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Integrated Call Center 1414 Printable version

Last update: 17.05.2023

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How does the Integrated Call Center of the e-Government portal operate?

When working with the portal, many users face certain difficulties in obtaining services or information. Such users are familiar with the words "Call Center", "Feedback" and "1414".

The Integrated Call Center (hereinafter: ICC) of the e-Government portal was launched on November 29, 2011. Since the beginning, the ICC operation has been aimed at consulting population on public service delivery and accepting complaints and proposals regarding the quality of public services.

A professional consultant is a satisfied customer.

Pursuant to the Decree of the Government of the Republic of Kazakhstan "On Assignment of Integrated Call Center" as of February 26, 2016, the functions of ICC were transferred to "Government for Citizens" Public Corporation from April 1, 2021.

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 ICC operators consult on public services as well as on the services of e-Government portal (,

The ICC operators consult on the e-Otinish system, on the activities of Citizen Service Centers, accept complaints related to Citizen Service Centers service, accept applications for the service of people with disabilities.

The hotline was arranged based on 1414 providing information on legalization of motor vehicles and bankruptcy of individuals.

When contacting the hotline of the Integrated Call Center (1414), citizens get consultations on legal issues within the competence of the legal information service of the Ministry of Justice.

The ICC offices operate in 7 cities. Thus, 563 employees are involved in consulting through voice and non-voice (online chat, e-mail) communication channels, video call consulting (virtual assistants) and delivery of services through the "Citizen Service Center" mobile application.

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 35 thousand requests per day. The record number of processed requests amounts to more than 70 thousand calls. During the period from April 1 to December 21, 2021, the ICC received over 20 million requests and 23.1 million requests were received in 2022.

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 entered the shortlist of finalists of the "Crystal Headset" international competition in the following nominations:

  • "Paraoperator of the Year",
  • "The Best Program for Enhancement, Modernization and Business Transformation".

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

Via e-Gov portal

Via "Government for Citizens" Public Corporation


Application submission for marriage registration  

On registration of place of residence of the citizens of the Republic of Kazakhstan 


Child queuing for kindergarten

On state registration (re-registration) of the legal entities, record registration (re-registration) their branches and representative offices


State registration of legal entities, record registration of their branches and representative offices, taking into account the opening of a bank account and compulsory insurance of an employee against accidents in the performance of his labor (official) duties

State registration of rights (encumbrances) on immovable property


Attaching to the medical organization providing primary medical-sanitary aid

Assignment of social payments in case of social risks: loss of capacity to work; loss of breadwinner; loss of job; lost of income due to maternity and childbirth; loss of income due to adoption of newborn child (children); loss of income due to childcare until he reaches three years old   


Receiving of real estate registartion rights (incumbrances) certificate and its technical characteristics 

State registration of legal bodies, record registration of its branches and representative offices 


Also, operators often consult on the following:

How to get a consultation in the Integrated Call Center? 

To do this, you need to dial an easy-to-recall number: 1414, the call in Kazakhstan is free-of-charge for both fixed-line and mobile phones (all mobile operators), while foreign calls to +7-7172-906-984 are paid. Also, you can contact via website, EgovKzBot 2.0 Telegram Bot, accounts in Facebook, VK, .

In December 2018, under the "Digital Kazakhstan" state program, the ICC launched a software product "Artificial intelligence-enabled virtual consultant for delivery of text consultations on public services" (Chat Bot) implemented on the e-Gov portal.

In February 2019, the capabilities of the Chat Bot were expanded in terms of automation of public services delivery.

The updated virtual consultant (Chat Bot) allows not only to consult users, but also to deliver the number of public services through popular messengers: Telegram, Facebook and Vkontakte.

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 portal.

Moreover, using the Chat Bot, users can contact the ICC operator or submit requests into the chat, which are converted into tasks for further processing.

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. We believe that in the future, the Chat Bot will become one of the main tools for providing consultations as well as various services to the population.

To ensure uninterrupted support of the population, an intelligent voice robot with 50 information statistical self-service services and 5 interactive dynamic self-service services has been launched on 24/7 basis.

The most frequently used interactive dynamic self-service services are as follows: "Verification of document status", "Booking a queue to the Citizen Service Center", obtainment of certificates from narcological/psychoneurology dispensary.

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