Citywide contact center DIT of Moscow: Sending SMS notifications to residents of Moscow

2023: The beginning of the project for sending information SMS

A pilot project has been launched in Moscow to send information SMS notifications to residents on appeals related to the work of ground urban transport. This was announced on April 3, 2023 by the Moscow Department of Information Technologies (DIT). Now, during a call to the hotline of the Moscow Transport contact center (by number 495-539-54-54 or 3210 from a mobile), the operator, at the request of the resident, will offer to send an SMS message with the application number and the deadline for considering the appeal.

Contact center operators use this functionality every day. Most often, citizens turn to a contact center on compliance with the schedule on urban transport routes, an increase in the number of buses, the quality of drivers, and also leave their proposals for changing or launching new routes.

"Moscow Mayor S. Sobyanin instructed to launch new passenger services in public transport, thanks to which trips become even more convenient. SMS notification when contacting a contact center will allow people not to think about how to remember their application number in order to track its status. The operator will record the appeal, and SMS with the application number will come to your phone. Operators send up to 100 messages a day in response to appeals about the operation of land-based urban transport. In April, we will launch SMS notifications on all topics of requests to the contact center, "said Maxim Liksutov, deputy mayor of Moscow in the Moscow government for transport.

Information SMS is an additional tool for contact center operators when processing applications, as well as a convenient way to save information about their appeal for residents. Now, when contacting the hotline on the work of ground transport, operators, at the request of the applicant, will send an SMS message with the application number. This is convenient: residents do not need to look for a pen and paper to record the registration data of their appeal, all the necessary information about the application is now always at hand. This saves residents time and reduces the number of calls on the line. Only since the beginning of the year, at their request, two thousand SMS messages with application numbers were sent to residents, - said Andrei Savitsky, head of the Citywide Contact Center.

According to the results of the pilot project in April, other topics of appeals on the lines of the Moscow Transport contact center will become available to residents for information SMS notifications, among them: the work of ground transport drivers, information boards, the state of city transport stops, work, subway parking and others.