DB37/T 4388-2021 公共法律服务平台工作规范

ICS03.160

CCSA00

37

山东省地方标准

DB37/T4388—2021

公共法律服务平台工作规范

Workspecificationsofpubliclegalserviceplatform

2021-08-16发布2021-09-16实施

山东省市场监督管理局发布

DB37/T4388—2021

目次

前言.................................................................................II

1范围................................................................................1

2规范性引用文件......................................................................1

3术语和定义..........................................................................1

4基本原则............................................................................1

4.1服务为本、协同推进..............................................................1

4.2全面覆盖、高效精准..............................................................1

5实体平台............................................................................2

5.1场所建设........................................................................2

5.2工作人员........................................................................3

5.3工作制度........................................................................4

5.4信息公开........................................................................4

6热线平台............................................................................4

6.1平台建设........................................................................4

6.2工作人员........................................................................4

6.3工作制度........................................................................4

7网络平台............................................................................5

7.1平台架构........................................................................5

7.2平台运行........................................................................5

7.3工作人员........................................................................5

7.4工作制度........................................................................5

8服务内容、方式与流程................................................................5

8.1服务内容........................................................................5

8.2服务方式与流程..................................................................6

9质量控制............................................................................6

9.1内部质量控制....................................................................6

9.2外部质量控制....................................................................6

10质量改进...........................................................................6

10.1共性问题处理...................................................................6

10.2个案处理.......................................................................6

10.3持续改进.......................................................................6

附录A（资料性）服务流程...............................................................7

A.1实体平台服务流程................................................................7

A.2热线平台服务流程................................................................8

A.3网络平台服务流程................................................................8

参考文献..............................................................................9