In January - February 2017, the 1414 Integrated Call Center for public services received 857 643 applications. In the same period last year, there were 772 065 applications. Applications refer to phone calls, emails and forum records. The number of the received and consulted calls in January - February 2017 amounted to 818 192 (January – 433 867, February – 384 325).

The most demanded services for which the citizens applied most often were: permanent and temporary registration of Kazakhstan citizens at place of residence, and deregistration, as well as issuance of abstract of non-ownership/ownership of real estate, assignment of childbirth and childcare allowances, acceptance of tax reporting, issuance and revocation of registration certificate of National Certification Authority, issuance of temporary ID cards to the country nationals.

According to the statistics, the most frequent calls to the Call Center over fixed phones were from residents of Astana and Almaty cities and of Pavlodar, Kostanai and Karaganda regions.

According to Anar Ulmanova, Director of Call Center under National Information Technologies JSC, because of the temporary registration of places of residence, an operator’s average score had been 4.72 in January and 4.74 in February, which is a good indicator of user satisfaction.

Note that each conversation with a customer is stored within the system, and the quality of consultation provided can be checked at any time, after which the recommendations on improvement thereof are drawn up. Moreover, each customer, upon speaking with operator, may assess the service quality on a scale of one to five.

Itshouldberemindedthatthe 1414 IntegratedCallCenter has been providing consultations to citizens for free and 24x7 on issues related to delivery of736 public services.