ENG-1996 — Page 368

PUBLIC ORDER

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steering, anti-lock braking, better seats and seat belts. More conspicuous markings and up-to-date warning systems will also be fitted.

Service Quality Wing

The Service Quality Wing, established in May 1994, has three branches: Performance Review, Research and Inspections and Complaints and Internal Investigations.

The Performance Review Branch develops service quality and promotes efficiency in all areas of the police service. As part of the Force's service quality initiative, an independent public opinion survey was commissioned to examine the quality of Police services. The results released in April were very encouraging: more than 2 000 respondents were interviewed and 78 per cent thought the Force's overall performance worthy of praise. Only 3 per cent thought poorly of it. Throughout the year, top management was engaged in a structured process of consultation with all members of the Force, including civilian and Auxiliary officers, in the development of the Force Vision and Statement of Common Purpose & Values which will focus on the Force's service quality commitment.

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 that may have an impact on strategic planning and on Force policy.

The Complaints and Internal Investigations Branch comprises the Complaints Against Police Office and the Internal Investigations Office. The branch investigates complaints against police officers, including civilian staff and auxiliary police officers, investigates serious disciplinary cases and conducts supervisory accountability studies.

Complaints Against Police

The Complaints Against Police Office (CAPO) investigates all complaints from the public concerning the conduct and behaviour of members of the Force. The results are monitored and reviewed by the Independent Police Complaints Council (IPCC), which is an independent body comprising non-official members appointed by the Governor.

In 1996, 3 315 complaints were received. This represented a decrease of 133 cases, or 3.9 per cent compared with 1995. Over 94.1 per cent of complaints in 1996 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 77.1 per cent of total complaints. Investigations into 3 419 cases were completed and endorsed by the IPCC. The substantiation rate for complaints fully investigated was 13.6 per cent. The number of cases classified as Withdrawn or Not Pursuable was 2 092, representing 61.2 per cent of the total. Altogether, 744 cases or 21.8 per cent of all complaints were dealt with through an Informal Resolution Scheme. A total of 23 police officers were disciplined and 14 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