Single Government COVID-19 Helpline 8345 aims to ensure that people in Latvia have an opportunity to receive a cost-free consultation on various specific Covid-19 related issues through a single line. It improves client experience with better communication design since there is single access point (via telephone) to get answers to frequently asked questions. Furthermore, for more detailed answers client is connected to the most appropriate organisation to get an answer/consultation. Helpline operates 24/7 and provides service in 2 languages (Latvian and Russian).

"To help people in Latvia to find their way through the available information on COVID-19 and to understand, which institution can help them. Helpline operators provide answers to the most frequently asked questions and for a more detailed information an operator connects a client with other special COVID-19 helplines put in place by the responsible authorities, for instance, health sector authorities, border guards, state revenue service etc.
The solution solves the fact that information is rather fragmented and not easy to navigate since there are many public sector institutions involved in the crisis management and there are a lot of specific issues to be solved (e.g. health, education, security, transportation, business etc.). It is anticipated that people will be better informed and will find their answers faster/easier. "

The State Chancellery of Latvia and Latvian telecommunications enterprise Tet.

There are constant information updates and changes, therefore it takes a lot of effort to maintain the helpline so it would be up to date (since it works 24/7). Strong cooperation with government strategic communication team is a precondition since answers to FAQ as an information source for operators needs to be updated non-stop. Additional to the helpline there is a single point web-page created for the same purpose - to improve information availability in a single access point way: https://covid19.gov.lv/