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Verification of communication: citizens of the Russian Federation began to send questions to Putin for a direct line
Russia is preparing for a direct line with Vladimir Putin. On December 5, the Popular Front showed reporters the work of a call center in Moscow. The head of the executive committee of the organization, Mikhail Kuznetsov, said that this year an even greater number of veterans of the SVO will receive and process calls. At the same time, the role of artificial intelligence should expand, which will now not only decode requests, but also think about where to send them correctly for consideration. The direct line will run in two weeks. The expert community emphasizes that this format has long been a sought-after tool that plays an important role in communication between government and society.
Operation of the direct line call center
Preparations for the Results of the Year program with Vladimir Putin are in full swing. The collection of appeals began on December 4 and will continue until the direct line, which will take place on the 19th. The media reported that as of mid-Friday, over 100,000 requests had been received.
Call center operators in Moscow actively receive calls and scrupulously record all questions and appeals from citizens. Most of them are young people, among whom there are both employees of Rostelecom and representatives of the youth wing of the Popular Front.
Becoming a member of a team of operators is not easy. To get into it, the volunteers of the Popular Front needed to prove themselves in humanitarian missions in the free zone, Mikhail Kuznetsov, head of the organization's executive committee, told Izvestia.
— There is no absolutely safe zone there. It seems to be safe to travel to Avdiivka, but in general, not everyone will choose to go and help people in their free time or holidays. We are proud of the guys, they are real patriots," he said.
The organizers continued last year's initiative: along with everyone else, veterans of the SVO are working in the call center again. There are more of them this time. More than 10 veterans will work in shifts at four equipped sites, including guys from the Time of Heroes program and several fighters who were seriously injured. For many of them, receiving direct line calls is an opportunity to prove that even with severe injuries it is possible to realize their abilities and solve important government tasks.
One of the operators is Alexander Antonov, a native of Tatarstan. During the mine clearance, he completely lost his eyesight. However, this is the second time he has participated in collecting citizens' appeals.
"I really like this job, because if I stayed alive after such an explosion, it means I stayed to work and serve the people, the president," Antonov told Izvestia.
According to him, last year more than 21,000 appeals were received from veterans of the SVR, they were interested in questions about special operations, social services and protection, education, construction, medicine, gas supply, banks and loans.
To capture requests from all over the country, operators have to work from early morning until late evening. However, the guys change every two hours, and artificial intelligence helps them in their work — the GigaChat neural network developed by Sberbank. By the way, last year, AI was already used in preparation for the direct line.
— Our technologies will analyze in just seven seconds gender, age, region, and the essence of the appeal. GigaChat will also help you automatically determine which authority an appeal can be assigned to for consideration. Previously, it took up to several months at the regional level," said Maxim Yeremenko, Vice President and Director of the Department for the Development of Artificial Intelligence and Machine Learning at Sberbank.
At the same time, if earlier GigaChat simply had to quickly decrypt incoming messages before the start of the broadcast, now it will be obliged to automatically route appeals according to the competencies of the authorities, highlight priority cases and situations concerning the most vulnerable categories of citizens. People will continue to refine the data. Tens of thousands of people work in the editorial team in the regions for this purpose.
Why draw a straight line
Mikhail Kuznetsov, head of the Executive Committee of the Popular Front, said that the organization annually receives feedback from citizens, whether they are satisfied with the solution of the issues they have addressed. According to the results of the previous direct line, 46% of citizens confirmed that they were satisfied with the answers they were given. This is 5% more than the previous time. The Tula, Kemerovo, Chelyabinsk and Rostov regions became the best regions for processing appeals.
— The indicator of last year should not be worsened. By the start of the new straight line, we need to disassemble and decrypt everything so that we can see the entire array. Secondly, it needs to be prioritized, which is also a target indicator. In other words, we must identify all problematic issues concerning people of the most vulnerable categories — families of participants in the SVO, children with disabilities, families with children who have special needs, large families, poor families, elderly citizens, - said Mikhail Kuznetsov.
The first questions for a direct line with Vladimir Putin relate to the social sphere and housing and communal services, said Elvira Saifieva, coordinator of the youth wing of the Popular Front in the Orenburg region, call center operator. After the direct line, the People's Front promises to monitor the execution of appeals. By the way, it is not uncommon for issues to be resolved literally live. For example, in 2024, Leonid Shipilov, a pensioner from the DPR, said that during the shelling of his house in May 2022, his workbook burned down, which prevented him from recalculating payments. Vladimir Putin asked the leadership of the DPR to deal with this issue "without unnecessary bureaucracy." A few hours later, the head of the region, Denis Pushilin, announced that the pensioner's problem had been solved.
Public events of the president traditionally perform two main functions: managerial and communication, Oleg Lyakhovenko, senior researcher at the Department of Russian Politics at the Faculty of Political Science at Lomonosov Moscow State University, told Izvestia.
— The format of the direct line suggests that more emphasis will be placed, first of all, on communication, although important instructions from the president cannot be excluded both during the event and following its results. The main task of the direct line is "social therapy" and work with the fears and expectations of citizens, that is, first of all, it is important to calm people, provide guidance, show that the authorities hear people's aspirations, and reduce anxiety," the analyst noted.
In addition, the "Results of the Year" with Vladimir Putin is in many ways an already established ritual that shows the stability and stability of the system, the political scientist believes.
— Of course, one should not expect any radical actions or statements from a direct line, such a management style is not in the nature of the Russian government. On the other hand, citizens also understand that the state is not run live on TV. In general, a direct line is a sought—after tool that plays an important role in communication between government and society, provides relief from social anxiety, and provides guidance on where and how the country is moving," he said.
You can ask the President a question on the program's website. moskva-putinu.ru/москва-путину .in the Russian Federation, by SMS or MMS to the number 0-40-40, by phone 8-800-200-40-40, through a special mobile application, as well as by sending a text or video message on the social networks VKontakte and Odnoklassniki or via a chatbot in the messenger MAX.
In 2024, the "Results of the Year" with Vladimir Putin lasted four and a half hours. During this time, the president answered 76 questions. This time, the direct line will be combined with a big press conference again.
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