In my path of service, I have undertaken various posts in the Quality Assurance Division (formerly Inspectorate and Management Services Division), witnessing its growth with continuous improvement.  It is my great honour to lead the Division since early 2006. 

The Division is one of the pillars supporting the Vision, Mission and Values of the Department.  Pursuant to its mission and strategic role, the Division has been striving to uphold the service standard of the Department, and more importantly, to initiate enhancement to coping with new challenges emerging from a changing society and penal environment.     

2006 was a year with greater challenges but also remarkable development and improvement.  In the context of increasing demand, we saw the accomplishment of our highly effective and disciplined team as a result of their concerted effort.  In the years to come, we will continue to explore the application of technology in penal settings to enhance security and operational effectiveness and efficiency.  Moreover, professional training for the personnel of the Division will be emphasised as the basis for the pursuit of quality assurance.

Yeung Kwun-wah
Assistant Commissioner (Quality Assurance)

Inspectorate and Security Unit

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. 

Staff monitors movements in penal institution through Closed Circuit Televisions.

The Inspectorate Sub-Unit had a busy year in 2006.  In meeting operational needs, the Sub-unit conducted six full inspections, four unannounced inspections, eleven thematic inspections and 20 follow-up inspections at various institutions, with 41% upsurge as compared with 29 inspections in 2005.  As a supplement to the routine inspections, 14 surprise visits to prisoners' outside work groups and 13 security checks on security installations and prisoners' accommodation were also conducted.

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 into top gear for further achievement in the years to come. 

Security staff in regular inspection inside a correctional institution.

Alongside, the Security Sub-Unit pays strenuous efforts to plug the smuggling of contrabands, particularly dangerous drugs, into penal institutions.  In 2006, there were 115 seizures of dangerous drugs, among which 111 cases (97%) were intercepted in the first few days after the culprits were admitted to the reception centres.  Generally speaking, all other penal institutions are practically drug-free and most cases of interception in these institutions were related to drugs concealed in inward mail or deposited by outsider at a location distant from the main penal population.

Urine test is one of the measures to prevent smuggling of dangerous drugs into penal institutions.

Since early 2006, there has been a noticeable change in drug trend with increased seizures of psychotropic drugs in the reception centres.  To cope with the phenomenon, actions were taken to upgrade the functions of our contraband detectors (i.e. Narcotics and Explosives Detection and Identification System) and introduce a new reagent for urine tests on psychotropic drugs.  By the same token, the Security Sub-unit also took active steps to improve the knowledge and skills of frontline staff in the detection and handling of suspected dangerous drugs.  For training purpose, a "Manual for Detection of Dangerous Drugs" was published in the second half of 2006 and the production of a video courseware on searching and detection of drug is underway.   Furthermore, the Sub-unit will continue to conduct thorough security checks and reinforce intelligence network (including intelligence exchanges with other law enforcement agencies) in order to eradicate the smuggling of dangerous drugs into penal institutions.

Chief Superintendent Yeung Ping-wing demonstrates football betting notes seized during routine inspections.

Gambling among prisoners is another major security concern.  Officers of the Sub-unit constantly carry out proactive measures like routine and surprise checks to detect and stop prisoners from gambling in any forms.  During the passage of World Cup 2006 particularly in June and July, large-scale searching operations were organised in various institutions to curb gambling on soccer.  We believe successful deterrence to gambling activities is a solid foundation for a peaceful and harmonious correctional environment conducive to the rehabilitation of offenders.

In the years ahead, the ageing of security facilities as a result of time passing also attracts our attention.  The problems stem from a large number of non-purposely built institutions, which require a more intensive inspection and security check in order to maintain the level of security of our penal institutions.

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.

Complaints Investigation Unit

The Complaints Investigation Unit (CIU) is an independent establishment appointed by the Commissioner of Correctional Services to handle and investigate all complaints within its purview expeditiously, thoroughly and impartially under an ISO certified system.  The findings of investigation are examined 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 Complaints Investigation Unit handles and investigates all complaints within its purview in compliance with the ISO certification system.

The current ISO 9001:2000 standard adopted since 2002 emphasises customer satisfaction and continual improvement.  Customer Satisfaction Survey is conducted for measuring the level of both complainants' and complainees' satisfaction with the services of CIU in terms of mannerism, professionalism and efficiency.  The satisfactory rating in 2006 was over 90%.

As an initiative for continual improvement, the Complaints Handling Manual was revised during the year.  The new Complaints Handling Manual is a simplified version of 2002 edition, which is more user-friendly and up-to-date with the current situation of complaints handling. 

To strengthen communication with frontline staff, the CIU delivered five talks to 111 middle managers from institutions participating in the Management Development and Training Programme for mid-career Officers as well as a lecture to 19 participants in the Security Officer Training Course. 

In 2006, the CIU received a total of 172 complaints lodged by prisoners and the public.  It also handled 107 non-complaint cases, which were resolved in accordance with the laid-down procedures.

In the year, the CSDCC examined a total of 170 cases tabled by the CIU upon completion of investigation.  Among them, two allegations concluded as "substantiated" and one "not fully substantiated".  The CSDCC also made 19 recommendations on corrective and preventive actions.

A statistical breakdown of complaint cases is at Appendix 17.

Management Services Unit

The Management Services Unit adopts a proactive approach to quality assurance by conducting management studies and researches into information technology and hi-tech equipment for enhancing both operational and security effectiveness.

The Unit conducted a study on enhancing staff vigilance and initiated the production of an interactive courseware for frontline staff.  To facilitate frontline staff to have quick access to useful information for effective discharge of duty, the Unit reviewed the current information booklets and designed a handy "all-in-one" Staff Information Booklet in 2006.  To actively involve frontline staff in enhancing institutional management, the Unit coordinated the institutional Work Improvement Teams, provided support and guidance, and studied the service-wide implications of their suggestions.

In pursuance of the applications of information technology and hi-tech equipment, the Unit studied and implemented various initiatives in 2006, which included the feasibility study of e-submission of statistical data, the development of an interactive e-platform for the management of Work Improvement Teams' suggestions, and the review of drugs detectors and Immunoassay System as well.  The Unit also closely monitored the running of the Smart-card Patrol Management System at all institutions and continued to explore possible technological developments.

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 2006, the Unit reviewed the classification and categorisation of all penal institutions as well as the Emergency Organisation Handbook, with a view to keeping abreast with emerging needs in penal management.