Management Services
Highly Professional and Innovative Services
The Force focuses on enhancing the professionalism and quality of its services through a culture of continuous improvement, cutting edge technology and effective integrity management. During the year, in response to the ever-changing technological environment, Information Systems Wing continued to apply prevailing information communications technology, provide appropriate infrastructure and develop new technical initiatives to better serve Force members and the public.
Winners of the Force Computer Screen Saver Design Competition for Green Management at Workplace.
Information Systems Wing
The first Hong Kong Police Mobile Application on iPhone and Android smart phones was launched in 2012 to make use of social media to further engage the public. The mobile application is available for free download from AppStore and GooglePlay. Users of the application can gain access to the latest Force information any time and anywhere.
In 2012, Information Systems Wing commenced the development of the Second Generation Communal Information System (CIS2) in order to strengthen the Force's law enforcement capability. The procedure-driven and client-based design of CIS2 will consolidate seven existing satellite systems, provide a more sophisticated interface with the systems of other Government departments and offer more comprehensive management reports for better trend analysis, operation planning and manpower deployment.
The Force joined hands with the Airport Authority Hong Kong to build an indoor radio system to enhance the coverage and improve the quality of the Third Generation Command and Control Communications System (CC3) at the airport. Following the upgrading of the system in November, Police officers could use CC3 radio terminals to communicate with officers of the airport and other Government departments through the Unified Digital Communications Platform.
Force launches the first Hong Kong Police Mobile Application to further engage the public.
The Force and the Airport Authority Hong Kong sign an agreement on mutual partnership.
The Force's Second Generation Communal Information System wins the Public Sector Organisation of the Year (North Asia) at the FutureGov Awards 2012.
Service Quality Wing
Service Quality Wing continued to promote integrity, professionalism, and continuous improvement in all areas and at all levels within the Force. The Wing oversaw the publication of the Strategic Directions and Strategic Action Plan 2012-14 in January, marking the beginning of a new strategic planning cycle.
To proactively prepare the Force for future challenges, a new round of environmental scanning was conducted in the last quarter of 2012. The scan aimed at identifying significant issues, both international and domestic, which might have an impact on the Force's operational environment.
The Living-the-Values Workshop (Wave VII) with the theme of ‘Professionalism in the Changing World' was completed in March. The workshop received favourable feedback from participants, particularly in regard to the promotion of staff engagement and fostering a quality service culture. A new series of workshops will be launched in late 2013.
The Customer Satisfaction Survey and the Public Opinion Survey, completed in December 2011, showed that the Force sustains a high level of customer satisfaction (81 per cent) for the wide range of services it provides. The vast majority of respondents from the public (75 per cent) continue to show confidence in the Force and considered that Hong Kong was a very safe place in which to live and work.
The Champion of Service Quality Award 2012 (SQA) goes to Marine East Division's Sea Safety Guarding Angels.
Mong Kok District's Project Report Easy is the first runner-up of SQA
Kowloon City District's Neighbourhood Fight Crime Veteran is the second runnerup of SQA.
Complaints and Internal Investigations Branch
The Complaints and Internal Investigations Branch comprises the Complaints Against Police Office (CAPO) and the Internal Investigations Office (IIO).
Under the statutory two-tier complaint system, CAPO handles all complaints lodged by the public against members of the Force and renders full support to the Independent Police Complaints Council (IPCC) in performing its functions under the IPCC Ordinance.
In 2012, CAPO received 2 379 reportable complaints, representing a decrease of 13.9 per cent as compared to 2011. Of the investigation results endorsed by the IPCC, 125 cases were classified as substantiated and appropriate disciplinary actions were taken against the officers concerned.
In April, in order to expedite resolution and better utilise resources, CAPO introduced a pilot scheme called the Expression of Dissatisfaction Mechanism for handling minor complaints.
The Force Committee on Complaints Prevention continues to make strenuous efforts to examine, formulate and coordinate complaints prevention strategies with a view to enlisting public support and ensuring confidence in the complaint handling mechanism.
To maintain public confidence in all Force's activities, IIO promoted the Integrated Integrity Management Framework to ensure that it remained effective in reinforcing the Force Values of integrity and honesty. The behavioural guidelines to raise the awareness of these issues among Police officers were further adopted for educational purposes and culture building initiatives. IIO also continued to promote the Individual Reintegration Plan to re-motivate officers to achieve the highest standards of integrity.
The Smart Cops Challenge quiz aims at testing officers' knowledge about complaints prevention.
The Chairman of the Independent Police Complaints Council, Mr Jat Sew-tong (fifth from right), together with council members visit Police Tactical Unit Headquarters.