Formally Launched: Whole-process Recording of the Press Conference Held by Shanghai Municipal People’s Government”
2017-11-29 Shanghai Bureau of Justice
On November 29, 2017, Shanghai Municipal People’s Government held a press conference on “Development of Public Law Service System in Shanghai”. At the conference, Lu Weidong, Director of Shanghai Bureau of Justice, introduced the overall progress of the development of public law service system in Shanghai and the status of the newly-launched 12348.justice.gov.cn. Wang Xie and Chen Chunlan, Deputy Directors of Shanghai Bureau of Justice, attended the press conference, and answered questions from reporters. The press conference was hosted by Xu Wei, spokesperson of Shanghai Municipal People’s Government.
The recording of the press conference will be delivered to our readers. Please stay tuned!
Lu Weidong introducing the development of public law service system in Shanghai
Good afternoon! Public law service constitutes an important part of the government’s public service system, and also a basic responsibility and task of judicial administration organs. Strengthening the development of public law service platforms and extending public law service network to the grass-root level are important measures taken to thoroughly implement the comprehensive rules of law proposed by the central government.
According to the deployment requirements of Shanghai Municipal Party Committee, Shanghai Municipal People’s Government and the Ministry of Justice, Shanghai Bureau of Justice has taken the development of public law service system as the overall penetration point to coordinate the promotion of judicial administration, integrate public law service resources and energetically build up three major platforms (i.e., network, hotline and physical platforms).
Under the energetic support of all parties concerned, we are formally launching our network platform12348.justice.gov.cn today. Here I would like to introduce the phased results achieved in the development of Shanghai public law service system mainly in three aspects:
I. Overall implementation of the development of public law service system in Shanghai
Adhering to upper and lower linkage and accelerating the development of public law service platforms
Shanghai Bureau of Justice and 16 District Bureaus of Justice have all established their leading groups and project offices, headed by main leaders. To clearly specify the assignment, schedule and route map, Shanghai Bureau of Justice has successively drafted and issued the Guiding Opinions on Opening Comprehensive Law Service Windows for Judicial Administration, the Overall Scheme for Deepening the Development of 12348 Public Law Service Platform for Judicial Administration in Shanghai, and the Implementation Scheme for the Development of Public Law Service Platform in Shanghai.
Sixteen District Bureaus of Justice have actively sought eneergetic support from district Party committees and district people’s governments, efficiently and effectively launched the development of their public law service centers; some of those which used to operate in the halls of district government affairs have acquired their independent work places; some of those early public law service centers have adjusted their names, marks and signs and equipped new software, hardware, facilities and equipment. The development of physical public law service platforms in Shanghai has demonstrated an accelerating trend.
Building “four-longitudinal & three-transverse” universally-beneficial public law service network, and enhancing service convenience and accessibility
Energetic efforts will be made to promote the full coverage of service outlets and the full penetration of service chains. In the longitudinal direction, efforts have been made to build a four-level platform, led by the municipal public law service center, with district public law service centers as hubs, and with sub-district public law service stations and village (neighborhood) public law service offices as extensions.
In the transverse direction, the idea of “Development based on network service, supplemented by telephone service and supported by window service” has been closely followed to have built a public law service network system characterized by a high degree of resources integration and combines online (intelligent network), inline (telephone hotline) and offline (physical windows) platforms.
We have also adopted technical means to interconnect these three online, inline and offline platforms, and realize a “three-in-one” overall structural pattern, i.e. one shared-management system, one database and one public law service volunteer team.
Establishing unified standards to promote the normalization and standardization of public law services
Adhering to the erection and application of the idea of “standardization +”, standardization has penetrated through all the aspects of platform development, like visual system, site development, service standards, etc.
On the one hand, various District Bureaus of Justice have been continuously normalizing their development standards based on the requirement of “four unifications”, i..e. the unification of the service functions of physical windows, the unification of the three-level information network management system at municipal, district and sub-district levels, the unification of online services, integrated team resources and 12348 platform function applications, and the unification of visual recognition and identification signs.
