[ Mainpage ]
 

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

Management Services
 

“We aim to provide the most cost-effective and advanced technologies to support the Force.”
 
2005 was a particularly successful and eventful year for the Information Services Wing (ISW) which continued to commit itself to providing the best value for money information technology, telecommunications and electronic services to support management and operations throughout the Force.

For the future, ISW will continue to develop sophisticated technological services for both the public and members of the Force, such as e-service applications that enable authorised staff to access similar applications in other government departments.

During the year, Service Quality Wing placed much emphasis on promoting the value of serving and caring amongst all Force members. The focus of the “We Serve We Care” initiative was the Living-the-Values Wave V Workshop, which was rolled out in March. Centred on the theme “Building a Caring Workforce”, such was the excellence and objectivity of the workshop that the much-prized ISO 9001: 2001 accreditation was obtained from the Hong Kong Quality Assurance Agency.


Information Systems Wing Reorganisation

2005 was the first year that the ISW operated under a new structure after reorganisation in 2004 from a three-tier to a more flexible two-tier management system. By consolidating related functions into nine operational divisions from 18, ISW was able to deliver its services more efficiently and cost-effectively. Centralisation of finance and administration functions and of supporting staff at the Wing headquarters level cut down processes and enhanced overall governance.

Strategy Plan

To reap optimum benefits from the use of technology in the Force, a new Information Systems Strategy Plan, based on the findings of the Data Security Review completed in 2004 and the Information Technology (IT) Audit completed in early 2005, was developed in 2005 for the five years ahead to 2010. The Information Systems Strategy Plan provides a sound management framework and strategic roadmap for guiding the development and operation of the Force´s IT systems. A similar plan for communication systems is being developed. The new plans will be first implemented in early 2006, beginning with a user survey on the use of IT applications in the Force.

Third Generation Command and Control Communications System

The most outstanding information and communication technology advancement in recent years was the design, development and continual delivery by phase of the Third Generation Command and Control Communications System, with rollout to the Hong Kong Island Region in mid 2005. The efficiency of the Police 999 Emergency Call Centres was greatly enhanced with the installation of Caller Line Identification, Interactive Voice Recording System and Voice over Internet Protocol routing facilities to better serve the public.

New Products

Commissioning of the Crime Radio System, the world´s first end-to-end encrypted covert digital trunked radio system, was completed successfully in early 2005. Towards the end of 2005, a sophisticated video surveillance system was developed to further upgrade command and control capabilities. This proved instrumental in the success of the WTO HKMC police operations.

Improvement on service to our internal clients continued in 2005 with the introduction of two new products, Force Information Datamart (FIND) and Force Map (FMAP). FIND provides managers of all levels Force-wide with statistics and data captured in Communal Information Systems. FMAP is a sophisticated digital map system developed in 2005 to meet the operational and management needs of the front-line formations. Using Lands Department maps, 17 layers of specific map data have been developed and maintained by a dedicated team to support various core Police functions. FMAP also forms the backbone of the Incident Mapping System, with automation in identifying locations and providing statistics on prevalent key crimes through all land Divisions´ Beat Maps and Crime Maps uploaded on the Police Intranet.

Service Quality Wing

A cornerstone of the Force´s quality service strategy in 2005 remained the opinion survey. The Force commissioned Hong Kong University´s Public Opinion Programme to conduct three surveys during the year: the Staff Opinion Survey, the Customer Satisfaction Survey and the Public Opinion Survey. The Force scored excellent results from all three “customer” groups, with confidence levels in the Force scoring 85 per cent, results that compare most favourably with other major urban conurbations around the world.

Two other key developments in 2005 were the knowledge management project and the risk management project. The former sought to develop the availability of mission critical information to all officers and to enhance knowledge sharing and Force search engines; the latter aimed at the development of a decision-making mechanism for project managers, with a view to assisting them to define project objectives and the management of risk.

Research and Inspections

Research and Inspections Branch assisted management at all levels to identify and realise tangible opportunities for increased efficiency, economy and effectiveness in the delivery of police services. Inspection protocols aided formations in identifying and sharing best practice in order to provide a homogenised top quality service.

Complaints and Internal Investigations

In 2005, the Complaints and Internal Investigations Branch´s core functions remained:

  • To provide an effective and efficient police complaints mechanism that is readily accessible to the Force´s internal and external customers.
     
  • To ensure that grievances are promptly addressed by way of Informal Resolution where applicable, or through impartial and thorough investigations.
     
  • To develop and implement the Force´s Anti-Corruption Strategy and to initiate investigations into reports of malpractice where necessary.
     
  • To initiate remedial action for deficiencies in police processes identified in the course of complaint and internal investigations.
     
  • To ensure that Force members are protected from false accusations by vigorously investigating all malicious complaints against the Police and, evidence allowing, prosecuting those responsible.

During the year, a total of 2 719 complaints against the Police were received. This represented a significant decrease of 15.4 per cent compared to 2004. The figures extended the consistently decreasing complaint trend that emerged in 2003. Of the 2 719 complaint cases received in 2005, 1 614 were endorsed by the Independent Police Complaints Council. Of the 1 614 complaints, 30.6 per cent were dealt with by way of Informal Resolution and 5.9 per cent were substantiated, with no Police officers becoming the subject of formal disciplinary action.

The significant decrease in complaints against the Police in 2005 was clearly attributable to the Force´s sustained complaint prevention efforts, which focused on officers´ manners and complemented the 2005 Public Opinion Survey that indicated the public rated courtesy as the factor most affecting their satisfaction level.

In March, the Complaints Against Police Office completed the first phase of its amalgamation exercise in support of the Government´s Efficiency Savings Exercise. The opportunity was taken to streamline certain processes and to set up a centralised Police Complaints Hotline, which is capable of handling multiple simultaneous calls and is equipped with a recording facility outside office hours. Since it commenced operation in March, the Hotline has received an average of 33 calls a day.
 
[Go to top]