Pledge to Server the Public
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- Last updated：2020-10-30
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It is now the time that government pursues administrative renovation and campaigns actively the reorganization, aiming at introducing effective management concept from private business. Upgraded management in quality helps to form customer-oriented administrative atmosphere. We are looking forward to working with abundant resources from the public, getting more participation from them, and pursing the benefits of the people as the guideline for making policies. As to correctional administration, in addition to implementing current policy, innovation to facilitate the public never ceased. Our ultimate goal is to serve with aggressiveness and enthusiasm and offering public-friendly services, expecting to build square image of correctional institute and exploring new era of innovation qualified team as well as superior efficiency.
2. Main Business:
(1). Detainment management: To realize responsibility system of on-duty staff, reinforce security check, continue on-job training of guarding staff, run random check on status quo, and set up internal audit items.
(2). Hygiene and safety: Strengthen prevention of contagious diseases, respective cure, inspection of urine, AIDS, sexually-transmitted diseases; also, conduct regular environment inspection to ensure safety of inmates and eliminate potential hazards.
(3). Administration: Continuous improvement for administrative performance whenever it is needed; promoting e-management of administrative business; simplify paper work and its processing time; accomplish distributed management to enhance efficiency.
(4). Auditing: Reinforce “ Anti-Bribe Program”, actively implement tasks related to official secrecy, maintain security check on sectors within facility, carry out auditing of property disclaimer of civil servants as well as performance review.
(5) Vocational Training: Continually offer vocational training matching market demands, training inmate skills for making lives after release.
(6) Moral Education: Emphasizing ethics counseling for inmates, intellectual guideline, behavior correction, and entertainment activities.
(7). Confidential Counseling: By adopting direct, indirect, or psychological evaluation to test characteristics and difference in personality of inmates, followed by making specifically tailored plan for each. Such plans are regularly scheduled for review to correct deviation from comparison against original ones. Information is widely searched and collected in an effort to build scientific and individual case study for better inmate handling and efficiency in treating. Realize re-born protection and living for inmates while they are out to prevent them from re-endangering the society.
(8). Supplement Education: To execute solidly enrollment students and record filing, continue pursue improvement of educational environment to enhance their willingness in learning, paving a path for continual education after they release from the institute.
(9). Facilitate Civil Service: Much more visitor-friendly information service and policy, expeditious handling of filed case and associated follow-up, simplified procedures, and reinforce community-friendly policy.
3. The following are the guidelines, upon which the institute relies to provide services:
(1). Discretion: Equal importance applies to all cases handled. Each case is tackled with aggressiveness and delicacy to help defendant for a satisfactory resolution.
(2). Professionalism: Strict internal professional discipline to train staff becoming master at relevant institution and protocols. It is to help fast response to questions from initiators, providing efficient and satisfactory service with accurate information.
(3). Bilateral Communication: Provide services to public with sincerity and amicable manner; abide by the ordinances when handling requests from initiator and euphemistically turn down inadequate ones otherwise.
(4). Reasonableness: Be reasonable and patient while responding to questions and statement from initiator. Have staff explain patiently to those who misinterpret the codes.
4. Direction of Services:
(1). Make annual plan according to agenda of the institute, actively carry out public services, and promote them.
(2). Offer integrated Automatic services, expand computer equipment, compile inmate database and their bonds, and expedite processing time.
(3). Provide 24-hour available services, covering cases sent by mail, by on-line, or drop-by visit. Beef up on-line Internet application and channel for inquiries.
(4). Combine resource from society to strengthen our services.
(5). Set up administrative mailbox (including e-mail account) for comments as a reference for future directions.
(6). Total Quality Service Upgrade: Provide training on attitude and professionalism in various appropriate occasions.
5. Provide face-to-face services for handling cases and applications:
(1). Filed cases:
I. On-call service: For cases filed within office hours, pickup services is offered and cases are handled with patience and seek for resolution right on the spot, if possible.
II. Cases presented by phone: For simply case, response is made in real time under audit survey system and the response is recorded. For complicated ones, notes will be made and sent to relevant departments for processing.
III. Information System: Set up audio inquiry system to direct them to dedicated window that family members can check with for visit arrangement and inmate status.
（IV. Written Response: All filed applications are passed through document management system and response time is within 7 (seven) days.
V. File minutes of interview sessions for bilateral communications between inmates and administrative body. Referenced comments are sent to relevant departments for guideline of improvement.
VI. The institute set up committee for settlement of complaints where complaints filed by inmates are justified disinterestedly.
VII. Cases filed by initiator are sorted according to their nature and initiators are greeted by management for face-to-face consoling and expedient process.
(2). Case handling:
Cases filed by the public by dropping by are processed on spot. Mailed cases once confirmed to be authentic are responded after they are completed.
6. Enhances convenient services for the public:
(1). Assign staff with professionalism in law and enthusiasm to greet and answer questions addressed on protocols.
(2). Provide public-friendly services:
I. Beautify reception center by putting up greens on the surroundings, providing bright and spacious environment and free rest room use.
II. Set up public phone booth and water fountain.
III. Elaborate service types, procedures of visit registration, and marked delivered items processing flow diagram with its processing time.
IV. Free application from for delivery application and samples for reference are exhibited.
V. Provide chairs, pen, and glasses for writing.
VI. Provide magazine and TV set in waiting room.
VII. Free parking for family member of inmates.
VIII. Construct English environment to provide quality of service to foreign visitors.
I. Set up mail account of director and follow up comments sent.
II. Set up administrative mailbox for innovative comments from the public.
III. Mailbox for comments and ethics are set within detainment facility for reflecting inmate’s opinions. Secretary of the institute together with staff from ethic department will collect them weekly.
