Since now on, the City of Vilnius and its enterprises will be consulting in a single customer service centre


This autumn, the City of Vilnius will greet its customers new way – starting today, having come to the City building, residents of Vilnius will be able to receive services of the City and its enterprises in a single place: here they will be able to conclude service provision agreements, to apply for registration of marriage, to refill their Vilnius resident cards, to check waste removal schedules, etc. The single customer service line 19118 has also been launched.

“Vilnius city, its institutions and infrastructure must save time of residents and guests of the city. Residents do not care about the sharing of functions or responsibilities inside the institution, for example, between the eldership, Vilniaus Vandenys, Vilniaus Šilumos Tinklai or other municipal enterprises and divisions. They want to receive services smoothly, conveniently and as quickly as possible. The pilot project of a single customer service centre will reveal how we can integrate systems, where we can try harder and will allow us to offer high-level service quality in the future,” said Povilas Poderskis, Director of the Administration.

At the single customer service centre, which is set up on the first floor of the City building, residents of Vilnius will be able to receive services of UAB Vilniaus Vandenys, AB Vilniaus Šilumos Tinklai, SĮ Susisiekimo Paslaugos, SĮ Vilniaus Atliekų Sistemos Administratorius (VASA), SĮ Vilniaus Miesto Būstas and the Civil Registry Division.

All the services that have so far been available at customer service centers or divisions of these companies shall be provided at the single customer service center. Both divisions and short numbers will be retained for the time being. Services will be provided in four languages: Lithuanian, English, Russian and Polish.

Paying for services will be possible not only on the self-service portal, but also in cash at special payment machines starting November.

“The customer service center in Konstitucijos Avenue is just the beginning. The project includes both shared self-service portal and single physical service centers arranged as needed in the future. We will seek to add electricity, gas and other services provided to Vilnius residents to the services offered by the city (such as advertising permits, etc., cold water and waste management for companies of the city). This is not just a possibility to have one invoice for paying for several services. This is an opportunity to manage own information or information of property owned in Vilnius,” said Eglė Radvilė, Adviser to Director of the Administration.

One of the key indicators of Vilnius, which the City Administration constantly strives to improve, is the travel time index. The aim is for Vilnius residents to be able to solve household-related matters in one place (physically, virtually and using one phone number) rendering such benefits as time saving and resolution of issues of concern in one place. Moreover, the City building is located next to the Center of Registers, so this location is expected to be quite popular.

The establishment of a single customer service centre did not cost anything to the City. This is one of the results of #wearecityceo – the initiative of the Director of Vilnius City Administration, when city companies are encouraged to work towards common city goals, providing company managers and employees with a common flow of information about the city as a single ecosystem. The #wearecityceo initiative focuses on common goals of all companies, while the whole general context of companies of the city is #mesesamevilnius.

Residents can conveniently arrive to the single customer service centre by public transport – buses 3G, 4G,  30, 43, 46, 52, 56, 88, 89 and trolleybuses 9 and 19, getting off at the Europos Aikštė stop, with a possibility to plan their trip on or mobile apps Trafi and m. Ticket.

Continuously growing number of residents being served, the availability of services provided by the City of Vilnius and the variety of communication channels have forced us to assess aspects of customer service quality. Having conducted an opinion survey of residents and defined their expectations, the City of Vilnius approved a new customer service standard at the beginning of this year. Ensuring even smoother and more accessible services for Vilnius residents, the City of Vilnius also introduced a significant novelty to its customers back in April – since now on, everyone will be able to receive a written answer in the language in which they applied. Persons applying to the City can receive almost all the services online – as many as 247 services are provided and can be ordered safely and quickly on the website

According to estimates, having arrived to the City building, the waiting time for the necessary service is a mere four minutes. Before the quarantine, about 350 people visited the customer service center of the City every day, while during the quarantine this number decreased due to a smooth provision of electronic services.