Five Years of e-Өтініш: How the Digital Platform Transformed the Dialogue Between the State and Citizens

Five Years of e-Өтініш: How the Digital Platform Transformed the Dialogue Between the State and Citizens

The e-Өтініш platform — which has become a key instrument of the "Listening State" concept — is marking five years of operation. Over this period, it has not merely simplified the submission of appeals but has fundamentally changed the format of interaction between citizens and the state, making it more transparent, convenient, and accountable.

By the end of 2025, more than 5 million appeals had been submitted through the system — a figure that reflects not only the platform's growing popularity but also the trust placed in digital feedback tools by citizens and businesses alike. Since its launch on 1 July 2021, e-Өтініш has consolidated fragmented channels for submitting appeals into a single ecosystem. Whereas previously each government body operated according to its own rules, today all processes — from submission to monitoring of execution — are structured within a unified digital environment.

Users can submit requests, proposals, and complaints, track the status of their appeal online, view the history of their interactions with government bodies, and rate the quality of responses received.

The implementation of the "Listening State" Concept, with its transition to a new format for processing appeals, led to large-scale work on introducing the new information system "e-Обращение" — eOtinish.kz — in line with instructions from the Head of State issued at an expanded government session. The next step was the introduction of the Administrative Procedural Code of 29 June 2020 No. 350-VI, which transformed the very approach to handling appeals, enabling a shift from formal processing of applications to a more citizen-oriented model.

"Today, e-Өтініш is not simply a service — it is a fully-fledged channel of dialogue between the state and citizens. We see a high level of trust and continue to develop the platform, making it more convenient and intelligent. In particular, we are working on the integration of AI agents to speed up the processing of appeals and improve the quality of analytics," noted First Deputy Minister of Artificial Intelligence and Digital Development of Kazakhstan Rostislav Konyashkin.

Over five years, e-Өтініш has evolved from a basic service into a large-scale digital platform:

  • 2021 -  launch and formation of a unified appeals system;
  • 2022 - expansion of intake channels: integration of Public Service Centres and Kazpost, launch on eGov Mobile;
  • 2023 - launch of Citizens' Reception Centres and development of offline interaction;
  • 2024 - introduction of the electronic petitions mechanism;
  • 2025 - launch of pilot AI solutions and introduction of the Unified Knowledge Base.

Today, more than 26,000 organisations are connected to the system, with over 380,000 employees involved in processing appeals.

The number of applicants has reached 3.2 million, of whom approximately 3 million are individuals. In total, over 16.2 million appeals have been processed since the platform's launch, with average annual user growth of 42.6%. It is worth noting that the proportion of complaints in the system remains low, at only around 5–7%, with the majority of appeals being requests - which speaks to the high level of public trust in the system and its relevance.

In 2025, more than 4 million appeals were received from citizens and approximately 1 million from businesses - 1 million more than the previous year.

Kazakhstanis most frequently submit appeals on issues related to housing and utilities, social protection, education, land relations, safety, and justice.

Appeals can be submitted via the eOtinish.kz website, the eGov.kz portal, the eGov Mobile app, as well as at Public Service Centres and Nәtizhe centres.

Upcoming plans include the development of AI-based analytics tools, an update to the Unified Knowledge Base, and a further expansion of the platform's functionality. This will enable even faster responses to citizens' requests and improvements in the quality of government services.