Record at the Unified Contact Center: 120,000 Requests Processed Per Day

In 2024, the Unified Contact Center (UCC) of the NAO "Government Corporation 'Government for Citizens'" processed over 27 million requests. Daily, the UCC handles between 30,000 and 90,000 requests, including calls to the 1414 hotline, messages to the EgovKzBot 2.0 Telegram chatbot, emails to support@goscorp.kz, and video calls via the "ЦОН" mobile app. On one particular day, the UCC recorded its highest number of requests since its establishment in 2011—120,000.

The most common topics for requests include the issuance and revocation of digital signatures (ECP), the issuance of passports and national identity cards of Kazakhstan, determining tax amounts, and calculating various indicators.

"Since its inception, the UCC has become a key element in the system of providing government services. In 2024, the UCC received over 27.1 million requests, and the satisfaction of service recipients with the quality of consultations reached 96.8%. We will continue to improve the processes at the UCC to make receiving government services even simpler and more convenient," said Arman Kenjegaliyev, Chairman of the Board of NAO "GC 'Government for Citizens'."

In 2024, UCC operators processed 1,023,354 requests related to digital signatures, 367,428 requests for passports, and 228,693 for identity cards; they provided 114,082 consultations on tax registration, 81,902 responses regarding child birth allowances, 67,979 responses about social benefits for children under 1.5 years of age, and 64,544 responses for benefits for large families.

It is worth noting that the Unified Contact Center provides consultations on 1,381 government services. All services for citizens of Kazakhstan are free and can be accessed from any telecommunications provider.