Article by the head of the department of informatization, provision of public services and archives of the area «Digital for people»

Today, "new" and "smart" technologies are being actively introduced into all spheres of human life, becoming its integral part. Digitalization is a global trend followed by all countries aimed at developing a competitive economy and improving the quality of life of the population.

In the Karaganda region, the development of digitalization is a clear algorithm of actions in 11 strategic areas and covers almost all sectors, including transport, agriculture, education, health care and others.

If we talk about the first achievements, then in healthcare and education, the region has completely got rid of paper workflow, in the field of housing, readings from heat and electricity meters are automatically transmitted, in the field of public transport, electronic ticketing is being introduced. In the field of urban governance, one breakthrough project was implemented in the region last year, and I would like to dwell on the results of its work.

It's not a secret for anyone that our residents do not know where to turn with this or that problem for help. And even if they find contacts, they do not always manage to get through and convey their problem. Service "Senim109", new for the city of Karaganda, is a single number for solving all communal problems and problems of improvement. Applications, complaints and suggestions on the work of state bodies and utilities are accepted.

The service was launched on November 25, 2019 and is currently in pilot mode. This center was created as part of the execution of the instructions of the Head of State. For a month and a half, the operators of "Senim109" received more than 2.5 thousand calls, 80% of which were immediately resolved by the operators, and the rest were sent for execution to government agencies and utilities. More than half of the redirected calls have already been answered.

Through the joint efforts of citizens, utilities and government agencies, we have managed to solve many problems. The courtyard lighting was restored on two streets of the city, some roads and sidewalks were cleared of snow, stray dogs were caught by the veterinary services of the city, blockages in the sewage well were eliminated, hot and cold water supply was restored in two houses.

On the eve of the new year, the call center of the service "Senim109" received a message that a technical malfunction with a passenger bus occurred on the highway "Karaganda-Karkaralinsk". Thanks to our operators, emergency assistance was provided in the evacuation of people. Later, the applicant called and thanked our operators. I am glad that we are useful. This is exactly what the Senim109 service was created for.

Based on all requests, we have compiled a rating of the city's problems. The TOP problems include issues of a communal nature, cases with open wells and interruptions in public transport.

At the moment, more than 60 state and municipal institutions of Karaganda are connected to the "Senim109" system. Our operators send them requests to workstations. After that, the program allows institutions to process the received requests and respond to them. The system allows us to track the status of each appeal, classify it by areas of vital activity, by responsible groups of performers and monitor the deadlines for elimination.

Operators of the Call Center of the "Senim109" service accept applications and proposals from citizens from 8:00 to 20:00 hours, seven days a week and holidays.
You can submit an appeal not only by phone 109, but also on the senim109.kz portal, through social networks, Telegram bot, Facebook and the belsendiazamat mobile application.

Currently, applications are accepted only from residents and guests of the city of Karaganda. Our task this year is to cover the entire Karaganda region with the project and switch to round-the-clock reception of applications.

The implemented project is aimed at improving the living standards of the residents of the region through the use of digital technologies and we are trying to really help our citizens. Each appeal will not be ignored.

 

Head of the Department of Informatization, Provision of State Services and Archives of the Karaganda Region - R.O. Bayzhanov