Unofficial translation
In accordance with subparagraph 9 of Article 9 of the Law of the Republic of Kazakhstan dated April 15, 2013 “On State Services”, I hereby ORDER:
1. To approve the attached Rules for operation of the Unified Contact Center.
2. To recognize as invalid the Order № 487 of the Minister of Transport and Communications of the Republic of Kazakhstan dated June 26, 2013
"On approval of the Rules for operation of the Unified Contact Center for the provision of state services" (registered in the Register of State Registration of Regulatory Legal Acts № 8583, published on October 26, 2013 in the newspaper "Kazakhstanskaya Pravda" № 302 (27576).
3. The committee of communication, informatization and information of the Ministry for Investments and Development of the Republic of Kazakhstan (T.B. Kazangap) shall:
1) provide the state registration of this order with the Ministry of Justice of the Republic of Kazakhstan;
2) send the copy of this order in print and electronic variant for official publication in periodicals and the information and legal system "Adilet" within ten calendar days after the state registration with the Ministry of Justice of the Republic of Kazakhstan, as well as to the Republican Center for Legal Information within ten calendar days from the date of receipt of the registered order for inclusion in the Reference Control Bank of Regulatory Legal Acts of the Republic of Kazakhstan;
3) place this order on the Internet resource of the Ministry for Investments and Development of the Republic of Kazakhstan and on the intranet portal of state bodies;
4) within ten working days after the state registration of this order with the Ministry of Justice of the Republic of Kazakhstan, submit to the Legal Department of the Ministry for Investments and Development of the Republic of Kazakhstan information on the execution of measures provided for in subparagraphs 1), 2) and 3) of paragraph 3 of this order.
4. Control over the execution of this order shall be entrusted to the supervising Vice Minister for Investments and Development of the Republic of Kazakhstan.
5. This order shall be enforced upon expiry of ten calendar days after the day of its first official publication, but not earlier than March 1, 2016.
| Acting Minister | |
| for Investments and Development | |
| of the Republic of Kazakhstan | Zh. Kassymbek |
"AGREED"
Minister of National Economy
of the Republic of Kazakhstan
___________ E. Dossayev
January 29, 2016
| Approved by order № 83 of the Acting Minister for Investments and Development of the Republic of Kazakhstan dated January 26, 2016 |
Rules for operation of the Unified Contact Center
1. General provisions
1. These Rules for operation of the Unified Contact Center (hereinafter referred to as the Rules) shall be developed in accordance with subparagraph 9) of Article 9 of the Law of the Republic of Kazakhstan dated April 15, 2013 "On State Services" and shall determine the procedure for the operation of the Unified Contact Center.
2. The main tasks and functions of the Unified Contact Center shall be:
1) to improve the availability of information on information and communication, state and other services, forms of their provision;
2) to increase the level of awareness of service recipients about the activities of state bodies, as well as increasing the level of awareness of service recipients and state bodies on the procedure and process of providing information and communication, state services and other services;
3) to interact with central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, districts in the city, cities of regional significance, towns, villages, rural districts and service providers on the provision of information on state services, to interact with state bodies and the operator of information and communication infrastructure "electronic government" on information and communication services and other services;
4) to provide to service recipients with the unified telephone access point for obtaining information on information and communication, state services and other services.
3. The following concepts and abbreviations shall be used in the Rules:
1) information and communication service - the service or a set of services for the rental and (or) placement of calculating resources, the provision of software, software products, service software products and technical means for use, including communication services, through which the functioning of these services shall be ensured;
2) The Unified Contact Center - the legal entity defined by the Government of the Republic of Kazakhstan, performing the functions of an information and reference service for the provision of information to service recipients on the provision of information and communication, state services and other services, as well as state information bodies on the provision of information and communication services;
3) the information and reference knowledge base of the Unified Contact Center (hereinafter referred to as the Knowledge Base) - the electronic database of the Unified Contact Center for storing, replenishing, updating and searching for the necessary information to provide a response to the service recipient;
4) the operator of the Unified Contact Center (hereinafter referred to as the operator) - an employee of the Unified Contact Center who shall provide information and reference support for the services of recipients of the services to be interested;
5) state service - one of the forms of realization of some state functions carried out individually on the treatment of service recipients and aimed at realization of their rights, freedom and legitimate interests, provision to them of appropriate material or intangible benefits;
6) the operator of the information and communication infrastructure of the "electronic government" (hereinafter referred to as the operator of the ICI) shall be a legal entity determined by the Government of the Republic of Kazakhstan, who shall be responsible for ensuring the functioning of the information and communication infrastructure of the "electronic government" assigned to it.
2. Procedure of the Unified Contact Center
4. Unified contact center shall:
1) provide round-the-clock consulting support to individuals and legal entities on the provision of state and other services;
2) carry out round-the-clock consulting support of state bodies on the issues of information and communication services provided to them;
3) carry out round-the-clock consulting support of individuals and legal entities, state bodies on issues of "electronic government";
4) send requests to the ICI operator, state bodies and other organizations to provide clarification on issues that have arisen with the recipient of information and communication, state and other services;
5) systematically send information to the ICI operator, state bodies and other organizations on the received appeals of individuals and legal entities.
5. In its activities, the Unified Contact Center shall be guided by the following principles:
1) quality and availability of services;
2) provision of reliable and up-to-date information on the procedure for execution of services;
3) provision of full and timely information on the procedure for execution of services.
6. The Unified Contact Center shall provide its services to the population of the Republic of Kazakhstan around the clock, without breaks, weekends and holidays.
7. Appeals from citizens and state bodies shall be received on free telephone numbers: 1414, 88000807777, Internet resource: www.1414.kz, e-mail address: egov@nitec.kz, support@pki.gov.kz, sd@nitec.kz.
When contacting the telephone, the average waiting time for a response on the communication line cannot exceed forty seconds from the moment the service recipient receives a call.
8. Registration of appeal received by e-mail or Internet resource at the e-mail address: www.1414.kz shall be carried out automatically, the response shall be provided within two working days.
9. The Operator shall provide information and reference support for services on the information available in the Knowledge Base.
10. If the appeal contains questions that are not included in the activities of the Unified Contact Center, the operator shall provide the applicant with the information available to him regarding the subject whose competence shall be to resolve these issues.
11. When the call is redirected, the operator shall notify the service recipient.
12. The Unified Contact Center shall consult recipients on filing a complaint through the Internet resource at the e-mail address: www.egov.kz in the form of an electronic document certified by an electronic digital signature and shall inform about the deadline.
13. The service recipient shall be given the opportunity to evaluate the quality of the advice provided. Immediately after the end of the conversation with the operator, the system shall be automatically activated, which shall offer to evaluate the operator's work on a five-point scale.
14. At the written request of the authorized body in the field of informatization and (or) the authorized body for assessment and control of the quality of state services, the Unified Contact Center shall provide a recording of the operator's conversation within four hours after receiving the corresponding request. In this case, the request shall indicate the date and phone number of the service recipient.
15. The Unified Contact Center regularly shall improve the professional competence of operators, shall conduct training and retraining according to the standards of state services, and shall apply incentive and promotional measures.
16. Quality control of the provision of information on the state services shall be carried out by the authorized body in the field of informatization.
17. To provide the Unified Contact Center with advice on information and communication services, the ICI operator shall:
1) conduct training of employees of the Unified Contact Center;
2) fill the knowledge base of the Unified Contact Center with the necessary information;
3) form groups of responsible persons from among its employees and employees of service software product suppliers to resolve requests of state bodies.
