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| Guiding Opinions of the Ministry of Justice on Further Advancing the Building of Public Legal Service Platforms | | 司法部关于深入推进公共法律服务平台建设的指导意见 |
| (September 2018) | | （2018年9月） |
| The building of public legal service platforms is a fundamental work to advance the building of a public legal service system. In August 2017, the Ministry of Justice issued the Opinions on Advancing the Building of Public Legal Service Platforms (No. 9 [2017], Ministry of Justice, hereinafter referred to as the "Opinions"). All regions have earnestly implemented the requirements of the Opinions and achieved positive results. Most of the counties (cities and districts) and towns (sub-districts) across the country have built physical platforms, and all provinces (autonomous regions and municipalities directly under the Central Government) have built hotline platforms. The initial interconnections between the Legal Services of China and all provincial legal networks have been achieved. At the same time, it should be noted that there remain problems to different degrees such as the unbalanced development of the building of public legal service platforms, decentralized management and insufficient facilitation, entailing further improvement of the top-level design and intensified advancement efforts. | | 公共法律服务平台建设是推进公共法律服务体系建设的一项基础性工作。2017年8月，司法部下发了《关于推进公共法律服务平台建设的意见》（司发[2017]9号，以下简称《意见》）。各地认真贯彻落实《意见》要求，取得了积极成效。全国大部分县（市、区）、乡镇（街道）均建成实体平台，各省（区、市）均建成热线平台，中国法律服务网和全部省级法网初步实现互联互通。同时也要看到，公共法律服务平台建设发展不平衡、管理分散、便利性不够等问题仍然不同程度存在，需要进一步完善顶层设计和加大推进力度。 |
| Since the 19th CPC National Congress, the CPC Central Committee and the State Council have issued a series of major strategies, plans and measures to promote the diversification of public legal service providers, diversification of supply methods, and "one network, one department, one time" for government services and accelerate the advancement of the building of a national integrated online government service platform. Conducting work and building online and offline integrated service platforms by means of Internet technology and information technology is the direction of innovative development of government services. Public legal services are an integral part of the government's public service system, and on the basis of the completion of all physical, hotline and network platforms, advancing the integrated development of the three major platforms is an inevitable requirement for the building of the public legal service system. For the purposes of implementing the decisions and arrangements of the CPC Central Committee, innovating and optimizing the means to supply public legal services, better providing the general public with public legal services that benefit and facilitate the public and are precise and inclusive, and promoting the improvement of social governance, the following opinions on further advancing the building of public legal service platforms are hereby offered. | | 党的十九大以来，党中央、国务院出台了推动公共法律服务主体多元化和提供方式多样化、政务服务“一网、一门、一次”、加快推进全国一体化在线政务服务平台建设等一系列重大战略、规划和举措，运用互联网技术和信息化手段开展工作、构建线上线下一体化服务平台是政务服务创新发展方向。公共法律服务作为政府公共服务体系的重要组成部分，在实体、热线、网络平台全部建成基础上，推进三大平台融合发展是公共法律服务体系建设的必然要求。为贯彻落实中央决策部署，创新优化公共法律服务供给方式，更好地为群众提供便民利民、精准普惠的公共法律服务，促进提高社会治理水平，现就深入推进公共法律服务平台建设提出以下意见。 |
| I. General requirements | | 一、总体要求 |
| 1. General thinking | | （一）总体思路 |
| At present and in the future, the general thinking behind advancing the building of public legal service platforms is to use Xi Jinping Thought on Socialism with Chinese Characteristics in a New Era as the guidance, thoroughly implement the spirit of the 19th CPC Congress and the Second and Third Plenary Sessions of the 19th CPC Central Committee, adhere to people-centered development thinking, based on the comprehensive establishment of physical, hotline and network platforms, with the aim of benefiting and facilitating the public, with integrated development as the core, with network platforms playing the primary role, with information technology as the support, effectively consolidate the in-depth services of physical platforms, the convenience and swiftness of hotline platforms, and the ready availability of network platforms, advance the integration of the services, regulation and guarantees of the three major platforms, build up online and offline integrated public legal service platforms of complementary advantages, information sharing and smooth coordination, achieve unity of service standards, operating management, and organizational guarantees, and speed up the establishment of public legal service platforms with Chinese characteristics, meeting the requirements of the times, and satisfying the needs of the public. | | 当前和今后一个时期，推进公共法律服务平台建设的总体思路是：以习近平新时代中国特色社会主义思想为指导，深入贯彻落实党的十九大和十九届二中、三中全会精神，坚持以人民为中心的发展思想，在全面建成实体、热线、网络三大平台基础上，以便民利民惠民为目标，以融合发展为核心，以网络平台为统领，以信息技术为支撑，将实体平台的深度服务、热线平台的方便快捷和网络平台的全时空性有效整合，推进三大平台服务、监管和保障的融合，形成优势互补、信息共享、协调顺畅的线上线下一体化公共法律服务平台，实现服务标准统一、运行管理统一、组织保障统一，加快建成具有中国特色、适应时代要求、满足群众需求的公共法律服务平台。 |
