Agency constantly monitors appeals received on the “Digital Agent” mobile application where 85% of citizens have indicated that they were satisfied with the quality of public services

Citizens appeal daily using the “Digital Agent” mobile application to resolve issues they are facing when receiving public services. The application is one of the mechanisms of the “Hearing State”. This was told at the annual board of the Agency, which took place in Nur-Sultan. Monitoring appeals received online allows the Agency to quickly take measures and resolve the issues. For example, in 2019, about 24 thousand citizens appealed through the Digital Agent application. Citizens rated the work of the Public Service Centers (70% or 17 thousand), the State Revenue Committee (27% or 6.3 thousand), the Ministry of Labor and Social Protection of the Population (3% or 0.7 thousand). The vast majority of citizens (85%) were satisfied with the quality of public services, while 15% were dissatisfied and filed a complaint.