Starting September 14, 2026, a new algorithm for interaction between government agencies and organizations when processing residents' appeals will take effect in Akmola Region. The document defines the procedure for receiving, registering, reviewing, and monitoring appeals submitted through the unified contact number 109,Telegrambots, and social networks.
The system coordinator is the unified contact center iKOMEK109, operating under the KGU SmartAqmolaof the Regional Department of Digitalization and Archives. The center receives appeals around the clock, classifies them, forwards them to competent services, and monitors execution deadlines.
The algorithm provides for four levels of appeal criticality. The response time ranges from 24 hours in cases of direct threat to life and health to 7 calendar days for low-criticality appeals. If an on-site visit is required due to a threat to the life and health of the population, responsible services must dispatch personnel to the location within three hours.
Special attention is paid to the quality of responses to applicants: they must contain specific facts on the substance of the appeal, and, if available–supporting photo and video materials, as well as the details of the responsible executor.
«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 task is not just to take a call, but to bring the issue to a resolution and monitor this. Formal brush-offs are no longer acceptable: the response must contain facts, not generic phrases», – commented Oksana Kosobokova, Head of iKOMEK109.
