12368 Call Center System

To promote judicial publicity and establish and improve the working mechanisms of serving the people, facilitating the people, and benefiting the people in the judicial field, and to promote the improvement of the quality and efficiency of trial work, it is of great importance to launch and construct the 12368 Voice Call Center Inquiry System. The 12368 Telephone Call Center System is an important innovation in the judicial field of our country, aiming to provide the general public with more convenient and efficient judicial services. With the telephone hotline as the main service method and combined with modern communication technology means, this system provides a series of services such as legal consultation, case information inquiry, and litigation consultation for the parties and the public. This system leases the call center of China Telecom and the Qixintong SMS platform, takes static information such as litigation consultation and dynamic information such as case trial and execution as service contents, and takes telephone (including fixed telephones and mobile phones) access and voice, SMS, etc. as service methods, providing a convenient public service platform for the convenience of the masses to participate in litigation, which is a further improvement and supplement to the online inquiry system.

Purpose and Significance

• Strengthening the construction of the 12368 Telephone Call Center System is an inevitable requirement for practicing serving the people judicially and effectively safeguarding the legitimate rights and interests of the people. Serving the people judicially is the fundamental attribute of the socialist judicial system with Chinese characteristics. It requires people's courts and judges to take practical and effective measures based on the actual situation of trial work, continuously improve and perfect various works of the court, adapt to and meet the growing judicial needs of the people, and safeguard the legitimate rights and interests of the people to the greatest extent. Strengthening the construction of the 12368 Telephone Call Center System is a vivid practice of practicing serving the people judicially and safeguarding the legitimate rights and interests of the people. The 12368 Telephone Call Center System starts from the issues that the people care about most, are most directly related to, and are most realistic. It discloses the dynamic information of case trials and static information such as litigation guides, litigation fees, trial periods, case jurisdictions, court trial procedures, risk warnings, and judicial assistance to the society, and provides warm and considerate services to the people in a way that the people can see, understand, and feel respected. The parties can timely and accurately understand and master relevant information materials by simply dialing the 12368 voice inquiry hotline with a telephone without leaving home, which greatly facilitates the people, better meets the people's needs for judicial services, effectively safeguards the legitimate rights and interests of the people, and fully demonstrates the good image of the people's court of being convenient, beneficial, and close to the people.
• Strengthening the construction of the 12368 Telephone Call Center System is an effective way to adhere to judicial publicity and achieve judicial justice. Judicial publicity is an important part of the construction of socialist democratic politics and socialist rule of law in our country, and it is also an important symbol of judicial modernization and judicial democratization. Publicity Show fairness, and justice defends public trust. Without judicial publicity, there will be no social supervision, and thus no judicial justice. Only by actively strengthening the publicity of their own work, consciously making judicial work public, making service measures public, and always accepting the inspection of the common people can people's courts at all levels improve the vitality and public trust of court work. Strengthening the construction of the 12368 Telephone Call Center System is an effective way to promote justice through publicity and seek public trust through justice. The 12368 Telephone Call Center System platform discloses the trial and execution work, case procedures, judgment results, and all judicial work related to the people of the court to the society, realizing the full transparency of the judicial process, making the people aware of it, and consciously accepting social supervision. From the perspective of the parties, realizing judicial publicity ensures that the parties can meet their needs for seeking judicial relief in an open and fair order, further enhancing the people's understanding of the work of the court; from the perspective of judges, through public and perfect procedures and fair and transparent trials, judges can more strictly abide by professional ethics, continuously standardize judicial behaviors, and win the be convinced of the parties and the trust of the public.
• Strengthening the construction of the 12368 Telephone Call Center System is a major measure to adhere to judicial democracy and strengthen the construction of judicial integrity. Judicial democracy is the essential requirement of socialist rule of law, the specific manifestation of the people's nature of people's judicature, and the specific measure to realize serving the people judicially. The people are the subject of judicature, and the people should have the right to know about their public affairs and information related to their personal interests. Only with the active participation of the broad masses of the people can the people's nature of judicature be demonstrated. To realize judicial democracy, it is necessary to establish unobstructed supervision channels to ensure the people's right to know. Strengthening the construction of the 12368 Telephone Call Center System is to open the door of the court by scientifically setting service functions, extending service spaces, and expanding service fields, allowing the people to effectively supervise the trial, execution work, and other work of the court in a visible way. Through the 12368 Inquiry System platform, the people can express their opinions, shorten the distance with the people, increase equal communication with the people, consciously accept the supervision of the people and society, rely on the strength of the people to effectively improve and perfect the work of the court, promote fair and clean judicature, comprehensively improve service quality, and let the people get close to judges and the court, and then obtain the trust and support of the people.

