Serving the community

The Efficiency Unit is a change agent and catalyst for improving the management and delivery of public services so that the needs of the community are met in more user-friendly and effective ways. Applying insight and ideas from the people who use public services, the people who provide them and our own analysis, we aim to help individual agencies and the Government as a whole to work together well and give timely, integrated and well-designed service to Hong Kong.

Efficiency Unit – Pioneering “People-centred Innovation”

Find out more about our work Find out more about our staff


The Efficiency Unit reports to the Chief Secretary for Administration and works in partnership with public service delivery agencies and oversight bodies to enhance the efficiency and effectiveness of public service. We provide management consultancy services and help to support innovation through learning, design and demonstration.

Management Consultancy

We provide teams of management consultants to assist public service agencies on a flexible basis through a range of services. We train and develop the members of the Management Services Officer grade who are deployed within the Efficiency Unit as well as in 6 bureaux and 10 departments.

Citizen-centric Services

We provide advice and assistance to public service agencies in designing and delivering more citizen-centric services, and have undertaken several projects ourselves to bring citizen-centred innovation into public services. These include 1823, the Youth Portal and most recently the Social Innovation and Entrepreneurship Development Fund programme.

since 1823 2001

Launch in 2007



SIE Fund


Our Staff

The professional team in Efficiency Unit comprises Management Services Officers and other civil servants from different general grades including the Executive Officer grade, Clerical and Secretarial grades. Professions from other fields including design, media, marketing and IT are also engaged to bring new experience and perspectives to the Unit.

Management Services Officer

Our colleagues are here to share with you different aspects of their work.


Our History

McKinsey's Report May, 1973 McKinsey's Report "The Machinery of Government: A New Framework for Expanding Services" This report set out the framework of secretariat branches responsible for policy and departments responsible for operational delivery that persists to day. It also made recommendations for improvement to recruitment and management of staff to help the public service meet the needs of a rapidly growing city.
Improving the living of the people October, 1973 Improving the living of the people Commencing the LegCo session, the Governor announced a host of new initiatives covering housing, social welfare, education, community development as well as youth engagement. The importance of developing the management expertise of civil servants was pointed out.
Public Sector Reform February, 1989 Public Sector Reform -
A Sharper Focus
was published by the Finance Branch. This set out proposals for reform in public service management for delivery of more efficient and effective service, greater job satisfaction for civil servants, and above all, better service for the community. It encouraged introduction of new forms of delivery agency, such as Trading Funds and Statutory Corporations, as well as outsourcing of services.
Establishment of Efficiency Unit May, 1992 Establishment of Efficiency Unit was established with the task of identifying opportunities for improvement in public service and promoting implementation of reforms across the Government.
Establishment of Management Services Agency September, 1993 Establishment of Management Services Agency was established to provide management and technology consultancy services to bureaux and departments when implementing service improvements.
Serving the Community Brochure 1995 Serving the Community Brochure was published as a comprehensive management guide for civil servants on the delivery of effective and efficient service to the community. Companion guides to managing human resources, managing public finances and civil service training were released in the same year, along with the Code on Access to Information.
Electronic Office, Office Tomorrow December, 1996 "Electronic Office, Office Tomorrow" Business Centre Exhibition was held to demonstrate how technology can help enhance efficiency and productivity of public services.
EU & MSA July, 2002 Integration of Efficiency Unit and Management Services Agency brought about streamlining of management over public sector reform programmes and business process re-engineering.
Launch of 1823 2002 Launch of 1823 a call centre designed to make access to public services easier for the community and improve the efficiency of call-handling and response within the government.
The Efficiency Unit review 2004 The Efficiency Unit review led to a repositioning of the Unit “to be the preferred consulting partner for all government bureaux and departments and to advance the delivery of world-class public services to the people of Hong Kong”
CMA Framework May, 2007 Customer Management Assessment Framework was published with an aim to providing a tool for improving and assessing customer-oriented services.
YP Launch 2007 Launch of Youth Portal an experiment to develop new approaches and platforms to engage the younger generation with public services through electronic media.
GMC Portal Launch 2009 Launch of General Management Consultancy Services Portal to connect user departments and service providers.
Public Sector Reform Conference November, 2010 Public Sector Reform Conference - Public Service 2020 challenged participants to consider how the public service could adapt over the next decade to changes in demand from an ageing population, increasing automation and electronic business, expectations of improving services and constitutional development.
EU New Office 2012 The Efficiency Unit was united for the first time at 41/F Revenue Tower introducing a new office design and a comprehensive Enterprise Information Management System to provide a staff friendly and collaborative workspace.
SIE Fund 2013 Social Innovation and Entrepreneurship Development Fund (SIE Fund) was established with the Efficiency Unit providing support to the Commission on Poverty to develop innovative approaches to creating opportunity and helping to address poverty and deprivation in the community.
Enhancement of 1823 2014 Enhancement of 1823 to provide more adaptable infrastructure to support more shared services and manage public contacts more effectively. 1823’s service was extended to Housing Department during the year, increasing call handling to over 4 million a year.

Contact Us

2165 7255 (manned by 1823)
2524 7267
41/F, Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong