The Case Management Office of Shidian County People's Procuratorate closely focuses on the functional positioning of "management, supervision, service, and staff", comprehensively promotes the case management operation mechanism, adheres to exploration in practice, summarizes and promotes the working methods in exploration, and strives to create a "four one" case management service project, namely, "a smiling face" greeting, "a hello" greeting, "a chair" please sit, and "a cup of hot tea" send each other, comprehensively promotes the "new normal" of the sustainable and healthy development of case management work.
Since its establishment, there have been no errors in case management and handling work, and there have been no cases of detention in the procuratorial process that exceed the deadline. The cases have been 100% entered into the unified business application system. There have been no complaints on lawyers’ case review and case information inquiry and reception work. The satisfaction rate of lawyers’ professional rights protection has reached 100%. It has played a good role in the window service demonstration role of the case management department of grassroots procuratorial organs, laying a solid foundation for striving to build the “four ones” fine project.
1. Establish a sense of friendship with the people and create a "smiling face" to welcome and serve sincerely. makes smile a business card for case management work. Since the beginning of the establishment of the Case Management Office, all police officers have fully realized the current development status of the case management department as the window reception department of the procuratorate and the development opportunities and challenges it faces. They not only face up to problems and difficulties, but also strengthen their confidence, adhere to a smile and sincerely provide window service concepts. Taking the implementation of the three major laws of the New Criminal Procedure Law, the Civil Procedure Law and the Administrative Litigation Law as an opportunity, continuously enhance the sense of responsibility and urgency, further promote various reception work, refine the reception service functions, and ensure the standardization of all reception work. While doing a good job in daily work, the case management and office will deeply explore and stimulate the role of case management in resolving social conflicts and maintaining social stability, actively broaden the channels for public service to the public and protect the people's right to know. We have fully utilized the advantages of unified acceptance and delivery of cases, established a complete ledger system, grasped first-hand information of each case and litigation link at the first time, grasped the litigation dynamics in a timely, comprehensive and accurate manner, provided basic information guarantees for the parties to inquire and understand the cases, and opened up channels for expressing the demands of the masses. In order to facilitate public inquiries, our court's case management office has also opened a four-in-one inquiry channel that integrates telephone line inquiry, touch screen inquiry, online inquiry, and case management and actual inquiry, providing timely non-confidential information such as criminal suspect's name, acceptance time, litigation link, etc., to maximize the satisfaction of the public's right to know about law enforcement, promote communication and interaction between the procuratorate and the masses, and enhance the transparency and affinity of procuratorial work.
2. Establish awareness of serving the people and create a "Hello" greeting loving service. In daily case pick-up and drop-off services and reception of visits by the parties involved in the case, the case police officers strictly demand themselves in terms of standing posture, gestures, reception language, etc., and require others to do it in terms of work etiquette, dress etiquette, communication etiquette, etc., and they must do it first. At the same time, the Case Management Office organized police officers to carefully observe the entire business process of the county certificate service hall and the front desk salesperson of the financial banking system. Based on their own actual situation, they communicated and learned with relevant staff in some details in daily work, such as smile training, speech training and body language training, and found the problems and shortcomings in their work, sorted out three major aspects: procuratorial image etiquette, procuratorial office etiquette and procuratorial practical etiquette, and put forward detailed requirements, specifically in terms of details such as answering phone calls, dress etiquette, guest reception etiquette, communication and conversation etiquette, job etiquette, handshake etiquette, etc., and continuously improve the level of civilized law enforcement and high-quality service. In addition, we will fully implement office civilized terms and dress codes. The Case Management Office sets up a test mirror in the lobby of the courtyard to standardize its appearance and provide warm reminders on civilized etiquette standards through mobile phone text messages and WeChat, so that the police officers can keep smiling when receiving the masses and speak in a comfortable voice tone; pay attention to details to relieve the tension of the masses, so that they can feel at home and consult with confidence. We have truly achieved the requirements of standardizing justice, civilized reception, decent appearance and generous manners, and formed the four reception characteristics of "reception has welcome sounds, questions have answers, sending sounds when leaving, and echoes afterwards".
