ENG-2000 — Page 381

PUBLIC ORDER

Upgrading of the facilities in the three Police 999 Emergency Call Centre continued. With the introduction of a caller address display function, callers can be assured of even faster response times particularly if, for some reason, they are unable to articulate where they are.

Design of a third generation Command and Control System has progressed satisfactorily. The system will employ sophisticated and advanced communications technology, integrating voice and data transmission, and is targeted to go fully 'live' by the summer of 2005.

Information Technology

All Hong Kong Police computer systems were thoroughly examined to ensure Year 2000 compliance and functioned normally beyond the end of the millennium.

In April, implementation commenced on the Police Force's second Information Systems Strategic Plan. A total of 22 computer projects are involved and are necessary so that the Police Force's strategic goals and the delivery of its law enforcement programmes are adequately supported for the next five years and beyond.

The implementation of the Government Office Automation scheme was completed within the force and an extension programme is under way. This will further enhance the Police Force's efficiency and effectiveness, and the quality of service that it offers.

Service Quality

During the year, the Police Force embarked on a number of new quality initiatives. A major review of the performance measurement system is under way. The purposes

of the review are to ensure that the system aligns and integrates with other government systems, and to enhance the quality of management and delivery of services.

The implementation of 'Knowledge Management' involves the use of the networked terminals to communicate, store and share knowledge across the force. This easy and inexpensive communication mode will have benefits for all staff with access to terminals.

With extensive force-wide consultation, the Police Force is developing an Internal Communication Strategy to identify and address barriers to effective communication. A customised Internal Communications Handbook was introduced to the Superintendent cadre through a series of workshops in order to simplify and streamline internal communications. In addition, the Police Force continues to build on the integrated Survey Strategy and the Living-the-Values programme, both of which provide senior management with valuable feedback on a variety of issues. Complaints Against Police

The Complaints Against Police Office (CAPO) investigates or co-ordinates the investigation of all complaints from the public on the conduct and behaviour of force members. Such investigations are monitored by the Independent Police Complaints Council (IPCC), an independent body comprising non-official members appointed by the Chief Executive.

There were 3 673 complaints received during 2000, an increase of 590 cases, or 19.1 per cent, when compared with 1999. Over 99 per cent of the complaints were made by people who were either involved in, or subject to, the exercising of constabulary

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