Muscovites have left more than 177 thousand reviews of the unified dispatch center via e-mail. Such a possibility for citizens appeared in April of last year.
After a call to the dispatch center, the user receives an e-mail with a letter asking to evaluate the work of the operator. You can reply at any time. Early questions about the quality of service asked during the call.
for More than a year, the citizens sent more than 814 thousand electronic letters with a request to assess the work of operators. Service rating received answers to 21.6% of sent emails. It should be noted that in 2018, when the questions were asked on the phone, the figure was 5.8 percent. This suggests that Muscovites prefer to evaluate the work of the specialists of a single dispatcher center via e-mail.
this year, the operators of the unified dispatch center received the online knowledge base developed by the citywide call center. Now, when appeals to the citizens specialists do not spend time searching for information. The system determines a category or type of case, searches for a match in the knowledge base and offers a suitable alternative.
a Single control center appeared in may 2016. For four years the operators have processed more than 21.2 million applications, of which 2.2 million this year. Service specialists take about 500 thousand calls a month. The average waiting time for operator response is 38 seconds.
to Contact the dispatch center by phone or by using the application “public Services of Moscow”, where you choose “Unified dispatch center” and click “Apply”. After that you should choose the category to specify the type of defect, click on the “Next” button and enter the address. The appeal will be in work in a few minutes. Case status can be tracked directly in the app.
