Since the beginning of this year, over one million calls have been received by 1414 Call Center, about 15 thousand per day. And the average number of calls in the past 2015 amounted to about 10 thousand per day. For the entire last year, the Call Center operators received about 4 million calls.
Most often, citizens are interested in obtaining services from such government agencies as: Ministry of Internal Affairs (18.9% calls), Ministry of Justice (17.7%), Ministry of Health and Social Development (14.5%), Ministry for Investments and Development (14.1%) and Ministry of Education and Science (11.2%) of the Republic of Kazakhstan.
Thus, for instance, over 200 thousand calling citizens in 2015 asked questions about the procedure for obtainment of passport or ID card; around 130 thousand times they asked about assignment of pension payments, and about 130 thousand calls more were related to registration at place of residence.
The popular queries include also the issuance of driver’s licenses (over 95 thousand), assignment of benefits for the newborn and for childcare - over 80 thousand, and state registration of legal entities – around 80 thousand.
“Currently, a great number of citizens are obtaining public services, therefore, we receive pretty many calls with questions on how and where a digital signature may be obtained. Last year, we answered more than 320 thousand calls regarding digital signatures”, Akmaral Yergaliyeva, Head of Call Center Methodology Sector, National Information Technologies JSC says.
The Call Center 1414 was established in 2013 on the basis of National Information Technologies JSC’s Call Center and, pursuant to Resolution by Government of the Republic of Kazakhstan No. 983 as of September 18, 2013 “On Approval of Register of Public Services”, is providing consultations on 694 public services. Before the year-end 2016, this list is to be enlarged by 45 services more.
A call to 1414 is free throughout Kazakhstan and from any telecom operator, and the call Center operates 24x7.