Research

CHAPTER 3

Water Supplies Department

Customer Care and Billing System of the Water Supplies Department

Audit Commission Hong Kong 25 March 2008

This audit review was carried out under a set of guidelines tabled in the Provisional Legislative Council by the Chairman of the Public Accounts Committee on 11 February 1998. The guidelines were agreed between the Public Accounts Committee and the Director of Audit and accepted by the Government of the Hong Kong Special Administrative Region.

Report No. 50 of the Director of Audit contains 7 Chapters which are available on our website at http://www.aud.gov.hk.

Audit Commission 26th floor, Immigration Tower 7 Gloucester Road Wan Chai Hong Kong

Tel : (852) 2829 4210 Fax : (852) 2824 2087 E-mail : enquiry@aud.gov.hk

CUSTOMER CARE AND BILLING SYSTEM OF THE WATER SUPPLIES DEPARTMENT Contents

Paragraph PART 1: INTRODUCTION 1.2 1.4 1.1 – 1.3 – 1.8 1.9 1.10

Background Customer Care and Billing System Audit review Acknowledgement

PART 2:

PHASED SYSTEM IMPLEMENTATION

2.2 2.4

2.1 – 2.3 – 2.11 2.12 2.13 – 2.18 2.19

Contract terms Contract extensions Guidelines on computer contract extensions Audit observations and recommendations Response from the Administration

PART 3:

SUPPLEMENTAL MAINTENANCE FEES

3.1 3.2 3.3 – 3.11

Contract provisions on maintenance services Requests for supplemental maintenance fees Audit observations and recommendations Response from the Administration

3.12 – 3.18 3.19 – 3.20

PART 4:

CONTRACT RETENTION MONEY 4.2 4.4 4.6

4.1 – 4.3 – 4.5 – 4.10 4.11

Payment terms Action to recover retention money Audit observations and recommendations Response from the Administration

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Paragraph PART 5: SYSTEM COMMISSIONING 5.1 5.2 5.3 5.9 – 5.8 – 5.12

Date of system commissioning Data conversion User acceptance Problems after system commissioning Audit observations and recommendations Response from the Administration

5.13 – 5.17 5.18 – 5.28 5.29

PART 6:

SYSTEM PERFORMANCE

6.1 6.2 6.3 6.4 – 6.15...