Following the certification of its provision of complaints handling service to ISO 9002:1994 standard in August 2000, the Complaints Investigation Unit (CIU) of the Hong Kong Correctional Services Department (CSD) successfully obtained an ISO 9001:2000 edition accreditation in August 2002.
This has demonstrated that the CIU, which mainly handles and investigates complaints and requests made by inmates and members of the public in relation to the day-to-day operation of CSD, is determined to discharge its duties efficiently under the ISO accredited mechanism.
In striving for quality management, the CIU employs the Total Quality Management concept with emphasis on competence, continuous improvement, communication and stakeholder satisfaction.
To strengthen their competence and maintain the dynamics for continuous improvement, the CIU officers are provided with internal and external training. Since 2001, 11 front-line officers from various institutions have also participated in the ‘Attachment-to-the CIU Programme’ to hone their skills in complaints handling.
An e-learning courseware on ‘Complaints Investigation and Reporting’ is also being produced to enhance knowledge management and organisational learning.
Continuous improvement is another important element to enhance service quality. Improvements made in the year to improve user-friendliness and efficiency included standardising report format, streamlining procedures and conducting benchmarking activities on processes and functions with public and business organisations.
Effective communication is another key element to enhance service quality. About 100 officers participated in outreaching experience-sharing activities organised by the CIU at various institutions in the first three quarters of 2002.
The discussions aim at exploring appropriate actions to diffuse situations before they develop into complaints. The sessions also enhance the mutual understanding and trust between front-line staff and CIU investigators.
The Unit has published its Annual Report 2001 in which typical cases were highlighted for experience sharing and learning. The report has also been uploaded on to the CSD Intranet.
To fine-tune the CIU’s service, a customer satisfaction survey targeting the two main groups of stakeholders - the complainants and those being complained - has been conducted to identify customer needs and expectations. In the first three quarters of 2002, over 80% of the respondents were satisfied with the CIU’s service.
The CIU will continue to handle complaints efficiently under the ISO accredited mechanism. In essence, the complaints are investigated, inadequacies of services identified; corrective and preventive actions for improvement implemented to achieve the strategic goal to better CSD’s service quality.
Photo caption
Senior Superintendent (Quality Assurance) Mr. Chan Tat-yan (first from right) poses for a photo with Hong Kong Quality Assurance Agency Chief Executive, Mr. Richard Chan (first from left); Legislative Councillor, the Hon Henry Wu King-cheong (second from left); and the Commissioner of Correctional Services, Mr. Benny Ng Ching-kwok (second from right) after receiving the ISO certificate on behalf of the Complaints Investigation Unit.