A letter has arrived at the editorial office of VB.KG from a reader who expressed dissatisfaction regarding the unavailability of the Ministry of Energy's hotline.
He noted: "I call, and there is music playing. The music, although pleasant, takes up time and money. We, the citizens, want to get answers to our questions. Why are we paying taxes?"
It should be noted that similar complaints about hotlines of government institutions regularly reach the editorial office. Kyrgyz citizens often face this problem, especially during periods of power outages or tariff changes.
When there is electricity, but no connection
Recently, President Sadyr Japarov stated that in 2.5 years, Kyrgyzstan will be able to eliminate the electricity deficit, urging citizens to be patient. "We will stop being a country that imports energy and start exporting it," he emphasized.
This statement sparked active discussions and became encouraging news for citizens who are used to saving electricity and enduring temporary outages. However, many emphasize that the quality of feedback remains an important indicator of the effectiveness of ministries. There is a feeling that the Minister of Energy is simply hiding behind the President's words.
According to our reader, Kyrgyz citizens have become accustomed to doing without basic conveniences but want their opinions to be taken into account.
“Of course, we are a resilient people - we have endured the absence of light and water. But when it is impossible to get through, it creates the impression that the authorities do not care about the people,” he added.
Feedback as an indicator of trust
Problems with access to hotlines are not only technical difficulties but also a matter of trust between the state and society. When a citizen cannot reach the ministry, they feel isolated from decisions that affect their lives.
Despite the active development of social media pages and the publication of press releases, citizens increasingly lack live communication and quick responses. Sometimes calls are handled by automated systems, and sometimes the lines are simply busy - and it all ends with waiting music.
Experts note that this reduces the quality of communication and undermines trust even in the most favorable government initiatives.
Experience of other countries
In neighboring countries, centralized contact centers have already been implemented. For example, in Kazakhstan, there is a unified service that automatically distributes calls among available operators, allowing citizens not to wait long for a response. In Uzbekistan, online platforms have also been introduced, allowing questions to be asked not only by phone but also through chat.
In Kyrgyzstan, a similar system does not yet cover all agencies. Some ministries are implementing digital solutions, but they operate in test mode or are not integrated into the overall communication system.
Citizens' expectations
While the country prepares for stable electricity supply, citizens hope that communication between the authorities and society will also improve. Transparency and accessibility of information are a kind of social energy that strengthens trust, reduces tension, and allows citizens to feel like part of a country where their opinions truly matter.
