Design of the Third Generation Command and Control Communications (CC3) project is progressing well. The system, which will employ sophisticated and advanced technology to provide all patrol officers with digital communication facilities, is targeted to go fully live in the summer of 2005.

Following completion of a feasibility study into the Force fixed telephone communications network, detailed planning and design for the next generation Integrated Fixed Communications System will commence shortly.

Information Technology
The first eight projects started under the new ISSP include several that will have a direct impact on day-to-day operations such as the ticketing and summons process, bringing a number of improvements.

Information security was reinforced during 2000 through a Software Asset Management Audit and review of security procedures.

In December, the Central Helpdesk, set up in 1997 to provide 24-hour support services for all Force's systems, was awarded ISO 9001 accreditation by the Hong Kong Quality Assurance Agency (HKQAA) in recognition of the internationally accepted level of service that it provides. The desk dealt with 70 000 problem reports in 2000 and currently handles over 12 000 incoming calls a month.

By the end of 2000, the Force had developed over 90 information technology applications and installed 10 000 computers.

Business Services
Business Services Bureau co-ordinates the business needs of the five Departments of the Force. It consists of two Business Services Divisions, 'ePOL' Division and the Business Development and Research Unit. Business Services has a client-focused account management system to deal with the Departments.

Business Services Divisions — One of the key themes of the Commissioner's Strategic Directions is effective technology support and deployment. The Divisions play an important role in working pro-actively with business functions and in programme areas to develop effective information technology-enabled business solutions.

ePOL Division — co-ordinates Force's strategy with regard to the internet, the POINT and electronic services. It aims to bring as many police services on-line as feasible, provided that the benefits gained from such services justify the cost. On POINT, that means bringing information and services directly to police officers, whilst on the internet, it means bringing services directly to the public. In addition to delivering internet access via users' computers, other avenues are also being examined, such as public interactive kiosks, which are currently installed in all Police report rooms. The recently re-launched Police web site, which allows reports to be made over the internet, was the first Government site to offer electronic services to the public in Hong Kong.

Business Development and Research Unit — The unit's current main responsibility is to determine who needs to have a networked computer to meet operational requirements. Given the rapid adoption of information technology support systems, all Superintendents and civilian equivalents, and above, and all 'functional heads' (essentially all Inspectorate officers and their civilian equivalents, and above, but including such junior officers as are functional heads) in the Force are being supplied with a desktop computer connected to the PDN, with e-mail, internet and POINT access. Machines installed in police station resource centres and duty rooms will be capable of accessing POINT and the internet, substantially increasing the channels of communication within the Force.

Service Quality Wing
High priority is attached to achieving a culture of service within the Force, where every task is measured in terms of quality and continuous improvement. Spearheading this drive is the Service Quality Wing, whose various initiatives are described in Chapter One — 'In Pursuit of Excellence'