The Ministry of Justice’s “881” Call Center serves for the objective investigation and answering of appeals, conducting analyses for the improvement of activities, and increasing citizen satisfaction.
Information on this was provided to “Elchi” by the Ministry of Justice.
It was stated that the Call Center continuously carries out the answering and directing of citizens’ appeals across all areas of the Ministry’s activity during working hours.
During March, out of 16,052 appeals received by the “881” Call Center regarding the execution of court decisions, notary, registration, penitentiary field, activities of municipalities, forensic examination, probation, and other relevant fields, 15,818 were answered. The service level provided to citizens (the percentage of incoming calls accepted for answering within 30 seconds) was 90.57 percent, and the average service time for citizen appeals amounted to 1 minute 47 seconds.
In addition to this, at the Call Center, alongside the direct answering of appeals, feedback was established with 234 missed calls during the month through software reflecting the latest innovative solutions, including interactive voice menu, “callback” and “call order” services, and the answering of questions for 891 citizens who appealed on non-working days was ensured.
It was noted that for the purpose of evaluating service quality, an SMS is sent to citizens by the Call Center after the call ends. Citizens can evaluate the provided service by accessing the link in that SMS, answering short questions, and writing additional comments.
The Ministry of Justice continuously implements measures for the development of the Call Center, its organization in accordance with legislative requirements and modern standards, and for increasing citizen satisfaction, operational efficiency, and the quality of the provided service.
