[Vision, Our Common Purpose & Our Values] [Foreword] [Operations] [Regional Commanders' Report]
[Personnel and Training] [Management Services]
[Finance, Administration and Planning] [Environmental Report] [Organisation] [Annex, Crime Charts & Appendix]
Management Services
Quality Information Technology, Quality Service
2006 marked an important year of upgrading for Information Systems Wing (ISW) and the information technology, telecommunications and electronic services it uses to support the Force's management and operations. A Force-wide survey revealed that ISW deployed resources to the areas that users regard as important, thereby enabling them to serve the public more effectively. As a reflection of this, the Force's Third Generation Command and Control Communications System (CC3) won two prestigious public awards.
In terms of service quality, the 2006 United Nations 'Victims of Crime' Survey demonstrated that the Hong Kong public has a very positive attitude toward police performance. As indicated by a public opinion survey, officers' manner and courtesy are key factors affecting the public's satisfaction level with the Force's service. Particular emphasis was thus given to strengthening the Force's customer-oriented culture.
Information Systems Wing
In mid 2006, ISW conducted a Force-wide survey of nine key Information and Communication Technology (ICT) systems/services. Of the 1 400 survey responses received, all systems surveyed scored ratings from 4.2 to 4.5 on a scale of 1 to 5. This showed that the Force is deploying ICT resources to the areas that users regard as important, thereby enabling them to serve the public more effectively. The 2006 ICT User Survey is the first Force-wide survey covering both IT and Communication Systems.
Re-investing resources to improve IT adoption
ISW also conducted a Force-wide review on standalone computers in 2006 with a view to achieving greater efficiency in the deployment of computer resources. Of the 5 000 standalone terminals in the Force, the review identified some 1 300 (or 26 per cent) standalone computers that should retire. The money saved will be re-invested to improve the adoption of IT in the workplace. Upon completion of the exercise, it is projected that the ratio of networked terminals to total computer terminals in the Force will improve from 63 per cent to about 73 per cent.
Desktop Computer Refreshment Program
With an investment of more than $21 million, one of the most remarkable projects in 2006 was the Desktop Computer Refreshment Program, which was rolled out to all formations over a nine-month period, replacing more than 3 000 networked personal computers of Pentium II or below with new Pentium IV models running Windows XP platform. Today, networked terminals are aligned to the Pentium IV platform, enabling staff members to cope with more challenges in their daily work.
CC3 Wins Gold Award
The Third Generation Command and Control Communications System (CC3) won the 'e-Government (Most Innovative)' Gold Award, and the 'e-Government (Best Transformation)' Silver Award at the Hong Kong Information Communication Technology (ICT) Awards 2006. With a number of large-scale innovative ICT applications, user-friendly devices, and seamless operations for front-line Police officers, CC3 has improved the efficiency of police emergency response to public needs.
Service Quality Wing
The Force is committed to continually improving the services that it provides to the community and is encouraged by the positive feedback it has received over recent years. The 2006 United Nations 'Victims of Crime' Survey demonstrated that the Hong Kong public has a very positive attitude toward police performance. Service Quality Wing (SQW) will continue to explore areas for performance improvement and to develop programmes that further consolidate the high standards the Force has reached.
In May, the Knowledge Management (KM) enhancement project was successfully completed with the KM portal rolled out throughout the Force. Since then, the Force's on-line data, information and knowledge systems have been supported by an efficient and effective content management system, navigation approach and search engine. SQW continues to develop the Risk and Project Management systems in the Force, aiming at providing rigorous support to long-term decision-making and the effective implementation of initiatives within the organisation.
Research and Inspections
Research and Inspections Branch continued to assist Force management at all levels to identify and realise tangible opportunities for increased efficiency, economy and effectiveness in the delivery of police services. Best practices and lessons learnt were uploaded onto the Practices and Experience Acquisition Kiosk to provide online access for Force members to achieve service excellence.
Complaints and Internal Investigations
In 2006, the Complaints and Internal Investigations Branch's core functions remained:
During the year, a total of 2 542 complaints against the Police were received. This represented a decrease of 5.6 per cent compared to 2005. The figures extended the consistently decreasing complaint trend that emerged in 2003. Of the 2 542 complaint cases received in 2006, 1 109 were endorsed by the Independent Police Complaints Council. Of the 1 109 complaints, 357 cases (about 32.2 per cent) were dealt with by way of Informal Resolution and 134 cases were investigated. Of the 134 cases, 13.4 per cent were substantiated.
The consistently decreasing complaint trend was mostly attributable to the Force's sustained complaint prevention efforts. As indicated by a public opinion survey, officers' manner and courtesy are key factors affecting the public's satisfaction level with the Force's service. Particular emphasis was thus given to strengthening the Force's customer-oriented culture. To this end, the Complaints Prevention Committee launched a Force-wide complaints prevention video production competition in September.
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