The municipal hotline summarizes the year 2021
These days, the municipal hotline summarizes and analyzes the data of the past year in order to optimize the service for the city’s residents – all the answers in the article.
HaMoked operates within the framework of the Department of Security and Safety, Emergencies and ICT and is a central communication axis between the residents and the municipality – while forwarding residents’ inquiries and reporting hazards to workers in the field in real time. The municipal call center management system is an innovative service management system, whose entire purpose is to provide a faster, more efficient and more accessible service to the city’s residents.
Scope of referrals and ways of referral
In the past year, the municipal call center received 176,768 inquiries, with the average waiting time being only 30 seconds, a figure that represents a 30% decrease in waiting time from last year. While the phone call continues to be the main means of reporting, many residents choose to switch to the hotline service on WhatsApp – and report inquiries via the popular app, sending a text message and photos of the perpetrators to 050-8806106.
66% of all inquiries this year came by phone
30% of the referrals came through the WhatsApp of the municipal hotline
And the rest of the referrals came through the app and emails
The data indicate a steady and consistent upward trend in the use of WhatsApp when contacting the municipal center, and this year there was an increase of about 6% in the data usage of WhatsApp by the municipal center.
In addition to answering inquiries from residents, the municipal call center manages 2 service vehicles that work throughout the city – handle faults and provide an immediate response to various defects in real time.
On what issues do you turn to the municipal center?
City appearance – 20.8% of references
Traffic, signage and supervision – 13.4% of referrals
Maintenance – 12% of referrals
Municipal policing – 11.9% of referrals
Which neighborhoods lead the number of referrals?
Downtown – East – 19.8%
Downtown – West – 13.2%
Veteran rock housing – 5.6%
New Streets – 5.2%
West Gates – 4.6%
Dutch Streets – 4.5%
Kiryat Moshe – 3.9%
Mayor, Rahamim Malul:
“The municipal hotline is available to residents of the city at any time, 24/7, and manages to bring about a quick and effective solution of various problems and hazards in a short time. I urge residents to continue to contact the municipal hotline in ways convenient to you, we are here for you and for you.”
Council member Avi Kind, holder of a resident service portfolio:
“The municipal hotline is on the first line of the meeting with the residents and directs the referrals to the area quickly and efficiently. I am happy to see the trust that the residents place in the municipal hotline and I am proud of the improvement of the hotline’s work every year.”
Elitzur Zarchi, Director of the Security, Safety, Emergency, ICT and Municipal Center:
“The municipal hotline is a professional factor and an essential axis between the residents and the municipal bodies that provide a quick response to the residents ‘inquiries. The number of referrals to the municipal hotline expresses the residents’ trust in the referral by the municipal hotline and municipal employees. We continue to improve the service with the help of innovative digital means for the benefit of the residents of the city. “
Liron Feldman Yoslowitz, Director of the Municipal Center:
“The municipal center is the heart of the local authority, to which the residents turn in reporting inquiries and also requests for information. We are available for the residents and residents 24 hours a day and 7 days a week with an emphasis on a professional and courteous response.”