Smart Complaints and Proposals Platform Solution

Field of Application

Judicial Technology

Solution Overview

The Smart Complaints and Proposals Solution endeavors to address the pressing issues prevalent in scattered petition reception departments, unstandardized petition handling procedures, and ambiguous responsibilities in investigating and resolving contradictions. It aims to establish a seamless full-process workflow incorporating first-time reception, first-time service, first-time disposition, first-time feedback, efficient supervision, and comprehensive data collection, creating a closed-loop system for enhanced efficiency. Central to the platform are key functions such as video reception, online petition submission, public services, risk assessment, supervision, risk mapping, trend analysis, and situational awareness. With a primary objective of evaluating existing petitions, anticipating hidden risks, and visualizing operational activities, the platform enhances its capacity to analyze and predict petition trends, thereby gaining insights into the evolving dynamics of petition contradictions.

Solution Highlights

1. Emphasizing online joint reception and diverse dispute resolution strategies
The platform facilitates video (joint) reception and video joint mediation, orchestrating collaboration among petition services, people's mediation, administrative mediation, judicial mediation, and other relevant entities to effectively resolve petition conflicts. Through a range of interventions, it aims to comprehensively enhance citizen response rates, initial petition and visit satisfaction levels, and the resolution rates of recurring petitions and visits.
2. Digging deep into petition data to accurately predict and prevent risks
By delving deep into petition data and utilizing technologies like big data intelligent mining, the platform accurately identifies and forecasts major risks, critical areas, and key individuals by monitoring high-frequency sensitive keywords and petition frequencies. This proactive approach enables the accurate detection, precise prediction, and early warning of conflicts and disputes, averting potential escalations effectively.
3. Dynamic coordination and real-time supervision to enhance work effectiveness
The platform tracks the entire process of petition conflicts and disputes online, handles challenging and intricate cases digitally, and encourages collaborative efforts among relevant departments online to achieve effective conflict resolution. This approach aims to realize joint management of critical issues, coordinated handling of major events, and effective governance of significant conflicts.

Solution Architecture

Business Value

Leveraging modern information technology, the platform conducts video interviews and online joint reception, establishes a convenient, standardized, and efficient online service center, and advocates for the prevention of conflict risks at source, thorough investigation and warning mechanisms, coordinated resolution strategies, and joint emergency responses. Through the integration of smart petition systems, the platform enhances and refines a comprehensive mechanism for multi-dimensional coordination and resolution of social conflicts and disputes. It establishes a petition service network accessible at the grassroots level, paving the way for long-term mechanisms focused on risk prevention and conflict resolution.

Application Scenarios

Scenario 1: Reception and Handling of Petitions
The platform introduces new operational paradigms like video reception, joint reception, intelligent diversion, diversified resolution, risk investigation, intelligent analysis, and precise profiling. It orchestrates the coordination of petition service resources within the city, alongside grassroots investigation and resolution forces. Establishing an intelligent command system for petition management, with the Municipal Petition Office at the helm, individual responsible units act as the core handlers of petitions, while various societal forces provide support. This intricate setup weaves a comprehensive network for source prevention and resolution, fostering stable control and resolution of contradictions and disputes.
Scenario 2: Petition Data Analysis and Evaluation
The platform consolidates the intelligence derived from petition data across the entire region, leveraging big data technology and analytical methods. Through an in-depth exploration of data value, it fully realizes the potential for analysis and trend prediction within the realm of petition scenarios. To proactively address critical issues that may trigger large-scale collective petitions, the platform implements control measures before they escalate. By catching these issues early and addressing them at their nascent stages, the platform effectively prevents petition problems at their source, heralding a new era characterized by an innovative model of petition management.
 

Success Stories

Beijing Petition Big Data Analysis System
Beijing Shijingshan "ShiShiJieFen" (Real-Time Dispute Resolution)
Foshan Public Complaints Service Platform
Shandong Jining "HeWeiGui" (Harmony Is Paramount)