3. Create a sense of convenience and create a "chair". Please sit and serve with enthusiasm. Anyone who comes to the procuratorate, the case-manager police officers and police officers, regardless of cadres and masses, strangers and acquaintances, good or bad emotions, big or small problems, first visits and revisits, and inside and outside the jurisdiction, will warmly move out a chair: "Please sit, talk slowly." Through a chair, the distance between them and the visiting people is closer. The case management police actively reported to the leaders of the court. The Party Committee of the court attached great importance to it. In combination with the actual situation of case management, the case management was built into a procuratorial window department with the same standards and requirements as the public prosecution department. As the comprehensive business department of the procuratorate, the Case Management Office works hard and innovates, creates a benchmark for window demonstration services, and establishes a good professional image of the procuratorate. Focusing on the comprehensive service tasks of case acceptance, information entry, lawyer review, department connection, and reception of parties to various cases, we vigorously focus on hardware construction, strive to improve basic hardware facilities, and invest nearly 700,000 yuan to purchase high-definition scanners, high-definition cameras, and burners to build an electronic file production room; invest more than 20,000 yuan to equip more than 20,000 yuan to equip lawyers with high-quality one-stop service; establish a specialist system for property management in the case, and provide a special property storage room in the case to ensure the safety of property involved in the case. In the case of shortage of personnel and complicated work, a police officer was specially arranged to receive a full-time lawyer, responsible for the lawyer's appointment, contact, reception, registration and other management work. With limited office conditions, a rest reception office will be built separately, and the case management office will be built into a "mass home", and the reception environment will be continuously optimized. Case management and reception of parties have been fully recognized by the superior procuratorate many times.
4. Establish a sense of loving the people and create a "cup of hot tea" to deliver warm services. A cup of hot tea seems plain, but it gives you roses and leaves a fragrance in your hands. The faint fragrance of green tea sometimes serves as a magical function to calm the anger and grievances of the parties involved in the case, sweep the hard work of the case handlers, and resolve the complaints of petitioners involved in the prosecution. It is the same time for a cup of hot tea. Case handlers transfer cases and legal documents, and no longer tired of running around the various business departments. Case managers tap the keyboard and skillfully enter the unified business application system, which not only saves the time of the case handling agency and positively publicizes the fruits of the information construction of the procuratorate, but also brings closer communication between departments to achieve maximum communication of case information. A scientific and efficient unified case acceptance and diversion system not only simplifies the traditional case sending procedures of investigative agencies, but also maintains the legal bottom line for achieving fairness and justice in cases. Lawyers do not need to go through other complicated approval procedures when reviewing the case file. After registering with the "three certificates" to register, they can directly review the case file materials. Starting from January 2016, the Case Management Office will use the three major information platforms: case information disclosure platform, lawyer review platform, and electronic file platform to provide defense lawyers and litigation agents with the review and copying of electronic file files to maximize the realization of the rights of relevant parties. Since the establishment of the Case Management Office, a total of 623 cases have been accepted for review and prosecution, 442 cases have been submitted for approval, more than 400 cases of case information have been received, more than 80 cases have been reviewed, more than 300 documents have been collected and transferred, and more than 300 telephone inquiries have been accepted. The satisfaction rate of lawyer evaluation has reached 100%. The "one-stop" work innovative service model has been highlighted. It not only frees the business department from the complicated case reception, registration and diversion work, reduces the pressure of business work, and devotes more energy to facts and evidence to check, but also provides protection for the parties to better exercise their litigation rights, and puts the protection of the rights of all parties in the procuratorial process into practice.
The road to the highest pass is as iron as iron, and now we have taken the step back and forth. As a recruit in the procuratorate, all case management police officers will take the opportunity of carrying out the special education of "Three Stricts and Three Realities", "Loyalty, Clean and Responsible" and the "Special Rectification of Standardizing Judicial Behaviors" education activities. Based on the principle of "making the tone more friendly, the attitude more kind, the work more meticulous, and the smile more lasting", "receive the masses, carefully inquire about inquiries and records, listen to and report patiently, handle problems publicly, and solve the worries of the people" and strive to create a "one-stop" service, firmly establish a sense of responsibility and responsibility, and use reform, innovation and enterprising work thinking to show the good professional image of prosecutors in the new era.
