To tie in with the Government's policy on developing the Smart City Blueprint for Hong Kong, the Information Systems Wing is dedicated to a wider implementation of digital policing and the tackling of emerging challenges arising from the rapidly changing digital landscape. The objectives are to provide secure, reliable and effective information and communications technology services that support the Force's Strategic Directions and the Commissioner's Operational Priorities. The Service Quality Wing promotes integrity and professionalism, and facilitates continuous improvement and innovation throughout the Force.
Information Systems Wing
To enhance service quality and efficiency, the Information Systems Wing spearheaded the introduction of 17 mobile applications and various innovative digital policing initiatives in 2022 to streamline work processes, strengthen frontline digital enforcement capabilities and improve the delivery of public services on electronic platforms.
The Advanced Mobile Location service was introduced in September. This service helps members of the public who make a 999 call with their smartphones to seek emergency assistance, by sending the caller's smartphone-generated location to the Command and Control Center, thereby enabling swift and effective search and rescue action.
In December, the Force addressed the increase in mountain operations by developing a common rescue platform, 3R Solution, for joint departmental use. The framework, consisting of R-Map, R-Watch and R-Cam, revolutionises search and rescue operations by providing vital rescue information which will help emergency units make instantaneous and well-informed decisions that enhance inter-departmental co-ordination and effectiveness during rescue operations and ensure the safety of rescue personnel.
Officers of PTU Kowloon East wore the R-Watch and R-Cam during the Region's joint departmental major incident exercise, SKYHOVER.
The 3R Solution was showcased at the Smart Government Pavilion during the International ICT Expo.
Self-service kiosks are now available inside selected Police Reporting Rooms, providing a convenient way for members of the public to report lost property via an electronic platform. The kiosks free up report room staff members to attend to other cases, hence reducing overall waiting time and enhancing the quality of public service.
The Information Systems Wing signed a memorandum of understanding with the Hong Kong Science and Technology Parks Corporation in September to collaborate over the next three years on the application of innovative solutions across five areas, namely, natural language processing, geographic information systems, simultaneous localisation and mapping, augmented reality and search and rescue operation-related technology. Tech ventures will be invited to jointly develop and test the effectiveness of applying the research products, so as to achieve a 'New Culture of Digital Policing' that seeks to improve policing services while propelling the development of the local innovation and technology (I&T) ecosystem and strengthening Hong Kong's status as an international I&T hub.
Service Quality Wing
In 2022, the Force promulgated Strategic Directions 2022-2024, which are helping to guide the Force through an increasingly complex and challenging operating environment to achieve excellence in all that it does. In addition to directions on Digital Policing, Community and Workforce, National Security has been incorporated as a new strategic direction for the first time. A series of videos was produced to promote the new directions, while key initiatives and projects are under way to ensure their full implementation.
The Research and Inspections Branch of the Service Quality Wing conducts the Force Inspection Process, a key mechanism that drives continuous improvement and enhances corporate governance by assessing the performance and efficacy of police formations and fostering compliance and accountability across the Force. As part of the process, the e-Smart Check was rolled out in 2022 to digitalise inspection procedures, and successfully mitigated non-compliance risks and raised the Force's compliance rates to very high levels.
To further enhance operational efficacy, manpower efficiency and service quality on core service deliverables in the digital age, the Branch is actively studying how to automate internal processes for frontline duties by leveraging technologies. The projects include setting up interactive telephone systems in report rooms to render appropriate assistance to the public, electronic communications systems to automate police correspondence and communication with the public, and electronic monitoring of the progress of case investigation and prosecution.
The Police Service Satisfaction Survey, the Public Opinion Survey and the Staff Opinion Survey are useful tools for canvassing feedback from both the public and internal staff on the standard of police services. The results of the latest surveys, announced in 2022, were encouraging and indicated that the Force's efforts in maintaining law and order and advancing police services were well recognised. The survey findings are important indicators of the Force's pursuit of excellent service and have been taken into consideration in formulating the next round of living-the-values workshops, scheduled for 2023.
The Force clinched two gold, two bronze and four meritorious awards under the Civil Service Outstanding Service Award Scheme 2022, symbolising recognition and affirmation of the Force's contribution to law and order and provision of service with quality.
Complaints and Internal Investigations Branch
The Complaints and Internal Investigations Branch comprises the Complaints Against Police Office (CAPO), the Internal Investigations Office (IIO) and the Integrity Audit Action Group (IAAG).
Under a statutory two-tier complaint system, the CAPO handles complaints lodged by the public against the Force's members and collaborates with the Independent Police Complaints Council (IPCC) in the discharge of its statutory functions, so as to enhance the Force's service quality. In response to the IPCC's 'Thematic Study Report on the Public Order Events arising from the Fugitive Offenders Bill since June 2019 and the Police Actions in Response' and its 52 recommendations regarding the Police's practices and procedures, the Police had by May followed up on all the recommendations and implemented 78 initiatives for improvement, which were reported to and endorsed by the IPCC during a joint meeting in June.
During 2022, the CAPO received 1,287 reportable complaints, down 9.1% from 1,416 cases in 2021. Complaint prevention initiatives are carried out via the Force Committee on Complaints Prevention and various Regional Committees on Complaints Prevention. These initiatives include Studio ImmerXe 360 videos that show scenarios adapted from complaint cases, providing another way of raising officers' awareness of complaint prevention apart from the e-newsletter, the CAPO Friendly Reminder e-poster, animation videos and the 'One Click No Complaint' online quiz. In December, an interactive analysis tool, CAPO Smart Analysis, was rolled out to help supervisory officers monitor and analyse complaint data and trends so they could formulate effective preventive strategies.
Representatives of IPCC watched demonstrations of new personal protective equipment and less-lethal weapons at the PTU Headquarters.
The Force Committee on Integrity Management (IM) formulates IM policy, gives directions on key IM issues, and monitors and evaluates the effectiveness of the Force Strategy on IM. This strategy has four prongs: education and culture building, governance and control, enforcement and deterrence, and reintegration and support.
The IIO helps implement the Force Strategy on IM and inspire officers to live up to the Force's values of integrity and honesty. In early 2022, a new IM theme, 'Having a Clear Conscience', was promoted across the Force. Together with the Discipline Division of the Personnel Wing and the Psychological Services Group, the IIO organised an IM Seminar and invited more than 200 officers of various formations, from the ranks of Police Constable to Superintendent, to share their views on the four key messages of the theme: Supervisory Accountability, Never Forget Why We Started, A Determined Mind, and With No Regrets. Valuable feedback was collated from the participants and disseminated to major formations.
The Deputy Commissioner of Police (Management), Mr Chow Yat-ming, encouraged every member of the Force at the IM Seminar to serve with full dedication.
The IIO emphasises the importance of supervisory accountability and timely intervention and promotes positive peer influence, so that those in need can receive appropriate assistance, advice or guidance in a prompt manner.
The IAAG is working to strengthen the Force's IM. It proactively investigates serious misconduct and illegal activities involving members of the Force, conducts timely identification and rectification of duty-related systemic risks, and improves supervisory accountability. In order to enhance the integrity culture and ensure officers are of good conduct, the IAAG continues to enhance the three integrity management initiatives, namely the Voluntary Drug Test Scheme, the Financial Declaration Scheme and the Financial Screening Scheme.