DGM surpasses 117 thousand effective user interactions via the Call Center

Santo Domingo.- The General Directorate of Migration (DGM), in the course of this year, has interacted via the call center with more than 117,382 users who, through inquiries and requests, have received satisfactory and quality attention that has generated positive experiences for them. Managing calls, perceived as the fastest way to resolve an urgent or complicated matter on immigration issues, is handled by a team of collaborators who, in real time, offer information on processes, advice for administrative requests, and guidance in cases of interdiction, ensuring timely responses and strengthening trust in the institution’s services.

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The monthly behavior reflects a constant increase in interaction with the citizenry: in January, for example, 13,392 calls were received and 13,285 were answered; in February, 12,039 received and 11,884 answered; in March 12,870 received and 12,686 answered; in April 14,116 received and 13,965 answered; in May 16,123 received and 15,987 answered; in June 18,002 received and 17,903 answered; in July 18,503 received and 17,196 answered, and in August 14,558 received and 14,476 answered. This reflects a 99% effective attention response rate, which demonstrates effective management and citizen service in constant strengthening and evolution. The call center operates with tel. (809) 508-2555, ext. 0, and is available Monday through Friday, from 7:30 am to 3:30 pm. Among the most recurrent requests are inquiries about immigration files (16,370), requirements for various procedures (11,370), and requests for certifications of departure of minors (4,562), data that allow guiding institutional efforts towards a more focused and effective attention to those who need to carry out any type of immigration procedure. These results reflect the DGM’s commitment to continuous improvement, accountability, and citizen participation, ensuring that users have an accessible, efficient channel aligned with the strategic axes of transparency and quality in public management.