A new approach to problem solving

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Police are considering streamlining the process of handling crime reports, following the introduction of new style Report Rooms with CCTV and Interview Rooms.

At present, a driver must pay the fine at the station covering the area in which the vehicle was illegally parked. Then he must go to the pound it was towed to, which could be anywhere depending on the availability of space. Usually payment of the fine and collection of the vehicle are in normal working hours.

Police will also examine a number of practical but difficult issues, such as how to return property to its legal owner at a time convenient to them; how to deal with the legal requirement to return a fruit knife to the next-of-kin to a wife whose husband used it to murder her, and how to deal with the legal requirement to return to the next-of-kin a wok used to burn the charcoal used by a relative to commit suicide.

A brand new procedure for improving the way things are done has been established under the authority of the Steering Committee on Force Service Quality Strategy (SCFSQS). Assistant Commissioner (Service Quality), Mr Charles Wong Doon-yee, told OffBeat that the first Working Group on Process Improvement (WGPI) was established under his chairmanship in March this year.

"The Force is totally committed to continuous improvement in every aspect of its services to the community," said Mr Wong. "We recognise the fact that many outstanding initiatives have been developed by officers in various formations to deal effectively with specific problem areas. A principal objective of the 'Process Improvement' initiative will be to quickly identify existing best practices and introduce them Force-wide with whatever modifications may be necessary.

"The overall aim is to ensure that, in whatever way we have contact with them, our customers are left with a positive impression of us. To achieve that we will have to look at all the procedures that have developed over the years and make sure that they are not only as efficient and effective as possible, but also the most considerate and customer-friendly ones. If any process falls short of that definition, it will have to be changed. But we must be sure that we have the right solution to the problem.

"The project was also raised for discussion at the recent SDG Review Conference and it was identified as an appropriate vehicle for addressing one of the critical issues now facing the Force - the need to respond to rising public demand in a rapidly changing environment and in the face of reduced funding."

"To that end, the WGPI will appoint and oversee Sub-Working Groups (SWGs) set up to examine those processes which frontline officers believe to be in need of improvement," explained Mr Wong. "Management has also carried out research to identify which processes seem to attract the most public criticism - including Complaints Against Police. But, instead of relying on top-down solutions in such problem areas, we want to consider the advice and suggestions of frontline officers throughout the Force.

"We propose to utilise the Government '3Rs' strategy of re-prioritising, re-engineering and re-organising in those areas where members of the public encounter processes that, over a long period of time, may have become somewhat bureaucratic," said Mr Wong.

Help to establish the best practice

The first of the SWGs have already been established and, through widespread consultation and the soliciting of suggestions from all ranks, they will be making recommendations in respect of the first three identified areas of concern.

(1) Processing of External Customers at Police Report Rooms. The 'Report Room' SWG Chairman is Mong Kok Assistant District Commander (Operations), Superintendent Mr Victor Fung Tak-yin (e-mail adc-ops-mkdist; telephone 2398-6310). Now we have the new style Report Rooms, with CCTV and Interview Rooms we can look at ways to streamline the process of handling crime reports.

(2) Processes Relating to the Collection of Impounded Vehicles. The 'Return of Impounded Vehicles' SWG Chairman is New Territories North (Traffic) Senior Superintendent Mr Kaiser Chiu Kam-fai (e-mail ssp-t-ntn; telephone 2666-4261). At present, a driver must pay the fine at the station covering the area in which the vehicle was illegally parked. Then he must go to the pound it was towed to, which could be anywhere depending on the availability of space. Usually payment of the fine and collection of the vehicle are in normal working hours.

(3) Processes Relating to the Return of Property to External Customers. The 'Return of Property' SWG is chaired by Wong Tai Sin Assistant District Commander (Administration), Superintendent Mr Steve Evans (e-mail adc-adm-wtsdist; telephone 2352-9407). The group will examine a number of practial but difficult issues, such as how can we deal with returning property to its legal owner at a time convenient to them? How can we deal with the legal requirement to return a fruit knife to the next-of-kin to a wife whose husband used it to murder her? How can we deal with the legal requirement to return to the next of kin a wok used to burn the charcoal used by a relative to commit suicide.

The Chairmen, who appoint members of their own SWG, have already held their first meetings, and have been asked to make their first preliminary reports at the WGPI Meeting scheduled for July 7.

Background to the Working Group on Process Improvement