The Federal Customs Service of the Russian Federation - FCS (Call Center Infinity)

In November, 2008 in the North Ossetian customs the voice informational portal is put into operation. The head of information technology of the Ministry of the industry, communication and information technologies of the Republic of North Ossetia-Alania, Candidate of Technical Sciences Alan SALBIYEV shares experience of the organization and project objectives.

Within a national appeal of the President of Russia Dmitry Medvedev to all public authorities – to show to the person attention to problems of citizens, to increase the level of information transparency and to react quickly to all addresses, to move to the innovation interoperability layer of society and state – there was a task of the organization of the voice portal. The purposes assigned to the portal were included by monitoring of activity of service, the analysis of citizens' appeals, timely processing and the corresponding reaction on them of officials, prevention and identification of the facts of corruption among staff of customs authority.

For technical implementation of tasks it was decided to use a product of Weathervane Sale company – Call center of Infinity. The choice of the platform was caused by existence of the graphics editor for formation of voice scenarios of processing of the arriving call and also adaptivity of a payment Alder to analog communication lines. Installation and setup of a product was performed by specialists of IT department of customs.

Alan shares the scenario of work of the voice portal: "At a call to service, to the subscriber the voice greeting is reproduced, sections of the voice menu are listed, and information on conversation recording happens. Following indications of the voice menu it is possible to pass to the necessary section, the corresponding report is given further and registration of a conversation begins. Menu items include:

• telephone hotline
• direct line with the chief of customs
• communication with legal department
• communication with the press service
• autoinforming.

The text of the message for "telephone hotline" is regulated by the order of STC Russian Federation of 7/16/1996 No. 447 "About enforcement of "telephone hotline".

All citizens' appeals arriving in the area of a voice informational portal are registered, processed and on each fact there is a reaction depending on contents of the address and the adopted regulations". For operating time of the portal a significant amount of addresses on different questions was accepted and processed. In February and September, 2009 direct lines with officials of customs authority and participants of foreign economic activity are drawn. The held actions got support and approval from the management, besides, were widely covered on corporate information resources of the Federal Customs Service.