Guizhou’s 12348 hotline provides people with high-quality legal services

Since its launch on July 1, 2019, the public legal service hotline, 12348, of Southwest China's Guizhou province has been operating around the clock to provide the public with professional legal solutions.

With the support of a professional operators' team made up of more than 250 lawyers from 30 law firms, the hotline is now capable of dealing simultaneously with 20 phone calls.

Between July 1, 2019 and June 30, 2020, the hotline received a total of 114,939 phone calls, 96.09 percent of which managed to get though, meaning an average of about 314 phone calls were received every day. That brought the total length of its service time to 9,656.22 hours during that period and established a satisfaction rate as high as 97.88 percent.

In addition, the lawyer operators also counseled 5,982 people on an online platform which is an extension of the hotline.

Since the COVID-19 outbreak starting in late January, the hotline has contributed to the province's epidemic control effort by opening a sub-line dedicated to epidemic-related legal issues.

During the first half of this year, the hotline offered advice on 1,106 such issues, most of which were labor or contractual disputes.

Apart from answering questions, the lawyer operators also shared relevant legal information on several online official platforms over the past few months.

Sound management 

To ensure its smooth operation, the hotline platform has made efforts to improve its rules on work shifts, quality inspection, performance evaluation as well as rewards and punishments.

To ensure its service quality, the platform adopted a multi-dimensional talent selection system which guarantees that lawyer operators possess adequate expertise.

Meanwhile, it established a quick response mechanism so that the legal problems are handled as soon as possible.

With a well-functioning coordination mechanism, it makes sure that the problems beyond its reach can be timely transferred to other competent authorities.

In addition, the platform regularly conducts big data analysis to make its services more targeted.

It also opens special sub-lines from time to time to provide different groups with more in-depth attention and more targeted service.

Enhance promotion

Based on the volume and distribution of the phone calls it receives, the platform uses mass texting to raise its popularity and public usage.

It also cooperates with such agencies as the province's women's federation, disabled persons' federations and committees for the elderly to make its availability more widely known.