On November 3 in Hanoi, the Department of Legal Dissemination, Legal Education, and Legal Aid (Department of Legal Dissemination and Legal Aid – DLLA), Ministry of Justice, organized the “Training Conference on the Legal Aid Hotline and Mobile Legal Aid Application”.
The legal aid hotline and mobile legal aid application are two digital tools implemented under the Project “Enhancing Legal Aid for the Poor and Vulnerable Groups,” funded by the World Bank through the Japan Social Development Fund (JSDF). These are considered practical steps in bringing technology closer to legal aid work, contributing to enabling citizens to easily access free legal services anytime and anywhere.
The conference was attended by Ms. To Thi Thu Ha, Deputy Director of DLLA, Mr. Tran Van Tri – Director of Vietnam Law Media Joint Stock Company, and delegates from State Legal Aid Centers of various provinces and cities in the northern region.
In her opening speech, Ms. To Thi Thu Ha stated: “The operation of the legal aid hotline and mobile legal aid application is one of the important steps in the digital transformation of the judicial sector, aiming to ensure that all citizens can access justice in a fair, transparent, and more convenient manner.”
The Deputy Director of the Department of Legal Dissemination, Legal Education, and Legal Aid also provided additional information: In the near future, the legal aid hotline and the mobile legal aid application will be piloted in two provinces, Dien Bien and Lao Cai, and may later be considered for nationwide expansion. The Department of Legal Dissemination, Legal Education, and Legal Aid will continue to coordinate with other units, technology experts, and State Legal Aid Centers to complete and expand the scope of the application, aiming to ensure that all citizens can easily access free, effective, and secure legal aid services.
Within the framework of the conference, delegates were introduced to and provided detailed guidance on two important digital tools: the Legal Aid Hotline 18001233 and the Mobile Legal Aid Application.
These two platforms were developed by the Department of Legal Dissemination, Legal Education, and Legal Aid in collaboration with UPNEXT Technology Joint Stock Company and DTC Technology and Services Joint Stock Company, aiming to enhance access to free legal aid services for citizens. The toolkit is targeted at vulnerable groups in society, such as the poor, people with meritorious services to the revolution, ethnic minorities living in regions with particularly difficult socio-economic conditions, and victims of domestic violence who face financial difficulties.
In addition, the Department of Legal Dissemination, Legal Education, and Legal Aid collaborated with experts to develop a specialized training manual, provided to State Legal Aid Centers, hotline operators, and administrators of the mobile legal aid application participating in the pilot program, serving as a basis to standardize content, procedures, and methods of implementation.
During the conference, Ms. Le Thi Thuy, Director of the Legal Information and Support Center, shared the process of receiving and handling information from the hotline, emphasizing the need to standardize operational procedures, and to enhance professionalism and efficiency in serving the public.
Trainees were instructed in communication skills over the phone with vulnerable people, emphasizing that this is a key factor for legal aid staff to build trust, encourage sharing, and accompany citizens effectively.
Hotline operators are required to communicate in clear language, speak gently, maintain a patient attitude, fully respect and protect the personal information of those receiving aid, as emphasized by the trainers.
In addition, trainees were also introduced to and practiced the procedures for operating, receiving, and handling information via the hotline, from recording calls, identifying legal aid requests, forwarding cases to the competent State Legal Aid Centers, to monitoring and evaluating service quality.
The hotline 18001233 operates completely free of charge, automatically records calls, ensures information confidentiality, and functions during office hours from Monday to Friday each week. Currently, the system has been established at the Department of Legal Dissemination, Legal Education, and Legal Aid, the State Legal Aid Center of Dien Bien Province, and the State Legal Aid Center of Lao Cai Province, ensuring the capability to receive information and provide rapid feedback nationwide.
At the conference, Mr. Nguyen Ngoc Quang, an expert from UPNEXT Technology Joint Stock Company, introduced the outstanding features of the mobile legal aid application, including: searching legal documents, submitting legal aid requests online, tracking appointments and case handling history, viewing lists of legal aid organizations and staff, and receiving the latest legal news updates.
Regarding technical functions, Mr. Dinh The Anh shared several tools to help citizens easily register, update personal information, submit requests, and receive direct feedback from the system.
Notably, the mobile legal aid application not only provides convenience for citizens but also helps state agencies managing legal aid to improve the efficiency of administration, operation, and supervision of legal aid activities nationwide.
In her concluding remarks, Ms. To Thi Thu Ha – Deputy Director of the Department of Legal Dissemination, Legal Education, and Legal Aid – affirmed: “The organization of today’s training conference is extremely meaningful, in the context of our Party and State’s special focus on modernizing and enhancing the application of information technology in the legal aid system.”
Ms. Ha expressed her hope that, with the enthusiastic participation and serious learning spirit of the delegates, the conference will bring practical results and lay the foundation for new advancements in applying information technology in the field of legal aid.
The conference concluded in an atmosphere of solidarity, open exchange, and high consensus on development goals. Delegates highly appreciated the practical content and engaging delivery, while expressing the expectation that the mobile application and legal aid hotline model will contribute to narrowing the legal gap between public authorities and citizens, spreading the spirit of “Leaving no one behind in access to the law”.
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