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| Performance Pledges |
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| Tunnel Operation |
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1. |
To provide a safe, reliable, efficient and courteous tunnel service
at all times. |
| 2. |
To operate enough manual toll and autotoll lanes at all times to
handle varying volumes of traffic efficiently. |
| 3. |
To ensure an average handling time of no more than 10 seconds for
vehicles using manual toll lanes. |
| 4. |
To ensure staff take no more than 3 minutes to arrive at the scene
of any incident occuring within the Tunnel Area. |
| 5. |
To ensure an average time of no more than 6 minutes for removing
an immobilized vehicle from the scene of any incident within the Tunnel
Area. |
| 6. |
To minimize disruption to traffic flow when undertaking regular
maintenance within the Tunnel Area. |
| 7. |
To maintain a low traffic accident rate within the Tunnel Area. |
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| Tunnel Maintenance & Management |
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1. |
To maintain the highest serviceable level of tunnel facilities. |
| 2. |
To maintain the air quality inside the tunnel tubes during a 5-minute
period an average concentration level of carbon monoxide below 100
ppm, nitrogen dioxide below 1.0 ppm and visibility below an extinction
coefficient of 0.0050 per meter. |
| 3. |
To maintain the highest safety record. |
| 4. |
To provide a tidy, green and pleasant environment within the Tunnel
Area. |
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| Communications |
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1. |
To inform tunnel users of any incident within the Tunnel Area no
more than 2 minutes after its occurrence through the re-broadcasting
system. |
| 2. |
To answer and deal with all enquiries at our 24-hour Customer Service
Hotline promptly. |
| 3. |
To acknowledge receipt of letters, facsimiles or emails within 3
working days and to provide written replies within 7 days or 14 days
if it is to require investigation with external parties. |
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