12348.justice.gov.cn released its staged “achievement”, serving 350,000 person-times within seven months.
On November 29 last year, Shanghai Municipal People’s Government held a press conference, at which Shanghai Bureau of Justice declared the formal launching of “12348.justice.gov.cn”. The website intends to provide consultancy on law affairs, law service guidance, rule-of-law publicity and education, laws, regulations and case-inquiry, credit information disclosure and other public law services. On the afternoon of July 17, Shanghai Bureau of Justice held a press briefing, offering information on the main operation conditions of “12348.justice.gov.cn” since it was launched.
Since the launching of “12348.justice.gov.cn”, the Party Committee of Shanghai Bureau of Justice has always been taking a question-oriented, demand-oriented and effect-oriented approach to continuously improve its law service capacity and level. So far, “12348.justice.gov.cn” has witnessed steady overall operation, gradually increased page views and clicks, and increasingly active hotline consultancy and online consultancy. As of June 30, it has served the public with a total number of nearly 350,000 person-times, including nearly 290,000 hotline consultancies, more than 8,000 online consultancies, more than 5,000 message consultancies, and nearly 40,000 window; consultancies, the overall satisfaction rates of hotline consultancy and online consultancy have reached 99% and 96%, respectively.
Main operation situation of “12348.justice.gov.cn” since it was launched
(I) Provide adequate guarantee to assist regular operation, and actively create a sound work pattern characterized by joint management and highly efficient operation
Strengthen organizational guarantee
At present, platform-construction leadership teams and project-promotion offices, headed by principal leaders, have been established in the municipal bureau and in all of the 16 district bureaus. The project office of the municipal bureau is headed by the responsible person of the public law service office (team leader) and that of the IT office (vice team leader), and composed of responsible persons of various business offices and divisions. The public law service office plays a pivotal role in standard establishment, data summary, information analysis and command & dispatch, and is responsible for coordinating the problems encountered during 12348 platform construction in the judicial administration system, strengthening guidance and supervision over the promotion efforts made by various districts and reinforcing volunteer team-training. The IT office, as an important engine and development guidance department of platform construction, is responsible for ensuring demand realization and offering technical guarantee. The municipal law- aid center uniformly manages law-consultancy volunteer teams, and provides service team guarantee. The law-publicity office, the general office, the grass-root affairs office and the departments are responsible for coordinating brand-building and publicity, mounting handles with 12348.justice.gov.cn logo in trains running on Metro Line 7, uniformly printing 12348.justice.gov.cn posters, distributing publicity roll-screens to public law service centers, offices of justice, notary offices, law-aid centers, and sub-district/village (neighborhood) public law service stations (offices) in Shanghai, making publicity via big-screen rolling playing at both municipal and district levels, and contributing to the construction and promotion of the platform and the increase of its awareness rate, use-rate and attractive power.
This means to prepare specific plans for actively winning the support of Shanghai Finance Bureau, strive to realize market-oriented operation and management through the uniform bidding of government-purchased services, provide financial guarantee for the 12348 hotline consultation during non-work hours, the operation and management of 12348.justice.gov.cn and the online consultancy on this platform, and offer subsidies to the law service volunteers working on the three major public law service platforms of 12348.
Strengthen personnel guarantee
This means to integrate various public law service resources of judicial administration, intensify volunteer selection, and build a volunteer team composed of more than 2,000 practicing lawyers, notaries, forensic appraisers, people's mediators and arbitrators under the uniform management of the municipal law aid center and the joint efforts of 16 district bureaus of justice, Shanghai Bar Association, Shanghai Notary Association, Shanghai Association of Forensic Science and Shanghai People’s Association for Mediation, so as to provide law-consultancy services on 12348.justice.gov.cn. To make a success of conducting personnel management, the city has established 21 management teams for layered management through different channels; adopting fixed shift arrangement, 93 volunteers are assigned to provide online real-time service and message-reply service, and answer hotline calls when lines become busy. In addition, 46 volunteers have been appointed to provide services on 12348.gov.cn.
(II) Employ institutional norms to promote fine management, and preliminarily formulate an institutional system that provides services according to laws and regulations
Guided by the law affairs office of the bureau, the framework of three basic systems, i.e., service, management and guarantee, will be established to strengthen standardization and management.
Basic service systems
Basic service systems, based on the Codes of Online Public Law Services in Shanghai and supported by the Work Rules on Information Release, the Work Rules on Law Consultancy and the Procedures for Dealing with Complaint and Advice Affairs, have been established to comprehensively regulate service flows.
Basic management systems
Consisting of the Measures for the Operation and Management of “12348.justice.gov.cn” and the Measures for the Layered Management of 12348.justice.gov.cn Consultation Agents, basic management systems have specified work- requirements on management department functions, management scope, management methods, work coordination and and so on so forth, and uniformly regulated management procedures.
