1	On August 30th, 2002, the Ministry of Justice announced ‘Irregular Act Plan of Evaluation’ (No. 0910500315 in the Category of Implementation of Secretariat Office, Ministry of Justice).
2	Purpose: We establish a self evaluation system of public service. We aim at enhancing the quality of our public service.
3	Implementation targets: All departments and offices in the prison.
4	Implementation approach: The research and examination unit of our prison (the Vice-Superintendent’s Office) takes charge of the evaluation of the status quo of public service offered by all departments and offices. If necessary, there will be assistance or supervision
5	Evaluation Content： a．Service standard and self-evaluation. b．Chiefs take part in offering public service. c．Operational procedures in inquired cases (service categories). d．Handling public complaints (appeals). e．Sound service environment and special service offered. f．Installation of the institution’s website. g．Long-distance information facilities. h．Manner while talking on the phone. The evaluation on the above-mentioned eight matters is always carried out.
6	Evaluation results： There is an evaluation in the end of every year. At the end of next January, the evaluation results are checked. They will be announced in all departments and offices. Besides, the results are also published on the website of our prison. Based on the evaluation results there will be rewards and punishments.
7	The points are ratified by the Superintendent. Then these rules are authorized by the Prison Affairs Committee and take effect. The procedures to make amendments are the same.

1	In order to efficiently settle the matters of public appeals (complaints) and successfully establish a channel of communication and negotiation to respond to public opinions as well as promoting a better public service, we especially establish the following rules and procedures.
2	The public should issue their complaints and appeals in written form (including fax, emails). They should follow these steps：
	a.	Each department or office receives a written report. It should be registered in the mail room. Then it will be transferred by the research and examination unit based on its category to the department or office in charge. Soon, the official of every department or office in charge will reply to the litigant about the process of handling the case.
	b.	The Superintendent indicates all the departments or offices to handle relevant cases. They should also follow the above-mentioned regulations for settlement.
3	If the public complain to us by phoning, the case official who receives the call should promptly pass it to the official in charge. When the case official in charge listens to the descriptions, he or she should make notes in the phone-book records for re-evaluation and the follow-up by the research and examination unit. If the official who receives the call cannot tell which department or office is in charge, he or she can pass it to the Vice-Superintendent’s Office. When appeals and complaints are not within the remit of our prison, we should decline the public politely; and then we should inform the matter to the chief in charge by phoning or other methods of contact.
4	A member of the public comes to the prison in person and states relevant appeals and complaints. The chief of the related business which the public complain about should choose a proper place to receive the people who complain. They are responsible to clarify, explain, listen and give as much detail as possible in a modest and polite way so as to resolve conflicts and problems. If necessary, they should go with other officials from other related departments or offices. Meanwhile, the department or office in charge should make records of all the complaints for re-evaluation. Afterwards, the research and examination unit also records these complaints and puts them into files for further management. People come to our prison in person and complain the related matters of our prison. When the situation is risky, we would ask government ethics officials to come to handle complaints with us.
5	The research and examination unit should keep clear records of the matters about which people make appeals and complaints in all departments and offices, comprising the concrete matters of complaints, names, addresses, and telephone numbers and so on for convenience in handling the follow-up.
6	After the official in charge of every department or office finalizes settling the appeals and complaints of the public, he or she should go to the research and examination unit in the prison to cancel the case
7	In the cases of appeals (complaints), people who complain should be given a written reply about our investigations within 3 days. If we cannot reply them within 3 days, we should contact them first by phoning and explain them the progress of our settling the matter. The latest time is one week, by the end of which we would handle and complete appeals and complaints cases.
8	The research and examination unit gathers and files the matters about which people appeal (complain) and the improvements to situations which we make. We make a monthly list to post it on the bulletin board to publicize it to the people. At the end of the year, each case will be reviewed, inspected, and analyzed. Then we make appropriate changes and make improvements.
9	The points are ratified by the Superintendent. Then these rules are authorized by the Prison Affairs Committee and take effect. The procedures to make amendments are the same.

A.An operator answers a phone call
1.Speed of answering a phone call：
(1) Our telephone audio operation can reply to a phone call from the public within 10 seconds.
(2) When a caller dials an operator’s service, our operator would answer within 4 rings.
(3) Phone connection keeps in a normal working condition.
2.An operator’s manners when answering a phone call：
(1) When answering the phone call, an operator should state clearly his or her unit.
(2) The operator would say ‘Hello,’ ‘Good morning,’ or similar words of greeting.
(3) When the conversation is over, the operator will say ‘Goodbye,’ or other words to show etiquette.
(4) Before switching a phone call through, the operator would tell the caller the extension number which he or she is to dial.
(5) Before switching the phone call through, the operator should be polite and show good manners: ‘I will help you to switch your call through to the person’ and so on.
(6) When receiving a phone call, the operator should listen to the brief descriptions (purpose, enquiries, etc.) of the caller. He or she should know how to judge the caller and the situation, confirming with the caller about the connecting unit or person.
(7) If the connecting line is busy, the operator should say ‘Excuse me, sir (lady). The line is busy just now. Would you like to call again a bit later?’ The operator should try to find other people who can help answer the caller.
B.A Business Unit Receives A Phone Call
1.Speed of answering a phone call：
(1) A phone call should be answered within 4 rings.
(2) Telephones should be maintained in a normal working condition.
2.Manners when answering a phone call：
(1) While answering a phone call, please state clearly your own unit.
(2) While answering a phone call, apart from your working unit, please also tell the caller your name.
(3) While answering a phone call, please say ‘Hello,’ ‘Good morning,’ and other words of greeting.
(4) When the conversation is over, please show your manners by saying e.g. ‘Thank you for calling,’ ‘Goodbye,’ ‘You’re welcome,’ and so on.
(5) When the conversation is over, please wait to hang up until the caller hangs up first.
(6) While answering the phone, please keep a modest and helpful tone of voice.
3.Content of Conversations: Divided into A and B situations
(1)Business case unit (or case official) directly answers the phone call, or helps switch the phone call through to the case unit (or case official) which (who) can reply in detail.
(2)Unrelated business case unit (or case official) helps answer the phone call.
He or she can explain why the case official is not present (for example, temporary leave, absence on an errand, official leave, etc.). He or she would say ‘Please call again later.’
C.Other Notices：
(1)While answering a phone call, in order to make a further connection, please make sure of the name of the caller. Please say ‘Could I have your name?’
(2)While answering a phone call, when the receiver needs some time, he or she should say ‘Please hold on amoment,’ or other expressions to show good manners. The person who answers the phone call should take downthe contact phone number of the caller and say ‘Soon we will call you again.’
(3)When the official gets a phone call which has been held up, he or she should ‘Please excuse me for keeping you waiting.’
(4)When switching the phone call through to someone else, the official who answers the phone call should tell the caller the name of the case official and his or her extension number.
(5)When switching the phone call, the official who answers the phone call should say ‘I will help pass you on to the person in charge. Please hold on a moment,’ and other words of greeting to show politeness.
(6)During opening hours, every department should at least ask one official to stay in the office so as to answer phone calls or to handle emergencies.