On the other hand, modularized and standardized means of management have been introduced to realize efficient and smooth mobilization of resources, establish scientific and systemic standards on civil law-aid, notarization, forensic science, clinical forensic medicine and other services and provide higher-quality and more normalized services.
Meanwhile, we are moving quickly to formulate the Measures for the Selection of Law Service Volunteer Units and Volunteers on Public Law Service Platforms, the Code of Online Public Law Services and other related appraisal and evaluation mechanisms, with the purpose of continuously enhancing the professionalization and normalization levels of public law services.
Optimizing and integrating various resources to realize comprehensive and one-stop public law services
Through bringing functional advantages into full play, we have allocated, activated and organically integrated cross-department and cross-industry law service industries, and realized an effect of 1+1＞2.
At present, we have integrated many types of law service resources needed by people (like lawyers, notarization, forensic science, people’s mediation, judicial examination, grass-root law service, community correction, administration examination and approval, etc.), and uniformly provide law services on the platform; we have also taken the lead in having created 21 volunteer teams composed of more than 1,000 law service volunteers from 16 District Bureaus of Justice, Shanghai Lawyer Association, Shanghai Notary Association, Shanghai Association of Forensic Science and Shanghai People’s Association for Mediation. The public law service items of judicial administration have basically been fully covered.
II. Development of public law service platforms in Shanghai
“12348.justice.gov.cn” formally launched today
Network platforms are important carriers for the development and innovation of public law services. “12348.justice.gov.cn” is a specific implementation of online public law service platforms in Shanghai, which consists of website, APP and WeChat account, uses the same name and creates convenience for retrieval of the public. At the same time, we have also opened the WeChat account “Shanghai Bureau of Justice” to provide various services. Please stay tuned.
Currently, the network platform has four units. To be specific, the law popularization and learning unit aims to provide a law learning platform integrating common knowledge, convenient information, law-publicity activities and other information for people; the rules of law map integrate law service resources of various channels, put law service institutions and staff online for one-key |”Taobao-style” product search, and help people find reliable law services, The law consultancy unit intends to build a multi-channel, one-stop consultancy unit, provides online real-time consultations about six fields (lawyers, consultancy, forensic science, people’s mediation, law-aid and community correction), and offers message consultancy, intelligent consultation and many other functions to meet the consultancy demands of people about different affairs; the law service unit provides the online pre-application for law-aid, the reservation of offline lawyer services, the online handling of some notarization services, the online appointment about some forensic science affairs and people’s mediation, the online query of judicial examination information and other law service functions.
In addition, we have also comprehensively sorted out existing service items to create a list of the first batch of public law service items, and made it open to the public.
According to the deployments by the Ministry of Justice, at the end of this year, the ministerial online law service platform, “12348 cnlaw.net”, will be formally launched; by then, “12348.justice.gov.cn” and “ 12348 cnlaw.net” will be linked up to finally create “a national network”.
Expansion and upgrading of 12348 public law service hotline inline platform completed
We have changed upgraded 12348 law-aid consultancy hotline into 12348 public law service hotline that provides public law services to people. Currently, it mainly offers five types of services, i.e. law consultancy, administration examination and approval-handling & judicial examination consultancy, notary consultancy, publicity to prison affairs and publicity to drug rehabilitation affairs. In this year, we have completed a total of 276,000 times of services, amounting to a total of nearly 24,000 hours.
Initial development of “1+16” municipal and district-level offline physical public law service platforms and windows completed; Shanghai Public Law Service Center put into service
In January 2016, Shanghai Public Law Service Center, located at No.470 Small Wooden Bridge Road with extremely convenient transportation conditions, was formally completed. It is established with ten service windows and six law service consultation rooms, providing standardized, comprehensive and one-stop public law services to citizens in the field of judicial administration. Since going into service, it has received a total of 60,000 person-times; various associations have sent out volunteers by 1,780 person-times, and the number of public welfare consultancy receptions has reached 15,743 person-times.