Basic guarantee systems
The Measures for the Selection of Law Service Volunteer Units and Volunteers on Public Law Service Platforms in Shanghai and the Measures for the Daily Work Supervision and Management over the Field Law Service Volunteer Units and Volunteers of “12348.justice.gov.cn” have been established to carry out specific guarantee measures.
At present, the three systems in the first batch, the Code of Online Services of”12348.justice.gov.cn” (Trial), the Measures for the Selection of Field Law Service Volunteer Units and Volunteers of “12348.justice.gov.cn” (Trial) and the Working Rules on the Consultancy Services of Field Law Service Volunteers of “12348.justice.gov.cn” (Trial), have been examined and approved by the chief’s office meeting, and will be formally issued in the near future.
(III) Introduce innovative application to promote precision services, and strive to build a one-stop platform of high-quality and high-efficiency and achieve more precise demand docking
Besides releasing A List of Public Law Service Items in Shanghai, it has publicly promised to provide five categories and 39 items of public law services, and will strengthen judgment, make timely adjustments and strive to offer precision services according to the new demands of people.
More regulated services
It has strengthened the construction of service standards and service codes based on “service facilities, service behaviors, service systems and service quality” as main contents, established the Implementation Plan for Standardized Pilot Work, introduced terminology standards and consultancy reply guidelines, and practically improved the precision and standardization of volunteer services.
More highly efficient network application
It has maximally mobilized public law service resources to promote the integration and data-docking of network platform, physical platform and data platform, thus enhancing service convenience. Besides, efforts have been made to develop intelligent robots and create consultancy repositories, so as to provide intelligent consultancy and guidance services to the public.
More diversified service modes
To timely adapt themselves to changes in the modes of use by the public, website, APP and WeChat official account have been adopted to continuously extend information release, online service, interactive exchange and other functions, and effectively broaden service channels for multi-channel online services to the public.
(IV) Build professional teams through strict supervision, and go all out to build professional, dedicated and warmhearted volunteer service teams.
Strengthen targeted training
Besides conducting layered training activities of prominent themes and diversified forms, efforts have been made to strengthen technical and operational guidance, propose work-requirements, and better complete various tasks in law service website construction. At present, law service volunteer training has been conducted three times.
Realize real-time supervision
The online service and message reply situations of volunteers are monitored from the backstage on a daily basis for timely supervision and management. In terms of law service website construction, it has taken the lead among various provinces and cities nationwide to realize the integration of online consultancy services and business handling data and the whole-process real-time supervision of online services. At present, it maintains an online service rate of 100%. Shanghai Bar Association has also assigned personnel to provide services on this platform through shift arrangement, and, after a while, Shanghai is now leading the country in terms of the service volume.
Establish regular reporting
It has established a mechanism of daily-reporting, weekly-reporting and monthly-reporting for the operation of 12348.justice.gov.cn. The aim is to provide timely-reporting, point out existing problems, deepen regular monitoring and pass on pressure layer by layer.
Strengthen timely commendation
After successful completion of staged tasks, management teams and volunteers performing well in the service process are praised, which has greatly enhanced the team morale.
Achievements in stages and existing problems
12348.justice.gov.cn embodies the capability and level of Shanghai Bureau of Justice in service-oriented, rule-of-law-oriented and transparency-oriented government construction. It is both a platform that serves the public, and a platform that exhibits the achievements of service-oriented government construction in the judicial administration of Shanghai. Since it was launched, it has achieved initial results.
It has made convenience for people, met their law service demands, and improved their intuitive feelings about judicial administration. Currently, the overall public satisfaction rate has exceeded 96%. Relying on “one-stop” services, it has made great conveniences for people, and displayed the good image of judicial administration.
It has also realized the seamless docking between business and services, and brought the integrative effect of resources into play. Through organically integrating public service and judicial administration, 12348.justice.gov.cn has taken the lead in realizing the seamless docking between business and services nationwide. In addition, it has strengthened its backstage supervision statistics function, which will fully bring the advantages of IT into play, compel the transition of judicial administration work and law service resources from the current fragmented state to an integrated state, and ultimately create a brand effect.
The data accumulated have laid a preliminary basis for the Party committee and the government to timely grasp public opinions, thus assisting their decision-making.
Many outstanding cases have emerged in the operation of 12348.justice.gov.cn. In the early stage, Shanghai Bureau of Justice organized various management units to collect cases closely related to social hot-spots, attracting close social attention and involving large amounts of money. They have actively responded to the call. With initial screening completed, Shanghai Bureau of Justice selected top 10 classic cases in the early stage, involving the identification of husband and wife' s common debts, the avoidance of huge loss, the prevention of voice-phishing, the solution to disputes in labor-dispatching.
