Through it it will be possible to get advice on public services, report problems, track appeals and record feedback.
The idea is simple: instead of dozens of disparate phone numbers and contact centers, there will be a single point of entry. Now the support is broken down by departments, with different rules and level of quality. The new call center should unify and simplify this.
The service will operate on a three-tier model: first-line operators will receive calls and solve typical issues, more complex cases will be transferred to specialized specialists, and the Agency for Electronic Governance will be responsible for the stable operation of digital platforms.
The project is also aimed at the diaspora and socially vulnerable groups – support will be available remotely, without personal visits and unnecessary bureaucracy.
What it will cost
The annual maintenance of the system is estimated at about 2 million lei. At the same time, the agencies will cover the operating costs of the operators from their own budgets, without additional expenses from the state treasury.
The government expects that the single call center will speed up problem solving, increase transparency and make public services more understandable and accessible.
The relevant decision and the regulations of the State Customer Support Service will be considered at a government meeting on Wednesday, February 18.
