In 2020, the local executive bodies of the Atyrau region received 37,057 written requests, of which 29,614 were from individuals and 7,443 from legal entities, which is 3.4% higher compared to the same period in 2019 (35,840).
An analysis of applications received by the MIS, including those regarding the reception of citizens who applied to the front office, allows us to identify the most pressing problems and issues of interest to the population of the region:
- social sphere (mainly provision of housing, payment of benefits, provision of material assistance, refinancing of problem loans, employment, education, healthcare, etc.) - 8456;
- problematic issues of housing and communal services, road construction, water supply, etc. - 4205;
- provision of land plots and land disputes - 17085.
And also in the conditions of the state of emergency and the quarantine regime, issues related to the coronavirus infection.
In terms of regions, high activity in the reporting period was traditionally shown by citizens living in the city of Atyrau - 27,257 (73.5%), from regions - 9,800.
8020 appeals were positively resolved, including 3893 applications on land issues, 701 on housing and communal services, 567 on social assistance, 616 on labor relations, 516 pandemic) - 412, business support - 367, healthcare - 195, agriculture - 156, education - 220, construction - 207, employment - 73, finance and privatization - 55, culture and sports - 19, other issues - 23.
For 29,037 appeals, clarifications were given within the framework of the current legislation.
At the same time, in 2020, local executive bodies received 9 appeals about violations of consumer rights, 4 of which were sent to the relevant state bodies under their jurisdiction, clarifications were given on 5 appeals in accordance with the current laws of the Republic of Kazakhstan.
In addition, 1948 citizens were accepted by akims of all levels of the region on personal issues, as a result of which the issues of 307 citizens were resolved positively, for 1641 - clarifications were given within the framework of the legislation.
As part of the implementation of the "Listening State" concept, to organize interaction with the population and ensure maximum accessibility, openness and publicity, the work of operational communication call centers "109" (number of operators - 24) and "112" (number of operators - 17) was organized, which work with the population on topical issues of emergency and public utilities.
During the reporting period of 2020, the single contact center "109" received 422,718 calls and provided relevant services (on communal issues - 124,100, quarantine measures - 226,130, social assistance - 72,488).
This is a big step in the transformation of the apparatus and increasing the comfort in servicing the population, which will be continued in the future.
So, from March 2021, in order to form a unified information environment for state bodies for receiving and working with appeals from individuals and legal entities in the Atyrau region, on the basis of the Non-Commercial Joint Stock Company "State Corporation" Government for Citizens", a pilot project "Unified Center for Receiving Citizens' Appeals" will be implemented "Natizhe".