Record in the Unified Contact Center: 120 thousand processed requests per day

In 2024, the Unified Contact Center (UCC) of the State Corporation Government for Citizens processed more than 27 million requests. Every day, the UCC receives from 30 to 90 thousand requests: calls to number 1414, messages to the EgovKzBot 2.0 chat bot in Telegram, by e-mail support@goscorp.kz, via video calls through the TsON mobile application. One day, the UCC recorded the maximum figure for the entire period of operation since 2011 - 120 thousand requests.

The most common topics for requests are issuance and revocation of digital signatures, issuance of passports and identity cards of citizens of the Republic of Kazakhstan, determination of the amount of taxes and calculation indicators.

“Since the beginning of the UCC's activities, it has become a key link in the system of providing public services. In 2024, the ECC received over 27.1 million requests, and service recipients' satisfaction with the quality of the center's advisory assistance reached 96.8 percent. We will continue to improve the ECC's work processes to make receiving government services even easier and more convenient," says Arman Kenzhegaliev, Chairman of the Board of Directors of the Government for Citizens State Corporation.

In 2024, the ECC operators processed 1,023,354 requests via digital signature; 367,428 requests for passports and 228,693 requests for identity cards; 114,082 consultations were given on taxpayer registration, 81,902 responses on the appointment of childbirth benefits, 67,979 responses on the appointment of social payments for child care up to one and a half years, 64,544 responses on benefits for large families.

Let us remind you that the Unified Contact Center provides consultations on 1381 state services. All requests for citizens of Kazakhstan are free and accepted from any telecom operator.