I. Preamble

Currently, the government implements administrative reform and actively promotes the reorganization project. The purpose is to introduce corporate performance and shape a customer-oriented administrative culture through comprehensive quality management. In combination with abundant private resources and expanding social participation, the government comprehensively improves service quality. The interest of people is the ultimate goal of government measures. Based on the characteristics of correction institution, in addition to adhering to the above goals, the Prison continues to research and innovate various convenience measures. The Prison provides more convenient and warm quality services with active and dedicated service enthusiasm. The Prison establishes a new image of correctional institution and personnel, and also hopes to provide more convenience services and create a new prison administration era by a high-quality and efficient work team.

II. The main business of the Prison

1. Guard and Control Management. The Prison implements the duty responsibility system, strengthens safety inspection work, perennially educates the management personnel, reviews the current situation of guard and control management at any time, and establishes various management examinations.
2. Health care. To maintain the life safety of the inmates, the prison strengthens preventive measures and treatment of infectious diseases, implements urine, AIDS, and STD tests and supervises environmental sanitation and other operations.
3. Administration Business. The Prison constantly reviews and improves the administration business at all times, promotes administrative information management, simplifies official document processing procedures and implements hierarchical accountability measures to improve administrative efficiency.
4. Government Ethics. The Prison implements the “Anti-Corruption Action Plan,” actively processes the maintenance of official secrets, implements the safety maintenance of the institution facilities, processes the property declaration, review, and inspection matters of public officials of the institution, and reviews various business implementation efficiency, etc.
5. Work and Skill Training. The Prison strengthens Self-run business and strives for cooperation with technical manufacturers, so that inmates can develop a habit of industriousness and have a good skill after leaving prison.
6. The Prison strengthens moral counseling, knowledge counseling, behavior assessment and cultural and recreational activities.
7. Investigation and Classification. The Prison definitely uses direct and indirect investigation methods and psychological testing tools to study the individual differences and characteristics of the inmates to draw up individual treatment plans and regularly reviews and corrects deviations from the original plan. The Prison extensively collects data and establishes scientific and individualized case data to facilitate the treatment and discipline of the inmates. The prison implements assistance for rehabilitation protection, placement, and nursing of inmates when they leave prison to prevent re-offending and maintain social security.
8. Good-neighborly Work. The Prison strengthens desk operations and service measures, implements the process of applications and petitions, simplifies visit process, and definitely implements the measures of good-neighborly relations.

III. The Prison upholds the following service principles to serve the public wholeheartedly.

1. Prudent Process Principle. Regardless of the size of the service cases, all cases should be equally valued. The Prison is cautious and proactive and tries to think for the parties so that their difficulties can be satisfactorily resolved.
2. Professional Process Principle. To ensure the regulation application is appropriate, personnel can answer questions immediately and provide fast service and so people can obtain correct and satisfactory answers in the shortest time, the Prison strictly requires the personnel familiar with and researches related systems and regulations.
3. Two-way communication principle: The Prison processes the work of serving the people with a sincere and kind attitude. Strictly abide by the laws and regulations. The Prison will try to assist in solving the legal requirements of the parties, and euphemistically explains the illegal requirements of the parties.
4. Adopt the empathy principle: The Prison recognizes the people’s mood, patiently explains in detail the inquiries and statements, and tries its best to listen to the people’s complaints about the injustices in their heart. If there is a misunderstanding of the law, the personnel are required to explain in a more tactful manner.

IV. Our service direction

1. According to the annual and administrative work plan of the Prison, the Prison actively processes the service projects for the people, and implements the promotion and implementation.
2. To provide integrated services to speed up the processing, the Prison promotes the automation of convenience services, prepares the computer equipment, and establishes a complete personal data and custodial money of the inmates.
3. For applications submitted by mail, telephone, and in person, they will be processed immediately, and the processing process will be simplified. The Prison strengthens its online application and inquiry and provides 24-hour non-closing services.
4. The Prison combines with various resources from society and strengthens the service process for the people.
5. The Prison sets up an administrative innovation mailbox (including e-mail) to receive suggestions from society as a reference for work promotion.
6. The Prison comprehensively improves the quality of service, uses various gatherings or perennial education and appropriate opportunities to implement professionalism and service attitude training in a timely manner.

