Citywide contact center DIT of Moscow

A citywide contact center is a center that includes reference and dispatch services of the city of Moscow.

The citywide contact center has been operating in Moscow since 2011.

Processes more than 2.5 million requests per month. About 90 percent of applications fall on hot lines popular with Muscovites:

• unified reference service of Moscow (+7 (495) 777-77-77),
• single dispatch center (+7 (495) 539-53-53),
• single appointment service (+7 (495) 539-30-00),
• contact center "Moscow Transport" (+7 (495) 539-54-54),
• technical support for the Public Services Portal (+7 (495) 539-55-55) and
• hotline for recording readings of individual water consumption meters (+7 (495) 539-25-25).

2022: Processing 61 million calls

In 2022, citizens called the city-wide contact center hotlines more than 61 million times to use city services or get advice on their issues. This is four million times more than in 2021, on January 10, 2022, noted in the metropolitan Department of Information Technology.

Most often, residents call hotlines to consult on issues of obtaining city services and find out the status of readiness of documents, resolve issues in the field of housing and communal services, make an appointment with a doctor, transfer meter readings, get the necessary information on vaccination or social support measures in connection with partial mobilization. Operators process calls 24/7, so you can call and get help at any time. In addition to operators, a voice assistant answers common questions from citizens. In 2022, he processed almost half of all calls received: more than 28 million, - said the head of the citywide contact center Andrei Savitsky.

The virtual assistant received about 2.5 million calls from citizens every month and almost halved the waiting time for a response on the line.

In 2022, the townspeople most often called the information and reference service line for the population of the city of Moscow (service 122). Residents of the capital turned here more than 17.8 million times on issues of obtaining advice from narrow specialists in medical institutions, vaccination and others. For more prompt processing of residents' appeals, thematic dedicated lines were created regarding the spread of the omicron strain and partial mobilization, as well as the @ MobilizationmskBot telegram bot. During partial mobilization, he processed more than 64 thousand appeals from citizens. Residents in 87 percent of cases rated the work of the service at 4 and 5 out of five possible points.

More than nine million times Muscovites turned to a single dispatch center by phone: +7 495 539-53-53. Here residents can leave an application on issues related to housing and communal services. Most often, in 2022, citizens reported a malfunction of elevators, lighting and the need to replace lamps at the entrance, shortcomings of heating and electrical systems in the apartment or in the water supply system.

In the unified reference service of the Moscow Government by phone number: +7 495 777-77-77 Muscovites received help over eight million times. In more than 3.5 million cases, a voice assistant helped to solve issues of concern to Muscovites. The largest number of calls concerned the status of readiness of documents, the work schedule of the centers of public services "My Documents," consultations on the work of the mos.ru portal, charges for a single payment document, receiving electronic services and using services. Assessing the work of the service, 95% of the townspeople put 4 and 5.

Specialists of the contact center "Moscow Transport" answer by phone: +7 495 539-54-54 and 3210 (for calls from a mobile phone). In 2022, they helped get information about the work of urban transport more than 1.7 million times . The townspeople learned about the mode of operation of transport, payment for parking lots and transmitted information about things forgotten by passengers.

More than 5.4 million requests from Muscovites were processed on the hotline for registering readings of individual water meters (+7 495 539-25-25). This is one million more than in 2021. 99% of these requests were processed by the virtual assistant.

Hotlines of the citywide contact center worked on New Year's Eve. The first calls in 2023 began to arrive at midnight on January 1: Muscovites turned to operators not only for information, but also to congratulate them on the holidays. The most popular were the unified reference service of the Moscow Government (+7 495 777-77-77) - 4240 calls were received here, the technical support service of the mos.ru portal (+7 495 539-55-55) - 217 calls and the unified dispatch center (+7 495 539-53-53) - 10,744 calls. From December 31 to January 1, these communication channels received more than 15 thousand calls.

2019

Prerequisites for Creating a Contact Center

There were more than 80 official hotlines of executive bodies of the Moscow Government (+ up to 400 local)

Virtual Operator Development Stages

2018