Now a core instrument of digital government–citizen engagement, eOtinish continues to grow in popularity across Kazakhstan. By the end of 2025, more than 5 million appeals had been submitted through the system, confirming the effectiveness of the new format for handling requests from citizens and businesses under the “Hearing State” concept.

Launched on July 1, 2022, the system has automated the submission, processing, and tracking of appeals from citizens and organizations. Today, the eOtinish platform enables users to track appeal statuses online, review their interaction history with government agencies, evaluate response quality, submit complaints on execution, and file claims with the courts of the Republic of Kazakhstan.

The implementation of the “Hearing State” concept, together with the transition to a new format for reviewing appeals, led to large-scale efforts to introduce the new information system “e-Otinish” (eOtinish.kz), in accordance with the instruction of the Head of State announced on January 26, 2021, at an expanded meeting of the Government. The next step was the introduction of the Administrative Procedural and Process-Related Code as of June 29, 2020, No. 350-VI, which transformed the very approach to handling appeals.

“Today, eOtinish is a cornerstone of digital government–citizen engagement and is highly trusted by the public. The NITEC JSC team continues to consistently develop the system, making it even more user-friendly and efficient. We are now focused on deploying and improving AI assistants to enable faster responses and advanced data analytics”, said Gulmira Issabekova, Deputy Chairwoman of the Board, NITEC JSC.

Before the unified digital platform was implemented, appeals were processed in a decentralized way, with each agency relying on its own reception and registration channels. This created difficulties for citizens, reduced the transparency of processes, and limited the possibilities for interagency oversight. The eOtinish consolidated these processes into a single system, ensuring transparency, convenience, and timely execution monitoring.

In 2025, the platform received over 4 million appeals from individuals and 1 million from legal entities. This represents an increase of approximately 1 million appeals compared to 2024.

Users can submit their appeals through eOtinish.kz, the eGov.kz portal, the eGov Mobile app, or in person at CSCs and “Nätije” Reception Centers.

In the future, the development of AI-based analytical tools, the updating of the Unified Knowledge Base of government agencies, and the expansion of the platform’s functionality are planned, which will further enhance the quality and transparency of handling citizens’ appeals.