MFC of the Sakha (Yakutia) Republic upgraded technological support of contact center

On April 29, 2015 it became known of upgrade of technological support of contact center in the multifunction center of providing the public and municipal services in the Sakha (Yakutia) Republic (GAU "MFC of RS (Ya)"). Contractor of the project BFT company.

Project Tasks

The regional service center by means of telephone informing and consultations of physical persons and legal entities on providing the public and municipal services created on the basis of a technology platform Chapel works since 2012. A main objective - increase in availability of information on the public and municipal services to inhabitants of the republic.

MFC of RS (Ya) operator, 2014

Prior to project implementation the staff of RTsTO had no possibility of operational processing of incoming calls and addresses due to the lack of uniform information base about conditions and an order of providing the public and municipal services. Besides, in hours of peak load answering interval of the call center operator because of what not all applicants obtained information on the interesting questions considerably increased.

For improvement of quality of telephone service of citizens and execution of the Concept of creation and development of RTsTO approved by the order of the Government of the Sakha (Yakutia) Republic of February 7, 2013 No. 89-r, administration of GAU "MFC of RS (Ya)") made the decision on implementation of additional options in automated information system of RTsTO "Chapel" (the AIS of RTsTO "Chapel") and modification of a management system for an electronic queue. Determined by the contractor of the project BFT company.

Project Progress

In the project specialists of BFT carried out works on collecting, the analysis and processing of technical options of implementation of the tasks and their adaptation to requirements and wishes of RTsTO and GAU "MFC of RS (Ya)"). For reduction of quantity of the passed calls of the AIS of RTsTO "Chapel" it is integrated with the systems of telephony notifying and accumulating information on the missed calls, and the standard scenario of quality evaluation of service in the system of the voice notification is developed for data acquisition about quality of work of call center operators.

Project Results

Upgrade of a system of telephone service of MFC of the Sakha (Yakutia) Republic helped:

• Increase satisfaction of citizens with service quality due to rapid response to the passed or not processed calls in peak loads of RTsTO:
  • operators of the telephone center can call back to the applicants who did not wait for the reply of operator and to give consulting support, to register or cancel registration for acceptance.

• Carry out quality evaluation of services of work of call center operators on the basis of a feedback.

• Improve quality and reduce time of telephone service of citizens by operators due to integration of the AIS of RTsTO "Chapel" with:

• • portal of public services of the Russian Federation (www.gosuslugi.ru);
  • regional portal of the public and municipal services of the Sakha (Yakutia) Republic (www.e-yakutia.ru): allows operators to perform automatic search in services and to browse necessary information;
  • with the website of MFC of the Republic (www.mfcsakha.ru): provides request processing to order of a call back and display in the system of the user interface;
  • an information system of MFC regarding monitoring of state changes of addresses and informing applicants on an order of provision of services in MFC.