“CARTA DE QUALIDADE” DA DST
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PERFORMANCE PLEDGE OF MGTO
Items of Performance Pledge
Standard handling time Service description
Target of service
performance
Department concerned: Public Relations Division
Travel information (Tourist Information Counters) 10 minutes Tourists will be attended in
10 minutes 90%
Receiving suggestions or complaints from tourists
10 working days
In writing (including fax, e-mail): Reply within 10 working days following receipt of the
suggestion or complaint
90%
15 minutesIn person:
Attended by designated staff within 15 minutes
90%
90 secondsBy telephone (2831 5566) during office hours: Responded by designated staff within 90 seconds
90%
2 working days
By telephone (2831 5566) during non-office hours:Return calls in 2 working days for voice mails received via audio recording system of 2831 5566 during non-office hours. (Invalid phone number or voice mails without contact information not applicable)
90%
Items of Performance Pledge
Standard handling time Service description
Target of service
performance
Department concerned: Research & Planning Division
Enquiry of tourism statistics
3 working daysGeneral statistics (In writing including fax, e-mail)Reply within 3 working days
90%
1 working dayGeneral statistics(In person or by telephone)Reply within 1 working day
90%
5 working daysSpecial statistics (In writing including fax, e-mail)Reply within 5 working days
90%
2 working daysSpecial statistics(In person or by telephone)Reply within 2 working days
90%
Department concerned: Facilities Management Division
Venue rentalRitz Building Exhibition Hall 5 working days
Reply within 5 working days after received full set of documents
90%
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www.macaotourism.gov.mo
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