Finding out how people feel
Revised Force Survey Strategy endorsed
New concept of 'Mini-survey' introduced
The Strategic Direction Group has endorsed proposals to change the way the Force finds out about what citizens think of its services and how its own officers feel about all aspects of their working environment, following recommendations made by Service Quality Wing (SQW).
Assistant Commissioner (Service Quality) Charles Wong Doon-yee said the recommendations were based on a full review of the strategy carried out during 2003, following the conclusion of the last four-year survey cycle.
Assistant Commissioner (Service Quality) Charles Wong
outlines the key features of the Force's new survey cycle
He explained that the last survey cycle comprised two internal surveys, the Staff Opinion Survey and the Management Survey, and two external surveys known as the Customer Satisfaction Survey and the Public Opinion Survey.
The Staff Opinion Survey is seen as a vital internal communication tool whilst the Customer Satisfaction Survey provides essential information about public satisfaction with police services in general and assists with the identification of areas requiring improvement or modification.
Key features of new cycle
Mr Wong listed the key features of the new methodology as shown in the followings:
* Incorporating the Management Survey into the Staff Opinion Survey and the Public Opinion Survey into the Customer Satisfaction Survey;
* Introducing mini-surveys to gauge views on specific issues between main surveys;
* Rescheduling the interval of main surveys to a period of three years to allow more time for improvement measures to take effect before the next survey is conducted, and
* Mini-surveys on internal issues to be carried out by SQW via POINT or PEN, whilst those on public issues to be conducted by independent agencies.
Mini surveys to enhance overall impact
Mr Wong explained that it had been considered essential that the Force has a mechanism for evaluating how effective the recommendations made following a main survey had been. Mini-surveys would provide management with just such a mechanism.
"The use of POINT mini-surveys will inject an element of flexibility into our strategy, and will make the best use of our highly developed IT infrastructure.
"With this revised strategy in place, the Force will have a strong survey mechanism for the forthcoming cycle. Knowing exactly how people feel about a wide range of issues is a key responsibility for a modern Police Force," he concluded.
The next Staff Opinion Survey is scheduled to be held in December 2004, and the Customer Satisfaction Survey in 2005.
SQW will co-ordinate all surveys and disseminate the results through the various established communication channels.
"The planned use of surveys is an effective means for understanding how people feel about policing priorities and the services we provide. And of equal importance, it allows us to find out how our officers feel about their jobs and how their working lives can be improved," Mr Wong said.