Development of standards and digital solutions for contact centers of the National Carrier and iKOMEK109

28-03-2025

A memorandum of cooperation was signed between Passenger Transportation JSC and the State  Enterprise on the Right of Economic Management “City Center for Monitoring and Rapid Response” of the Akimat of Astana iKOMEK109. Exchange of experience, implementation of joint solutions to improve the work of contact centers 1433 and 109, as well as improving the quality of service to citizens became the main goal of the agreement between the two organizations.

As part of the agreement, the parties agreed on the joint development of service quality standards, the implementation of digital solutions, training programs for contact center operators, as well as monitoring and analysis of requests to improve citizen satisfaction.
 

“Contact centers play a key role in building a dialogue between the state and citizens. By joining forces, we are taking an important step towards improving service and promptly responding to public requests,” said Deputy General Director for Marketing and Service of Passenger Transportation JSC Tolegen Igembayev.

"Efficient operation of contact centers is not only prompt responses to requests, but also the ability to analyze requests, identify systemic problems and offer solutions. Our cooperation will allow us to implement best practices and improve the level of service for residents of the capital," emphasized the head of iKOMEK109, Askar Taksimov.

The agreement also provides for a confidential exchange of analytical information in order to achieve a common goal - improving the quality of customer service.
 

 

 

Reference:

Passengers of the National Carrier can receive reference information free of charge and send requests by the Unified Reference Service 1433. The call center provides advice on schedules, availability of seats, carriers, cost and travel rules.
1433 employs 30 operators, working in two shifts and ensuring round-the-clock reception of requests. About 2.5 thousand calls are received daily, up to 70 thousand per month.

The iKOMEK109 contact center plays a key role in ensuring the stable operation of city services and the safety of residents and guests of the capital. At the end of 2024, iKOMEK109 received 2,326,254 calls.

Every day, the single contact center receives calls from 40-45 operators during the day and 10-12 at night. On the second line, which ensures interaction with the structural divisions of the akimat, 17 inspectors are involved during the day and 3 employees at night. In the situation center, video monitoring is provided by 6 daytime and 4 daily operators.

The center receives requests on housing and communal services, transport, and improvement, monitors the execution of requests and coordinates the actions of responsible services.
 

Press service of JSC «NC«Kazakhstan Temir Zholy»