Management Services

To tie in with the Government’s policy on implementing the Smart City Blueprint for Hong Kong 2.0, and in response to the increasingly transnational and technology-oriented policing environment, the Information Systems Wing is dedicated to a wider application of digital policing to tackle the emerging challenges, and the provision of secure, reliable and effective information and communications technology services to support the Commissioner’s Operational Priorities and the Force’s Strategic Directions. The Service Quality Wing promotes a culture of integrity, professionalism, continuous improvement and innovation throughout the Force.

Information Systems Wing

To enhance service quality and efficiency, the Information Systems Wing introduced and optimised various mobile applications and innovative digital policing initiatives in 2025, with particular focus on, as advocated in the Chief Executive’s 2025 Policy Address, promoting the development of artificial intelligence and smart city, while facilitating case reporting and the use of electronic services by citizens.

In August, the Force launched the brand new Hong Kong Police mobile application, which provides over 50 e-services. Users can report online through the upgraded e-Report Centre for a total of 16 types of non-emergency incidents covering crime, miscellaneous and traffic. Since its launch, the new artificial intelligence chatbot ‘YesSir' handles an average of 9,500 public enquiries each month about Force services, crime prevention and anti-scam information. Driven by technological innovation, the mobile application has effectively streamlined frontline operations of the Force, ensured public safety and enhanced service quality, enabling users to access information relating to the Force more conveniently.

In the same month, the Force rolled out the smart patrol system iPatrol, in which electronic visiting points were introduced to replace the previous handwritten patrol logs. Patrol officers can complete check-in through mobile phones at physical and virtual patrol points. They can also annotate intelligence on digital maps and share with other officers immediately to enhance collaboration effectiveness. Additionally, the brand new digital solution iCarOB supports the operational deployment of police constables with digital maps and tablets, strengthening the Force’s overall operational efficiency and fully advancing the development of digital policing.

During the year, the Force expanded its self-service kiosks to 30 units, deployed at the report rooms of multiple police stations and various public locations, including the Kai Tak Sports Park, MTR Tseung Kwan O and Tai Wai Stations. In August, the system interface was fully upgraded, including the addition of voice input function to facilitate the reporting of lost property and handling of non-emergency cases by the public and visitors via e-service, thereby optimising the reporting process and enhancing user experience.

Since the launch of the HKSOS emergency rescue mobile application in January 2024, it has saved 298 individuals from danger in 129 search and rescue operations, and received a total of 17 international awards in recognition of its advanced technology, including the BRICS Special Prize and the Gold Medal with Congratulations of the Jury at BRICS Inventions 2025.

Service Quality Wing

In May, the Force revised the ‘Force Vision, Common Purpose and Values' by incorporating ‘Safeguarding national security’ and ‘Patriotism with affection for our country and Hong Kong’ into the common purpose and values respectively, reinforcing the Force’s vital role in safeguarding national security and implementing the principle of ‘patriots administering Hong Kong’. The Force also promulgated Strategic Directions 2025-2027, providing officers with a clear development blueprint to guide the Force in addressing challenges amid an increasingly complex policing environment. During the year, the Force carried out environmental scanning continuously and published a series of Current Strategic Issues Bulletins to identify strategic issues that may affect the policing environment in a timely manner.

The Force Inspection Process, conducted by the Research and Inspections Branch, seeks to spearhead compliance and accountability across the Force. As part of this process, the e-Smart Check initiative continued throughout the year to mitigate non-compliance risks while raising the Force’s compliance rates continuously. The Branch also conducted thematic studies in several key areas to enhance the Force’s professionalism and efficiency.

To enhance the operational efficacy, manpower efficiency and service quality of core services, the Force actively digitalises internal work processes. Projects under way include implementing the interactive voice response system on the report room hotlines, automating the correspondence of case details and progress with informants, and monitoring case investigation and prosecution progress electronically.

To embody the three key elements of professionalism, namely empathy, sensitivity and respect, as advocated in Living-the-Values Workshops Wave X under the theme ‘Your Actions Count’, the Force launched a video series titled You can be the next Protagonist. The stories are drawn from appreciation letters commending police officers from members of the public, enhancing officers' awareness of daily police work and encouraging them to practice Force values through real stories. Preparations for Living-the-Values Workshops Wave XI have commenced, with the newly added Force value ‘Patriotism with affection for our country and Hong Kong' as the theme.

The Police Service Satisfaction Survey, the Public Opinion Survey and the Staff Opinion Survey are effective tools for gathering feedback from both the public and the staff on police service standards. The survey findings, which will serve as reference materials for strategic planning and Living-the-Values Workshops Wave XI, are also key indicators in the Force’s pursuit of excellence for continuous service quality enhancement.

Complaints and Internal Investigations Branch

Under a statutory two-tier complaint system, the Complaints Against Police Office (CAPO) handles complaints lodged by the public against Force members and collaborates with the Independent Police Complaints Council (IPCC) to discharge its statutory functions, so as to enhance the Force’s service quality.

In 2025, the CAPO received 2,010 reportable complaints, an increase of 8% from 1,856 cases in 2024. About 95% of the complaints were of a minor nature. During the year, the CAPO continued to undertake initiatives to raise officers' awareness of preventing complaints, including electronic posters, complaint prevention videos titled Justice Bao and CAPO News, the One Click No Complaint online quiz and Studio ImmerXe 360 training videos. Moreover, the CAPO has adopted the informal resolution procedures to resolve complaints of a minor nature and respond to citizens' discontent and concerns in a swift, targeted and effective way.

The Force Committee on Integrity Management formulates integrity management (IM) policy, provides strategic directions on key IM issues, and monitors and evaluates the effectiveness of the Force’s four-pronged strategy on IM, namely education and culture building, governance and control, enforcement and deterrence, and reintegration and support.

The Internal Investigations Office helps implement the Force Strategy on IM, which encourages officers to uphold the Force’s values of integrity and honesty, and emphasises the supervisory responsibilities of supervisors as well as the significance and necessity of timely interventions.

On November 12, the Force held its inaugural Ethics Governance Roundtable in Hong Kong to explore issues related to ethics governance, with participation from INTERPOL, the Independent Commission Against Corruption and representatives from various countries. Participants engaged in thorough exchanges on various issues, including strategies and measures to enhance ethical awareness and foster a mindset of financial prudence among officers, and the challenges in pursuing ethics governance, with a view to promoting the development of ethical-based policing through collective commitment.

The Integrity Audit Action Group (IAAG) strengthens the Force’s IM through proactive investigations and initiatives that enable early risk identification. To enhance the Force’s integrity culture and ensure officers' good conduct, the IAAG continued to implement the Drug Test Scheme and the Financial Screening Scheme during the year. Additionally, a support group established in 2024 has been fostering a harassment-free workplace.