V. The Prison directly provides services to the public and processes complaints and applications from the public quickly.

Complaints

• On-demand service. When people come to the Prison to submit complaints and petitions during working hours, the Prison should assign designated personnel to personally receive them and listen patiently to their complaints. If the complaints and petitions can be processed on the spot, they will be processed promptly.
• Service to complaints submitted by telephone: For complaints submitted by telephone, if the case fact is simple and can be answered on the spot, the processing personnel will kindly and appropriately answer them; and if the case fact is complicated, the call should be recorded and referred to the relevant section to process in accordance with the time limit.
• Consultation service: The Prison sets up a voice inquiry system and designates dedicated personnel to answer it. For family inquires related to the visit and the relevant information of the inmates, they will be quickly explained in detail.
• Written response: The complaints submitted in writing are included into the official document management system and fully controlled. The Prison urges the responsible personnel to respond within the time limit (in 7 days).
• In order to allow the inmates to express their opinions through two-way communication, the Prison will record the interviews of the inmates released from the prison by a dedicated unit. If the suggestions can be used as a reference, they should be referred to the relevant sections as the basis for improvement.
• The Prison has established a complaint processing committee for inmates. When an inmate is dissatisfied with the punishment, they will be referred to the committee for an objective and fair treatment.
• Complaint cases submitted by people will be kindly served by the chief of the section designated by the secretary according to the content of compliant. The chief of the section will listen to the complaints patiently and process them promptly.

Application Case

• Applications submitted by people to the Prison in person can be processed on demand. After verification, application by mail will be mailed back to the applicants.

VI. Strengthen the convenience measures of the service office

1. Appoint personnel with legal professional knowledge and enthusiasm to process the visit, to answer laws and to conduct other convenient measures.
2. Provide various convenience measures
   • Surrounding environment of the visit area is green garden landscaping. The Prison provides a five-star toilet environment, sets up art windows to display the creations of the inmates, is decorated with Chinese and Western paintings and calligraphy to create a warm and artistic atmosphere in the waiting area, and provides high quality services to people who visit the inmates in prison.
   • Installation of public telephones, hot and cold water dispensers and post office ATM.
   • Installation of the diagrams of processing flow of service item, visit registration and sent articles and the processing time limit.
   • Display the standard example of sent articles application, print the sent article application and provide the application for free.
   • Provide desks and chairs, ball pens, reading glasses and other tools for writing.
   • TV, books, newspapers and magazines are placed in the waiting room for watching and reading.
   • Construction and completion of the English-language labeling in internal environmental facilities to provide high-quality services for foreign visitors.
3. Suggestions are welcome.
   • Set up the chief’s mailbox and conduct opinion surveys.
   • Set up an administrative innovation mailbox to receive innovative suggestions from the public.
   • There are suggestion boxes and government ethics boxes in the guard and control areas for inmates to provide their opinions. Those boxes will be opened every week by the Prison’s secretary in conjunction with officers in the Government Ethics Office.
   • The Prison convenes a monthly review meeting on the life and diets of the inmates and listens to suggestions as a reference to improvement.

VII. Simplification of the processing flow of application case.

1. Provide standard example of sent article application to family as a fill-in reference. Simplify the content of the application form to save the family the time to fill in and make the processing flow smoothly.
2. Shorten the process for application to return the money and articles. If the inmates appoint relatives and friends to receive the custodial money and articles, the inmates must write a report stating the reasons and the names and relationships of the designated relatives and friends. After approval, they will be sent to Custodian Unit, General Affairs Section for custody and get ready to be returned.
3. Shorten the process of self-financed medical treatment. If the inmates want the medical treatment at their own expense, the inmates can submit an application. After approval, the inmates can contact a doctor for diagnosis and treatment, so as to ensure the inmates’ medical rights.
4. Simplify the process of the application for proof of incarceration. For those who need to apply for proof of incarceration for military service, change of household registration, emergency relief, change of certificate, and other reasons, the inmates’ family can bring or mail the abovementioned relevant documents to the Prison, and after the responsible personnel verify that those documents are true, the responsible personnel write on the proof of incarceration. After approved and chopped, the proof of incarceration can be issued or sent back immediately. This will shorten the process and release family from traveling back and forth.
5. Due to special factors, inmates may apply for the purchase of Class B medicines by the General Affairs Section of the Prison.

