Ukraine's Pension Fund Contact Center Expands Operations
In February of this year, Ukraine's Pension Fund significantly expanded its Contact Center network by opening new branches in the Cherkasy and Kyiv regions. This strategic move has resulted in a major increase in call-handling capacity and a sharp reduction in the time callers wait to speak with an operator. The center now handles a minimum of 8,000 calls daily, a substantial rise from last year's average of approximately 6,000 calls per day.
Increased Staffing and Operating Hours
The new Cherkasy branch employs 54 consultant-operators, while the Kyiv branch has 50. This expansion follows the opening of a Left Bank branch in Kyiv last July, which staffs 32 consultants. As a direct result of these additions, the average wait time to connect with an operator has been reduced to just 5 minutes.
'This marks the third phase of enhancing the capabilities of the Ukrainian Pension Fund's hotline,' stated Olena Temriuk, Head of the Contact Center.
She emphasized the critical importance of these changes for improving the quality of public service.
The Ukrainian Pension Fund Contact Center operates Monday through Friday from 8:00 a.m. to 8:00 p.m., and on Saturdays from 8:00 a.m. to 2:00 p.m. The contact numbers are:
- 0-800-503-753
- 044-281-08-70
- 044-281-08-71
Operators provide advice on a wide range of matters, including pension provision, subsidy and benefit applications, insurance payments, state social assistance, social scholarships, compensations, other payments, and the use of the electronic services web portal.
Furthermore, the Contact Center facilitated over 10,600 video identification applications in 2025, demonstrating the growing public adoption of this modern service. This expansion is a key step toward making essential social services more accessible and efficient for Ukrainian citizens. The significant increase in processed calls and the shorter wait times confirm the effectiveness of the new branches, which is likely to improve public satisfaction with the Fund's services. The strong uptake of video identification also highlights a public readiness to engage with government through digital channels, pointing to the need for continued development of online services in this sector.