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Management Services

Comprehensive Support from Olympics to Integrity Management

Information Systems Wing provided comprehensive communications and information technology support at the venues of the Olympic Torch Relay and the Olympic and Paralympic Equestrian Events held in Hong Kong. The provision of notebook computers with wireless technology enabled officers at the scene to have immediate access to Force applications. Video feeds from the venues provided commanders with real-time images, which enhanced the Force's command and control capabilities.

The Force is committed to continuously improving the services provided to the community and was particularly encouraged by the results of a customer satisfaction survey conducted among the public as well as an opinion survey of the Force's own staff members.

Information Systems Wing
2008 saw the introduction of a round-the-clock Information and Communications Network Management Centre (ICNMC), enabling officers to make information and communications technology related enquiries by telephone, fax or e-mail at any time, thereby enhancing the Force's customer-oriented culture. Compliments for the swift support service provided by the ICNMC have been received.

Service Quality Wing
During 2008, Service Quality Wing continued in its role as facilitator for Force strategic planning, assisting the Commissioner and the Senior Directorate Group in the preparation and promulgation of the Statement of Strategic Directions and the Strategic Action Plan 2008-2010. Assistance was also provided to Police formations in the development of their own local action plans.

Towards the end of the year, the Environmental Scan Report 2008, containing a thorough scan of relevant trends and events, was issued to all senior officers as part of the on-going strategic management process. This report will form the basis of the 2009 strategic planning cycle.

In January 2008, the Force concluded the staff opinion survey 2007. The Hong Kong University Public Opinion Programme was commissioned to conduct a survey of 5 000 disciplined, civilian and auxiliary staff along with the Superintendent cadre. Results showed that the overwhelming majority of respondents believed in the Force vision and were willing to devote extra efforts to achieve it. Respondents also believed that the Force had performed very well in key policing areas.

During the year, the Force conducted a customer satisfaction survey with results that reflected a very high level of satisfaction among the public with officers' ability to contact and interact with them. In addition, a parallel mini-public opinion survey was conducted in October 2008. Respondents indicated that they have great confidence in the Force, with an overwhelming belief that Hong Kong is an extremely safe place, both during the day and night time.

Research and Inspections
The Research and Inspections Branch completed the Third Cycle of Force Inspections, adapted from European Foundation for Quality Management protocols, during 2008. The key findings were that formations are working well in support of Force strategic directions and operational priorities and that human resources and work processes were being effectively deployed. A number of good practices were identified for adoption. Although some objectives of the inspection cycle were not entirely met, a thorough and critical review of the entire process was conducted with substantial lessons learned that will be incorporated into the next inspection cycle.

Complaints and Internal Investigations
The Complaints and Internal Investigations Branch comprises the Complaints Against Police Office (CAPO) and Internal Investigations Office (IIO).

Complaints lodged by the members of the public are dealt with or investigated by CAPO, which is committed to ensuring that each and every complaint is impartially and thoroughly investigated prior to subsequent examination and review by the Independent Police Complaints Council (IPCC). In 2008, this two-tier system was codified and reinforced by the enactment of the Independent Police Complaints Council Ordinance. CAPO endeavors to facilitate the implementation of the Ordinance and will continue its efforts to maintain the integrity of and public confidence in the complaint handling mechanism.

In 2008, CAPO received 2 714 complaints, representing an increase of 7.4 per cent as compared to 2007. Of the 2 714 complaints, 1 284 cases were endorsed by the IPCC. Of the 1 284 cases, 16 cases were found substantiated and appropriate disciplinary actions were taken against the officers involved. CAPO and the Complaints Prevention Committee, building on the success of the Complaints Prevention Lyric Writing and Song Composing Contest held in February 2008 and other new initiatives to strengthen CAPO/formation liaison, will continue to explore other channels to prevent complaints in the coming year.

IIO is primarily responsible for devising and implementing the Force's integrity management programme. It is now conducting a major review of this programme due to the Force's increased focus on all aspects of unethical behaviour, not only corruption. Among its many initiatives, IIO has opened a site on the Police homepage called Ethics Corner, which provides members with a one-stop shop for all matters related to promoting integrity and ethics within the Force.