VIII. Strengthen the visit services

1. Simplified visit process. Family, relatives or friends of the inmates apply for visit; if they do not bring their identification documents but have all other documents that can prove their identity, they are allowed to register for the visit. The Prison provides appointment services to eliminate the situation where people runs in vain because other relatives and friends of the inmates have already applied for visit.
2. Shorten visit Waiting Time. There are many inmates in the Prison and therefore there are a lot of visitor families too. To avoid visitors waiting too long, the Prison set up 26 visit windows. The visited inmates will be separated into 3 batches in turn to shorten the waiting time for families.
3. The start and end time of visit registration for the inmates’ families will be announced on the bulletin board of the visit room for their reference.
4. Strengthen telephone and remote visit services
   • In order to facilitate the inmates’ families who cannot apply for visit due to some reasons or remote distance or to facilitate inmates who urgently need to contact them due to special circumstances, the Prison sets up 3 sets of card-type public telephones in the guard and control area (including external sub-prison camp). Those people who meet following the circumstances can apply for telephone visit.
     (1) Inmates or their grandparents, parents, spouses, and children who are currently suffering serious illness. (2) Those whose family has suffered natural disasters or major changes. (3) Those whose nearest relatives or family cannot come to visit due to remote distances, old age, physical frailty, disability, young age, or poverty. (4) The inmates have other emergency situations and must contact the nearest relative and family immediately to resolve the situation.
   • To achieve the purpose of serving people, the Prison started to process “remote visit” from January 2002. The Prison provides inmates’ spouses and relatives of remote distance (for whom is it inconvenient to go to the correction institution where the inmates are located) remote visit at a correction institution that is convenient for them (for example, if they lived in Taipei, they could visit the nearest Taipei Detention Center) and use video equipment to process the visit. This enables inmates to repent and improve in the correctional institution through receiving care and encouragement from their family by remote visit.
5. Relatives or family of the inmate who come to the prison for urgent matters or from a remote distance, but because the inmates have been visited by other relatives and friends, if the situation is confirmed by investigation, then the visit number of the inmates could be increased.
6. Providing holiday visit service. In order to facilitate people who are unable to visit during working days due to work or school, the Prison processes visits on every first Sunday of each month.

IX. Improve the environment of the visit and waiting area.

1. In order to strengthen services to the people, in addition to dispatching personnel to maintain the cleaning work of the service area, waiting room, visit room and toilet twice in the morning and afternoon respectively to create a clear, orderly and beautiful image, the Prison installs public telephones, air-conditioning, hot and cold water dispensers, visit desks, sent-article form, pens, reading glasses, books, newspapers and magazines, laws and regulations, religious propaganda books and other facilities for family use or reference.
2. In the obvious place of the Prison’s visit room, there is labeling of various processing procedures of application, various service items, required documents for application, visit time, excerpts of relevant laws and regulations and standard application examples for families to reference. They can be clear at a glance to the family who comes to processing the visit, so as to reduce the inquiry time for the public.
3. In order to facilitate the inmates’ visiting families and let them know their visit echelon to avoid the trouble of waiting in line and inquiries, the Prison sets up a system for announcements of the echelon number of visit, voice and number drawing system in the visit room so the family can wait in order to avoid congestion.
4. In order to comply with laws and regulations, the family can send a maximum of 2 kg of food each time. The Prison specially sets up scales at the delivery place for families to test the weight first, so as to smooth the inspection work, shorten the waiting time for the family and improve the quality of service.
5. The “electronic bulletin board” set up at the top of the registration place of the visit room provides various administrative information and informs the people and families who come for the visit.
6. Whether the Prison will “Stop” or “Proceed for visit as usual” on New Year’s Day or Memorial holiday should be announced in advance to avoid futile round trips for the inmates’ families.
7. For transferred inmates or inmates who are prohibited from visiting due to violation of regulations, the Prison should immediately notify their family and provide a list (call sign) of inmates who cannot be visited on the day in the visit room and in the visit instant message on the homepage of the Prison’s website to avoid futile round-trips when coming to the visit.
8. The waiting room sets up a living area of inmates, food display cabinets, so that the family can understand the living conditions of the inmates.
9. The waiting room builds up breastfeeding rooms, barrier-free toilets and children’s play areas and other friendly spaces and sets up caring service bells, sphygmomanometers and wheelchairs to provide appropriate assistance

