White Paper on Public Service

One. Preface

“Convenience, Service and Efficiency” have always been the guiding principles and service goals of this facility. In today’s evolving society, only by strengthening public service and enhancing service quality can we truly meet the needs of the people and build a citizen-centric, convenience-oriented government.
With this firm belief in serving the public, we are committed to realizing the public’s expectations and demands in concrete ways. This White Paper on Public Service outlines our service programs and measures. We sincerely invite your support and encouragement, as your feedback and suggestions are the driving force behind our continuous improvement.

Two. Principles of Public Service at This Facility

I. Diligent Handling: All cases, regardless of their size, are handled with equal attention and care. We proactively consider the needs of individuals to resolve their concerns as smoothly as possible.

II. Professionalism: Personnel are required to be thoroughly familiar with relevant regulations and systems, ensuring prompt and accurate responses to public inquiries.

III. Two-way Communication: We maintain a sincere and courteous attitude in all interactions. We strictly observe laws and provide assistance with all lawful requests while tactfully addressing any non-compliant demands.

IV. Empathy: We recognize and respect individuals’ emotions. Our staff patiently explains matters in detail, listens to concerns and handles misunderstandings of laws with tactful clarification.

Three. Core Responsibilities of the Facility

I. Security and Supervision: Implement duty systems, enhance safety inspections, provide ongoing staff training, review supervision practices and establish evaluation metrics.
II. Health and Hygiene: Enforce disease prevention, provide medical treatment, conduct screening for drug use, HIV and STDs and oversee environmental sanitation.
III. Administrative Services: Continuously improve processes, promote digital governance, streamline document handling and enforce responsibility by level.
IV. Government Ethics: Enforce anti-corruption action plans, maintain confidentiality, secure institutional facilities and manage staff asset declarations.
V. Vocational Training: Offer training aligned with market demands to help inmates acquire practical skills for post-release employment.
VI. Moral and Educational Counseling: Provide character development, cognitive and behavioral counseling, performance evaluations and recreational activities.
VII. Inmate Classification and Assessment: Use direct and indirect assessments and psychological tools to develop individualized treatment plans. These are periodically reviewed and adjusted. Comprehensive data is gathered to establish scientific, personalized case files, supporting effective inmate management. We also assist in post-release reintegration, including after-care support and placement services, to reduce recidivism and protect public safety.
VIII. Public Service: Improve front-desk service, handle applications and petitions efficiently, simplify visitation procedures and actively implement community engagement initiatives.

Four. Service Standards

Our front desk and staff maintain a warm, sincere and proactive attitude to deliver fast and convenient services.

I. Visitation registration, money and item deposits, food delivery, shopping and inquiries: handled on arrival.
II. Certificate requests: processed immediately upon application.
III. Handling public petitions
(I) In person
Visitors are warmly received during office hours; if the issue can be resolved immediately, it will be. Otherwise, staff will refer it to the appropriate department for expedited handling.
(II) By phone
Simple matters will be answered on the spot. If further handling is needed, the issue will be recorded and referred to the relevant unit for resolution within a set timeframe.
(III) Written replies
Written responses to public petitions will be issued within three days. If not possible, the individual will be contacted by phone with an update and receive a reply within one week.
(IV) Other inquiries: handled on arrival.

