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“12348”热线平台升级?打造厦门法律服务“百事通”
央广网厦门9月11日消息(记者 吕贝娜) 平台房间改造、软件开发升级、呼叫中心电脑换代、法律咨询数据分析、增加接听席位……记者从厦门市司法局了解到,9月10日,经过软硬件全面改造升级后的厦门市“12348”法律服务平台进入试运行阶段,今年底将正式上线运行。厦门市“12348”法律服务专线自1999年5月开通,至今共接听群众法律咨询电话100多万人次。
据市司法局相关负责人介绍,近几年,随着群众法律意识逐渐提高,“12348”法律服务专线的咨询量逐步增大。原有的热线平台已适应不了群众的需求。为更好地满足群众日益增长的公共法律服务需求,改造升级后的“12348”平台建设将实现“多点介入、多点解答、多点推送、一体完成”的功能。除了原有电话呼叫咨询之外,平台还新增设APP、微信、PC端等服务咨询方式。在服务内容上,重新整合律师、公证、司法鉴定等法律服务资源,增加固定律师坐席等,提升法律咨询服务的质量和效率,为市民提供更全面、及时的帮助,打造成为厦门市法律服务的“百事通”。
群众可通过多种方式,如“12348”电话呼叫;微信、APP客户端、PC端,与平台工作人员进行语音、信息、图片直接在线交流,进行法律咨询。平台系统则通过软件智能分流至工作人员,由工作人员对咨询者的问题进行现场回答,同时还可根据咨询特点,在线向咨询者推送相关的语音、文字和图片信息,最大限度给予群众直观信息,提高法律咨询的服务水平。
此外,为保证法律咨询的质量,新的“12348”法律服务热线平台还将在服务质量和效率上有所提升。据了解,“12348”平台的服务人员是由都是经过专门挑选、具有执业资格、接受过司法行政业务培训的律师担任。律师事务所保证每天10名执业律师值班,由此,每周一至周五上班时间都有工作人员以其高度专业性为民众提供高效便捷的法律服务。
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