More than 80,000 calls are received monthly by operators of the Kostanay call center "Governments for Citizens". On average, there are from 130 requests per person daily.
The state Corporation "Government for Citizens" continues to work on improving the quality and efficiency of its employees. In order to motivate the employees of the Unified Contact Center, the State Corporation launched a pilot project on a piecework-premium payment scheme for the operators of the departments of the Unified Contact Center 1414.
It is attended by employees of the call center departments in Nur-Sultan, Akmola, Kyzylorda, Kostanay and North Kazakhstan regions. According to the new system, the participants of the pilot project had the opportunity to earn more depending on the quality of their work. At the same time, they have a fixed minimum salary, which they will receive when performing the average daily indicator – 90 calls per day. For each subsequent call above the average, an additional payment is charged.
"According to the new system, the maximum salary is 170 thousand tenge before taxes. We are already seeing the first results of the new system – the average productivity of operators taking part in the "pilot" has increased by 114%. If earlier one operator, I mean the average indicator, received about 60 calls a day, now it is at least 130. The pilot project is still ongoing" — said Dinara Zhakenova, head of the ECC division of the branch of the NAO GC "Government for Citizens" in the Kostanay region. - Monthly to the contact center 1414 on issues of obtaining public services through public service centers and the egov electronic portal.kz receives 1.5 million calls. If we talk about local indicators, then in August, for example, Kostanay ECC operators received 69,863 calls, in September — 86,390, in October — 81070. The most popular issues remain: the work schedule of the PSC, the reservation of the queue, the vaccination passport, obtaining an EDS, documenting citizens, issuing a driver's license. There are also many questions about obtaining public services through the e-government portal. We tell you step by step the algorithms for obtaining certificates and documents for egov.kz ".
Since July 1, the 1414 contact center has been receiving calls on social and labor issues. Previously, for these questions, it was necessary to contact the short number 1411.