Five. Convenience Measures for the Public

I. Enhanced Visitation Services
(I) Simplified forms for visitation registration and food delivery reduce processing time and improve service quality.
(II) For inmate family members applying for visitation: except for the first visit (which requires ID verification), other supporting documents may be used upon approval.
(III) Inmates classified as Level 4 or unclassified, as well as those in observation for drug treatment, are not permitted visitation with fiancées unless they apply each time. To simplify this, a one-time approval may be granted upon submission of parental consent from both parties, household registration proof and community leader verification.
(IV) Phone visitation is allowed for the following situations (unless restricted by court/prosecutor or during disciplinary review):
1. Grandparents, parents, spouses or children of inmates suffer serious illness.
2. Family faces natural disaster or major crisis.
3. Elderly, disabled or impoverished family members unable to visit.
4. Other urgent family matters requiring immediate contact.
(V) Remote CCTV visitation is available for inmates with mobility or health concerns.
(VI) Visitation is available on the first Sunday of each month for families unable to visit on weekdays.
(VII) Remote visitation at a correctional facility near the visitor’s residence is available for families living far away.
(VIII) Visitation and waiting areas are maintained daily and equipped with public phones, air conditioning, hot/cold water dispensers, writing desks, stationery, newspapers, magazines and public service brochures.
(IX) Form samples are provided in the visitation room. Staff will assist individuals with physical disabilities or literacy challenges.
(X) Parking spaces for cars and scooters, landscaping and greenery are provided to enhance the visitation experience.
(XI) In line with modern facility planning, the design of the visitation room thoughtfully considers the needs of individuals across all age groups and circumstances. The waiting area is equipped with a 55-inch LCD television, offering audio-visual entertainment to family members and easing the burden of lengthy waiting times with a more pleasant and comfortable experience.
Additionally, to provide peace of mind for those visiting with children, a children’s play area has been specially designated. This area includes a variety of toys and play equipment, creating a safe and fun environment for children to play freely, allowing parents to wait more at ease. This design not only meets children’s entertainment needs but also demonstrates the facility’s commitment to being family-friendly.
(XII) To accommodate individuals with mobility impairments, an accessible restroom is located outside the waiting area. This design ensures accessibility for all visitors, including wheelchair users, allowing them to receive proper services with dignity and comfort. The restroom features spacious interiors and complete facilities, including a designated transfer area and a washbasin and mirror designed specifically for wheelchair access. A baby changing station is also thoughtfully installed to provide a convenient and hygienic space for parents with infants to tend to their children’s needs.
(XIII) A bulletin board is installed in the visitation room
1. Provide important administrative information and policy updates from the facility.
2. Announce visitation hours during national holidays in advance for the reference of visitors.
3. Display the contact number and service content of the Ministry of Justice Department of Corrections' public service single-window hotline for easy inquiry and petition handling.
(XIV) For detainees who are under visitation or correspondence restrictions, their families will be notified via telephone and official correspondence. Notification will also be given when such restrictions are lifted.
(XV) To assist visitors in handling food, clothing deliveries and related inquiries, a service counter is set up at the visitation registration area, staffed by designated personnel.
II. Handling Procedures for Incoming Items (Parcels)
All items sent by mail must be applied for by the inmate in advance. Upon approval, a Parcel Application Form will be issued, which must be completed and affixed to the outside of the package sent by family or friends, listing approved contents. Items sent without prior application or that do not match the listed items on the application form will be returned at the inmate’s expense. All incoming items are opened and inspected by designated staff before being delivered to the inmate.
III. Simplified Procedures for Inmate Certificate Requests
Inmates or their family members needing official certification for verification purposes may apply in person at the facility or download the relevant application form from the “Public Services” → “Form Download” section of the prison’s official (website:https://www.ttp.moj.gov.tw/)
IV. Streamlined Self-Paid Medical Referral Process
Inmates requesting self-paid external medical treatment may do so by submitting an application. Upon approval by the warden, arrangements may be made for a physician to visit the facility and provide treatment, thereby safeguarding the inmate’s medical rights.
V. During major traditional festivals such as the Lunar New Year, Dragon Boat Festival and Mid-Autumn Festival, telephone reunions for inmates are organized with assistance from the local telecom bureau. In addition, family reunion events for juvenile inmates are also held.
VI. A community service team has been established to accept service requests from local entities. The team participates in regional joint service projects, adopts parks and street trees and regularly dispatches personnel to trim greenery and clean surrounding streets, thereby fulfilling neighborhood engagement through concrete action.
VII. The waiting area is equipped with a suggestion box for administrative reform, a dedicated hotline for complaints and the Ministry of Justice Department of Corrections’ public service single-window hotline. These multiple communication channels encourage the public to provide input and contribute to the continuous improvement of institutional operations.

Six. Service Hours

I. General Administrative Services:
Monday to Friday: 08:00–12:00, 13:30–17:30
II. Visitation Hours:
(I) Monday to Friday: 08:30–11:30 (registration closes at 11:00); 13:30–16:30 (registration closes at 16:00)
(II) First Sunday of each month: same as above
(III) National holidays and special occasions: hours announced in advance

Seven. Our Commitment

I. We will continually review and improve procedures and simplify administrative forms to enhance service quality and effectiveness.
II. All public service requests, regardless of size, are treated with equal care and handled proactively.
III. All staff are expected to be well-versed in relevant laws and regulations to provide accurate and timely responses.
IV. Every staff member is committed to listening attentively, understanding with empathy and serving with sincerity.
V. We practice two-way communication—addressing legitimate requests promptly and offering clear explanations for those that cannot be fulfilled.

Eight. We Welcome Your Feedback

If you have any questions or comments about our services, we welcome your input. Your suggestions and opinions are invaluable for our improvement. Thank you for helping us do better.
Address: No. 642, Sec. 2, Xing’an Road, Taitung City, Taitung County
Telephone: 089-224711
Email: ttpmail@mail.moj.gov.tw; ttpb@mail.moj.gov.tw