External findings and staff opinion support survey results
"I 'm not surprised to see these results," commented Deputy Regional Commander New Territories South, Chief Superintendent (CSP) Albert Ng Kam-wing, in response to the results of the police customer satisfaction survey, published in the last edition of OffBeat.
"I'm approaching retirement after 35 years service and the changes I have seen are dramatic. The public had a low opinion of the Force when I joined in 1977, but the efforts we have made to change our culture, advance professionalism and commit ourselves to providing quality services give me a great sense of pride. Having served in just about all formations, including crime and frontline operational posts, it never ceases to amaze me that our officers continue doing their best to serve the public even under the most trying circumstances," CSP Ng added.
The customer satisfaction survey revealed that 95 per cent of the respondents felt safe during the daytime, whilst the night time was 76 per cent. Moreover, 75 per cent of the public continued to have confidence in the Force. The public saw maintaining law and order as the most important area for the Force to invest its resources, whilst 68 per cent regarded the Force as efficient and professional.
Echoing these sentiments, the Vice-chairman of the Superintendents' Association, Chief Superintendent Peter Cornthwaite, said: "The high score on public perception of safety, including night time, reflects well on the professionalism and sterling work of frontline duties, whilst the overall high level of satisfaction with police services is the result of the efforts by all staff."
Senior Inspector Tsang Chiu-fo, Chairman of the Hong Kong Police Inspectors' Association observed: "I'm so pleased with the results of the customer satisfaction survey as this is a clear evidence that the public have great confidence in the police and the services we provide. Naturally such surveys may fluctuate from time to time as public perception is influenced by individual incidents. No matter what the results are, we, as police officers, must always exercise our power professionally in order to meet community expectations and the unforeseen challenges ahead."
Survey results supported
The survey results are supported by other independently and internationally run surveys, with the World Economic Forum recording positive findings that support the view that the Force's striving for excellence is bearing fruit.
The Global Competitiveness Report 2011-2012, produced by the World Economic Forum, provides a broad picture of opinion from international business leaders and the general public on the service levels of government agencies. On reliability of police services, Hong Kong scored ninth position out of 142 countries.
Locally, the Hong Kong Government Service Excellence Index commissioned by Efficiency Unit, aims to measure citizens' satisfaction with public services. The 2011 overall service excellence score for the Government is 63.8 per cent, whilst the Force scored 64.7 per cent, a slight increase on our 2010 rating with fourth ranking amongst ten government departments.
Other staff association representatives have pointed out that Force members have been greatly encouraged by the results and are committed to delivering the highest level of service to all Hong Kong people.
Echoing this view, Station Sergeant Chan Wai-ming of the Junior Police Officers' Association suggested: "Despite these encouraging findings, we should continue to look for further improvement in order to ensure we meet public expectations."
The Vice-Chairman of the Overseas Inspectors Association, Mr Paul Bailey, commented: "By way of continual improvement, we are maintaining the respect and support of the public. We are not perfect, but we are always learning and adapting."
The
Force
strives to provide quality services