistics(In person or by telephone)Reply within 2 working days

90%

Department concerned: Facilities Management Division

Venue rentalRitz Building Exhibition Hall 5 working days

Reply within 5 working days after received full set of documents

90%

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