Open Almaty 109 Shares Its Experience with Specialists from Ulytau Region

Almaty's experience in managing residents' inquiries and developing a unified knowledge base was presented to employees of the Ulytau Regional Akimat. The practical seminar was conducted by Kamila Utetleuova, Director of the Second-Line Support Division at the Open Almaty 109 Unified Contact Center.

The approach is based on a consistent standard for handling residents' inquiries, regardless of how they are submitted. Whether a person calls, sends a message through social media, or attends an in-person appointment, they should receive clear and comprehensive guidance on where to apply, what documents are required, how long the process will take, and where to obtain additional information.

A unified knowledge base is being developed for this purpose. It brings together frequently asked questions and provides standardized procedures that specialists can use when assisting residents. This approach ensures consistency in responses and makes the information more practical and useful.

During the seminar, Open Almaty 109 specialists shared their experience in building and maintaining such a knowledge base. Participants learned how to identify recurring inquiries, organize them into categories, determine which government agency is responsible for each issue, and prepare structured question-and-answer entries.

A separate session focused on practical exercises. Using real inquiries and official responses from government agencies, participants developed step-by-step instructions for residents and assessed the clarity and completeness of the information provided. The exercises were supported by a specially prepared methodological guide and workbook containing examples, assignments, and quality assessment criteria.

Social media can also serve as a valuable source of information for developing the knowledge base. Analyzing messages and comments helps identify the issues that concern residents most and the areas where clearer explanations are needed. This allows the knowledge base to be continuously improved in response to the actual needs of the population.

At the same time, the effectiveness of the system depends on the accuracy and relevance of its information. Changes to contact details, service timelines, or administrative procedures must be promptly reflected in the knowledge base. Clearly assigning responsibility for preparing, reviewing, and updating materials is therefore an essential part of the process.

The further development of the system is also expected to involve artificial intelligence technologies. According to Kuandyk Izteleuov, Deputy Director of the Almaty City Monitoring and Rapid Response Center, digital solutions should primarily deliver tangible benefits to residents.

«In the Year of Digitalization and Artificial Intelligence, it is particularly important that digital solutions provide practical benefits to residents. A unified knowledge base is not merely a collection of information but a tool for improving the quality and speed of communication with the public. In the future, the use of artificial intelligence technologies will make it possible to analyze and process inquiries more efficiently,» said Kuandyk Izteleuov.

The experience of Open Almaty 109 demonstrates that handling public inquiries can serve a broader purpose than resolving individual concerns. Systematically analyzing residents' requests helps identify recurring problems, improve the quality of consultations, and establish clearer, more effective communication between the public and government agencies.