Seen from the cases reported, since the launching of 12348.justice.gov.cn, the participating departments and the public-spirited volunteer lawyers, notaries, forensic appraisers, people’s mediators, arbitrators, law-aid staff and so forth have made active efforts in answering the questions raised by people, safeguard their legitimate rights and interests, and guide them to express their appeal and resolve their contradictions in a fair, rational and lawful manner.
For instance, Zhang consulted a volunteer at Jinshan District Law-Aid Center about a labor dispute, and the volunteer cleared his doubt with great patience. During the consultancy, our volunteer found that Zhang was having financial difficulties. Considering that labor disputes fell within the scope of law- aid and that this case could apply for law-aid, our volunteer immediately notified Zhang of the application ways and documents, and offered considerate services to him, moving him so much..
In February 2018, a volunteer lawyer at Jiading.12348.justice.gov.cn received online consultancy of Qin about P2P online lending. The great sensitivity from experience told our lawyer that the website described by Qin was probably similar to P2P + We-business, and that the currency circulated on the website was a virtual currency with extremely great risks, instead of electronic RMB, so he immediately urged Qin to go to the police, collect related evidentiary documents and assert his rights at a people’s court. After listening to the detailed explanation given by our lawyer, Qin said that he would go to the police as soon as possible to safeguard his rights with legal weapons. He thanked our lawyer again and again for the law-aid.
Cases like these are numerous. In these cases, our volunteers have not only answered law-related questions raised, but also offered warm tips and helped more people avoid loss
Because of its short service time, related service management is still in the stage of initial exploration, and some problems have also been found in its operation.
1) There are problems of unbalanced development and unsmooth management system city-wide;
2) The government-purchased service mechanism has made some progress but has not been fully landed, so accelerated implementation is needed;
3) The mechanism of supervision, evaluation and appraisal over the online operation of 12348.justice.gov.cn is still imperfect, hence requiring improvement as soon as possible;
4) The volume of public law service consultancy is constantly increasing, and there are still gaps between service guarantee quality and public expectation, so further consolidation and reinforcement are needed.
Promoting law service website construction represents the innovation and reform of public law service mode, and a key step towards the construction of public law service system. In the next step, Shanghai Bureau of Justice will closely adhere to the people-oriented development thinking, accurately keep pace with new changes in the main contradictions of current society, effectively deepen and promote public law service platform construction, energetically build, publicize and manage “12348.justice.gov.cn”, constantly improve its law service supply capacity, and enhance the sense of achievement, happiness and security of the public about the rules of law. To achieve these goals, efforts shall be made in the following three aspects:
1) Upgrading and perfect network platform construction, so that services can be more convenient and efficient: In view of the problems with the operation and management of “12348.justice.gov.cn” in the early stage and in combination with the major strategic tasks (like “three tough battles”, service to Zhangjiang High-tech Park, service to and optimization of business environment construction and so forth), efforts will be made according to the new management requirements of the Ministry of Justice on law service website construction, so as to achieve continuous optimization and upgrading, create “12348.justice.gov.cn” V2.0 and make the network platform more intelligent and convenient. In addition, It’s also necessary to energetically promote the regulated management and construction of district platforms; on the basis of full coverage by public law service stations (offices) at municipal, district, sub-district and village (neighborhood) levels, efforts will be made to explore how to further optimize service flows, deepen service contents, unify system guarantees, regulate management process and provide IT support through overall coordination and regulated management; it’s also necessary to study how to realize data integration and inter-connectivity and standardized operation, so as to lay a solid foundation for the intelligent operation of the whole website and take the last step in public law services.
2) Expand the awareness and influence of “12348.justice.gov.cn”, so that more people can have access to professional law services: Relying on overall coordination and increased efforts, the forces of the portal website and all kinds of social publicity resources will be used to promote both online and offline publicity. Portal website publicity, WeChat group sharing, special propaganda, press briefing, press conference and other precision promotion forms will be combined with large-scale law-publicity activities to continuously increase publicity intensity and maximally enhance the social awareness rate and use-rate of “12348.justice.gov.cn”.
3) Strengthen the institutional construction, supervision and management of “12348.justice.gov.cn” to create more regulated and high-quality services: Efforts will be made to perfect the management and operation mechanism, strengthen the management, guidance and training of platform construction management teams and law service volunteers, and increase operation efficiency; to implement government-purchased public law service mechanism and pubic-spirited law service compensation mechanism, and promote regular public law services. Besides, through changing the traditional construction and operation mode of “taking on everything”, exploring the mode of “government-led, market-oriented and professional operation” and adopting government-purchased services, professional teams will be introduced to undertake platform operation and third-party security supervision, thus enhancing management and operation levels and providing a powerful support for high-quality services.