A record in a Single contact center: 120 thousand requests processed per day

In 2024, a Single Contact Center (ECC) NAO "Government for Citizens State Corporation" has processed more than 27 million requests. Every day, the ECC receives from 30 to 90 thousand requests: calls to the number 1414, messages to the EgovKzBot 2.0 chatbot in Telegram, to the support@goscorp email.kz, via video calls via the PSC mobile app. On one of the days, the ECC recorded the maximum figure for the entire period of operation since 2011 – 120 thousand requests.

The most common topics for appeals are the issuance and revocation of EDS, the issuance of passports and identity cards of citizens of the Republic of Kazakhstan, the determination of the amount of taxes and calculated indicators.

"Since the beginning of the ECC's activity, 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 the satisfaction of service recipients with the quality of the center's consulting services reached 96.8 percent. We will continue to improve the processes of the ECC to make public services even easier and more convenient," says Arman Kenzhegaliev, Chairman of the Board of the Government for Citizens Group of Companies.

​In 2024, ECC operators processed 1,023,354 EDS requests; 367,428 requests for passports and 228,693 for identity cards; 114,082 consultations on taxpayer registration were given, 81,902 responses on the assignment of benefits for the birth of a child, 67,979 responses on the assignment of social benefits for the care of a child under one and a half years, 64 544 responses on benefits for large families.

The Unified Contact Center provides consultations on 1,381 public services. All applications for citizens of Kazakhstan are free of charge and are accepted from any telecom operator.