ICL Services

State government institution: IT outsourcing

The Customer for the project is a government body supporting the work of Tatarstan's highest-ranking officials. The organization has several information systems where every citizen residing in the region can submit a question.

The Customer receives a large number of messages both from members of the local public that are registered on the Gosuslugi portal and in other Customer systems, and from employees of government institutions working in these systems.
Since the Customer was receiving numerous public queries that were addressed directly to the key officials of the Republic of Tatarstan, there was a need to create a special hotline for the prompt resolution of each such query. The customer's priorities also included increasing loyalty both among the public and among government employees.
 
 The hotline, according to the Customer's idea, would greatly ease the burden on employees that were forced to spend their working hours receiving calls outside their competence.
 
To solve this problem, the Customer turned to ICL Services, which had previously created a contact center for handling Gosuslugi's handling incoming requests.

Key Challenges

  • Create a single point of entry: a hotline for queries from the citizens of Tatarstan.
Solution

Implemented our solution

  1. Work on the project began in October 2022.

    As the first step, the ICL Services team analyzed all incoming calls by amount and subject matter. Our experts divided the calls into 3 groups, based on subject, and developed algorithms for processing each group, as follows:

    • providing a consultation;
    • redirecting to the relevant agencies;
    • recording official queries according to the Federal Law 59.
    Next, ICL Services experts assembled a staff of operators and trained them in the specifics of taking calls from regular citizens and government employees in Russian and Tatar.

    The incoming calls were also used to form a knowledge base, which is regularly updated to this day.

    After launching the hotline, the executive team continued to study the specifics of the calls, in order to understand which of them could be handed independently, without switching to internal employees. It turned out that about 30% of the calls came from members of the public who wanted to check the status of their request and learn when it was going to receive a response. Such calls would be redirected to the Customer's employees.

    In the final phase, ICL Services approached the Customer with a request for access to citizen queries. Then, the executive team worked together with the Customer to develop algorithms for checking request status, a task that it took over from here on out.

Results

  • Over the service period, we achieved a 100% SLA, which we have been retaining to this day.
  • We have significantly reduced the number of calls forwarded to the Customer's employees and are now in charge of informing callers of their request status.
  • The public has been thanking the Customer for professional service.
  • We are helping callers correctly formulate their requests in compliance with Federal Law 59 for further prompt consideration by the responsible government bodies.

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