For the citizens of Georgia, one of the key channels of communication with us is 112. For instance, between January 1 and November 30, 2019, 112 call-takers handled up to 2 million calls. While in the same period of 2020, the number of calls increased to 4 million.
Sadly, together with the emergency calls, number of non-emergency calls increased as well. For all COVID-related questions, citizens were addressing 112, accordingly, the average hold time increased, as well as number of similar calls and their duration. We put effort in increasing our resources.
112 arranged and launched a single government hotline – 144. Backup call center were set up in three locations in Tbilisi.
Moreover, we increased the number of call-takers to reduce the average hold time.