The Ministry of Justice’s “881” Call Center is dedicated to ensuring the objective examination and response to inquiries, conducting analyses to improve its operations, and enhancing citizen satisfaction.
The Call Center operates continuously during working hours, responding to and directing citizens’ inquiries across all areas of the Ministry’s activities.
During October, the “881” Call Center received 19,337 inquiries concerning the enforcement of court decisions, notarial services, registration, the penitentiary sector, municipal activities, forensic examination, probation and other relevant areas. Of these, 19,095 inquiries were answered. The service level provided to citizens (the percentage of incoming calls answered within 30 seconds) stood at 94%, while the average handling time for citizens’ inquiries was 1 minute and 55 seconds.
In addition to directly responding to inquiries, the Call Center uses software incorporating the latest innovative solutions to provide interactive voice menu, callback and call-back request services. During the month, follow-up contact was established in response to 242 missed calls, while the inquiries of 465 citizens who contacted the Call Center on non-working days were also addressed.
To assess service quality, the Call Center sends citizens an SMS after each call. By following the link provided in the message, citizens can answer a short questionnaire and leave additional comments to evaluate the service received.
The Ministry of Justice continuously implements measures to further develop the Call Center, ensure its operation in compliance with legislative requirements and modern standards, and improve citizen satisfaction, responsiveness and the overall quality of services provided.
