Since 2018, the capital's contact center iKOMEK109 has received and processed 18 million requests from residents and guests of Astana. This was reported by Qazaqyia.kz citing Kursiv Media. Since the beginning of 2026, their number has exceeded 1.5 million, the city administration reports.

Most often, citizens contact the center for consultations. The main topics include healthcare, public transport, electricity supply, utilities, and urban infrastructure.

Transition to iKOMEK 2.0

In January 2026, iKOMEK109 fully switched to its own information system, iKOMEK 2.0. It was developed by specialists from the City Monitoring and Rapid Response Center.

The new platform allows monitoring the entire cycle of request processing, tracking deadlines for task completion, identifying repeated requests, and analyzing data in real time.

Development into a situational management system

"Today, iKOMEK109 is evolving from a classic contact center into a modern city situational management system. Analysis of requests, digital services, and artificial intelligence technologies allow us to more quickly identify systemic problems, predict risks, and improve the quality of public services," the Astana administration reported.

The city authorities note that the center unites the work of government agencies, utility companies, district akimats, and emergency services.

Additional Information

Detailed information about the center's work can be obtained on the official website of the city administration. The iKOMEK109 service operates around the clock for the convenience of residents.

As part of Astana's digital transformation, such systems are aimed at improving the efficiency of city management and enhancing the quality of life for residents. The use of artificial intelligence for analyzing requests helps predict and prevent urban problems.

This initiative could also be applied in other cities of Kazakhstan, as digital technologies are an important tool for improving the quality of public services. The Astana administration does not rule out spreading this experience to other regions.

Furthermore, through iKOMEK109, residents can actively participate in solving issues related to urban infrastructure. This strengthens feedback between citizens and authorities, ensuring transparency.

Overall, the work of iKOMEK109 is an important part of Astana's digital development and meets modern standards of urban governance.