The development of public law service platforms at the district level is the priority among priorities for Shanghai in building its offline public law service platform network. At present, 13 districts in the city have built up their offline physical public law service centers, and the rest of three districts have selected the construction sites and commenced construction. As estimated, a full coverage will be realized at the end of this year; the functions of various district public law service centers have basically covered administration examination and approval & auxiliary service, law-aid, law-publicity & education and people’s mediation, and they also provide law consultancy-based public law services.
Meeting the Press
Reporter of Jiefang Daily: I have two questions. Recently I have followed the WeChat account of 12348.justice.gov.cn and found many consultancy programs there. May I ask what the maximum capacity of online consultancy is? Can you share some details about the publicity ot prison affairs and publicity to drug rehabilitation affairs newly added after the expansion and upgrading of law consultancy hotline?
Chen Chunlan, Deputy Director of Shanghai Bureau of Justice: When it comes to the bearing capacity of our platform consultancy and the experience degree of citizens, I want to say that we have paid close attention to this regard during the development of 12348.justice.gov.cn.
As indicated by the analysis of and study on the total quantities of law services and consultancy in Shanghai, especially the data on the past few years, currently, 116 law service volunteers are regularly arranged on each work-day to provide online law consultancy services. That is to say, 116 citizens can receive one-to-one law consultancy services from those volunteers at the same point of time. Surely, there may be an unusual increase in the number of visitors in a short period of time. To deal with it, besides 116 volunteers regularly on duty for receptions, we have also introduced the design of mobile volunteers. As soon as it is monitored from the backstage that there is an unusual increase in the number of visitors, the extra number of visitors will be transferred by informationized means to those mobile volunteers who will follow related procedures and norms to answer the questions raised by citizens and meet their demands.
Meanwhile, to avoid excessive waiting time, the system will provide an auto prompt about whether to continuously wait online, and, if not, visitors can enter the optional message mode to register their questions, to which the law service volunteers will provide replies within three work-days.
As for your second question about the publicity to prison affairs and publicity to drug rehabilitation affairs newly added after the expansion and upgrading of law consultancy hotline, I want to say that, promoting the publicity to prison affairs and publicity to drug rehabilitation affairs is an important task in implementing judicial administration reform, and also an important part of publicity to government affairs and judicial publicity. One of the principles to be upheld is that importance must be attached to both publicity and privacy protection. Thus, currently, publicity to prison affairs and publicity to drug rehabilitation affairs are conducted by levels and types according to the specific contents of information.
To be specific, the first publicity level is societal open query. At present, “12348 hotline” mainly provides three manual services (that is, information query, question answering and complaint handling) from 09:00 to 17:00 on work-days, and general queries and questions can all receive direct replies from the hotline. As for difficult or complicated questions, we will provide timely replies as well. When it comes to public suggestions and complaints about prisons and drug rehabilitation work, in principle, we will provide replies to all queries and questions. Through the channels of publicity to prison affairs and publicity to drug rehabilitation affairs, the public can get to know the nature, tasks, responsibilities and authorities of prisons and compulsory isolation centers for drug rehabilitation, the obligations of criminals and drug addicts and other relevant provisions.
The scope of publicity at the second level is limited to the close relatives of criminals and drug addicts, so that they can be informed about conditions of their families.
The scope of publicity at the third level is limited to criminals and drug addicts themselves, so that they can know about their appraisal, rewards and punishment, medical care, education, labor remuneration, etc.
Publicity at the fourth level is provided as applied. That is, when it comes to information about the imprisonment of criminals and the drug refrainment of drug addicts, criminals and drug addicts as well as their close relatives can apply for publicity, so that they can be informed about the details that are allowed to be publicized on imprisonment and compulsory isolation for drug rehabilitation.
