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[Vision and Statement of Common Purpose and Values] [Foreword] [Operations]
[Regional Commanders' Report] [Personnel and Training]
[Management Services] [Finance, Administration and Planning]
[Environmental Report] [Organisation] [Annexes, Crime Charts and Appendices]

 

"The Force is dedicated to the provision of
progressive and professional management services."

 
Management Services
 
    During the year the Management Services Department continued to focus on enhanced Police service delivery through the development of cutting-edge professional and technological initiatives. To further inculcate a "culture of service" with pride and care for the community, the fourth series of Living-the-Values Workshops, involving all members of the Force, was conducted from March to October 2003. The outstanding results of an independently conducted Customer Satisfaction Survey testified to the success of this and all our service endeavours. We also played our part in the fight against SARS with senior Force officers being seconded to the Health, Welfare and Food Bureau as key members of the Atypical Pneumonia Taskforce as well as the SARS Inter-Departmental Action Co-ordinating Committee.

    As for the future, we do not regard our achievements as ends in themselves but as a means to continually reinforce our culture of service and our partnership with the community. To this end, we will continue to maintain the momentum of culture change and to provide the Force with secure, effective and efficient information and communication technology systems.

Information and Communication Technology

   Information Systems Wing embarked on a phased reorganisation of its structure as 2003 drew to a close. This restructuring was aimed at enhancing the standard and efficiency of services provided to the public and the Force through the amalgamation of common services and functions of Information Technology Branch and Communications Branch.

Third Generation Command and Control Communications System (CCIII)

    Collaboration between the two branches was epitomised by the ongoing design and development of the Third Generation Command and Control Communications System (CCIII), which will be rolled out in three phases between late 2004 and early 2006. Embracing advanced digital radio communication and mobile computing technologies, CCIII is the mission-critical system that the Force relies upon to support the 999 emergency services in the three Regional Command and Control Centres. The system will replace the existing CCII system that has been in service since 1990 and is facing the problem of radio equipment obsolescence.

    CCIII is a high performance and reliable system that provides incident handling and dispatching functions to facilitate efficient and effective Police responses to emergency service requests from the public. Equipped with around 10 000 mobile end-user devices, including portable radios and mobile data terminals, CCIII places a heavy accent on a territory-wide wireless data communication network.

Reporting Online

    Reporting Online is an information systems service for the community that was first introduced in January 2001 and that since then has seen a steady increase in usage. The facility is accessed via the Hong Kong Police Home Page and is therefore available worldwide. The most popular subject matter for reporting is lost property, which is especially useful to overseas visitors who only discover an item missing after they have returned home. The system is currently being enhanced to interface directly with the internal reporting system, which will allow a greater volume of transactions to be processed with no increase required in human resources.

Service Quality Wing

    Service Quality Wing is the second "youngest" Wing in the Force since its establishment in 1994. It has 229 staff, of which 151 are disciplined and the remaining 78 civilian. During 2003, the Wing led Force participation in the Customer Service Award Scheme organised by the Civil Service Bureau and won the Silver Award for the Best Public Image, based upon votes from the general public.

    The Police Station Improvement Project, which has proven to be a great success in enhancing Force services to the general public, was completed in 2003. At the same time, the Process Improvement Working Group comprising senior representatives from different Police units was formed to conduct in-depth reviews of working practices.

    The Force formally launched the Knowledge Management project in 2002, with the aim of capturing and re-using the wealth of knowledge to be found inside the Force. Over the past year the Force registered substantial progress in making the vast majority of its knowledge available to frontline officers through the Police Intranet.

Research and Inspections

    Research and Inspections Branch assists Force management at all levels to identify and realise practical opportunities for improved quality and performance, including better resource management. A new inspection process has been devised to enhance the efficiency, economy and effectiveness of the Force as a whole.

    The purpose of this inspection process is multi-faceted, but the focus remains to address Force priorities and the setting up of policy, implementation plans, communications and monitoring mechanisms. Inspection teams will visit every formation over the next three years to seek opportunities for continuous improvement and innovations that add value.

Complaints and Internal Investigations

    Complaints and Internal Investigations Branch comprises the Complaints Against Police Office (CAPO) and Internal Investigations Office. CAPO is responsible for the investigation of complaints against members of the Force. All investigations conducted by CAPO are reviewed by the Independent Police Complaints Council (IPCC), an independent body comprising non-Police members appointed by the Chief Executive of the HKSAR.

    As a further measure to demonstrate the transparency and impartiality of the Police complaints system, the number of IPCC Lay Observers, who observe interviews with complainants and Police complainees, was increased from 63 in 2002 to 68 in 2003.

    In May 2003, the Complaints Index and Statistics System (CISS), a computerised system for complaints trend monitoring and analysis, was enhanced. Frontline commanders are now able to access timely complaints data through the Police Intranet and conduct research to meet Formation requirements. The enhanced CISS is an effective management tool for early identification of complaint trends and complainee profiles such that frontline commanders can devise immediate and effective measures to address any problems identified.

    During the year, the public lodged 3 384 complaints against the Police, a decrease of 11.5 per cent as compared to 2002. The vast majority related to "neglect of duty", "misconduct" and "improper manner". The IPCC endorsed 6 262 allegations, of which almost 44 per cent were classified as "withdrawn", "not pursuable" or "curtailed", and some 25 per cent were minor complaints settled by Informal Resolution. Of the complaints that were fully investigated, 15 per cent were substantiated, leading to 32 Police officers being disciplined.

 
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