这样的案例，在20年热线履职中俯拾皆是。"12351热线始终聚焦职工最关心、最直接、最现实的利益问 题。数据显示，2006至2025年，工会界委员累计参与接听热线372人次，诉求涵盖工资、医疗、交通、 住房等多个领域，其中住房、养老金、工资等民生问题位列前五，住房问题诉求达387件，占比 7.65%。"北京市政协常委、市总工会一级巡视员赵丽君对记者表示。 （来源：工人日报） 本报讯（记者赖志凯 见习记者沙剑青）"您好，这里是委员'带着职工心声上两会'热线，我是北京市政 协委员王晓艳，您有什么诉求请讲……"1月7日，在北京市总工会12351职工服务热线大厅，北京市政协 工会界的委员们准时"上岗"值守。今年是这项活动开展的第20个年头，20年来，历届北京市政协工会界 委员坚守热线岗位，将5057通来电中的"急难愁盼"转化为高质量提案带上北京市两会，让这条热线成为 职工维权的"直通车"、社情民意的"晴雨表"。 "没想到一个电话，真把困扰我多年的'心病'解决了！"回忆起2024年通过12351热线解决医保康复支付 问题的经历，退休职工李师傅仍难掩激动。当时，李师傅因术后康复需要长期理疗，但医保支付时限不 足，后续费用 ...

Core Viewpoint - The article emphasizes the importance of modern information technology in building a worker rights protection service system within coal mining enterprises, highlighting its role in safeguarding employee rights, resolving potential conflicts, promoting democratic management, and enhancing corporate cohesion [1][2]. Group 1: Theoretical Foundation and Necessity - Establishing harmonious labor relations is fundamental for the sustainable development of coal mining enterprises, with unions playing a crucial role as representatives of employee interests [1]. - Traditional methods of addressing employee grievances are inefficient and lack transparency, necessitating the development of more effective and accessible response mechanisms [2]. Group 2: Value Impact of Digital Rights Protection Channels - Digital channels enhance the efficiency of rights protection and employee satisfaction by allowing for immediate submission and response to grievances, significantly reducing processing times [2][3]. - The transparency and fairness of labor relations are improved through online processes that minimize human intervention, ensuring traceability and accountability in grievance handling [2][3]. - Data analysis of grievances helps identify systemic issues and potential risks, enabling proactive management and early detection of labor disputes [3]. - The platform facilitates democratic management by gathering employee insights and suggestions, which inform decision-making and improve operational processes [3]. Group 3: Key Steps in Building Digital Rights Protection Channels - A standardized online grievance handling platform is established using mature QR code technology, ensuring easy access for employees to submit grievances [4][5]. - An immediate response mechanism is implemented, requiring union representatives to contact employees within 24 hours of grievance submission [5]. - A professional analysis mechanism is in place to investigate the root causes of issues and develop actionable solutions [5]. - Data-driven decision-making is emphasized, with regular analysis of grievance data to identify recurring issues and inform management strategies [5]. - Specialized task forces are created for sensitive or complex grievances, ensuring thorough investigation and resolution [5]. - Monthly evaluations of grievance handling are conducted to assess effectiveness and identify areas for improvement [5]. - Continuous promotion and education about the platform are carried out to enhance employee engagement and legal awareness [6].