Together with the Department of Social Policy, we decided to create an Internet portal where citizens can learn everything about the services and services of the City Hall. A real ecosystem, within which residents will choose available services and benefits, call the call center and order the necessary services.
Visit the site socialnsk.ru
Our experts set up an extended database architecture, taking into account all the necessary information:
- passport data;
- family composition;
- the documents;
- preferential categories;
- history of interaction with social services.
We took over the entire system administration of the project:
- designed the server infrastructure;
- selected and configured equipment;
- deployed Bitrix24;
- set up a database of beneficiaries;
- loaded preferential categories.
They brought users to Bitrix24 Enterprise for all departments of the social department and call center operators. All employees are located in different parts of the city: we set up telephones for them in the field and filled out directories of all social services and organizations.
Made, configured, developed:
- identification of numbers;
- queue and distribution of calls;
- call records;
- reports in various sections.
We filled the database of beneficiaries by importing data from an existing system, including information about the services provided and payments.
Right during the call, the operator can specify and fill in additional data about the caller in the database or add a new person to the system. It is possible to offer a service or provide information about the desired organization, based on the age and privileged category of a citizen, and conduct a survey on one of the topics of interest.
The site provides detailed information on all social services of the city with a list of documents required to obtain it.
We have set up two-way integration with Bitrix24: the entire database of services and organizations is automatically uploaded to the site, and applications from all feedback forms are uploaded to Bitrix24.
Citizens of certain preferential categories can receive bracelets with a QR code. Upon receipt of the bracelet, the operator registers the recipient in the system. In case of an emergency, you can scan the code and see the data: full name, diseases, contact numbers.
The very fact of reading the code is instantly displayed in the system.
Made an online enrollment for two services: a family care school and a foster parent school.
Applications left on the site are distributed among the operators according to the districts of the city indicated in the applications. After processing the application and passing the training, a record about the service provided is automatically added to the citizen’s card in Bitrix24.
All applications from the forms are sent to Bitrix24.
Each division of the social department can create vacancies for the recruitment of volunteers in the Enterprise system. Citizens who need the help of volunteers can apply for these services.
A response to a vacancy from volunteers comes to the operator who posted it.
This system made it possible to place on the site information about all social projects that operate in Novosibirsk.
The call center number was widely covered on local TV and radio. During the peak of the 2020 pandemic, the SSCC call center became a hotline for COVID-19 issues. Residents of the city could call at any time and find out everything about the means of protection, symptoms and treatment. We have built a system that can withstand even such loads, and we are proud of it.
Visit the site socialnsk.ru