Prisons and drug rehabilitation centers used to leave an impression of mystery to the public. Today, information publicity is actively promoted in these fields to better promote strict, just and civilized law enforcement on the one hand, and to urge criminals and drug addicts to steadfastly receive imprisonment, reformation and drug refrainment at these places. Next step, we will further optimize the approaches and ways of publicity, and introduce more modern and technology-based means to facilitate understanding and supervision by the public.
Reporter of Shanghai Legal Daily: Just now, you have mentioned a list of the first batch of public law service items in Shanghai. Can you give us some details? What new measures will Shanghai take in the field of law-aid?
Lu Weidong (Director of Shanghai Bureau of Justice): The list of public law service items announced this time is the one of the first batch of service items issued after comprehensively sorting out the service contents related to various aspects of current judicial administration. It consists of 39 items included under five major categories, i.e. law-publicity category, law service provision & guidance category, conflict resolution category, special group caring & helping category, and rights protection & convenient service category. Each item has five basic elements, i.e. service name, service object, service content, mode of service receiving and service provider. It’s our hope that people will see our service list and will receive related services.
Next, we will introduce the dynamic management over the list of public law service items, announce the list of the second batch according to the progress of reform, and continuously expand the scope of public law services, with the purposes of constantly adjusting and perfecting service contents, enhancing service quality and meeting the demands of people for multi-level, multi-field and individualized public law services that can embody the value of fairness and justice.
As for law-aid you have mentioned in your second question, in recent years, we have provided law-aid with the propose of benefiting more people in need of it.
The first step is to expand the scope of law-aid. In July, 2016, Shanghai took the lead in China to complete the third adjustment to the scope of law-aid. Through expanding the scope of law-aid, it included labor disputes, medical disputes, agricultural material product quality disputes, servicemen and their family legitimate rights and interests and other affairs closely related to people's livelihood, as well as needy families impoverished by illness or other expenditures and people receiving social relief or judicial relief, into the scope of law-aid, so that more low-income groups can be benefited by law-aid. Meanwhile, as a pilot city in China, Shanghai aims to realize the full coverage of lawyer defense in criminal cases, so as to provide defense for the defendants in first-instance, second-instance and retrial cases to which ordinary procedure is applied, and to safeguard their legitimate rights and interests. Besides strengthening law-aid to juveniles, the application for law-aid by juvenile victims will adopt zero threshold. From January to October, 2017, the number of law-aid cases in Shanghai had seen a year-on-year growth of 34%.
The second step is to innovate the service modes. For instance, door-to-door services are offered to people above 80 years old and people with severe disability or having difficulty getting about; green channels are opened to the elderly, servicemen and the disabled, and their applications for law-aid are preferentially accepted. Besides simplifying the procedure for examination and approval, law-aid stations are also established at people’s courts at various levels, some labor arbitration institutions and traffic accident management departments, so that those in need can receive timely law-aid. In addition, law-aid stations are also established at detention centers to provide law-aid to detainees. We have also prepared law-aid guides in braille, Chinese and English editions, opened online legal aid application channels, and offered online reservation, online application, progress query, result publicity and other functions to continuously enhance the convenience level of law- aid.
Reporter of eastday.com: In the past, when we had some law-questions, we tended to seek consultancy from a reliable lawyer. Now we can receive free law consultancy from 12348.justice.gov.cn. Are the lawyers providing free consultancy reliable? What are the considerations of Shanghai Bureau of Justice? Are there any specific management measures?
Wang Xie (Deputy Director of Shanghai Bureau of Justice): The questions you have raised are also questions of great concern for us during platform development, and our management mainly focuses on the following three aspects:
First, qualification check: As I have introduced just now, all the lawyers, notaries, forensic science experts and other law service staff that provide law services to people on our platform have passed rigorous reviews, and they are reliable.