| 2. Basic principles | | （二）基本原则 |
| —Adhering to justice for the people: The people-centered development thinking shall be implemented, the effective satisfaction of the needs of the public for public legal services shall be regarded as the starting point and the foothold, "one-stop" services shall be provided for the public through public legal service platforms, user experience shall be bettered, and the public concerns shall be responded to in a timely manner. | | ----坚持司法为民。落实以人民为中心的发展思想，将切实满足人民群众公共法律服务需求作为出发点和落脚点，通过公共法律服务平台为群众提供“一站式”服务，完善用户体验，及时回应群众关切。 |
| —Adhering to a problem-oriented approach: With a focus on resolving the outstanding problems in the operation of public legal service platforms, online and offline integration shall be advanced, business circulation channels shall be unimpeded, platform building modes and service supply modes shall be optimized and improved, and the convenience and effectiveness of the use of public legal service platforms shall be enhanced. | | ----坚持问题导向。着眼于解决公共法律服务平台运行过程中的突出问题，推进线上线下融合，畅通业务流转渠道，优化改进平台建设模式和服务供给方式，提高公共法律服务平台使用的便捷性和实效性。 |
| —Adhering to coordination and collaboration: Through data sharing, the legal service functions of the justice system and the legal service resources of all platforms shall be consolidated, data sharing, collaboration and cooperation, and working linkage shall be strengthened, and the integration and functional consolidation of business fields and lines shall be promoted, so as to achieve the integrated advancement of the building and services of public legal service platforms. | | ----坚持统筹协同。通过数据共享，整合司法系统法律服务职能和各平台法律服务资源，加强数据共享、协作配合和工作联动，促进条块业务融合和功能整合，实现公共法律服务平台建设与服务一体推进。 |
| —Adhering to opening and innovation: Working thinking and service modes shall be innovated, Internet thinking shall be used, the efforts to apply information technology in the building of public legal service platforms shall be intensified, innovation shall be used to drive integration, science and technology shall be used to join forces, and the scientific, technological and intelligent level of the building of public legal service platforms shall be raised. | | ----坚持开放创新。创新工作思路和服务方式，运用互联网思维，加大信息技术在公共法律服务平台建设中的应用，以创新驱动融合，以科技凝聚合力，提高公共法律服务平台建设的科技化、智能化水平。 |
| 3. Objectives and tasks | | （三）目标任务 |
| Popularization shall be achieved by the end of 2018. The full coverage of county (city and district) public legal service centers, town (sub-district) public legal service workstations, and village (community) legal advisers shall be achieved across the country. The provincial coordination of the hotline platforms of all provinces (autonomous regions and municipalities directly under the Central Government) shall be achieved, and an integrated call center system shall be established. Provincial and ministerial network platforms shall be fully connected, some regions shall establish bilingual public legal service networks, and the online processing of administrative approval items in the justice system shall be realized. | | 2018年底前，实现普及化。在全国范围内实现县（市、区）公共法律服务中心、乡镇（街道）公共法律服务工作站、村（居）法律顾问全覆盖。各省（区、市）热线平台实现省级统筹，建立一体化呼叫中心系统。部省两级网络平台全面联通，部分地区建成双语公共法律服务网，司法系统行政审批事项全部实现网上办理。 |
| Integration shall be achieved by the end of 2019. Physical, hotline, and network platforms for public legal services shall be basically integrated, all public legal service items may be processed through network platforms, and big data on public legal services shall be gathered and formed. | | 2019年底前，实现一体化。公共法律服务实体、热线、网络平台基本融合，全部公共法律服务事项可通过网络平台办理，汇聚形成公共法律服务大数据。 |
