Kazakhstani Integrated Call Center (1414) won Crystal Headset Award in “The Best Call Center in Government Agencies and Utility Sector” nomination being highly estimated by the jury. Winners in 34 nominations obtained Crystal Headset Award on the 13th ceremony, which took place in Moscow on March 22, 2017. 

The Crystal Headset Award is one of the prestigious professional awards in the call center and customer service industry given to the best call centers since 2005. A nomination winner is chosen by the results of several stages and final voting of expert jury members. Annually, over 100 call centers from Russia, Ukraine, Kazakhstan, Belarus, Kyrgyzstan, Tadzhikistan, Armenia, Georgia and other countries participate in the competition founded byCall Center Guru. The professional competition won the position of the most significant and prestigious one in the industry and gained worldwide recognition. 

As it was marked by Anar Ulmanova, Director of Integrаted Call Center under National Information Technologies JSC, winning in one of the nominations of the international competition is a good incentive and pride for the team. To date, Integrated Call Center is among the most popular ways to obtain information on procedure and terms of public service delivery. Integrated Call Center was founded on the presidential initiative and has been operating for five years now.  It should be noted that it is not the first achievement as earlier Kazakhstan became a champion of WSIS PROJECT PRIСES-2016 devoted to the development of online accessibility to efficient, available and transparent public services, and also obtained certificates on compliance with ISO and EN requirements.

Currently, specialists consult on the delivery of over 700 public services among which are those of Citizen Service Center and eGov.kz portal. From the beginning of 2017, Integrated Call Center has obtained over 1 million requests from citizens. The Call Center obtained an average score of 4.73, which is a good indicator of user satisfaction. The most popular among citizens are consultations on the services of permanent and temporary registration of Kazakhstani citizens at the place of residence, issuance of statements on absence (availability) of property, allocation of childbirth and child care benefits, acceptance of tax accounts, issuance and withdrawal of registration certificates of National Certification Authority of the RoK and issuance of temporary national IDs to citizens. 

It should be reminded that since 2011, consultation on public services is available on the 24/7 free-of-charge phone numbers 1414 and 8-800-080-777 from any telephone and from any spot of the country.