During the year, the force carried out a Customer Service Improvement Project to enhance the quality of service provided to the public through various police station improvement works and improved service delivery processes. The force also formulated a strategy to integrate its external and internal opinion surveys to annually provide management with both external and internal customer feedback on areas of concern relating to law and order and perception of force performance.

          In 1998, 2 908 complaints were received. This represented a decrease of 29 cases, or one per cent compared with 1997. Over 98 per cent of the complaints came from people either involved with, or subject to, constabulary action. Complaints of neglect of duty and conduct or manner made up the majority of cases, or 78 per cent of total complaints. Investigations into 2 586 cases were completed and endorsed by the IPCC. In all, 1 120 cases were classified as 'withdrawn' or 'not pursuable', representing 43.3 per cent of the total; and 798 cases or 30.9 per cent were dealt with through an Informal Resolution Scheme. The Substantiation rate for complaints fully investigated was 16 per cent. A total of 38 police officers were disciplined with offences resulting from complaints from members of the public and 18 as a result of internal supervision action.

          The CAPO is also responsible for advising force members on how complaints may be prevented. Throughout the year, lectures and seminars on complaint prevention were organised for JPOs. In close consultation with the IPCC, the CAPO introduced a range of mesasures to further enhance the transparency and credibility of the existing complaints system. The CAPO Performance Pledge, published in August, sets out the standard of service the public can expect from the CAPO after making a complaint against police.

Civilian Staff

A civilian establishment of more than 6 100 in 57 different grades is deployed throughout the force, representing about 18 per cent of its the total manpower. They play a vital role by performing a wide variety of functional duties to support police operations. Although not directly involved in frontline crime prevention and detection, their dedication and commitment contribute to the force's strive for excellence.

Training

To help officers at all levels carry out a broad range of police functions efficiently, effectively and economically, police training mainly focuses on developing the officers' knowledge, skills and confidence. Considerable emphasis is also placed on developing a more customer-oriented training philosophy and on cultivating a strong learning ethos so as to motivate officers to fully develop and enhance their professional abilities.

          Most police training is designed and provided by the force using its own resources, supplemented by overseas training when appropriate. Newly recruited constables and inspectors attend 27-week and 36-week residential courses, respectively, at the Police Training School at Wong Chuk Hang.

          New recruits have to study criminal law, police and court procedures and current affairs. They also receive training on the use of firearms, foot drill, physical fitness, self-defence, first aid, swimming and lifesaving and are required to reach similar standards regardless of sex, rank and age. They attend training in tactics for potentially dangerous situations, including instruction in strategy, the use of physical and firearms defensive skills and resistance control. They must also take a computer aptitude test to keep pace with the continuing modernisation of the force, through automation and computerisation.

          The promotion and development course provided training to 3 700 officers in 1998 while the Probationary Inspector training course syllabus is undergoing a systematic review. The Higher Training Bureau provides in-service management training through three levels of command course for inspectors who have served four years in the rank, newly-promoted Chief Inspectors and Superintendents respectively.

          The Weapons Training Division conducts international-standard firearms and tactics training. Core training focuses on the annual revolver courses which have been upgraded steadily to require a 75 per cent qualification score with effect from 1999.

          The Detective Training School runs courses to provide the knowledge and skills needed to investigate serious crime, vice, gambling and dangerous drugs.

          The Police Driving School trains about 1 800 officers each year, with emphasis on defensive driving. It runs its own independent examination and testing unit to maintain standards. All licensed officers are retested at regular intervals.

          The Auxiliary Training Division conducts training for auxiliary officers, including recruit constable courses, annual camps, promotion courses, on the job training, and law and procedure training.

Recruitment

The number of applications for inspectorate posts was 4 073 in 1998, compared with 2 796 in 1997, and 143 were appointed as Inspectors. Another 36 serving officers were promoted from within the ranks. Recruitment at the constable rank remained satisfactory with 1 477 recruits out of 15 583 applicants.