Second, quality control: Besides vocational and normative requirements, the satisfaction of people is also a dimension of great concern. 12348. justice.gov.cn conducts whole-process supervision over volunteers, and introduces regular appraisal on them based on a series of indexes, such as the time taken to give a reply after receiving a question, the patience in answering specific questions, the use of polite words, the understandability of law-terms for people, the quality of services and the satisfaction of people, all of which shall be stored in the backstage supervision system. Those volunteers with a strong sense of responsibility and receiving wide praises from the public will provide more excellent services to the public on the platform, while those who have failed to meet the expectations of the public will be disqualified. Currently we are establishing related work- mechanisms, and striving to provide high-quality law services to the public.
Third, strict discipline: 12348.justice.gov.cn is a convenient service platform for the public, and lawyers are strictly forbidden from turning public welfare consultancy into non-gratuitous commission in the process of receiving such consultancy on the platform or transferring platform clients to specific law service institutions or law service staff. We have set up 21 management teams in Shanghai to implement volunteer management and supervision by specialties and regions and to ensure the public welfare nature of our consultancy services. In addition, the provision of public welfare law services by law service staff on the platform of 12348.justice.gov.cn is in essence also a practice behavior that is subject to supervision and management by law. Thus, in case of receiving a complaint, we will strictly follow related laws and regulations to investigate and affix their law- liabilities.
Reporter of people.com.cn: Many village committees and neighborhood committees in Shanghai now have their own law counsels. What are their main responsibilities? How do we distinguish village (neighborhood) law counsels from public law service offices in terms of service contents and functions?
Chen Chunlan: In recent years, Shanghai has been actively promoting village (neighborhood) counsel work with positive results. To better meet the demands of the society and our citizens, Shanghai Bureau of Justice has recently issued another document, requiring all villages (neighborhoods) in Shanghai to establish their own counsels before the end of this year. That is to say, at the end of this year, all villages (neighborhoods) in Shanghai will have realized the full coverage by law counsels, so that citizens can receive high-quality and convenient law services in their communities. The mission of law counsels is to provide law services to people living in these communities, and their specific responsibilities can be described in the following aspects:
1) To provide law consultancy, and give timely professional law opinions regarding the law questions raised by citizens and villagers about their daily production and life;
2) To participate in the mediation of conflicts/disputes as invited by people’s mediation organizations;
3) To assist citizens and villagers qualified for law-aid in applying for law- aid;
4) To promote village (neighborhood) communities to enhance their level of governance by law, and assist them in drafting, reviewing and revising village regulations and non-governmental agreements and other management rules; to issue law opinions to village (neighborhood) communities regarding the negotiation of major projects, the signing of important economic contracts and the making of great decisions, and assist them in dealing with law-questions involved in general elections;
5) To conduct law publicity, hold regular lectures on rules of law, distribute law-publicity materials, publicize law knowledge related to daily production and life, and guide officials and the public to act by law and safeguard their rights by law;
6) To receive commission by citizens and villagers, and draft and revise relevant law documents and participate in litigations on their behalf;
7) To properly provide other law services as assigned by village (neighborhood) committees or as required by the people.
The law counsels of village (neighborhood) communities are important subjects providing public law services at the village (neighborhood) level. Their specific work-tasks are undertaken by lawyers and grass-root law service staff, and the expenditures needed are funded through the purpose of services by the government. Their work- platforms are village (neighborhood) pubic law service offices.
Public law service offices are physical platforms established at the most grass-root level to meet the increasingly diversified and professional law service demands of the public. In public law service offices, besides inviting lawyers and grass-root law service staff to serve law counsels, we have also effectively integrated relevant resources to organize people’s mediators, retired judges and volunteers to provide law services to people in all walks of life. To make it convenient for the public, we have also invested in science & technology and informationization, with the aim of transforming these most grass-root law service stations into stations available for remote services, so that community people with needs can receive notary consultancy, remote professional mediation, remote expert consultation and other law services in their communities. According to work arrangement, all villages (neighborhoods) in Shanghai must build their public law service offices before June of next year, so that community people will be able to access convenient “door-to-door” law services by then.
