This is the first review since I took up the post as Assistant Commissioner in this Division. Upholding service standard and enhancement of service quality in our penal institutions is at the heart of what we do. 

The year under review was another challenging and rewarding one, the Quality Assurance Division continued to surge ahead in maintaining service standard and also pursued our enhancement agenda. Ensuring compliance with standards right across the service will help contribute towards achieving the ends as laid out in our Vision, Mission and Values. The Division has also embarked on new initiatives relating to knowledge dissemination and sharing as well as ensuring a safe penal environment.   The Division has been exploring the application of advanced technology to improve the efficiency of prison management and to strengthen security control. The achievement of the Division would not have been possible without the concerted efforts of our dedicated and professional staff. I wish to thank them for their commitment that has been instrumental in helping the Division succeed.

In the coming year, we will continue to build upon the strong foundations established over the past and lead our efforts to further advancement. To cope with new challenges emerging from a changing society and penal environment, we will endeavour to strengthening our service quality through operational processes reengineering, organisation review and adopting innovative approach to employ technology in heightening our efficiency as well as identifying best practice for the operation of the Department.

Inspectorate and Security Unit

The Inspectorate and Security Unit is playing the role of advisory and monitoring of custodial activities with reference to current ordinances, rules, regulations and departmental policies. In executing its role, the Unit conducts inspections, surprise visits and security checks to respective institutions. To facilitate monitoring and formulating strategies on all security aspects, the Unit operates a Central Intelligence Pool to collate information and intelligence from institutional security officers.

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

Security personnel use a variety of devices to enhance the detection of drugs and contrabands.

To strive for continuous improvement, the Inspectorate Sub-unit launched several initiatives in 2009, including the creation of hyperlinks of “Inspection Checklist” on CSD Intranet for real time access to the updated HQ memos/instructions and the provision of seminars for frontline staff on works-related non-compliance with Hong Kong Correctional Services Standard. In February 2009, the Inspection Sub-unit obtained the new accreditation of ISO 9001:2008 in place of ISO 9001:2000 obtained in year 2004. The new version emphasises on risks assessment and helps enhance service quality in the process of inspection.

In response to the alarming upsurge of drug abuse in the community, the Security Sub-unit made every effort to stamp out the smuggling of contrabands into penal institutions, ensuring a drug-free environment for the safe custody of offenders. In 2009, there were 188 seizures of suspected dangerous drugs, of which 186 cases (over 99%) were intercepted on the doorstep of institutions. To further enhance the detection of contrabands, in particular dangerous drugs, three additional sets of Narcotics & Explosives Detection & Identification System (NEDIS) were procured and strategically deployed to respective penal institutions. The system has also been enhanced to detect the trendy drugs which are commonly abused in the community.

The deterrence of gambling and illicit activities in correctional facilities is also an important mission of the Security Sub-unit, with a view to maintaining an environment conducive to the rehabilitation of offenders. Based on sound intelligence and frequent searching operations, gambling and illicit activities are forestalled.  In 2009, 61 joint searching operations, 363 special searching operations and 75 night raid operations were conducted in institutions with fruitful results. 

Routine searches are conducted on prisoners upon leaving or entering any location.

Security personnel conduct a raid in workshops to eradicate any presence of dangerous drug and contraband in penal institutions.

Complaints Investigation Unit

Complaints Investigation Committee examines various cases.

The Complaints Investigation Unit (CIU) is an independent establishment appointed by the Commissioner of Correctional Services to handle and investigate all complaints expeditiously, thoroughly and impartially within its purview under an ISO certified system. It aims at redressing grievances, preventing similar complaints and achieving continual improvement in service quality. The findings of all complaint cases are critically examined by the Correctional Services Department Complaints Committee (CSDCC). CSDCC also serves the complainants with re-examinations of their aggrieved cases while the Commissioner handles their further appeals.

Since the accreditation of the ISO 9001:2000 quality management standard in 2002, CIU had been committed to providing complaints handling services conforming to the internationally recognised standard, with emphasis on customer satisfaction and continual improvement. To effectively measure the satisfaction level of the complainants and complainees, Customer Satisfaction Surveys are conducted in terms of mannerism, professionalism and efficiency of the services provided by CIU. By the standard of ISO 9001:2008 accredited in early 2009, the services of CIU stand successful in achieving a satisfaction rating over 90% in 2009.

As an initiative for continual improvement, CIU prepared for the "Smart QA Info" with useful information comprising complaints statistics, recommendations as endorsed by CSDCC for service improvement as well as Cases of Interest. The relevant information is updated quarterly to keep the staff posted of the latest situation.  To facilitate public access to CIU, they can lodge complaint with CIU, among other means, by email since late July 2009.

To further acquaint frontline staff with the complaints handling mechanism, CIU delivered two introductory talks to 58 attendees of Intermediate Command Course as well as one lecture to 20 middle managers from penal institutions participating in the training course on investigation report writing skills with case study for mid-career Officers.

During 2009, a total of 171 complaints lodged by prisoners and the public were received by CIU. CSDCC examined 166 separate assessments of cases handled by CIU on completion of investigation, among which two filed cases were concluded as "substantiated" and another two "substantiated other than reported". In the course of assessments, CSDCC made 23 recommendations on corrective and preventive actions. At the request of the complainants, CSDCC re-examined two cases.   Besides, there were another 200 cases of enquiry / non-reportable complaint handled by CIU.

Management Services Unit

Management Services Unit explores the use of body scanner to assist body search.

The Management Services Unit carries out management studies and helps research in advanced technology for enhancement of operation and security of the Department.

In 2009, the Unit has explored the feasibility of using body scanner to assist the searching on prisoners. In addition, the study on the application of “Video Analytics” for CCTV surveillance systems figured out the additional security measures to fortify real-time surveillance of the perimeters in our maximum security institutions. Apart from conducting a research into the use of Radio Frequency Identification technology to prevent security keys from being brought out of the penal institution, the Unit also explored the application of Under Vehicle Surveillance System for enhancing prison security.

In alignment with the departmental policy of promoting racial equality, the Unit has arranged for the translation of “Information Booklet for Adult Prisoners and Remands” up to 27 kinds of languages and uploaded onto the intranet.