The hotline of the All-Russian Population Census has earned

2021: Hot Line Start

On September 24, 2021, at 9:00 Moscow time, the hotline of the All-Russian Population Census was launched. It was created on the basis of Rostelecom Contact Center (a subsidiary of PJSC Rostelecom). More than 170 operators of the contact center received special training to service the census and began answering questions from the population. The hotline by 8-800-707-2020 number operates daily from 9:00 to 21:00 Moscow time until the end of the census on November 14, 2021.

The main tool of the hotline operator Rosstat base is the knowledge developed by specialists and Rostelecom Contact Center. It consists of nine clusters, which include the basis for answering the questions of potential census participants: from the simplest (for example, on the timing of the census) to the most specialized (for example, what to do if you know 14 foreign languages, and in the form of a census questionnaire there are only four cells for answers). Questions that are not answered in the knowledge base will be transmitted to Rosstat, where they will quickly find a solution.

The preparation of the knowledge base took into account data from previous censuses and current requests from the audience. This was greatly helped by the pages of the census on social networks and the experience of communicating with subscribers, which we have accumulated over the past year and a half. For a number of issues, it is provided to switch the caller to Rosstat employees. In any case, together with the specialists of the contact center, we will do everything so that our respondent does not leave without answering the question of interest to him, "said Pavel Smelov, deputy head of Rosstat.

According to Pavel Smelov, the main preparatory work has already been completed. Rooms were selected, transferred to the regions tablet computers for census takers, an electronic census form was prepared for, the public services portal recruitment of census takers and census volunteers was completed.

For the first time, the upcoming census will use digital technologies on such a large scale. And a person with any level of computer literacy should cope with them, and hotline operators are called upon to help. It is very important to talk with the calling person in the same language, to talk about the complex and technological as simple as possible. Therefore, we pay special attention to the development of communication skills during training and in the daily work of operators. We care about the development of personnel and the creation of comfortable working conditions. Employee engagement and satisfaction positively affect productivity and improving the quality of service, and as a result, both the person who applied and the operator who helped find the right answers to his questions are satisfied, "said Ekaterina Filippskaya, Deputy General Director - Operations Director of Rostelecom Contact Center.

The All-Russian population census will be held from October 15 to November 14, 2021 using digital technologies. The main change will be the ability of residents of Russia to independently fill out the electronic census form on the public services portal. When bypassing residential premises, census takers will use domestic-made tablet computers with the Russian Aurora operating system (OS). It will also be possible to correspond at census sites, including in the multifunctional centers for the provision of state and municipal services "My documents."

Rostelecom is a digital partner of Rosstat during the All-Russian Population Census.

In accordance with the instructions and decisions of the President and the Government of Russia, domestic equipment and technologies will be used in the census. Tablet computers were produced by Aquarius LLC and Byte Erg LLC at five production sites in Moscow, Kostroma, Krasnoslobodsk, Shuya and Kaliningrad. The project allowed domestic companies to establish a full production cycle for the production of tablets on an industrial scale.