Duisburg municipal service center handles 600,000 annual calls

The municipal service center ‘Call Duisburg’ has reached a milestone of processing up to 600,000 calls annually. Originally launched in October 2001 as a pilot project, the center has grown from a small unit of 20 employees into a major interface between the administration and the public.

Currently, approximately 70 employees handle inquiries for the city of Duisburg, local businesses, and the partner cities of Bottrop and Dinslaken. Duisburg Mayor Sören Link described the service as more than just a hotline, calling it a ‘pilot, problem solver, and crisis helper’ that often serves as the city’s first point of contact.

To improve efficiency, a voice assistant system is scheduled to begin assisting with problem-solving for citizens in February 2026. According to Service Center Head Horst Hauswirth, this technological support is intended to increase accessibility and allow staff to dedicate more time to complex and intensive advisory requests.