During the year, almost 47 million calls were received on the hotlines of the metropolitan contact center.

In 2025, the operators and voice assistant of the Moscow citywide Contact Center (OCC) received almost 47 million calls, said Deputy Mayor Natalia Sergunina.

Residents of the capital receive consultations on the hotlines related to the provision of public services, housing and communal services, public transport and other topics.

"The citywide contact Center was established in 2011. Since then, it has processed 467 million requests," Sergunina said.

According to her, the OCC continues to develop: hotlines on new topics are being opened, and the quality of service is improving. The virtual assistant, which appeared in 2014, contributes to this in many ways. He finds information twice as fast as a human: he suggests the addresses of city institutions, informs about the beginning of the heating season and checks the readiness of documents. If it turns out that the subject is not familiar to him yet, the call will be redirected to the operator. Based on feedback from Muscovites, specialists improve the skills of the assistant.

Today, there are 70 hotlines for residents of the capital. The most popular ones include the unified medical information service 122, the unified dispatch center, the unified information service of the Moscow government and the Moscow Transport contact center.

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