Service Quality Wing

Established in 1994, the Service Quality Wing consists of three branches
responsible for Performance Review, Research and Inspections, and
Complaints and Internal Investigations.

The Performance Review Branch will develop a customer-focused
strategy to improve the Force's service to the community. The document
which underpins this strategy is the Vision and Statement of Common
Purpose and Values launched in December 1996. Last year, the Force
underwent a cascading process of discussion groups involving each
member of the Force in identifying barriers to living up to the values.

The Research and Inspections Branch monitors inspections within police
formations and conducts thematic studies throughout the Force. It aims
to develop an effective, efficient and economic service which meets the
needs of the public. It has now included Value for Money studies which
will further improve service to the public. It 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.

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