The Social Research Center (SRC) supervised the activity of communication lines of state bodies (institutions) in order to support citizens’ access to communication lines and management based on the provision of information to citizens in the new qualitative phase of relations between state bodies and society. .
by STM Oku.AzAccording to information provided to , a total of 68.4% (617 calls) of calls made to landlines and hotlines of 25 central bodies of the executive branch for state bodies (institutions) were answered and 31.6% (285 calls ) were not attended to. .
In the first half of the day, 66.5% (300 calls) of answered calls on both communication lines of 25 central executive bodies accounted for 33.5% (151 calls) of unanswered calls. A total of 70.3% of calls made in the second half of the day were answered (317 calls), 29.7% (134 calls) were not answered.
Of the total calls to landlines (229 calls), 47.3% were answered, 52.7% (255 calls) were not answered.
In total, 92.8% of calls to the hotline were answered (388 calls), and 7.2% of calls were not answered (30 calls).
45.0% of calls made to landlines in the first half of the day were answered, 55.0% were not answered. 91.4% of calls made to hotlines in the first half of the day were answered, 8.6% were not answered.
49.6% of calls answered and 50.4% of calls not answered to landlines in the second half of the day. In the second half of the day, 94.3% of direct telephone calls were answered and 5.7% were not answered.
Ministry of Justice: within the framework of monitoring, 18.2% of calls to landlines were answered and 81.8% were not answered.
In the first half of the day, the average call answering time on a landline was 9 seconds, and in the second half of the day, 53 seconds.
High efficiency was observed in responding to calls to the Ministry’s hotline. Thus, all calls to the hotline were answered in the first and second half of the day.
The average time to answer calls in the first half of the day was 1 minute and 14 seconds, and in the second half of the day it was 46 seconds.
The absolute majority of all calls made to the Ministry of the Interior (to landlines in the first and second half of the day) were answered, 86.4%, and 13.6% were not answered. The average call answering time on a landline was 20 seconds in the first half of the day and 27 seconds in the second half of the day.
The hotline has continued its highly operational activity for the past three years and answered all calls during the first and second half of the day.
The average call handling time on the hotline in the first and second half of the day was 2 seconds.
Ministry of Health – 59.1% of calls to the landline number were answered, 40.9% were not answered. In the first half of the day, the average call answering time on a landline was 11 seconds, and in the second half of the day, 6 seconds.
95.5% of calls to the hotline were answered, 4.5% were not answered. The average call handling time in the first half of the day was 1 minute and 6 seconds, and in the second half of the day it was 17 seconds. Calls were apparently answered more quickly in the second half of the day.
The analysis showed that, unlike landline numbers, calls to the hotline are answered faster in the first and second half of the day.
Ministry of Science and Education – Calls made to landlines in the first and second half of the day were not answered.
77.3% of the calls answered on the helpline in the first and second half of the day, and 22.7% of the calls not answered. The average call handling time in the first half of the day was 1 minute and 58 seconds, and in the second half of the day it was 2 minutes and 32 seconds.
Ministry of Culture – 13.6% of calls to landlines were answered, 86.4% were not answered. In the first half of the day, the average call answering time on a landline was 19 seconds, and in the second half of the day, 44 seconds.
77.3% of calls answered on the hotline, 22.7% of calls not answered. The average call handling time in the first half of the day was 11 minutes and 34 seconds, and in the second half of the day it was 8 minutes and 5 seconds. Calls were answered 3 minutes and 29 seconds later in the first half of the day compared to the second half of the day. Analysis of both lines of communication showed that calls to the hotline were answered more quickly than to landline numbers. As a result of the analysis, it was found that calls to the hotline are answered later in the first and second half of the day compared to landline numbers.
It should be noted that from May 22 to June 27, 2024, the Center for Social Research made approximately 3,500 calls to landlines and hotlines of 116 state bodies (institutions), including 39 state bodies (institutions) and 77 bodies of the executive branch local. According to the monitoring results, 1,927 calls (59.2%) were answered on landlines and direct lines, and 1,328 calls (40.8%) were not answered. For calls to 198, the number was busy or inactive.
Monitoring of the lines of communication of state bodies (institutions) and local executive bodies was carried out in two stages, in the first and second half of the day.
Video recordings were made of all calls made as part of the follow-up.
Once the monitoring was completed, the collected data was classified by institutions and categories. The data classified by the relevant institutions were entered into the database and analyzed using a special program: SPSS (Statistical Software Package for Social Sciences) and a report was prepared based on the final results.