Reporter of Xinmin Evening News: I have two questions. Recently some notary offices in Shanghai have introduced “once at most” services. What kinds of notary services are open for online handling at present? Which convenience-for-people measures will be introduced to facilitate the reception of notary services?
Wang Xie: At present, the notary services that can be handled at the platform of 12348.justice.gov.cn mainly include five types, i.e. academic certificate, marriage certificate, housing ownership certificate, driving license and business license.
With regard to the “once at most” notary work you have just mentioned, starting from this August, we began to conduct pilot work in six notary offices distributed in Oriental, Xuhui, Yangpu, Changning, Zhabei and Minhang, and realized “once at most” in the provision of our major categories of notary services, covering birth, identity, former name, educational background, academic degree, post (professional title), qualification, certificate (license), confirmation of copies and photo-offset, etc.; with regard to notary affairs mature for online handling, we have provided online application, online acceptance, online review and online payment, and fully utilized WeChat, Alipay and other platforms to conduct online service provision; based on client needs and the consensus reached between notary institutions and clients, we send notary certificates by mail, express, etc. In three months after launching pilot work, the six notary offices have handled a total of 2,605 related notary affairs, which have basically covered the pilot notary affairs I have just mentioned.
In addition, seen from the condition of pilot work, the pilot notary institutions have taken “for the convenience and benefits of the people” as their mission, and tried all kinds of technical means and humanized services to maximally reduce inconveniences for the public. For instance, based on past experience, “missing evidentiary documents or bringing wrong documents constitutes one of main reasons of going back to the notary office for clients”, so it’s very important to conduct prior consultancy and confirmation. On that account, Changning Notary Office has established five remote video consultancy points in the district, so that citizens can conduct face-to-face consultation with notaries there. With the establishment of public law service stations and offices at sub-district and village (neighborhood) levels, there will be more and more such remote notary consultancy points, and the handling of notarization will be more and more convenient.
Besides, the concept of “once at most” not only refers to notary office, but also refers to other institutions and related departments. For instance, what can you do when you need your marriage certificate for handling notarization but you have lost it? Do you have to apply for the re-issue of your marriage certificate at the bureau of civil affairs before handling notarization? Well, our pilot notary offices have realized networking and information communication with related departments, so that you only need to transmit your identity card, household register and other information to the bureau of civil affairs for verification, and the bureau of civil affairs will send back your marriage certificate soon. The entire process takes about over ten minutes only. This is what we mean by saying “once at most”.
At present, we are actively promoting “intelligent notarization” as a work-direction, and conducting pilot work at Shanghai Oriental Notary Public Office and Yangpu Notary Office. The pilot R&D work of “intelligent notarization” aims to provide efficient services to the public and continuously improve their experience in handling notarization.
Reporter of Foreign Language Channel of STV: Currently, there are about 1.3 million foreigners living in Shanghai. What about the effect of law publicity and law service system creation with regard to these foreigners? Are there any specific figures?
Chen Chunlan: Currently, Shanghai is striving to build an “Excellent Global City”, and there are many foreign friends working and living in this city. Speaking from the perspective of law publicity, we pay close attention to this group. The “7th-Five-Year Plan” for law publicity passed by Shanghai Municipal People's Congress requires that all the groups working and living in Shanghai be included in the system of law publicity & education. In this regard, we have energetically promoted the development of law culture and law fronts, and built many law-themed squares and corridors, as well as public facilities publicizing the rules of law. For instance, the West Gaoke Road Station of Metro 7 provides a themed publicity of our constitution and our socialist rules of law with Chinese characteristics.
On the other hand, we also attach great importance to new media publicity. The Law Publicity Office of Shanghai has launched O2O rule of law salon featured of online communication and offline law publicity activities. According to backstage data, many foreigners have also watched them online to timely acquire law publicity information.
