The Government of the Federal District (GDF), through the Relationship Center, announced that the call centers now operate uninterruptedly, 24 hours a day. With the aim of bringing the population closer to public authorities, the 300 professionals who work on the channels provide more than 20 thousand services daily, ranging from information to scheduling public services.
The Relationship Center brings together channels 154 (Traffic Department), 151 (Consumer Protection Institute), 160 (Health Department), 162 (Ombudsman’s Office), in addition to Central 156. All of these are coordinated and managed by the Economy Secretariat of the Federal District (Seec-DF). Through the connection, considered practical, agile and low cost, citizens can access the information necessary to use the services offered to them.
“Our channels are important to facilitate contact between citizens and the government. The expansion of the working hours to 24 hours allows the user to have access to public services at any time of the day”, stated the executive secretary of Contracts and Agreements at the Secretariat of Economy (Seec), Daniel Riehl.
In addition to the calls made when citizens get in touch, the center provides proactive assistance. “We also call people to make announcements or alert them about a specific issue. In this modality, there are around 10 thousand calls per day”, stated the coordinator of the DF Relationship Center, Joran Freire.
Get to know
Do you have any questions? See the difference between the channels and which one to activate.
– Central 156: works with an updated knowledge base for each agency, which provides services through channels 156, 160, 162 and 151. Channel 156 has nine service options, with different services, such as Bolsa Família re-registration ; teleenrollment and literate DF; IPTU and IPVA; bus schedules; housing; combating violence against women; hotline racism; senior citizen hotline and other information about the DF government, Na Hora, among others.
– Channel 154: intended for issues involving Detran-DF. The service focuses on providing information about the services provided by the department to the population of the DF.
– Channel 160: provides service options, with different services, such as information from the Department of Health, scheduling a blood donation (Hemocentro), donating breast milk, scheduling a Specialized Component Pharmacy (High Cost Pharmacy).
– Channel 162: offers service options focused on ombudsman services – registering complaints, compliments, suggestions, requests or reports.
– Channel 151: provides two service options, with the aim of providing information and clarifications about consumer relations, opening a complaint register, guiding, informing and clarifying the consumer when formulating queries and complaints, as well as providing guidance about services already in progress, or even through referral to Procon’s in-person service or another competent body.
Technology and inovation
The DF Citizen Service Center – which responds by telephone to the number 156 – is innovating the way citizens interact with the government, with the introduction of service via WhatsApp, driven by artificial intelligence (AI). This initiative marks a new era of accessibility and efficiency in public services, providing a more agile and convenient experience for DF residents.
The official GDF WhatsApp responds to the number (61) 3410-9000 and is in the testing phase to fine-tune the technology to ensure accurate and effective service. Recently, human assistance via telephone 156 was integrated into the WhatsApp system, offering a hybrid approach that combines the efficiency of AI with the empathy and understanding of human agents. In the instant messaging application, service is also 24 hours a day.
Web support via human chat 24 hours a day, 7 days a week will soon be introduced, further expanding communication and support options for citizens. The AI testing phase will be completed in the first half of the year.
The information is from Agência Brasília
