ENG-2002 — Page 387

PUBLIC ORDER

will be a first step towards a force-wide IP-based telephone platform with integration of voice and data.

The contract has now been awarded for the Police Force's third generation Command and Control Communications System, which will be built with the latest communication and computer technologies to provide a fully digital radio platform that facilitates transmission of both voice and data. The project is on target for a phased rollout between the third quarter of 2004 and the end of 2005.

Information Technology

The force continues to improve its online services with a number of additional reporting facilities and other features on its fully revamped website. These include a live-feed tickertape dubbed the Police Electronic Bulletin which conveys up-to-the- minute information from police command and control centres to the website. Members of the public and the press are thereby fully informed of incidents of interest as they arise.

Service Quality

During the year, the Police Force carried forward the development of service quality initiatives to promote and reinforce a quality service and customer-focused culture in all police formations as well as to further motivate staff to strive for continuous improvements in the pursuit of service excellence. The achievements were reflected from the results of Staff Opinion and Public Opinion Surveys conducted independently by a surveying company in 2001 which indicated high levels of staff and public confidence in the force. To successfully meet the goals of building quality into police work practice, a Service Quality Award was being introduced into the Police Force and another round of Living-the-Values workshops on enhancing police professionalism was scheduled for the 2002-03 financial year.

Complaints Against Police

The Complaints and Internal Investigations Branch investigates public complaints against members of the Police Force, including traffic wardens, civilian staff and members of the Hong Kong Auxiliary Police Force. Such investigations are monitored by the Independent Police Complaints Council (IPCC), an independent body comprising leading members of the community appointed by the Chief Executive.

In 2002, the Complaints Against Police Office (CAPO) received 3 833 complaints, an increase of 590 cases, or 18.2 per cent, compared with 2001. The majority of complaints related to neglect of duty, misconduct and improper manner. These accounted for 69.4 per cent of total complaints.

During the year, the IPCC endorsed the investigation results of 3 607 complaints cases, which involved 6 213 allegations. The rate of substantiation of complaint allegations that were fully investigated was 13.2 per cent; 40.9 per cent of the allegations was classified as 'withdrawn', 'not pursuable' and 'curtailed'. Complaints of a minor or trivial nature were dealt with by way of Informal Resolution, which was adopted in handling 26.9 per cent of the complaints. A total of 21 police officers were subject to disciplinary action arising from complaints made by members of the community.

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