City contact center iKOMEK109 undergoes modernization process

The iKOMEK109 contact center in Astana has undergone a significant transformation, modernizing its information platform to meet the demands of digital transformation and provide a more efficient service to citizens.

The outdated system, in operation for over six years, has been replaced with the new iKOMEK 2.0. This system aims to streamline inquiry processing, enhance control, and boost transparency, making interaction with the contact center more manageable.

A strategic decision was made by the local government authorities of Astana to modernize the platform, prioritizing resident needs and striving for quick and efficient city services. According to Askar Taksimov, the new platform is designed with these goals in mind.

The iKOMEK 2.0 system is a logical continuation of the course towards digitization and transformation of urban services. It is a unified link for 23 city administration departments, 6 district akimats, communal services, elevator management companies, KSK, and housing maintenance organizations in Astana.

One of the key features of the updated system is the digital vector base using artificial intelligence technology. This allows for accurate responses to citizen inquiries. A special interface also allows for real-time tracking of inquiries, receiving analytics, and data export.

Each user can now view their inquiry history, track their statuses, and evaluate service performance on the updated platform. Operators and emergency service staff can work on three lines simultaneously, without being tied to a specific workstation.

The contact center can process over 2.2 million inquiries annually and receives up to 8,000 calls daily. It handles a variety of inquiries, ranging from communal failures to emergency situations.

The implementation of iKOMEK 2.0 has been rolled out across all six district akimats and 23 city akimat departments in Astana. The updated system no longer depends on external suppliers and supports integration with other platforms.

In the future, integration of new AI-based solutions is planned to automate processes and enhance request processing accuracy. The updated system is aimed at significantly improving the quality of service to citizens and the speed of response to inquiries.