ACP P Ng Wai-kit flanked by Yuen Ying-lam CSP, Deputy Regional Commander KW, and John Dickson, Director for Hong Kong and Southern China of Frank Small & Associates

IN keeping with the CP's ongoing commitment to quality service at all levels, the Force has embarked on its first ever internal Staff Opinion Survey. "Our quality service commitment should not only target the public - it should also target Force members," explained Patrick Lam Cheuk-ping, Superintendent of the Internal Communications Section of Staff Relations Group, Personnel Wing. "We care and are concerned about the needs of all members of the Force including auxiliary police officers and civilian staff."

The objective of the internal staff opinion survey is to identify the main areas of concern of a complete cross-section of Force members of all ranks as well as auxiliaries and civilians. According to Superintendent Lam, topics of concern most on the minds of Hong Kong Police staff could range from human resource management and the effectiveness of communication channels within the Force, to working relations among different categories of staff, to matters of everyday stress in the workplace - such as the impact of computerisation on the individual. "Once these main subjects are identified and opinions gathered on them, a data baseline will be set up for the comparison of future assessment," said Mr Lam. A steering committee, headed by ACP Personnel, Ng Wai-kit, has been formed to ensure the survey runs smoothly. Other members of the group include representatives from the Regions, the Service Quality Wing, Staff Relations, civilian staff and the Assistant Director of the Efficiency Unit. Divided into two phases, the survey is being conducted by research agency Frank Small & Associates between July and October. "In the first and qualitative phase, the research agency will randomly select seven ten-member focus groups," continued Superintendent Lam. "Each group will represent a different category and formation of officers of differing ranks. One group will be made up of police officers of inspector rank and above, three groups will be formed by JPOs, one group composed of Auxy Police of different ranking and two groups will consist of managerial and non-managerial civilian staff. "The discussions within the groups will be kept totally confidential," Mr Lam stressed. "Members of the focus groups are encouraged to speak their minds. This will be a good chance for them to express their views and opinions - which should help to provide an in-depth understanding of the underlying influences shaping staff attitudes and be haviour. Their opinions will provide basic material for the drafting of the questionnaire for phase two of the survey." Based on the outcome of discussions, the research agency will then produce a questionnaire which will be tested out by a pilot team of 40 Force members who will help to evaluate the clarity and effectiveness of the material presented. During the second phase of the survey, the questionnaire will be sent to 3,500 randomly selected members of the Force, representing a cross section of officers. "Participation in the survey is strictly voluntary," said Superintendent Lam. "The identity of each participant will not be shown on the questionnaire which will be sealed in specially designed envelopes before being returned to the agency via different formations. All views will be presented anonymously, collectively, and with individual identity protected." The questionnaires will then be analysed and the findings of the survey will provide a strategic overview of staff satisfaction, opinions, concerns - and how these concerns can be effectively addressed. Superintendent Lam said review and evaluation of the findings will probably be completed by late December. "Although this is the first time for the Force to conduct a staff opinion survey, I dare say it will not be the last," he said. "This will be the beginning of an on-going process to improve service quality to all staff. Based on the findings of the survey, it is the intention of Force management to address, improve and adapt the level of service to all members of the Hong Kong Police."