Nur-Sultan launches new website to receive input from city residents

NUR-SULTAN – Information technology company BTS Digital and Nur-Sultan’s 24-hour city call centre iKOMEK109 recently launched an online platform to receive feedback from city residents, reports the city akimat (administration).

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People may submit inquiries on the akimat’s services and activities, housing and public utilities, capital house maintenance firms (KSK), public transport, road repairs, flooding, employment, education and healthcare to the website Applications may be submitted by filling out the website’s inquiry form and attaching a photograph. The submission will be processed by iKOMEK109 and published on the website’s list of inquiries, with status updates sent by email notification.

Inquiries processed by iKOMEK109 are, if necessary, further transferred to state bodies and public utility services. The appropriate authorities then respond to the centre regarding the inquiry within seven days, and the person who submitted the inquiry is promptly notified.

Earlier, only the people who submitted a given inquiry were able to access it and its status, whereas now everyone has access to all online inquiries and their status on The inquiries may also be shared on social media to raise awareness of problems in the city so that they may be more quickly resolved. is unique to Kazakhstan and may launch in other cities in the near future. It was developed by BTS Digital and iKOMEK109 by taking into account best international practices.

BTS Digital develops digital products and services in Kazakhstan using artificial intelligence and big data. iKOMEK109 offers more than 1,050 types of services through its call centre, such as advising on school and kindergarten enrolment, filing capital KSK complaints and transferring emergency calls. Common inquiries concern street flooding, road and pavement damage, elevator maintenance and repair, open manhole covers and stray dog capture. The centre received more than one million calls in 2018 and more than 920,000 calls since January.

People may also communicate their inquiries about the city through the website, Telegram chatbot @astanaikomek109_bot, mobile applications iKOMEK109 and Smart Astana, email address [email protected], WhatsApp phone number +7 747 1090109 and toll-free phone number 109.

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