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MIL OSI Translation. Region: Russian Federation –

Deputy Prime Minister Dmitry Chernyshenko held a meeting at the Coordination Center on organizing the work of call centers of the unified service 122 in the constituent entities of the Russian Federation.

The meeting was attended by representatives of the Ministry of Digital Development, the Ministry of Health, the ONF, the Coordination Center and all regions of Russia.

“In most regions, the peak load on the 122 service has been passed, but we need to work with the primary link. Call center operators receive calls and route them. But at the level of polyclinics, failures can occur, and a person does not always receive the necessary service promptly. In the whole country, over the past week, the number of calls by 122 decreased by 40% and amounted to just over 2.15 million. The reduction in calls in Moscow, the Moscow Region and St. Petersburg had the greatest impact on the decline in the indicator. In 82 subjects, the average waiting time for an operator’s response is about a minute. But, despite the stabilization of the situation and adherence to our standards, there are one-time failures in the regions. Technical specialists on the ground try to work them out quickly and solve problems within a couple of hours. The ONF constantly monitors the situation in each constituent entity of the country and sends its data here, to the Government Coordination Center,” said Dmitry Chernyshenko.

He also added that due to the involvement of volunteers and medical students, it was possible to almost completely staff the service. According to the ONF, more than 4,000 “We are Together” volunteers work in call centers, and more than 13,300 volunteers work in medical institutions.

Another important issue on the agenda of the meeting was the issuance of certificates for antibody tests by citizens through the public services portal. Since February 21, the service has become available at EPGU. The certificate is valid for six months.

“We monitor the statistics daily. There are more and more people wishing to issue such a certificate every day. To date, 95,000 certificates have already been issued to Russians based on an antibody test. I ask the Ministry of Digital Development, together with the National Priorities ANO, to promptly respond to emerging questions from citizens regarding their registration, to conduct explanatory work,” the Deputy Prime Minister said.

The unified service 122, which provides routing of calls to medical institutions, ambulance services, as well as advising citizens on issues related to COVID-19, was created in the regions on behalf of the President of Russia in November 2020.

EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.

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