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Leisure and Cultural Services Department
Brand Hong Kong - Asia's world city
GovHK 香港政府一站通
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About Us
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Performance Pledge

Cultural Services

1. Performing Arts

We pledge to provide civic centre facilities and cultural and entertainment programmes, and to promote the development and appreciation of the performing and visual arts.

(A) Performing Venues

Type of Service
Target
Achievement in 2011/12
(c) Late
(i) Major facilities
a) including Auditoria, Concert Halls and Exhibition Halls/Galleries
b) Arenas of the Hong Kong Coliseum and the Queen Elizabeth Stadium
(ii) Minor facilities
including Lecture Rooms, Dance Studios, Conference Rooms, etc.
 

To give a written reply within 7 working days from the weekly closing date for applications

To give a written reply within 7 working days from receiving an application
To give a written reply within 7 working days from receiving an application
 
100%
100%
100%

(B) Ticketing

Type of Service
Target
Achievement in 2011/12
Sale of tickets at the box office To serve the customer within 25 minutes except during rush periods when counter ticket sales begin for popular events and major arts/film festivals; and to supply a ticket within 4 minutes 100%
Telephone enquiry service To serve the customer within 5 minutes except during peak hours (10:00 a.m. – 11:00 a.m. and 12:30 p.m. – 2:00 p.m.)
100%
Telephone booking service To post the tickets by the next working day to registered patrons using the service
100%
Postal bookings processed by URBTIX To post the tickets within 5 working days after the closing date
100%
Performing Arts & Library Services

2. Library Services

We pledge to provide courteous and efficient service to all library users to meet the community's need for knowledge, information and research; to support life-long learning, continuous education and the profitable use of leisure time, and to promote local literary arts.

(A) Libraries

Type of Service
Target
Achievement in 2011/12
To achieve the following performance standards for 90% of the opening hours, including peak hours :
(a) Applying for a new library card 10 minutes 100%
(b) Replacing a library card 10 minutes 100%
(c) Borrowing a library item 5 minutes 100%
(d) Returning a library item 5 minutes 100%
(e) Reserving a library item 5 minutes 100%

(B) Book Registration

Type of Service
Target
Achievement in 2011/12
To gazette a bibliography of registered books in accordance with the Books Registration Ordinance, Cap. 142 of the Laws of Hong Kong At quarterly intervals 100%

3. Heritage and Museum Services

We pledge to preserve local cultural heritage and to promote its appreciation by providing and developing museum and related services. We will focus our conservation efforts on antiquities and monuments and promote heritage education and appreciation. We will also promote the visual arts and Hong Kong artists, and with a variety of education activities, foster a sense of belonging for the people of Hong Kong.

(A) Museums

Type of Service
Target
Achievement in 2011/12
To process requests for school visits and guided tours Within 7 working days 100%
To maintain the hands-on exhibits in use in the Hong Kong Science Museum and the Hong Kong Space Museum At least 90% of hands-on exhibits in use at all times 100%
To provide a balanced mix of museum programmes (i) 4 exhibitions of various themes per month

(ii) 750 sections of educational programmes per month

100%


100%
To preserve Hong Kong's art and material culture by acquiring works of art, film and historical objects An annual increase of 1% to 2% of the collections 100%
Heritage and Museum Services

(B) Antiquities and Monuments

Type of Service
Target
Achievement in 2011/12
To process applications for location filming 10 working days 100%
To process applications for the reproduction of photographs and slides 14 working days 100%
To process applications for photocopies of sites and monument records 4 working days 100%

For All Cultural Services

Type of Service
Target
Achievement in 2011/12
Refund of fees and charges for hiring facilities, admission tickets for museums and programme presentations, fees for museum activities and services, course and participation fees for music training, replacement cost for library items and deposit for temporary library card
(a) Refund of non-credit card payment under normal circumstances

(i) Applications submitted in off-peak seasons (Jan - Jun and Nov - Dec)



(ii) Applications submitted in peak season (Jul - Oct)




To complete processing 95% of the applications within 30 working
days(Note) after receipt of the completed applications with full documentary support


To complete processing 95% of the applications within 50 working
days(Note) after receipt of the completed applications with full documentary support




100%






100%
(b) Refund of credit card payment under normal circumstances* As refund of credit card payment can only be made to the credit card account that was used for the payment, at least ten extra calendar days are required for processing by Government agents and credit card issuing bank 100%

Note: Excluding Saturday, Sunday and public holidays
* Not applicable for venues/offices where credit card payment is not available

Quality Services for Quality Life