The public registration service at the Government of the Kyrgyz Republic implemented technology of contact center

On March 31, 2017 the Weathervane Sale company announced implementation of technology of contact center in the public registration service at the Government of the Kyrgyz Republic.

Project Tasks

The program of development of the UN offers support of conversions and provides to the participating countries access to sources of knowledge, experience and resources for assistance in improvement of life of people.

Action with participation to the public registration service at the Government of the Kyrgyz Republic, (2017)

Within the program the automation of the systems of providing public services allowing to increase service quality of the population, to accelerate and increase number of the consultations provided to citizens, to reduce the number of the unprocessed addresses is provided. In 2016 the Public registration service of the Kyrgyz Republic became the participant of this program.

The center of Telephone Service created for refining of citizens in electoral registers was not equipped with a specialized software. Expanding services industry of technical service center, in February, 2016 to division the task - to automate the Center of Telephone Service was set.

Project Progress

The first stage - writing of technical specifications on automation of work of department.

In October, 2016 the tender as a result of which the contract for acquisition and implementation of the Infinity Call center software product was signed took place.

Implementation was begun at once.

Project Results

Personnel training which worked in the semi-automated conditions before without use of professional software products, took place simply and quickly. The only complexity consisted in time difference: when technical support of Infinity began the working day (Moscow), the staff of technical service center (Bishkek), already came to a lunch break, but it did not interfere with joint productive work. Operators mastered the program. It was succeeded to exclude completely paper filling of requests that increased service quality of citizens and increased overall effectiveness of work of technical service center twice: complaints to long waiting of the reply of operator were reduced, it became much easier for citizens to phone and receive the answer to the interesting question. The convenience of using of Infinity allowed operators to give more time to quality of the provided services. After study and implementation of new logic of business scenarios, it became much easier for management of technical service center to create statistics on the areas of work, to reveal frequently asked questions, to create reports for the analysis and further planning of rational use of working time of staff of technical service center. For March 31, 2017 we still study functionality of Infinity.