Law publicity is a continuous process. Next year is the third year of the implementation of the “7th-Five-Year Plan” for law publicity, and we have an overall plan for law publicity & education in Shanghai that covers foreigners as well. We will exert more efforts to do a better job in this field.
Lu Weidong: I want to add that, one aspect of judicial administration reform can be co-operated by foreign and Chinese law firms. The offices of foreign law firms in Shanghai and foreign lawyers assigned to joint operation offices can provide law-aid to the foreigners living in Shanghai about foreign laws. Meanwhile, our law firms also have lawyers who understand both law and many foreign languages and who can provide law services to these foreigners. We are currently working in this direction based on the standards on international metropolises.
Report of Legal Daily: It’s true that the whole country is promoting the development of pubic law service system. What about the features of the development in Shanghai?
Lu Weidong: I want to give a brief introduction to our featured work in two aspects, that is, internal systems and mechanisms, and external services.
In terms of internal systems and mechanisms, we first began to pay close attention to public law service construction in 2012, and we conducted extensive surveys to establish our one-stop, comprehensive and professional platform construction direction, which laid a solid foundation for the opening of 12348.justice.gov.cn today. Second, in the institutional reform of 2014, Shanghai Bureau of Justice seized the opportunity to establish its law service office ahead of the whole country. So far this organizational system is still the only one nationwide.
In January, 2016, Shanghai Public Law Service Center was formally built up and opened. It has integrated rich law service resources. Shanghai Lawyer Association, Shanghai Notary Association and Shanghai Association of Forensic Science have all sent experts to the center to answer law questions raised by the public. In the past two years, more than 1,700 volunteers have provided free law consultancy services to 15,000 people. Today, after the launching of 12348.justice.gov.cn, the platform will have an even greater capacity and even wider public law service channels, and benefit more people. The launching of 12348.justice.gov.cn can be described as linking up the last mile of the path of people service.
In terms of external services, we have endeavoring to build a “trustworthy”, “accessible”, “responsive” and “convenient” public law service platform.
“Trustworthy” mainly refers to the online, hotline and physical platforms for public law services, and, constructed, operated and managed by Shanghai Bureau of Justice, they conduct strict review over their law service institutions and staff to ensure true and reliable qualifications of their service providers.
|”Accessible” relates to various demands and habits of people. We have exerted great efforts to build a “four-longitudinal & three-transverse” universally-beneficial public law service network to meet the diversified law-aid needs of various groups, and our services do not depend on whether our clients can surf the Internet or type or whether they like to have a face-to-face talk or remote call. The “three-in-one” overall structural pattern integrating online, hotline and physical platforms can guarantee indiscriminate public law services to various groups of people through different channels.
“Responsive” means that our services are provided on a one-to-one real-time basis; especially, those accessing our services online can communicate with our volunteers in a way that is quite similar to chatting on WeChat. Based on our understanding, there are only a few regions that can realize real-time consultation, and the majority of the regions are still based on message consultancy. Furthermore, our real-time consultancy covers a relatively wide scope that consists of six major categories, i.e. lawyers, consultation, forensic science, people’s mediation, legal aid and community correction.
“Convenient” means that we provide our services in a |”Taobao style” at 12348.justice.gov.cn. For most people, law services constitute an unfamiliar field. However, when they come across law questions and need help and solutions, they can access to 12348.justice.gov.cn. There is a rule of law map on the website, and relevant law resources are presented to them in a “Taobao style”, so that they can screen or select as they need. We also provide one-key search, robot intelligent service and so forth. We intend to build a warm, profound and user-friendly platform that is accessible and favored by people and that provides considerate law services to them to enhance their senses of achievement and happiness.
The new platform no doubt has its shortcomings, considering that it has just been launched. It’s our sincere hope that our people will supervise our platform, find problems through application and provide constructive opinions and suggestions to us.