| Precision shall be realized by the end of 2020. Physical, hotline, and network platforms for public legal services shall be fully integrated and connected with the national government service platform, a public legal service network system covering urban and rural areas which has complete functions, and is convenient and efficient shall take shape, and the public shall be provided with precision, inclusive and easy public legal services through the in-depth application of the big data on public legal services. | | 2020年底前，实现精准化。公共法律服务实体、热线、网络平台全面融合，并与国家政务服务平台对接互联，形成覆盖城乡、功能完备、便捷高效的公共法律服务网络体系，通过公共法律服务大数据的深度应用为群众提供精准、普惠、便捷的公共法律服务。 |
| II. Comprehensively finishing building public legal service platforms | | 二、全面建成公共法律服务平台 |
| 1. Accelerating the advancement of the building of physical platforms. Counties (cities and districts) and towns (sub-districts) that have not yet built physical platforms shall, as required by the Opinions, make the most of the existing resources, strengthen intensive building, advance the consolidation of physical platforms and the existing service windows of the justice system, focus on the reliance on the integrated physical government affairs halls, justice offices and other platforms, integrate public legal services of various kinds in an centralized manner, and by the end of 2018, achieve the full coverage of county (city and district) and town (sub-district) physical platforms. The requirements of the Opinions of the Ministry of Justice on Further Strengthening and Regulating the Work on Village (Community) Legal Advisers (No. 5 [2018], Ministry of Justice) shall be implemented, various legal service resources at the primary level shall be coordinated, and legal advisers shall be assigned to each village (community) before the end of 2018. The overall linkage among three-level physical platforms shall be advanced, the designated functions of village (community), town (sub-district), and county (city and district) physical platforms shall be further clarified, county (city and district) public legal service centers shall be built into county-level service integration hubs and command and coordination platforms, and their functions to provide comprehensive services, coordinate resource allocation, and guide and regulate the operation of village (community) and town (sub-district) platforms shall be improved; public legal service workstations relying on town (sub-district) justice offices shall be built into primary venues and first-line comprehensive service platforms serving the public, direct service capabilities shall be fully enhanced, and for matters that can be handled at the nearest public legal service workstations, the public may not be required to handle them at public legal service centers; and the functions of service guidance of village (community) public legal service workstations shall be enhanced to voluntarily guide the public in seeking help through network platforms and hotline platforms. | | （一）加快推进实体平台建设。尚未建成实体平台的县（市、区）、乡镇（街道），要按照《意见》要求，充分利用现有资源，加强集约化建设，推进实体平台与司法系统原有服务窗口整合，注重依托综合性实体政务大厅、司法所等平台，将各类别公共法律服务集中进驻，2018年底前实现县（市、区）、乡镇（街道）实体平台全覆盖。落实《司法部关于进一步加强和规范村（居）法律顾问工作的意见》（司发[2018]5号）要求，统筹基层各类法律服务资源，2018年底前为每个村（居）配备法律顾问。推进三级实体平台整体联动，进一步明确县（市、区）、乡镇（街道）、村（居）三级实体平台的功能定位，将县（市、区）公共法律服务中心打造成县域服务综合枢纽和指挥协调平台，完善其提供综合服务、统筹调配资源、对乡镇（街道）和村（居）平台运行进行指导监管方面的职能；逐步将以乡镇（街道）司法所为依托的公共法律服务工作站打造成面向群众服务的主阵地和一线综合服务平台，全面提升直接服务能力，能就近在公共法律服务工作站办理的事项，不得要求群众到公共法律服务中心办理；强化村（居）公共法律服务工作室服务指引功能，主动引导群众通过网络平台、热线平台寻求帮助。 |
2. Promoting the provincial coordination of hotline platforms. The provinces (autonomous regions and municipalities directly under the Central Government) where hotline platforms are established by prefectures (cities) shall promote the upgrading and improvement of hotline platforms as soon as possible, with each province (autonomous region or municipality) as the unit, unify plans, standards and services, and establish an integrated call center system, provincial hotline platforms shall accept service requests in a unified manner and set up agent responses in a unified manner, or may set up agent responses scattered in prefectures (cities) and counties (cities and districts) with good conditions, and service operation shall be coordinated at the provincial level. Based on the size of the population in a region, service needs, and average number of received consulting requests, representatives shall be reasonably arranged.
．．．．．． | | （二）推动热线平台省级统筹。热线平台由地（市）分散建设的省（区、市），要尽快推动热线平台升级改造，以省（区、市）为单位，统一规划、统一标准、统一服务，建立一体化呼叫中心系统，省级热线平台统一受理服务请求，统一设立坐席接听，也可以在有条件的地（市）和县（市、区）分散设立坐席接听，服务运行由省级统筹。根据区域内人口规模、服务需求以及平均接待咨询数量，合理安排接听人员。
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