Hong Kong Police Force
Serving with pride and care

Exemplary Services@Gov
2011

With changing times, the Hong Kong Police Force also faces rising public expectations. The Police can no longer solely focus on maintaining law and order but must also respect civil rights and maintain a professional image. "Facing new challenges is never easy. However, being dedicated to the same values inspires the entire force to bring even higher quality services to the public and always stay positive, even in the face of adversity," said Ms Ade Lam, Superintendent of Police of the Hong Kong Police Force's Service Quality Wing.

Working together to improve professionalism

Starting more than ten years ago, the Police have implemented various award schemes to enhance their professional services, leading to significant changes in the department's culture, said Ms Lam. Police now see themselves as not only law enforcement officers, but also as a part of a team that provides professional services. This drive for excellence is shared across the force; staff surveys conducted in 2007 and 2010 showed that over 90% of respondents agree that "serving with care" is a core value in their work.

In recognition of how much the force values "serving with care", the department has introduced a series of "Living-the-Values Workshops". By providing a platform for discussing daily challenges, the workshops help improve service quality and foster positive thinking within the force.

Serving with heart and moving with the times

In 2010, Living-the-Values Workshop themed "Professionalism in the Changing World", was kicked off and the department held a contest to invite staff to create videos that illustrate the core values of the Police and the importance of proactively addressing the public's needs.

The winning video featured the story of a young constable who, shortly after completing his police training, is scolded by someone who gets a ticket. This incident makes the constable so upset that neither his direct superior nor his family can console him. Finally, after reading the diary of his cancer- stricken father, who is also a police officer, the young constable understands the value of "giving one's best, no matter how difficult the situation". Deeply moved by this sentiment, the constable gains a new perspective on his job. In addition, the video received the Questar Awards' Corporate Internal Communications Gold Award, which recognises efforts to promote quality services.

The Police's commitment to serving the public has won both public and international recognition. According to quarterly opinion polls conducted by the University of Hong Kong's Public Opinion Programme, public satisfaction in police services increased from 67% in December 2009 to 71.6% in 2010.

In moving with the times, the Police have also enhanced its electronic service platforms. The Police's website now provides easily accessible information and services that underscore the Police Force's "serve with pride and care" spirit.

The Police have introduced a series of 'Living-the-Values Workshops' and promoted staff engagement through video-clip competition.
The Police have introduced a series of "Living-the-Values Workshops" and promoted staff engagement through video-clip competition.
Ms Ade Lam, Superintendent of Police said that the Police strive to enhance its professional services.
Ms Ade Lam, Superintendent of Police said that the Police strive to enhance its professional services.
The Police are dedicated to serving the community.
The Police are dedicated to serving the community.
The Police serve the community with 'pride and care'.
The Police serve the community with "pride and care".