iKOMEK109 Center in Astana Processes 18 Million Citizen Inquiries

Since 2018, the unified contact center iKOMEK109 has received and processed 18 million inquiries from residents and visitors of Astana. The center is a key element of the city's management system, integrating the work of government bodies, utility services, district administrations, and emergency services.

Since the beginning of 2026, iKOMEK109 has received over 1.5 million inquiries. Consultation services remain in high demand, with healthcare, public transport, electricity supply, utility services, and urban infrastructure being the main topics of concern.

In January 2026, the contact center fully transitioned to its own information system, iKOMEK 2.0, developed by specialists from the City Monitoring and Rapid Response Center. The new platform provides a complete workflow for handling inquiries, enabling control over request fulfillment timelines, identifying repeat inquiries, and conducting real-time data analysis.

Today, iKOMEK109 is evolving from a traditional contact center into a modern city management system. The analysis of inquiries, digital services, and artificial intelligence technologies allow for faster detection of systemic issues, risk forecasting, and improving the quality of public services.

reports ЖКХ24 with reference to the official site of the Astana City Administration.

Photo: gov.kz