Call Center of Migration and Citizenship Service to provide high-quality services to citizens

The Call Centre of the Migration and Citizenship Service of Armenia was officially opened on April 14. The Centre was established with the support of the Council of Europe project “Strengthening Human Rights Safeguards for the Displaced Population in Armenia.” Its aim is to provide accurate and timely information on migration and citizenship matters and to raise awareness of these issues.

Head of the Migration and Citizenship Service of the Republic of Armenia, Nelly Davtyan, noted in her speech that the service was created in line with the agenda of migration management reforms.

“There is often talk about high-level concepts, migration strategies, and tools for more effective migration management. I am often asked how citizens can experience these reforms directly, and I emphasize how much work goes on behind the scenes before reforms reach the level of service delivery. A vivid example of this is the creation of the Call Centre, the immediate and direct beneficiary of which is our population. Moreover, there are no specific characteristics defining the beneficiary group—our beneficiaries include citizens of Armenia, foreign nationals, refugees, displaced persons, and even individuals outside Armenia who are interested in the country,” said Ms. Davtyan.

She added that the forced displacement of Armenians from Nagorno-Karabakh has created numerous challenges.

“It seems we have developed a kind of resilience and we have got used to working within this system. We are implementing reforms and managing crises through digitalization, so the support of our partners is of vital importance. The technical solutions were in place; we are working to improve their quality and content. Important events are also planned for the near future.”

Ms. Davtyan emphasized that the reform agenda is based on citizen-centered approaches, and that this structure is intended to demonstrate how those approaches are applied in practice.

Mr. Schnutz Dürr, Head of the Programming Department at the Directorate of Programme Coordination of the Council of Europe, highlighted the establishment of the Call Centre as a significant achievement for refugees from Armenia and Nagorno-Karabakh.

“We in Strasbourg were deeply shocked when we saw what happened. People were forced to leave their homes and were displaced. The Council of Europe responded by adapting its programs and projects as quickly as possible, with a strong focus on supporting refugees. This center is also part of that effort.

We are not only celebrating its opening today, but we are also ready to hear your views on future activities, recognizing the potential impact it could have on the daily lives of displaced persons. The center will systematically provide people with accurate information. In general, the work of administrative bodies is especially important for people in vulnerable situations,” said Mr. Dürr.

The project “Strengthening Human Rights Safeguards for the Displaced Population in Armenia” is part of a comprehensive €2.8 million response package to the refugee influx in Armenia. The package was developed following the visit of the Special Representative of the Secretary General on Migration and Refugees from October 11 to 13, 2023. During the visit, specific areas for support were identified in cooperation with national authorities, aligning with the Council of Europe’s Action Plan for Armenia (2023–2026) and the Action Plan on Protecting Vulnerable Persons in the Context of Migration and Asylum (2021–2025).

The project aims to provide tailored support to Armenian authorities in addressing the needs of displaced persons and refugees. It also seeks to improve access to information about their rights and the services available to them.