Balancing outlook: Assessment of public service training in Hong Kong by providers and clients

Do clients and providers embrace similar views on the value and outcome of services? Usually, evaluations by clients of training services in the public sector do not receive serious attention as one group of officials succeeds another. Such a practice severely restricts the prospect of improvement, since the providers' opinions are not formally sought. This article seeks to achieve a balanced view by soliciting opinions of both clients and providers of training programs offered at the Civil Service Training and Development Institute (CSTDI) in Hong Kong. Surveys and interviews were carried out to explore the views of both clients and providers on the training programs, their contents, and impact. The response from trainees and trainers reveal differences as well as similarities. Trainees feel that training generally keeps them informed about the latest developments but doesn't help them to adjust to the changing environment. Further they felt that adequate training was not provided for performing on the job. Trainers have different views, but there is consensus to the fact that the institute is unable to cope with the task and responsibility of training the entire public service and there is a realization that it is difficult to anticipate the future training needs since changes are very rapid. Copyright © 2010 SAGE Publications Inc.