PUBLIC ORDER
In addition to the systems defined in the IT Strategy, the Force implemented the Bilingual Charge Sheets System. Copies of this system have been given to other government departments, including the ICAC, Customs and Exercise, and Immigration for their operational use. Some existing computer systems used in the regions were enhanced with the use of CD-ROM reader and PC-based enquiry tools.
Service Quality Wing
The Service Quality Wing, established in May 1994, has three branches: Performance Review, Research and Inspections and Complaints and Internal Investigations.
On March 9, 1995, after several months of research and consultation undertaken by the Performance Review Branch, the Commissioner announced the Force's commitment to a continually improving 'Service of Quality'. A follow-up programme disseminated the broad objectives of this commitment to all Force members. The branch undertook several efficiency and policy option studies during the year and continued to have responsibility for the administration of the Police Staff Suggestion Scheme, introduced in 1994. This scheme promotes better work practices in line with the Force's commitment to quality service.
The Research and Inspections Branch monitors inspections within Police regions and conducts thematic studies throughout the Force. The emphasis is directed at developing an effective, efficient and economic service which meets the needs of the public. It also carries out research into a variety of issues which may have an impact on strategic planning and on Force policy.
The Complaints and Internal Investigations Branch investigates all complaints against police officers, including civilian staff and auxiliary police officers. The results are monitored and reviewed by the Independent Police Complaints Council (IPCC), which monitors the investigation of all complaints againt police.
Complaints Against Police
The Complaints Against Police Office investigates all complaints from the public concerning the conduct and behaviour of members of the Force, including civilian staff and auxiliary police officers. In 1995, 3 454 complaints were received. This represented an increase of 370 cases, or 12 per cent over 1994. Over 96.5 per cent of complaints in 1995 came from people either involved with, or subjected to, constabulary action. Complaints of assault, neglect of duty and conduct/manner made up the majority of cases, or 78.4 per cent of total complaints received. Investigations into 3 195 cases were completed and endorsed by the IPCC. The substantiation rate for complaints fully investigated was 15.5 per cent. The number of cases classified as Withdrawn or Not Pursuable was 2 126, representing 66.5 per cent of the total. Altogether, 566 cases or 17.7 per cent of all complaints were dealt with through an Informal Resolution Scheme. A total of 64 police officers were disciplined and 23 charged with offences resulting from the complaints.
The Complaints Against Police Office is also responsible for advising Force members on how complaints can be prevented. Throughout the year, lectures and seminars on complaint prevention were organised for junior police officers, with the aim of improving public relations and reducing conflict situations. A Complaints Prevention Committee, made up of various ranks in the Force, was established in 1992 to make recommendations on how complaints can be prevented and how its recommendations can best be implemented.
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