Hong Kong ombudsman criticises Transport Division for ‘overly optimistic’ HKeToll launch, 18,000 undelivered automobile tags

“We urge the division to be taught from this case. It ought to set an inexpensive schedule for implementing any new transport schemes or measures in future, and announce the implementation date and particulars of the brand new schemes or measures as quickly as potential,” the ombudsman stated.

The investigation was triggered by a motorist who complained that he had not acquired his tag, which is required for cost at government-run tunnels utilizing the system, as scheduled after making use of to the Transport Division in January final yr.

When he known as the HKeToll operator to inquire, he was instructed the division had offered it with an incorrect deal with. Additional checks with the division confirmed the deal with was right and the operator in the end requested him to gather the tag in particular person at a service centre.

The division manages the scheme however HKeToll is operated by a personal service supplier.

Hongkongers caught out by tunnel not utilizing HKeToll, incur fines amid confusion

The watchdog stated transport authorities defined that the service supplier had found programming errors within the interface between the pc methods of the division and HKeToll, inflicting the unfinished switch of some addresses.

The issue resulted in 18,000 automobile tags going undelivered or being despatched to the flawed addresses.

The launch of HKeToll final yr was marred by a number of points, together with delays and failed deliveries of tags, inflicting inconvenience and frustration amongst motorists.

The Transport Division had initially deliberate to first roll out the system on the Tsing Sha Freeway on February 26 final yr, however postponed the transfer to Could 7, citing the necessity for extra time to teach the general public about utility procedures.

Earlier than the launch, motorists additionally reported about not receiving their toll tags on time, resulting in confusion and complaints.

The report stated the division had defined that on the early stage of processing the purposes, the service supplier had suggested candidates to reapply for automobile tags in particular person at customer support centres to keep away from the objects getting misplaced once more.

The system has been rolled out in any respect government-run tunnels. Greater than 810,000 automobile tags had been issued by authorities as of December final yr, accounting for greater than 99 per cent of the licensed automobiles within the metropolis.

Hong Kong’s Jap Harbour Tunnel set for brand new HKeToll system on Sunday

The ombudsman stated the dealing with had undoubtedly brought on inconvenience to affected automobile homeowners, and gave rise to a notion that the division was “too hasty” and “poorly organised” within the implementation of HKeToll.

The watchdog additionally stated the division’s failure to interact in dialogue with the service supplier and set up applicable follow-up and remedial measures instantly after the incidence of the postal issues to be unsatisfactory.

The service supplier ought to have taken the initiative to re-send the automobile tags as an alternative of asking the candidates to attend the centres to finish their purposes, it added.

The ombudsman additionally identified that the service supplier had solely begun processing tag purposes in December 2022, which meant it needed to deal with a big quantity in a brief period of time, leaving it with little room to take care of surprising points.

The delay till Could mirrored the division’s unique plans had been “overly optimistic”, it stated.

The Transport Division has apologised to the complainants, and has reviewed work processes with the service supplier and requested it to enhance the coaching of its frontline workers, in keeping with the report.