CPC Series:
Enhancing service quality

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(An article by CPC member, Tin Sum Division Station Sergeant Lee Ka-sing)

During my 20 years of service in the Force, I witnessed many changes in the personnel management, policies and service quality of the Force. A decade ago, the public would not offend a police officer and would readily cooperate with the Police. Today the public, with an increasing awareness of human rights, is much more demanding.

Speaking to the Australian Chamber of Commence on March 9, 1995, former Commissioner Eddie Hui gave a presentation on service quality management in the Force. Private sector management concepts that emphasised service quality and customer-oriented service were incorporated into the Force management strategy. The Service Quality Wing was then established.

It is obvious that the Force is serious about delivering a quality service. A number of supportive measures have been implemented including the introduction of the Performance Pledges and the implementation of the Station Improvement Project. Personnel working indoor are required to wear nametags to foster the customer-oriented image. Besides image building, more importantly, our colleagues must also uphold the principle of providing a quality service in performing their duties. I believe that we must all strive to enhance the quality of our service to maintain a high standard of professionalism.

Members of the public are aware of their civil rights. They will not hesitate to complain if they are dissatisfied with the service of the Force. It is their right to complain to air their grievances and prevent the abuse of Police power. However, our colleagues may easily become the targets of unreasonable complaints at a time when many members of the public are blaming the Government for the economic downturn. We should not be discouraged by these fault-finders but should bear in mind that we should continue to maintain law and order, to handle matters in a fair and just way and to be considerate towards the public.

I recently heard an incident in which a traffic policeman issued a verbal warning instead of a fixed penalty ticket to a driver who was waiting for her elderly relative in a restricted zone and even helped the driver to find her relative. The driver later wrote to the Commissioner to express her gratitude for the officer's help. (Please see OffBeat Issue 717).

In this incident, our colleague has duly performed his duty while properly exercised discretion in handling the traffic offence. I believe that the driver is impressed by the empathy shown by the officer and that this incident may prompt her to be more cooperative with the Police if and when necessary.

The Force always stresses just, fairness, understanding, professionalism and quality service to minimise possible conflicts between officers and the public. We should improve our performance instead of grumbling about Police power being challenged. If the Police maintain good relations with the community, the number of complaints against Police will certainly drop.