IV. Monthly review meetings over cafeteria and daily living of inmates are held each and comments are guideline for future improvement.
7. Simplified case filing procedure:
(1). Sample of item delivery form is provided: Family members can follow it through, saving time. The form is updated for simplification.
(2). Shorten article or money claim procedure: If inmate appoints relatives/friends ton to keep the deposit or articles, paper reports need to be filled out where statement and name of relatives/friends are clarified. After approval, claiming is processed at the deposit sector of general service department.
(3). Shorten self-paid hospitalization process: If inmate files such request, doctors can be arranged to protect inmate’s rights once it is approved.
(4). Simplify application of hospitalization certificate: If such need from inmate is due to military service rally, change for dwelling record, emergency aid, or ID change, his/her family member can bring/mail any of above document to the institute so that the certificate is issued and mailed back in no time once the received document is authenticated, shortening traveling time of the public and the processing time.
(5). For specific inquiry from inmate and on behalf of them, the general service department can purchase class-B medicine for them.
8. Improved Visitor-Friendly Services:
(1). Simplified procedures for visit: For family members who apply for visit, the application is deemed valid as long as photo ID or national ID is provided. Preserved visit application is also available, reducing processing time due to double booking made by others family members.
(2). Visiting time: It is listed in bulletin of reception room for guest’s reference.
(3). Upgraded phone/on-line visit service:
I. In order to facilitate family of inmate living far or incapable of coming or for emergency matters, an IC-card public phone is set next to disciplinary squad and is open for application in case of the following takes place:
(A). Inmate, his/her grandparents, parents, spouse, or children who are serious ill.
(B). Inmate’s family suffers natural or sudden misfortune.
(C). Inmate’s nearest kin member or family cannot come due to long distance, feebleness, handicap, immaturity, or poverty.
(D). Emergency occurs to inmates and is in need of contacting with nearest kin member or family member for resolution.
II. Starting from January 1994, the institute follows instruction by Ministry of Law to start “On-Line Visit” service, offering more convenience to the public. Family of inmate benefits from using video conferencing equipment in closest correctional facility to visit inmate far away, sparing all the hassle from long trip fatigue. The service is available to the following cases:
(A). Visitors due to serious ill or handicapped not suitable for long distance trip.
(B). Visitors whose age is above 50.
(C). Inmate whose family incurred natural disaster, sudden misfortune, or other emergency matters.
(D). Inmates under supervision watch due to code violation are banned from phone or on-line visit.
(4). Regardless previous visit by other kin members, visit by inmate’s family in case of emergency is available based on humanitarian consideration.
(5). Holiday visit: The arrangement is made for those who cannot make it on weekdays and is available on the first Sunday of each month.
9. Improve environment of reception center:
(1). To enhance serving the public, environment cleaning is conducted in the morning and afternoon, including reception, toilet, and shower room, to form an orderly as well as bright outlook. In addition, facility such as public phone, hot/cold water fountain, writing podium, mailing slip, pen, far-sighted glasses, magazines, and religious books for family members to use.
(2). For each application, there are corresponding flow charts conspicuously posted in reception center to show step-by-step procedure, ID needed, available time for visit, extracted protocol related to visit and sample applications to which family member can reference, in a bid to reduce enquiring and processing time of visitors.
(3). Following protocols in effect, sent food by visitor is limited to 2 kg. A weigh scale is available in item dispatch room for pre-measurement to smoothen follow-up process, shorten waiting time, and upgrade quality of service.
(4). On observance of National Holidays or New Year Day, announcement of “Not Open” or “Open to Public” are announced publicly beforehand to avoid wasting visitors time.
(5). For those who are relocated or banned from visitors, immediate notification is made to his/her family to avoid wasting any processing arrangement and time by family members.
(6). Served meals are exhibited in reception center so that inmate’s family can have quick glance about how life is for inmates within the institution.
10. Flow diagram of handling letters, article delivery procedure:
(1). Process of handling Incoming and Outgoing Mails:
I. Outgoing Mail: Letters mailed by inmates are handed for registration card and checked by supervisor of the class; then, it is sent to for further check and sealing by disciplinary sector. After letters are registered in mail logbook and quantity check, they are sent centrally by general mail-process sector.
II. Incoming Mail: A centralized mail collector dispatches mails to disciplinary sector, to supervisor of each class for checking and registration card fill-out, then are handed to inmates.
(2). Processing Flow of Incoming and Outgoing Articles:
I. To enhance facilitation of the public, a service window is set up with assigned staff to process delivered articles, such as food and clothes, or answer relevant inquiries. Objects delivered should bear document as proof to service staff, stating relationship between addressor and addressee, followed by dispatch application form fill-out. After check and registration, the item is handed to inmate. For items forbidden, they are returned to visitors right on the spot.
II. If inmate asks for article delivery from family, application is filed. After approval, his/her family member can deliver according to list of articles. Without filing application or for items inconsistent to listed items, inmate is asked to cover return postage. Incoming articles are checked by dedicated personnel then handed to inmates.
11. Other Public Service:
(1). For those who are indigent and left alone, supervisor compiles monthly list to provide daily living needs.
(2). For education purpose, the institute advocates donation of books on the public to offer inmates opportunity of reading, instilling spiritual nourishment in the environment.
(3). To encourage behavioral amendment and adoption of social life, the institute at each festival invites various social groups for planning activities with good moral and educational meaning, giving inmates warn touch by the society.
(4). Barrier-free facility is set within the facility to provide handicapped inmates easy access to meet family members.
Please feel free to send us your comments on provided services so that we can follow through for immediate check. Your comments on the institute are most welcome so that the room for improvement can be filled.