Awards

Following the establishment of the SARG, a new system of honours and awards has been established. One officer was awarded the Bronze Bauhinia Star and one received the Chief Executive's Commendation for Government Service. The Hong Kong Police Medal for Distinguished Service was awarded to one officer and 21 officers received the Hong Kong Police Medal for Meritorious Service. In recognition of long and loyal service, 929 officers were awarded the Hong Kong Police Long Service Medal after 18 years of continuous police service, 640 officers the 1st Clasp to the medal after 25 years' service, 249 officers the 2nd Clasp to the medal after 30 years' service and 358 officers the 3rd Clasp to the medal after 33 years' service. Among the civilians, 116 officers were awarded the Long and Meritorious Service Certificate and 30 officers received the Long Service Travel Award.

Promotions

Promotion prospects in the force remained healthy. In 1998, 31 officers were promoted to the rank of Senior Superintendent and above, 11 Chief Inspectors and 19 Senior Inspectorss to Superintendent and Chief Inspector respectively, 12 Station Sergeants to Inspector, 58 Sergeants to Station Sergeant and 304 Police Constables to Sergeant. Within the civilian grades, 33 general grade and 19 departmental grade officers were promoted.

          During the year, some 246 disciplined officers retired from the force. Among them, 15 were invalided out, 219 resigned, 21 were transferred to other departments, and 23 were either dismissed or had their services terminated. Likewise, 326 general grade and 99 departmental grade civilian staff left the Force.

Welfare

The Personnel Services Branch provides a wide range of support services to force members and their families, including personal and family welfare, psychological consultations, assistance with retirement, sports and recreation facilities and activities, catering and the allocation and maintenance of departmental quarters. These are augmented by the Police Welfare Fund, which derives its income mainly from public donations.

          During the year, branch staff conducted 4 548 casework interviews, and paid 7 400 visits to sick and injured officers in hospital or at their homes. These were supported by a programme of Family Life Education with emphasis on the importance of improving the quality of family life.

          Psychological counselling services are provided to force members and their families. With an increasing demand for these services, two additional Clinical Psychologists joined the force in October, with an additional post to be created in early 1999. This will bring the total strength of the unit to one Senior and five Clinical Psychologists. It will allow the opening of a full-time office in Kowloon to improve the accessibility of these services, and the implementation of plans for increasing the training and education in stress management for all officers.

          The Police Catering Division underwent a major review during the year. Most food preparation duties have been contracted out to the private sector. The division's principal role is to oversee the introduction of modern catering practices in police canteens and constantly supervise contractors to ensure the hygiene standard. It will continue to arrange catering for officers involved in major crowd control and emergency situations.

Force Housing

The Police Quartering Division allocates and manages some 11 622 quarters for JPOs and 647 for inspectorate officers.

          A fast track plan was announced during the year to redevelop 3 000 old quarters of a lower standard on five major sites and replaced them with modern new flats to be built on four other sites, mainly in Kowloon. These flats will be ready for occupation in 2001. The existing sites will then be released for redevelopment.

          To promote home ownership amongst JPOs, a pilot scheme was launched in late 1998 under which an additional 218 Home Ownership Scheme flats were made available for allocation to members of the Force.

Hong Kong Auxiliary Police Force

The Hong Kong Auxiliary Police Force (HKAPF) comprises volunteers from all walks of life and has a proud history dating from its establishment in 1914. At the end of the year, its strength stood at 5 454.

          Traditionally, the main function of the auxiliary force was to provide a trained manpower reserve in internal security situations and civil emergencies. It also took part in crowd management at festivals and large scale public events. In the early 1970s, public disquiet at a deteriorating crime situation and difficulties in maintaining the regular force's strength led to an expanded role for the HKAPF in supplementing regular officers in 'watch and ward' duties. These include crime prevention, crowd control, traffic control, operational duties, communication and community relations. The average daily turnout of the auxiliary force for 1998 was 538 officers.