The iKomek 109 service is a single contact center of the Akmola region, which provides residents of the region with round-the-clock operational assistance in solving various issues in the fields of housing and communal services, healthcare and education. Since 2020, the 109 number has been ensuring effective interaction of citizens with government agencies and public utilities, helping to quickly solve emerging problems.
In 2024, iKomek operators registered 33,519 requests from residents of the region. Of these, 32,468 applications have been executed, the rest are in the works.
The nature of the requests depends on the season. For example, in the spring of 2024, the largest number of applications related to floods, and in winter, residents of Akmola are more likely to ask questions about cleaning roads and sidewalks from snow and ice.
"The shift starts at 9:00 a.m. and ends at 9:00 p.m., when we hand over the shift to our colleagues for the night shift. We receive calls, register applications and forward them to the appropriate services. For example, if we receive a request for a full sewer well in Kokshetau, we submit an application to the State State Unitary Enterprise for the Kokshetau Su Arnasy sewage Treatment Plant. After completing the work, we receive feedback. If a street needs to be cleared of snow in some locality, we contact the local akimat and soon receive a photo or video report on the work done," said senior operator Indira Kasimuratova.
The service employs 14 operators, including four senior operators. The work is organized in shifts: 12 hours each day or night. Two days are allowed to rest between shifts.
"Operators receive about 120 calls every day, of which an average of 40 requests are processed for transmission to the relevant services, and the remaining issues are resolved in a consultation format," said Indira Sabirova, Acting head of the iKomek 109 Service.
iKomek also monitors Kokshetau container sites using video cameras. This allows you to quickly respond to problems with solid household waste.
You can contact iKomek for help not only by calling 109. Residents of Akmola can send text messages, as well as photos and videos to the number. +7 778 705 70 80 on WhatsApp. Also in 2024, a Telegram bot was launched as part of the Taza Kazakhstan campaign, through which Akmola residents submitted more than 200 applications on landscaping, housing and communal services and ecology.
"On the @ikomek109aqmola social network, we not only publish important information and announcements, but also regularly conduct live broadcasts for residents of the region, where we discuss a variety of topics and answer questions related to important areas for the population. The speakers are heads of departments and departments, akims of districts, representatives of the emergency department, police and prosecutor's office, various experts, psychologists," Smart Aqmola added.
"Analyzing the data on incoming requests allows not only to identify the basic needs and problems of residents, but also to make informed decisions to improve the quality of services provided. This helps to build a more systematic and effective approach to dealing with citizens' appeals," said Gulim Begalina, Head of Smart Aqmola University.
iKomek 109 is more than a service. It is a tool for improving the quality of life in the Akmola region, combining technology, people and the desire to improve the environment.

Source : https://www.gov.kz/memleket/entities/aqmola/press/news/details/917724