Since September 14, 2026, a new algorithm for interaction between government agencies and organizations in processing residents' appeals has been in effect in Akmola Region. The document defines the procedure for receiving, registering, reviewing, and monitoring appeals received through the unified contact number 109, Telegram bots, and social networks.
The system coordinator is the unified contact center iKOMEK109, based at the Municipal State Institution 'Smart Aqmola' under the Regional Department of Digitalization and Archives. The center accepts appeals around the clock, classifies them, forwards them to competent services, and monitors implementation deadlines.
The algorithm provides for four criticality levels for appeals. Response times range from 24 hours in the case of a direct threat to life and health to 7 calendar days for appeals with a low criticality level. If an on-site visit is required due to a threat to the life and health of the population, the responsible services must dispatch executors to the location within three hours.
'Previously, an appeal could simply get lost between departments—no one understood who should respond and within what timeframe. Now every appeal has a clear deadline and a specific responsible person. Our goal is not just to take a call, but to see the issue through to resolution and monitor it. Formal brush-offs no longer pass: the response must contain facts, not general phrases,' commented Oxana Kosobokova, head of iKOMEK109.
Special attention is paid to the quality of responses to applicants: they must contain specific facts regarding the essence of the appeal, along with supporting photo and video materials if available, as well as the contact details of the responsible executor.