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 CYS
achieved its highest compliance level of 99% in the 1st Quarter FY2005
Mystery Customer Audit. The performance was just 1% shy of the Ministry’s
target of 100%. What’s more, it bettered the previous performance
with an improvement of 7 percentage points.
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The quarterly Mystery Customer Audit was first launched across the
civil service by the PS21 Office in October 2003. It enables public
agencies to mutually check one another’s performance for telephone,
selected operational and e-service service standards. For the recent
check on MCYS’ telephone standards, MCYS hotlines were audited
by our current audit partner, the Ministry of Health. 
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