Emergency Citizen Support Launched in Just One Day
to launch the support line, including the technical setup and operational rollout
citizen appeals processed across urgent humanitarian support requests
support coverage for people seeking help and essential information
Launching critical citizen support under extreme time pressure
The Office needed to turn thousands of urgent wartime appeals into a structured support operation almost immediately, while maintaining service quality, reliability, and clear communication.
Urgent launch
The support line had to be operational in record time, with processes, technology, and staffing ready from day one.
High-volume humanitarian requests
Thousands of citizens were seeking help with essential needs, requiring fast and organized handling of a large volume of appeals.
Emotionally demanding interactions
Agents had to remain calm, empathetic, and accurate while supporting people in difficult and often highly stressful situations.
From urgent need to live support in one day
Simply Contact rapidly assembled the people, technology, and workflows required to launch a reliable citizen support line under wartime conditions.
Rapid team mobilization
Agents, trainers, and support staff were brought together quickly to make the operation ready from day one.
Accelerated training
Agents received focused training and retraining to handle humanitarian requests accurately and respond appropriately in sensitive situations.
Full technical setup
Simply Contact organized the required IT infrastructure, communication channels, and technical environment for the hotline launch.
Monitoring & operational control
Clear workflows, analytics, and monitoring processes helped keep the operation coordinated and maintain visibility over service performance.
Humanitarian assistance across urgent citizen needs
HUMANITARIAN AID REQUESTS
- Applications for humanitarian assistance
- Requests for food and essential supplies
- Hygiene product requests
- Guidance on available support
MEDICINES & ESSENTIAL NEEDS
- Requests related to medicines
- Clarification of urgent individual needs
- Support with accessing available assistance
- Guidance on next steps
CITIZEN INFORMATION & SUPPORT
- General information and advice
- Calls and email inquiries
- Support in Ukrainian and English
- Calm, empathetic communication in difficult situations
Support built for high-stress situations
Agents were prepared to handle sensitive citizen requests with empathy, accuracy, and sound judgment while maintaining consistent service standards.
Stress resilience & judgment
Agents were trained to remain calm, empathetic, and effective in emotionally difficult and urgent situations.
Clear, consistent communication
Support was delivered in Ukrainian and English, with a focus on accurate guidance and consistent customer service standards.
Monitoring & performance control
Analytics, monitoring, and coordinated team oversight helped maintain service quality and keep performance targets under control.
Critical support delivered when it mattered most
Simply Contact launched and stabilized a full citizen support operation in record time, helping thousands of people access essential assistance and information during wartime.
to launch the support line: from setup to live operation
citizen appeals processed across humanitarian and information requests
service languages: Ukrainian and English
OPERATIONAL OUTCOMES
- 24/7 support maintained throughout the operation
- Humanitarian requests were organized into a structured support workflow
- Calls and emails were handled within one coordinated service model
- IT infrastructure, monitoring, and analytics were established from launch
- Agents maintained service quality in emotionally demanding situations
- Citizens received timely information, guidance, and access to essential assistance
Nadiia Vasilieva — Quote
Public organization “Digital Transformation Institute” and Simply Contact began working together in March 2022 on a joint project for the Office of the President of Ukraine. The goal was to organize and deliver humanitarian aid to the Ukrainian people. The support line launched in just one day, with all technical setup handled by Simply Contact. Their team manages calls and emails in two languages, with efficient workflows, analytics, and monitoring in place. Simply Contact has proven its professionalism, speed, and ability to handle complex challenges. We confidently recommend it as a reliable customer support partner.
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