ENG-2004 — Page 414

352 Public Order

Service Quality Wing

The Force continues to conduct Staff Opinion and Customer Satisfaction Surveys. The surveys are conducted every three years by independent agencies and incorporate elements of the Management and Public Opinion Surveys respectively. Force mini-surveys are conducted as and when required between major surveys to assess the effectiveness of measures introduced to address issues identified and to gauge views and responses from staff and the public on specific issues. The strategy will leverage technology and costs. The Force information technology platform gives the Force the ability to conduct timely internal mini-surveys.

In 2002 the Force formally launched the Knowledge Management (KM) project with the objective to improve overall effectiveness and efficiency. Aiming to help retain and reuse the wealth of knowledge inside the Force and create a pro-active learning environment for the Force to become a learning organisation, the Performance Review Branch in 2004 substantially applied the systematic KM processes by which information needed for the Force to succeed was created, captured, shared and used. This information has now been codified into team/unit/individual/external knowledge and incorporated into the Police Intranet, known as POINT.

Following a very successful inception in 2003, the 2004/05 Service Quality Award was well received by members of the Force, and a number of entries were received from various formations. The main theme of the 2004 award was 'Integration of People, Process and Technology' with a view to encouraging innovation and improvement in the workplace.

The Research and Inspections Branch assists management at all levels in the Police Force to identify and realise practical opportunities for improved quality and performance, including better resource management. The new inspection process has already assisted in the identification of a number of areas and processes to which re- engineering or modification will realise efficiencies and, in some cases, savings.

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 2004, the Complaints Against Police Office (CAPO) received 3 222 complaints, a decrease of 161 cases, or 4.8 per cent compared with 2003. While sustaining a decreasing trend in complaints, the Force will continue to focus its efforts in complaints prevention and to deliver quality service. Different avenues like LED display panels and notice boards in police stations/premises and the Police Intranet were used to disseminate the message of 'Smart Cop Tips' to reduce avoidable complaints. Seminars and workshops on complaints prevention targeted newly joined Force members and other officers. Concerted efforts were made with the Complaints Prevention Committee comprising Force members from various formations and units