In 2023, IOM developed and implemented a new case management system for the Ministry of Reintegration of the Temporarily Occupied Territories (MRTOT) hotline for IDPs and war-affected people. The new digital solution reduces response times and provides information to answer queries based on data analysis. The assistance was provided through funding from the UK Foreign and Commonwealth Office and the Department for International Development.
“Previously, we used the services of a commercial company for a monthly fee. The new system is completely located on the own servers of the State Enterprise “Reintegration and Restoration”, which is managed by the Ministry, and its functionality provides for 1000 users at a time, which allows us to process appeals promptly,” says Andriy Tereshonok, head of the social information and reference service of the State Enterprise’s hotlines.
The new system was put into operation at the end of March 2024 and allows a team of 15 call centre operators to comfortably handle 1,000 to 1,500 calls per day. Two more operators take calls at night to ensure round-the-clock communication.
“The hotline is mostly used by internally displaced people. Currently, many of them have questions about their eligibility to receive financial assistance for IDPs. However, we also provide IDPs with information on evacuation orders, access to housing and compensation programmes, illegal eviction from temporary accommodation and other topics. The system has a separate workflow and categorisation for each type of question. “In addition, if a person has already contacted us, we automatically see their profile in the system when they call again,” explains Mr Tereshonok. “This allows us to answer callers’ questions more efficiently, refer them to the appropriate services for help, and understand their needs and the support they have received in the past.
“When the Ministry asked IOM to provide support last year, the hotlines were receiving a lot of calls, and many of them were being redirected to regional authorities,” explains Joshua Filippo-Holmes, IOM’s Evaluation and Data Coordination Manager. “This made effective case management difficult and prevented IDPs from receiving the information or referrals they needed. In addition, the new system provides the Ministry with an improved dashboard that allows it to understand which requests are most common and tailor its support and services accordingly.”
In addition to assisting with the implementation of the system, IOM will continue to provide technical support to ensure its proper functioning and prompt resolution of any issues that arise.