How does the Integrated Call Center work?

November 29, 2011 under National Information Technologies JSC. At the outset, the ICC work was aimed at providing assistance related to the e-Government portal, consulting the citizens on obtainment of public services online, accepting complaints and suggestions on the quality of public service delivery. 

Pursuant to the Decree of the Government of the Republic of Kazakhstan as of February 26, 2016 and the Order of the Acting Minister of Digital Development, Innovations and Aerospace Industry of the Republic of Kazakhstan as of May 16, 2023, the Integrated Call Center has been transferred to the "Government for Citizens" Public Corporation since April 01, 2021. The ICC operators provide consultations in accordance with the Register of public services with subtypes, on the e-Gov portal services, on the activities of Citizen Service Centers, on eOtinish and accept applications for home care after the disabled. The ICC actively participate in solving the strategic tasks of the state. Provided consultations on individual bankruptcy, parliamentary elections, vehicle legalization in the Republic of Kazakhstan, social insurance and healthcare issues, as well as the “National Fund for Children” program.

The ICC accepts questions regarding the submission of petitions on the issues disturbing the society and requiring the attention of the state via the the official website (е-Petition). The ICC offices are located in Astana, Kyzylorda, Kostanay, Kokshetau, Petropavlovsk, Taraz and Shymkent. The ICC has 16 employees with disabilities.

A professional consultant is a satisfied customer

It is a common fact that 80% of the ICC effectiveness depends on professional personnel. It is by the quality of an operator's work that the customers judge the level of reliability and quality of the services offered. Therefore, all the operators are required to be sociable, have literate speech, clear diction, correct pronunciation, and be able to work efficiently with people. The new employees undergo mandatory training, and a special adaptation procedure has been developed for them. 

In its activities, the ICC cooperates with 28 central government agencies, which provide relevant information for the update of knowledge database, and also participate in the training of ICC employees. In order to provide financial incentive, performance-based pay system for operators has been introduced. 

How to get a consultation in the Integrated Call Center?  

The ICC provides its services to individuals and legal entities on a 24/7 basis, without breaks, weekends and holidays. The ICC operators deliver the services from 09:00 AM to 09:00 PM. In the period between 09:00 PM and 09:00 AM, the services are delivered to service recipients through the automated tools (voice robot and Chat Bot). Inquiries from citizens and government agencies are received via the following phone numbers:

• 1414 (toll-free from any mobile operator in the Republic of Kazakhstan);
• 8 7172 906 984 (for international calls, billed according to the operator’s rates; free via Internet calling services);
• 8 800 080 7777 (for landline calls);
• via online platforms: www.gov4c.kz, the Telegram bot EgovKzBot 2.0, and the Public Corporation’s official Facebook and VK accounts;
• via email: support@goscorp.kz.

A voice bot system has been introduced to cut customer wait times, providing 60 standard and 15 dynamic self-service options. The robot consults in 2 languages (Russian and Kazakh). The robot can send the list of documents required to get a particular service via SMS. A callback system is also available, which enables connecting to a service recipient later if a service recipient had to wait for a long time when calling 1414. There is a single omnichannel platform that allows a citizen to choose a consultation between different channels of interaction with a transfer from one channel to another. In December 2018, as part of the state program “Digital Kazakhstan,” the ICC launched the AI-powered software solution “Virtual Consultant” to deliver text-based consultations on public services, implemented via the e-Government portal (chat-bot).                                                            

In February 2019, the Chat Bot capabilities were expanded in terms of public service delivery automation. Thus, the delivery of a number of public services became possible via the Telegram, Facebook and VK messengers.

Thus, a user, having a dialogue with a virtual consultant through messengers, will be able to get a certain public service without the need to visit eGov.kz portal. Users can also use the chat-bot to reach an ICC online operator for additional support. The introduction of a virtual consultant made it possible to automate consultation on the most frequently requested public services of the e-Government portal. At a user`s request, the Chat Bot provides a relevant information from the ICC knowledge database, as well as a link to sections of the website containing complete information. Also, the Chat Bot has the capability for mass notification of users in chats or via e-mail. The capability of mass mailing allows reducing the time for notifying users about important news, maintain feedback and raise awareness about the new features on the e-Government portal. 

Performance quality management 

The ICC activities comply with the requirements defined by the standard requirements for arrangement of activities of the call centers of administrative bodies of the Republic of Kazakhstan. Each incoming call to the ICC is registered and recorded in a special quality control system. If an operator receives a comment about the quality of service and consultation, then the conversation that took place is reproduced by a quality control officer and in case if it is confirmed that an operator took unlawful actions, appropriate disciplinary measures are taken against such an employee.

On March 22, 2017, the ICC became the winner of the "Crystal Headset" international competition in the nomination "The Best Call Center in Government Agencies and Utility Sector", which was highly appreciated by the jury.

On February 2, 2018, the ICC was shortlisted as a finalist in the international “Crystal Headset” competition in the following categories: “Disabled Operator of the Year” and “Best Program for Improvement, Modernization, and Business Transformation”.

The ICC took part in the international CCGuru Awards/Crystal Headset. On March 20, 2024, the ICC was nominated in "THE BEST CALL CENTER FOR THE POPULATION" category. 

ICC performance indicators 

Every year, more and more citizens are getting quick advice on public services. Every day, each operator talks to dozens of customers who are waiting for an instant reaction and a solution to their issues. On average, the ICC processes from 30 thousand to 90 thousand requests per day. The record number of processed requests amounts to more than 100 thousand calls. In 2025, the ICC handled more than 20.9 million requests.

In 2025, 83.6% of citizens who called received a consultation. The quality and completeness of the information provided have increased, with users awarding an average score of 4.80 in 2025.  

Usually, the ICC receives questions on the following public services:

Also, operators often consult on the following:

• Getting a digital signature remotely
• Registration on the portal
• Registration/changes in the Mobile Citizens Database
• Submission of electronic appeals to government agencies
• Obtainment of electronic licenses
• Opening hours of Citizen Service Centers and Specialized Citizen Service Centers
• Activities of the "Government for Citizens" Public Corporation