Keelung Prison Service to the People White Paper

I. Introduction

This "Service to the People White Paper" is our commitment to the inmates and their families. We firmly believe that only by providing services that meet the needs of inmates and their families can we truly achieve the goal of serving the people. We have confidence in further enhancing the quality of our services and upholding the service philosophy of "customer first" to fulfill our work objectives.

II. Main Services

1. Correctional Services: Provide inmates with educational and vocational training, cultural enrichment, legal education, religious instruction, drug rehabilitation counseling, and healthcare, aiming to encourage repentance, eliminate bad habits, acquire skills, develop a law-abiding mindset, and reintegrate into society as law-abiding citizens. The following are the details: (a) Moral education: Including legal education, civic training, national morality, military training, sports activities, recreational activities, and labor services, emphasizing the holistic development of virtues, intellect, physique, and group participation. (b) Life guidance: Emphasize the management of inmates' daily lives, encourage them to value relationships with others, respect others, and maintain a disciplined lifestyle, thus becoming responsible citizens. (c) Educational programs: Provide collective, categorical, and individual education and offer primary and advanced remedial classes based on inmates' educational background. Also organize self-study assessments. (d) Skills training: Provide skills training based on inmates' educational background, interests, physical abilities, talents, and preferences. Currently available programs include computer classes, local cuisine cooking classes, coffee-making classes, energetic breakfast classes, and cold/hot beverage preparation classes. (e) Medical services: Sign medical support agreements with nearby hospitals, assign doctors to provide medical services, conduct infectious disease screening, and provide health education training.

2. Service to the People: All matters related to inmates are considered service targets, with a primary focus on serving the families of inmates. In line with the principles of convenience and service, our staff members provide fast and efficient services for family members in handling various matters. Substitute servicemen are available to assist families with visitation, consultations, and guidance. Through friendly and considerate services, we hope to help family members understand our prison's sincere efforts in rehabilitating inmates and to encourage collaboration between family members and the correctional units, working together to promote repentance and reduce recidivism.

III. Principles of Service to the People:

1. Principle of Prudent Handling: Regardless of the size of the service to the people cases, they are treated with equal importance and handled prudently. With a proactive and positive attitude, efforts are made to consider the parties involved and ensure that their difficulties are resolved satisfactorily.
2. Principle of Professional Handling: Staff members are strictly required to be knowledgeable about relevant systems and regulations, enabling them to provide immediate and efficient service by promptly answering questions and providing accurate and satisfactory responses to the parties involved.
3. Principle of Two-Way Communication: Service to the people work is carried out with a sincere and friendly attitude, strictly adhering to legal provisions. Legitimate requests from the parties involved are assisted to the fullest extent possible, while illegitimate requests are tactfully explained.
4. Principle of Empathy: Understanding the feelings of the parties involved, patient and detailed explanations are provided in response to their inquiries and complaints. Efforts are made to listen to the parties involved and address any misunderstandings of the law with patience and tact.

IV. Our Service Direction:

1. Promoting automation in service to the people, enhancing computer equipment, establishing integrated operations for comprehensive information such as inmate registration and custody funds, and providing streamlined services to expedite processing.
2. Actively understanding public opinion, conducting research, and planning innovative service measures, integrating social resources to carry out service to the people.
3. Setting up suggestion boxes to gather feedback and suggestions from various sectors, giving importance to public innovation proposals and petition cases.
4. Establishing a prison website to provide convenient online application procedures for the public and their families.
5. Providing a 24-hour voice inquiry service system to offer round-the-clock access to prison-related information for the public.
6. Enhancing service attitudes, improving staff's professional knowledge and skills, telephone etiquette, and service attitude through training.

V. Assessment of Our Service Quality:

1. Based on the "Periodic Assessment Work Plan for Ministry of Justice Service to the People," improve the facilities in the waiting rooms for family visits, strictly require efficient work, service attitude, and telephone etiquette of colleagues.
2. Implement periodic, unannounced assessments of prison staff in accordance with the "Implementation Plan for Regular Assessment of Service to the People in Ministry of Justice Affiliated Agencies."

VI. Directly Provide Services to the Public:

1. Promptly handle petitions and applications from the people. (a) Petitions: ※ On-the-spot service In order to strengthen service to the people and properly handle petitions and appeals, the prison will promptly notify the duty personnel to accept and cordially receive individuals who come to the prison during working hours at the service counter in the visitation room or by the main gate. We will patiently listen to your petitions and if the case can be resolved immediately, it will be promptly handled. ※ Consultation service For cases that cannot be resolved on the spot, the parties will be informed and the cases will be promptly transferred to other relevant units for processing or referred to other legal service organizations for assistance. ※ Telephone petition service For telephone petitions, if the case is straightforward and can be answered immediately, the handling personnel will provide a friendly and prompt response. For complex cases that cannot be answered immediately, written petitions are recommended, with a specified deadline for processing. ※ Written responses Written petitions will be processed in accordance with the provisions of the "Guidelines for Handling Petitions by Administrative Agencies." Despite limited manpower, efforts will be made to ensure that the handling personnel provide appropriate responses within seven days from the date of receipt.

