The Ministry of Justice's “881” Call Center serves to objectively investigate and respond to inquiries, conduct analyses aimed at improving operations, and increase citizen satisfaction.
During working hours, the Call Center provides continuous assistance by addressing and redirecting citizen inquiries across all areas of the Ministry's operations.
In August, the “881” Call Center received 22,414 inquiries concerning the enforcement of court decisions, notary services, registration matters, penitentiary issues, municipal activities, forensic examinations, probation, and other relevant areas, of which 21,864 were responded to. The level of service provided to citizens (the percentage of incoming calls answered within 30 seconds) reached 84 percent, while the average service time for citizen inquiries was 1 minute and 48 seconds.
In addition to directly responding to inquiries, the Call Center utilized software incorporating the latest innovative solutions, including interactive voice response, “callback,” and “call request” services. Through these services, follow-up communication was established for 550 missed calls during the month, and responses to the inquiries of 564 citizens who contacted the Call Center on non-working days were ensured.
It should be noted that, for the purpose of evaluating service quality, an SMS message is sent to citizens by the Call Center upon completion of a call. Citizens may access the link provided in the SMS, answer brief questions, and submit additional comments in order to evaluate the service received.
The Ministry of Justice continuously implements measures to further develop the Call Center, ensure its operation in accordance with legislative requirements and modern standards, and enhance citizen satisfaction, efficiency, and the quality of services provided.
