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MIL OSI Translation. Region: Russian Federation –

E. Samarin.

Thanks to the hotline, residents of the capital can check the readiness of documents, as well as find out the address of the nearest center of public services or any other city institution.

The unified reference service of the Moscow Government celebrates its fifth anniversary. Since 2015, operators have received more than 54 million calls from Muscovites, of which 22 million were processed by a voice assistant. Most often, Muscovites call the hotline to inquire about the readiness of their documents, to clarify the contacts of various authorities or management companies. Also, the top frequently asked questions include questions related to migration and obtaining a Russian passport.

“A single reference service was created on the basis of a citywide contact center. The unique project has no analogues either in Russia or in European countries. Residents of the capital can call the hotline at any time of the day and get answers to thousands of questions related to various areas of life. To improve the quality of customer service and reduce their waiting time on the line, we are constantly improving the functionality, introducing new technologies. For example, the speech synthesis, recognition and analysis system, as well as the translation of spoken speech into text, allow us to take the work with appeals to a new level, ”said Andrey Savitsky, head of the citywide contact center.

The hotline is becoming more and more popular with Muscovites every year. Over the past nine months of 2020, she was approached about 9.5 million times – four million times more than in the same period last year.

In particular, a unified help desk helped residents in cases where they had questions related to the threat of the spread of coronavirus infection. Operators received about four million of these calls. More than one million appeals this year related to the operation of public service centers. In addition, the townspeople were interested in the contacts of the administration and departments of social protection of the population.

Over six million calls from January to September were received by the voice assistant. This is three times more than in the entire 2019 – then the service was contacted about two million times.

The virtual operator handles about 60 percent of all calls coming to a single help desk. He knows the answers to questions in 62 areas and finds information in the knowledge base two to three times faster than ordinary operators. The robot will not only tell you the address of the nearest public service center and its opening hours, but also notify you if the documents are ready.

In 2018, the unified reference service of the Moscow Government was awarded the prestigious Crystal Headset Prize as the best public service center.

The unified reference service of the Moscow Government answers all questions related to the activities of state institutions, including centers of public services. By calling the hotline number: +7 (495) 777-77-77, Muscovites can clarify information about the readiness of documents and the status of applications submitted through the centers of public services, the Moscow State Services mobile application or the one-stop-shop service of the executive authorities. Operators will tell you a phone number where you can contact for housing and communal services. On the line, you will also be prompted with the contact details of the management company, the social protection department and other authorities.

In total, over 40 hot lines operate in the citywide contact center. For example, on issues of housing and communal services, citizens can call the unified dispatch center: +7 (495) 539-53-53. To make an appointment with a doctor, you need to call: +7 (495) 539-30-30. In the Moscow Transport contact center, residents are provided with information on urban public transport routes, fare payment procedures or tariffs. You can call by phones: +7 (495) 539-54-54 or 3210 from the numbers of mobile operators.

EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.

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