   (b) Applications: ※ Timely responses Applications will be processed and replied to within seven days from the day after acceptance as a principle. If the deadline cannot be met due to certain circumstances, the applicant will be informed in writing in advance.

2. Simplify the processing procedures for applications in the prison. (a) Simplify the registration forms for visits and delivery of goods, reduce registration time, and streamline the processing flow to enhance service quality. (b) Shorten the procedures for retrieving money and items. If an inmate designates a relative or friend to retrieve their stored money and items, they need to submit a written report stating the reasons and specifying the name and relationship of the designated person. After approval, the report will be forwarded to the storage section for processing, thus shortening the procedure for the convenience of the public. (c) Simplify the procedures for visits by cohabiting individuals of Level 4 and unclassified prisoners. Previously, cohabiting individuals of Level 4 and unclassified prisoners were not allowed to register visits. To meet the needs of the public and facilitate the rehabilitation and stabilization of prisoners, the application process has been simplified. The prisoner only needs to provide a consent letter from both parents of the visitor, proof of residency for both parties, and after approval, visits can be registered without the need for repeated applications. (d) Simplify the procedures for obtaining proof of imprisonment. When an inmate or their family member needs to apply for proof of imprisonment, the inmate can write a report in advance, and after verification by the handling personnel, the proof of imprisonment can be prepared and stamped. The family member can then collect it from the prison or have it mailed by the inmate, saving time and money by eliminating unnecessary trips.

3. Strengthen visitation services. (a) Simplify the visitation process. Applicants for visitation by family members of inmates need to present sufficient identification documents for verification before proceeding with the visitation. (b) Utilize technology to enhance communication device visits. (c) Provide visitation services on holidays. In order to facilitate visits for people who cannot come during regular working or school days, visitation services will be available throughout the day on the first Sunday of every month.

4. Improve the environment of visitation and waiting areas. (a) In order to enhance service to the public, in addition to keeping the waiting and visitation rooms clean and hygienic, various facilities such as public telephones, air conditioning, hot and cold water dispensers, writing counters for visits, paper, pens, newspapers, magazines, legal information publications, and televisions will be installed for the use of inmates' families. (b) Clearly indicate the processing procedures and time limits for various application items in the visitation room and clearly mark the service items, required documents for application, the process of visitation operations, and the time limits for processing. Application examples will be provided for reference at the service counter, allowing visitors to have a clear understanding of the process and reducing the time spent on inquiries. (c) Enhance the hardware and software facilities in the visitation room. ※ To facilitate family members who visit the prison, a visitation registration number display and a computer screen displaying the visitation sequence will be set up outside the visitation room. This will allow family members waiting outside the visitation room to clearly see their visitation order and avoid overcrowding and confusion. ※ Facilities such as a "bulletin board" will be set up outside the visitation room to provide information on administrative matters related to the prison, informing the visiting public and their families. ＊Important information or visitation hours during national holidays will be announced in advance on the bulletin board and published on the institution's website to prevent unnecessary trips by the public. ＊For inmates who are unable to receive visits, their numbers will be announced in advance on the prison's website, saving their families unnecessary trips.

   5. Streamline the process of handling incoming and outgoing letters and the delivery of items to the prison. (a) Processing procedures for incoming and outgoing letters: ※ Outgoing mail process: Letters sent by inmates are first handed over to the unit for registration on a mailing card. The unit supervisor checks for any prohibited items and then sends the letters to the chaplaincy for further inspection. They are then sent to the custody department for registration and finally mailed out by the mailroom. ※ Incoming mail process: Mail addressed to inmates is first delivered to the general affairs section's mailroom, where it is registered and then sent to the respective chaplaincies for inspection for any prohibited items. After inspection, it is delivered to the unit and handed over to the inmates.

      (b) Processing procedures for item delivery: To enhance convenience, the prison has set up service windows based on staffing and equipment availability to improve the quality of counter services, making it convenient for visitors to send food, clothing, or make related inquiries. Visitors should present identification documents to the service personnel and fill out an application form for item delivery. After inspection, the items can be delivered.

   These measures aim to improve the efficiency and quality of services provided directly to the public, simplify procedures, enhance communication, and create a more convenient and user-friendly environment for inmates, their families, and the visiting public.

VII. We Welcome Your Feedback

If you have any suggestions or feedback regarding our services, we would love to hear from you. We will promptly handle your input and consider any innovative ideas or recommendations for improvement. Please do not hesitate to share your thoughts with us. ※ Our Address: No. 199, Dongguang Road, Xinyi District, Keelung City 201, Taiwan. ※ Our Phone Numbers: - General Affairs Division: +886 2 2465-1146 (Operator) - Nationality and Registry Division: +886 2 2466-0019 - Custody Division: +886 2 2465-1146, ext. 219 - Security Division: +886 2 2456-4561 - Ethical Conduct Office: +886 2 2465-8883 - Appointment Registration: +886 2 2465-1146, ext. 292

※ Our Website: https://www.klp.moj.gov.tw

※ Our Public Opinion Email: klpmail@mail.moi.gov.tw If you have any questions, you can directly contact us through this email address. We will promptly respond to your inquiries or forward them to the relevant department or agency for further assistance. We sincerely appreciate your feedback. Thank you!