Quality Assurance Division is committed to upholding the service standard of the Department, and more importantly, it initiates enhancement to cope with new challenges emerging from the changing society and penal environment.

One of our initiatives is the establishment of an information folder -- "Smart QA Info" on CSD Intranet which contains the common non-compliance observed during inspections and information on complaint handling. The initiative is aimed at striving for quality assurance and continuous improvement by knowledge sharing, as a learning culture has been cultivated in our teams.

I should say thanks to the commitment and perseverance of our staff, who are able to weather difficulties and see challenges as opportunities rather than threats. Colleagues who have contributed extra time and effort to make our new initiatives possible deserve a special mention.

Looking forward, we will continue to enhance the security and operational effectiveness and efficiency at penal institutions. We will also maintain our focus on professional training for our teams as the prerequisite for continuous improvement.

I hope you would enjoy sharing our experience in quality assurance as presented in this Chapter.

YEUNG Kwun-wah
Assistant Commissioner (Quality Assurance)

Inspectorate and Security Unit

A sniffing dog sniffs letters to prisoners for contrabands.

The Inspectorate and Security Unit is tasked with the role of advisory and monitoring of custodial activities with reference to current ordinances, rules, regulations and departmental policies. In executing the role, the Unit pays visits to institutions in the form of inspections, surprise visits and security checks. To facilitate monitoring and advising on all security aspects, the Unit operates a Central Intelligence Pool to collate information and intelligence collected by security officers in various institutions.

The Inspectorate Sub-unit is committed to providing systematic and high quality inspections to ensure that the departmental policies are being followed, rules and regulations duly complied with, approved practices and standards consistently maintained, and resources gainfully deployed to enhance efficiency.

The Inspectorate Sub-Unit had a busy year in 2007. It conducted a total of five full inspections, 10 thematic inspections, 18 follow-up inspections, 12 security inspections and carried out 14 surprise visits to various institutions.

Since the acquisition of the ISO 9001:2000 in 2004, the Inspection Sub-unit has been providing quality management service with internationally recognised standard. To strive for continuous improvement, the Sub-unit renders no hesitation in moving into top gear for further achievement in the years to come.

CSD officers inspect perimeter fences.

In the coming year, Inspectorate Sub-unit is preparing to launch a number of initiatives including a Scoring System for Full Inspection; uploading the common non-compliances observed during inspections to institutions onto the "Smart QA Info" – a specific column on CSD Intranet designed for experience sharing with institutional staff; a Training Attachment Programme for frontline Officers to participate in the inspections; and delivery of talks on inspections by QAD Inspectors at institutional monthly seminars.

The Security Sub-unit has made every effort to stamp out the smuggling of contraband into penal institutions, ensuring a drug-free environment for the safe custody of offenders. In 2007, there were 102 seizures of dangerous drugs, of which 101 cases (over 99%) were intercepted on the doorstep of institutions. In response to the growing trend on abuse of psychotropic drugs, the Security Sub-unit modified its tactics to enhance the capability of psychotropic drugs detection with the introduction of adequate reagents. To share professional knowledge with frontline staff, the Security Sub-unit took initiative to produce the reference manual and multi-media training kits on detection of dangerous drugs for training and reference of staff.

The Sub-unit will continue to conduct thorough security checks and reinforce intelligence network including intelligence exchanges with other law enforcement agencies to eradicate the smuggling of dangerous drugs into penal institutions.

The deterrence of gambling and illicit activities in correctional facilities is also an important mission of the Security Sub-unit for maintaining an environment conducive to the rehabilitation of offenders. Based on sound intelligence and frequent searching operations, any gambling and illicit activities are forestalled. In 2007, 87 joint searching operations, 212 special searching operations and 41 night raid operations were conducted in institutions with fruitful results. We believe that successful deterrence to gambling activities and illicit activities is a solid foundation for a peaceful and harmonious correctional environment conducive to the rehabilitation of offenders.

Looking forward, the Inspectorate and Security Unit will continue to upkeep the professionalism of its personnel through training relating to security intelligence, searching skills and inspection techniques. On a par with commitment to strive for efficiency, competence and quality of service, we are determined to attain a safe, secure and healthy environment for persons committed to our custody.

Thorough security checks eradicate dangerous drugs or prohibited articles being smuggled into prisons through hand-in items.

Complaints Investigation Unit

Appointed by the Commissioner of Correctional Services, the Complaints Investigation Unit (CIU) handles and investigates all complaints within its purview expeditiously, thoroughly and impartially under an ISO certified system. The findings are assessed by the Correctional Services Department Complaints Committee (CSDCC). The CSDCC also serves the discontented parties with re-examinations of their aggrieved cases while the Commissioner handles their further appeals.

The current ISO 9001:2000 standard adopted since 2002 emphasises customer satisfaction and continual improvement. Customer Satisfaction Surveys are conducted for measuring the level of both complainants' and complainees' satisfaction with the services of CIU in terms of mannerism, professionalism and efficiency. In 2007, the satisfaction rating was over 90%.

Institutional security officers detect prohibited substances concealed by a prisoner (top) and inside workshop equipment.

As an initiative for continual improvement, the CIU was preparing for the "Smart QA Info" with useful information on complaints statistics, recommendations as endorsed by CSDCC for service improvement as well as Cases of Interest. 

To strengthen communication with frontline staff, the CIU delivered five lectures to 94 middle managers from institutions participating in the Management Development and Training Programme for Mid-career Officers as well as two introductory talks to 25 attendees of Intermediate Command Course and 44 Officers under recruit training.

A total of 158 complaints lodged by prisoners and the public and 111 non-complaints were handled by the CIU during 2007. The CSDCC implemented 167 separate assessments of cases handled by the CIU on completion of investigation, with one filed case concluded as "substantiated" and two "substantiated other than reported". In the course of assessments, the CSDCC made 14 recommendations on corrective and preventive actions.

Management Services Unit

Security staff get ready for a searching operation.

The Management Services Unit assists in quality assurance by researching information technology and hi-tech equipment to improve the operational and security effectiveness. During 2007, the Unit developed for off-duty staff a remote access to the Standing Orders and Procedures on the Intranet, explored the applications of mobile phone detectors at target institutions, assessed the functionality of different models of drug detectors on the market, and studied the feasibility of applying GPS to the conveyance of prisoners.

The Unit conducted an overall review of visiting facilities for prisoners for striking a good balance between rehabilitation, operation and security, and set up a set of localised standards accordingly. The Unit also published a Work Improvement Team Handbook to equip the teams with relevant management skill, and refined the format of Departmental Plan to enhance the monitoring of the department's initiatives and action plans.

Relevant legislation under CSD's purview, departmental standing orders and operational manuals are constantly reviewed to bring in line with operational needs, as well as the demands arising from the changing environment in society. In 2007, the Unit carried out a holistic review of reception procedures and compilation of a comprehensive manual for reference and compliance by reception office staff.