Governor Orders More Active Development of Hotline 110

In Novosibirsk Region, the unified hotline 110, through which residents can get consultations on issues related to the work of government agencies, will continue to be developed. Governor Andrey Travnikov gave this instruction to the relevant departments.

According to the head of the region, it is important not only to expand the service«s capabilities but also to monitor the quality of its work. To this end, the governor ordered regular analysis of feedback from residents, and the public reception office — to conduct test calls to assess how quickly and thoroughly specialists provide assistance.

The unified contact center with the free short number 110 has been operating in Novosibirsk Region since the end of 2022. It was created so that residents could get answers using the «one-stop shop» principle, rather than searching for phone numbers of different agencies.

As reported by Sergey Tsukar, Minister of Digital Development and Communications of Novosibirsk Region, 25 state agencies and institutions are connected to the system. In fact, the contact center has united about 40 separate hotlines. Operators handle more than 250,000 calls annually. The call completion rate is 96%, and if an operator cannot answer immediately, they will definitely call back.

— If earlier the hotline of a government body or institution was simply a specialist«s work phone number, who answered as time allowed, with no multi-channel lines, now a professional contact center has been created following all uniform service and quality control standards, — Sergey Tsukar reported.

According to the regional Ministry of Digital Development, 92% of inquiries are resolved already during the first interaction with the operator. If a question requires additional clarification, it is forwarded to the relevant agency. Residents rate the contact center«s work at an average of 4.9 out of 5 points.

The authorities also monitor the quality of work of second-line specialists. In 2026, they checked more than 1,500 appeals: the average rating was 4.8 points, and only 1.1% of cases required a repeat request.

A separate area of the contact center«s work is assistance to participants of the special military operation and their families. For them, there is a text service »Support for Our Own in NSO« (NSO stands for Novosibirsk Region), where one can get information about benefits and payments, medical, legal, and psychological assistance, apply for a rehabilitation certificate, or order social taxi. If an application requires more detailed processing, it is forwarded to specialists of the Ministry of Labor and Social Development of Novosibirsk Region.