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

Record in the Unified Contact Center: 120 thousand

                                processed requests per day

                            In 2024, the Unified Contact Center (UCC) of the NJSC State Corporation Government for Citizens processed more than 27 million requests. Every day, the ECC receives from 30 to 90 thousand requests: calls to number 1414, messages to the chat bot EgovKzBot 2.0 in Telegram, email support@goscorp.kz, via video calls through the mobile application “Central Center”.

 

On one day, the ECC recorded the maximum figure for the entire period of work since 2011 - 120 thousand requests.

 

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

 

“Since the start of the ECC’s activities, it has become a key link in the system of providing public services. In 2024, the ECC received more than 27.1 million requests, and service recipients’ satisfaction with the quality of the center’s consulting assistance reached 96.8 percent.

 

In 2024, ECC operators processed 1,023,354 EDS requests; 367,428 requests for the issuance of passports and 228,693 for identity cards; 114,082 consultations were given on taxpayer registration, 81,902 responses on the assignment of benefits for the birth of a child, 67,979 responses on the assignment of social benefits 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 1,381 public services. All requests for citizens of Kazakhstan are free and accepted from any telecom operator.