Implementation of a single contact center 109 for registration of accounting and processing of applications from citizens

Project description

A contact center for receiving applications from residents and guests of the city of Kyzylorda on issues of public utilities, security and emergency situations. In the field of city management, a "single contact center-109" was put into operation to answer from the first call or send / process an appeal to the appropriate service, ensuring high-quality and fast processing of all applications from applicants. These are issues of 1) improvement, 2) power supply 3) heat supply 4) water supply 5) street lighting, traffic lights, road signs 6) solid household waste 7) activities of cooperative of tenants and control over the implementation of landscaping, coordination of the activities of utilities and operational services in the elimination of the incident , taking into account the assessment of users for specific requests through feedback.
Previously, residents of the city needed to know more than 80 phone numbers to solve these problems. And now applications are accepted only by one single number "109" and are automatically sent to the appropriate organizations.

Region

Kyzylorda region

Provider/IT-company name

LLP «IT SPACE»

National/foreign

national

Scope

city

Year of launch into operation

2019

Financing source

local budget

Results(Impacts)

improving the quality of services provided