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City Social Information Center

Social support ecosystem for Novosibirsk Residents.
01.09.2022
Goal
Design and develop a social services portal.
The Novosibirsk City Hall offers a wide range of social services to its citizens — but many residents are simply unaware of them.

Together with the Department of Social Policy, we set out to create an online portal where people can learn everything about available services and support provided by the city. A full-fledged ecosystem where residents can explore available benefits, contact the call center, and request the help they need — all in one place.

Visit the website socialnsk.ru

We started by setting up a call center with a unified database of all social benefit recipients in Novosibirsk.

Our specialists configured an advanced database architecture that includes all the necessary information:

  • passport details;
  • family composition;
  • documents;
  • benefit categories;
  • history of interactions with social services.
To implement the concept, we needed significant technical capabilities, which could only be provided by the Bitrix24 Enterprise system.

We took on all the system administration tasks for the project:

  • designed the server infrastructure;
  • selected and configured the equipment;
  • deployed Bitrix24;
  • set up the database of beneficiaries;
  • uploaded the benefit categories.

We created users in Bitrix24 Enterprise for all departments of the social services and call center operators. All employees are located in different parts of the city. We set up phones for them on-site and populated the directories with all social services and organizations.

In the second stage, we set up a fully functional call center.

We made, configured, and developed:

  • number identification;
  • call queue and distribution;
  • call recordings;
  • reports in various breakdowns.

We populated the database of beneficiaries by importing data from the existing system, including information about provided services and payments.

During the call, the operator can clarify and fill in additional data about the caller or add a new person to the system. The system allows the operator to offer services or provide information about the relevant organization based on the citizen’s age and benefit category, as well as conduct a survey on one of the relevant topics.

Based on Bitrix24 Enterprise, we developed the technological infrastructure that ensures the call center operates seamlessly.
  • The multi-departmental structure ensures isolated data handling within departments while allowing communication through a shared portal. This enables us to have several interconnected systems within one.
  • The web cluster allows the load to be distributed across multiple servers for uninterrupted operation and access to the portal.
We created a website with an advanced service selection tool for beneficiaries.

The website provides detailed information about all the social services in the city, including a list of required documents for accessing them.

We set up two-way integration with Bitrix24: the entire database of services and organizations is automatically exported to the website, while requests from all feedback forms are exported to Bitrix24.

In the third stage, we implemented integration with the social bracelet system.

Citizens from certain beneficiary categories can receive bracelets with a QR code. Upon receiving the bracelet, the operator registers the recipient in the system. In case of an emergency, the code can be scanned to view details such as the person’s full name, medical conditions, and contact numbers.

The fact of scanning the code is instantly displayed in the system.

In the fourth stage, we added new sections and functionality to the website.

We implemented online registration for two services: the Family Care School and the Foster Parents School.

Applications submitted on the website are distributed among operators according to the specified city districts. After processing the application and completing the training, a record of the provided service is automatically added to the citizen’s profile in Bitrix24.

We added a new section, 'Volunteering' — for those who want to become volunteers and for those who need assistance.

All applications submitted through the forms are sent to Bitrix24.

Each department of the social services can create volunteer recruitment vacancies in the Enterprise system. Citizens in need of volunteer assistance can submit requests for these services.

Responses to volunteer vacancies are sent to the operator who posted the vacancy.

The 'Partnership' section is intended for organizations that wish to participate in the city’s social projects.

This system allowed us to display information on the website about all social projects currently active in Novosibirsk.

We also added the 'Healthy City' page to promote a culture of health among the citizens.
The 'City Social Information Center' is another one of our contributions to the life of Novosibirsk.

The call center number was widely publicized on local TV and radio. During the peak of the COVID-19 pandemic in 2020, the call center became the hotline for COVID-19-related questions. City residents could call at any time to learn about protective measures, symptoms, and treatment. We built a system capable of handling even such high loads, and we are proud of that.

Visit the website socialnsk.ru

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