System Functions

The 12368 Voice Inquiry System mainly has eight functions, namely: case information inquiry, litigation guide inquiry, litigation fee inquiry, trial period inquiry, court trial procedure inquiry, case jurisdiction inquiry, risk warning inquiry, and judicial assistance inquiry.

• Case Information Inquiry. The parties can inquire about the progress information of case trials according to the case inquiry number and password provided on the system service notice letter by the case-filing department when filing a case, including detailed content information such as the case-filing stage, case-allocation stage, court session stage, trial extension stage, execution stage, appeal stage, and case closure. And the case information such as the case number, handling court, handling department, handling judge, case-filing date, case trial status, and trial period can be sent to mobile phones by SMS, and free SMS notifications of case status changes can be subscribed.
• Litigation Guide Inquiry. It guides litigation parties on how to sue in the court, what conditions should be met for suing, what contents should be included in the complaint, how many ways of suing there are, what regulations there are on the statute of limitations of cases, what materials should be submitted to the court besides the complaint, and who should provide evidence to prove relevant factual materials during litigation.
• Litigation Fee Inquiry. According to the category of cases and the amount of litigation claims of cases, it introduces the charging standards and payment methods required for litigation, including the proportional payment by amount segments for cases involving property and the payment standards and methods for various non-property cases.
• Trial Period Inquiry. It introduces the legal time limits of judicial organs in trying various civil, commercial, criminal, and administrative cases.
• Court Trial Procedure Inquiry. It introduces the relevant procedures and regulations in the court trial process, such as court session trial, court investigation, court debate, and court judgment.
• Case Jurisdiction Inquiry. It introduces the level jurisdiction regulations of civil and economic cases of grassroots, intermediate, and high-level courts in the province to facilitate the public to understand the jurisdiction scope of courts at all levels.
• Risk Warning Inquiry. It introduces common forms of litigation risks to help parties avoid common litigation risks and reduce unnecessary losses.
• Judicial Assistance Inquiry. It provides the conditions required for applying for judicial assistance and the proof materials that need to be provided when applying for judicial assistance.
• Legal Consultation: Provide answers to common legal questions such as case jurisdiction, case-filing materials, litigation fees, and judicial assistance for the public to help them better understand legal procedures and their own rights and interests.
• Case Information Inquiry: The parties can inquire about the progress of cases, handling judges, and other relevant information by providing case numbers, ID numbers, etc., so that they can keep track of the case dynamics at any time.
• Litigation Consultation: Provide guidance on litigation activities such as **, appeal, and application for execution for the public to help them better understand and deal with the litigation procedure.
• Contact Judge: The system can also provide the function of querying the contact information of judges or leaving messages for the public, enabling them to get in contact with the handling judges to communicate about case situations or reflect problems.

Besides the telephone hotline, the 12368 Telephone Call Center System also provides more convenient and diversified services for the public by integrating multiple channels such as SMS, network, WeChat, and Weibo. Through the construction of a comprehensive Litigation Service Center of the People's Court, this system realizes the centralization, standardization, and intelligence of litigation services, effectively improving the efficiency and quality of judicial services.

Scheme Summary

The 12368 Voice Inquiry System effectively solves the difficulty that some regions and the masses cannot access the Internet or query information online. It and the online inquiry system jointly form an open and convenient judicial information query system. The 12368 Telephone Call Center System is an important bridge for communication between the court system and the public. By providing convenient and efficient services, it enhances the public's trust and satisfaction in the judicial system. The 12368 Telephone Call Center System is a specific manifestation of the concept of serving the people judicially in our country. By providing convenient and efficient judicial services, it makes the people feel that fairness and justice are around them.