Management Services

      To cater for the increasingly sophisticated needs and demands of the Force, the Management Services Department is dedicated to keeping wholly up-to-date with relevant technological advances. During the year, significant progress was made in the planning and development of exciting new projects to keep the Force at the vanguard of law enforcement throughout the world. We were also constantly involved in new initiatives and programmes to enhance the Force's standards of service. Various models and mechanisms of Quality Awards were explored with a view to introducing a Service Quality Award Scheme in the Force to promote and reinforce a quality service culture in the workplace.

      As for the future, we will continue to keep our systems up-to-date to meet the challenges ahead, particularly in terms of the Force's commitment to combat all forms of local and transnational organised crime. Vigorous efforts are also being made to continue the launch of a 'culture of service' throughout the ranks. In order to sustain the momentum of this culture change, the Force is embarking on the fourth wave of Living-the-Values workshops involving members at all levels to enhance their personal commitment to the value of professionalism.

Information Systems Wing

      The Force continues to accord high priority to the use of new advances in technology to enhance operational and management efficiency, improve communications and develop knowledge management. Close collaboration with users through improved account and project management is the cornerstone of this drive. During the year, a systematic computer hardware replacement programme ensured that the Force continues to maintain its edge in this highly dynamic field.

Information Technology

      The improvement and development of Force computer systems expanded the sharing of intelligence, as well as streamlining procedures and improving the accuracy of enforcement action. Frontline officers now have access to the most up-to-date information available when engaged in their day-to-day duties. The Force's internal and external web pages also played their part, presenting a wealth of information about wanted and missing persons, crime trends, appeals for information and other professional knowledge available at the click of a mouse button. Similarly, the Police E-mail Network (PEN) has become a vital component in the communications system linking units and individuals engaged in combating crime.

      In 2002, in order to deal with the upsurge in computer crime, the investigative capacity of the Technology Crime Division was further enhanced by the provision of advanced computer equipment. Behind the scenes, an e-filing solution was developed by the Force to streamline administrative procedures and thereby increase office efficiency. This system was demonstrated to other Government departments with very encouraging feedback.

Communications

      A sophisticated cabling system comprising optical fibre cables, the latest unshielded twisted pairs wiring and a cable management sub-system was designed for installation in the new Police Headquarters Phase III Building. The system is capable of delivering data for communications and information systems, voice, video, fax, and multi-media training.

      Built on the existing Marine Region digital Terrestrial Trunked Radio (TETRA) platform, a fully encrypted radio system for the Criminal Intelligence Bureau and the Narcotics Bureau went into the first stages of implementation. Each will have a virtual network totally independent from other users on the platform.

      In February 2002, the Force began an open worldwide tender for the Third-Generation Command and Control Communications System (CC III). CC III will be built with a fully digital TETRA radio platform and state-of-the-art communication and computer technologies to provide both voice and data transmission for emergency services.

Service Quality Wing

      The Customer Service Improvement Project has brought about considerable improvements within both the public and staff areas of police stations. The schedule of work was completed in 2002 with all police stations being upgraded except those of Central and Lo Wu.

      The results of the Customer Satisfaction Survey conducted independently by the University of Hong Kong in 2002 were very encouraging. Eighty per cent of the respondents, an increase of 4 per cent as compared to 2000, were very satisfied or satisfied with the overall standard of police services.

      In 2002, the Force was recognised for its continuous efforts in providing quality service. It received the Best Public Image Award (Silver) in the Customer Service Excellence Awards launched by the Civil Service Bureau.

     To retain and re-use the valuable wisdom accumulated by the Force, the launching of a full scale Knowledge Management System commenced in 2002. To realise our vision of making Hong Kong one of the safest cities in the world, we will continue to keep ourselves abreast of the latest knowledge on policing issues developed by premier academic institutes and overseas law enforcement agencies.

Complaints and Internal Investigations

      The Complaints and Internal Investigations Branch (C&IIB) comprises the Complaints Against Police Office (CAPO) and Internal Investigations Office (IIO). CAPO is responsible for the investigation of complaints against members of the Force. All investigations conducted by CAPO are reviewed by the Independent Police Complaints Council (IPCC), an independent body comprising non-Police members appointed by the Chief Executive of the HKSAR.

      To further enhance the monitoring function of the IPCC, the IPCC Observers Scheme was expanded in September 1999 to cover observations of Informal Resolution. In 2002, the number of IPCC Lay Observers was increased to 63.

      During the year, members of the public lodged 3,833 complaints against the Police, some 18 per cent more than in 2001. The vast majority related to 'neglect of duty' or 'misconduct and improper manner'. The IPCC endorsed 6,213 allegations, of which almost 41 per cent were classified as 'withdrawn', 'not pursuable' or 'curtailed', and some 27 per cent were minor or trivial complaints settled by Informal Resolution. Of the complaints that were fully investigated, 13 per cent were substantiated, leading to 21 police officers being disciplined.

      The IIO is responsible for conducting supervisory accountability and related studies of the activities of police officers and investigating disciplinary breaches and other misconduct brought to light as a result of enquiries conducted by other government agencies.