MFC of the Republic of Udmurtia

History

2021: Technical service centre processed about 470 thousand calls per year

Almost half a million calls arrived at the Telephone Service Center Udmurtia in the first year of operation. This was announced on October 4, 2021. Ministry of Digital Development of the Udmurt Republic (Ministry of Digital Development)

In October 2020, the Center for Telephone Service of the Population began to operate in Udmurtia on the basis of the MFC. During the year, the technical service centre processed about 470 thousand calls. More than half of them related to health issues - 270 thousand, about 200 thousand questions were related to state and municipal services provided by multifunctional centers.

Increasing the availability of public services is a priority task of the national project "Digital Economy of Russia."

At the time of opening, 19 employees worked in the technical service centre. As of October 2021, the state has 44 operators who receive about 2,000 calls a day. The call center serves a single federal number 122, which is called to organize medical care, including for appointment with a doctor, to call a doctor at home, to consult on vaccination against COVID-19. In addition, 122 were advised on the programs "Tourist cashback - reimbursement of part of the cost of children's recreation," "Comfortable urban environment," "School entry." In addition, the call center provides the following services: informing about the readiness of MFC documents, delayed entry in the MFC and healthcare institutions and call-back (call-back) for citizens who for some reason could not reach.

"technical service centre is a call center that uses lean technologies in terms of service delivery processes, and an intelligent speech robot consultant in terms of providing standard advice, as well as recording in institutions. For us, this is a powerful basis for the implementation of services for citizens, as well as a mechanism for analyzing satisfaction with the quality of providing public services to the population, "commented Timur Mejitov, Minister of Digital Development of the Udmurt Republic.