Kakha Kaladze, Mayor of Tbilisi and Secretary General of the ruling Georgian Dream party, on Wednesday announced plans to reform the Tbilisi City Hall hotline to make the service more flexible, efficient and responsive to citizens’ needs.

Speaking at a meeting of the Tbilisi Municipal Government, Kaladze said that although hotline operators answer all incoming calls and respond to citizens’ concerns, certain challenges remain that require improvement.

“Alongside other communication channels, Tbilisi City Hall operates a hotline that citizens use extensively every day. Our operators answer all calls and respond to them, but we plan to improve the hotline further. I would like to instruct my deputy, Kakha Abuladze, to begin working on this issue”, he said.

“A few days ago, I personally met with the heads of municipal services, district governors, the leadership of the Municipal Services Development Agency and hotline representatives. There are challenges that need to be addressed. Accordingly, we must implement the reform as quickly as possible to make the hotline more flexible and enable us to resolve problems even faster”, Kaladze said.

According to the mayor, the hotline has already received nearly 367,000 calls this year.

“In 2025, the hotline received 465,423 calls, including more than 71,000 concerning healthcare and social services, around 36,000 related to the Municipal Inspection Department, and approximately 63,000 concerning urban development and transport. More than 48,000 calls concerned infrastructure issues, including roads, construction and green spaces”, Kaladze said.

He noted that the hotline plays an important role in identifying problems across the city and maintaining direct communication with citizens to ensure timely and appropriate assistance. 

However, he added that the service requires periodic optimization as part of an ongoing process.

Kaladze also pointed out that many calls concern issues that fall outside the hotline’s intended scope.

“In many cases, we receive a high volume of inquiries about matters that require citizens to submit a written application directly to City Hall or the relevant district administration. We also receive calls concerning issues unrelated to the hotline’s purpose, such as property privatization, private disputes, sporadic land registration, cultural, sports and youth affairs, and matters related to the maintenance of private property”, he continued.

“When citizens call about these specific issues, operators naturally answer their calls, but this places an additional burden on the hotline. Citizens should therefore also be aware of the types of issues for which they should contact the hotline”, Kaladze said.