Government Support Operations Launched in One Day
to launch the project: from setup to live operation
contacts processed across the government support line
citizen inquiries handled per day, providing timely assistance and information
agents on the line, supporting round-the-clock operations
service coverage for citizens requiring assistance at any time
Launching reliable citizen support under extreme pressure
The Government Contact Center needed a partner capable of rapidly expanding support capacity during wartime while maintaining service quality, operational stability, and timely assistance for citizens in difficult situations.
Immediate operational launch
The project had to go live in record time, with staffing, training, processes, and technology ready almost immediately.
High daily inquiry volumes
The team needed to process thousands of citizen requests every day while keeping support accessible and responsive.
Consistent 24/7 service
Round-the-clock coverage required reliable workflows, experienced agents, and continuous operational control to maintain quality under demanding conditions.
A high-volume government operation ready from day one
Simply Contact rapidly deployed the people, training, technology, and performance controls required to support an established government helpline at scale and around the clock.
Experienced team deployment
A skilled support team was selected to maintain service quality and ensure continuous line coverage across the 24/7 operation.
Fast production readiness
Agents completed intensive training and retraining within a limited timeframe, allowing the team to enter production quickly.
Technology & infrastructure
Simply Contact established the IT environment required to support reliable day-to-day contact center operations.
Performance visibility
Monitoring and analytics processes provided ongoing visibility into service performance and helped keep operational targets under control.
Citizen assistance across a broad range of needs
CITIZEN INQUIRIES
- Processing incoming appeals
- Providing relevant information
- Clarifying available support options
- Guiding citizens on next steps
ASSISTANCE & CONSULTATIONS
- Support for people in difficult life situations
- Consultation across government-related requests
- Clear and structured communication
- Escalation where further action is required
BILINGUAL SUPPORT
- Service in Ukrainian and English
- Consistent communication standards
- 24/7 availability
- Support across high daily inquiry volumes
Consistent service under continuous operational oversight
The support model combined experienced staffing with clear service standards, ongoing monitoring, and rapid retraining to maintain quality across a high-volume 24/7 government operation.
Experienced team
Agents were selected with the level of experience needed to maintain service quality and support continuous line coverage.
Service standards & retraining
Teams worked against defined customer service requirements, with rapid retraining when processes or instructions changed.
Monitoring & performance control
Analytics and operational monitoring helped track service performance, maintain visibility, and keep project targets under control.
High-volume citizen support delivered with speed and control
Simply Contact rapidly deployed and stabilized a 24/7 government support operation capable of handling thousands of daily inquiries while maintaining service quality and operational visibility.
contacts processed across the government support operation
citizen inquiries handled per day, supporting consistent access to information and assistance
to launch the project with staffing, training, technology, and operational processes in place
OPERATIONAL OUTCOMES
- 24/7 service maintained with an experienced 40-agent team
- Ukrainian- and English-language support delivered within one operation
- Monitoring and analytics established to maintain performance visibility
- Agents entered production quickly following accelerated training
- Service processes aligned with defined quality standards and project targets
- Citizens received timely assistance and consultations during wartime
Olena Marushchak — Quote
Simply Contact provided us with outstanding support and rapid execution in launching our contact center project within a single day. Their capability to efficiently manage over 2,000 inquiries each day has been crucial in delivering prompt assistance and information to our citizens in times of need. The professionalism and swift adaptability of the Simply Contact team have been key factors in the success of our government helpline.
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