X. Processes for processing correspondence sent-out and received-in and articles received-in.

1. Processing flow of mail sent-out and received-in
   • Mail sent-out process. The mail sent by the inmates is first handed over to the premises for registration card, and the content is reviewed by the premises supervisor. It is then provided to the Educational block for inspection, to the Guard and Control Section for internal inspection and sealing, registered in the mailing register, then, after counting the mail sent, handed to the mail room for unified mailing.
   • Mail received-in process. The mail will send the inmates’ mails to the Guard and Control Section and sub-send to respective Educational blocks via the mailing room. The premises supervisor checks the contents of the received mail and registers it on the receiving mail card, then delivers the mail to the inmates.
2. Processing process of delivery-in and sent-in articles
   • In order to strengthen the convenient service for the public, the Prison has equipped appropriate manpower in the service window to improve the quality of desk service, to make it more convenient for the visitors to send food, clothing and to provide related responses to inquiries. The articles sent in should be presented to the service staff with supporting documents, explaining and confirming the relationship with the sender and inmates, and a completed sent-in articles application form before they can be delivered to inmates after checking and registration. Articles that do not comply with the regulations will be brought back by family on the spot.
   • When the inmates want to ask the family to send articles, the inmates should submit a mailing packing report form. After approval, the inmates send their family to send articles in according with the articles listed on the report. If there are articles that have not been applied for or articles sent in do not match the application articles, the inmate shall pay the postage and return it. The sent-in articles will be checked and registered by the designated personnel and then delivered to the inmates.

XI. Other services for the people

1. For deprived and unattended inmates, the premises supervisor regularly makes a catalog and provides free daily necessities to benefit the inmates.
2. In order to educate the inmates and to achieve the goal to imperceptibly influence the inmates, the Prison widely requires the public to donate books for inmates to read.
3. The Prison dispatches the Out-of-prison labor squad to sort out and clean the roads around the Prison, trim road trees, dredge ditches, and maintain environmental sanitation.
4. In order to enable the inmates to repent and adapt to social life, the Prison uses various folklore festivals and various social groups to host various types of activities that are rich in education and teaching, so that the inmates can also feel the warm side of society.
5. The Prison is equipped with barrier-free facilities, which can be used by inmates with limited mobility to meet their family.

XII. Conclusion

If you find any deficiency in our services, you are welcome to tell us – we will process or correct it as soon as we can. If you have any innovative suggestions for our Prison, please feel free to let us know and give us an opportunity to improve and grow.

Our address: No.132, Yongfeng Road, Yongfeng Village, Zhutian Township, (911) Pingtung County

The hotline for public inquiries to visit and process for visit appointments: (08)7785248 and (08)7785438 Ext.814, 815.

If you want to apply for a visit appointment online, you can log into the website of the Ministry of Justice to make the application.

Roster Management Section of General Affairs Section:  (08)7785438 Ext.218.

visit Service Desk:  (08)7785438 Ext.818

Public opinion mailbox: ptpmail@mail.moj.gov.tw

The Prison website: https://www.ptp.moj.gov.tw/