iKomek 109 Unified City Contact Center

Astana's iKomek 109, launched on 1 January 2018 and modeled on North American 311 services, folds 23 akimat departments, six district akimats and every utility, elevator and building-management company into one 24/7 short number, app and Telegram bot. The center handles over 2.2 million requests a year, and a case is closed only after the resident confirms the problem is solved — a rule the city itself reports, with no independent audit of whether closed means fixed. A 2026 replatforming to iKomek 2.0 showed the cost of a single channel: the old app simply stopped accepting reports on 1 January 2026 with no announced return date, leaving the phone line and Telegram as the bridge; by 8 June 2026 the rebuilt platform had logged more than 1 million requests.