New system in pipeline to serve phone callers
As an initiative to improve customer services, a new "Report Room Recording System" (RRRS) will replace the existing public enquiry lines in report rooms in mid-December. The new system has a feature that will route a caller to a queuing mode when the lines are busy. However, the caller will be advised to call "999" if an emergency is involved.
The system also allows public calls to be recorded as an enhancement to service quality. The caller will be informed by a recorded message in English, Cantonese, and Putonghua that the contents of the conversation are being recorded for service improvement.
Assistant Commissioner (Support) Peter Hunt told OffBeat that RRRS would enable the police to interface with the public in a more efficient and transparent manner, and to provide professional and quality services.
Under RRRS, public enquiry lines in all report rooms will operate under a new Private Automatic Branch Exchange with new telephone numbers. Report Room telephone numbers on the police contact cards will be updated and the new cards will be ready for distribution to the public before the rollout of RRRS.
To further ensure that there would be no disruption to service delivery, there will be a three-month grace period after the rollout, during which all calls to the old numbers will be forwarded to the new numbers and the callers will be reminded of the change of numbers by a pre-recorded message.
Since April this year, a contractor has been training report room staff and supervisory officers on how to operate the RRRS. Training videos and an operational manual will be uploaded to POINT for easy reference.
Assistant
Commissioner
(Support) Peter Hunt receives a System Acceptance Document
from the contractor at the meeting of the RRRS Project Management Team