Moscow’s Hotline Evolves Into a Digital Citizen Assistant After 10 Years
A decade of innovation has transformed Moscow’s government hotline into a powerful digital assistant that helps residents solve thousands of everyday issues — from utilities to healthcare and beyond.
Over the past ten years, Moscow’s city hotline has evolved from a simple call center into a comprehensive citizen support service, Mayor Sergey Sobyanin announced. Today, operators and AI-powered voice assistants handle over 500,000 calls every month, offering guidance on more than 7,000 topics.
Most frequently, residents call to check the schedules and addresses of 'My Documents' service centers and other municipal offices. Other popular inquiries include document readiness, housing and utility payments, and using the city’s online portal, mos.ru, to access digital public services. Citizens can also ask about attaching to a local clinic, obtaining social support measures, or even what to do if a pet goes missing.
Smart Governance in Action
Continuous improvement of the hotline remains a strategic priority for the Moscow government. The integration of artificial intelligence and the regular expansion of its knowledge base have dramatically increased both response speed and service quality. The platform now stands as a vivid example of how smart technologies are making urban governance more efficient, responsive, and citizen-centered.
In just a decade, Moscow’s hotline has become much more than a help desk — it’s a digital ecosystem for urban communication, showing how large cities can leverage technology to stay in touch with their residents in real time.
