A meeting was held in Astana at the premises of E-Finance Center JSC, bringing together Chiefs of Staff of central government agencies and local executive bodies. The meeting focused on the topic “Contact Centers as the Primary Front Line of Interaction with Citizens”. Participants discussed ways to improve the quality of public feedback mechanisms, implement unified service standards, and develop digital communication channels.

Ainur Yussupova, Chairman of the Public Services Committee of the Ministry of Artificial Intelligence and Digital Development, presented the results of the implementation of paragraph 70 of the National Plan for Standardization of Contact Centers. In her speech, she noted that in recent years, the country has formed the necessary regulatory and organizational framework for the introduction of unified approaches to the work of contact centers, including the approval of a professional standard for employees of information services, improving the standard requirements for the organization of their activities and the introduction of mandatory accreditation mechanisms.

Special attention was paid to the results of the analysis of the functioning of government contact centers. According to Ainur Yussupova, the monitoring showed the need to further improve the quality of citizens' consultations, ensure the availability of telephone lines and comply with uniform standards of service. In this regard, it is recommended that government agencies step up their work on the accreditation of contact centers, the revision of the number resource used and the improvement of the effectiveness of feedback channels with the public.

It was noted that the country has formed a regulatory framework for unified approaches to the organization of contact centers, approved professional standards for employees and introduced accreditation mechanisms.

During the meeting, the results of the analysis of the existing contact centers of government agencies were announced. As a result of the monitoring, government agencies were instructed to speed up the passage of accreditation, ensure compliance with established requirements and increase the availability of services for citizens.

An example of successful changes was the experience of the Ministry of Finance of the Republic of Kazakhstan. With the participation of  E-Finance Center JSC, the Ministry has upgraded the Unified Contact Center, introducing the "one window" principle. Bringing all work processes to the Standard requirements for organizing the work of administrative contact centers has laid a solid systemic and legal foundation for further development.

Thanks to the introduction of an omnichannel platform and digital tools, it was possible to ensure full control over the lifecycle of requests and improve the quality of user service.

The results of the transformation are confirmed by specific indicators. The share of lost calls has almost tripled, from 27.7% to 10%, and the service quality score has increased to 4.84 points out of 5.

As part of further development, it is planned to introduce artificial intelligence technologies for analytics, as well as prepare for certification of the contact center according to international quality standards.

Following the meeting, government agencies were given instructions on further digital transformation of contact centers and improving the quality of interaction with citizens. The implementation of these measures will make public services more accessible, convenient and focused on the needs of the population.

Source : https://www.gov.kz/memleket/entities/minfin/press/news/details/1234316?lang=ru