iKomek 109 Unified City Contact Center
This overview was generated with AI from the public sources listed below and checked against them before publication. It has not had a complete human fact-check — treat it as a starting point and follow the sources.
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One number — 109 — folds 23 departments, six district akimats and every utility into a single queue: 2.2 million requests a year, closed only when the resident confirms. The 2026 replatforming stopped the old app cold on 1 January.
what does this mean?
The strongest source is the operator's or the city's own reporting — an official report, dataset or press release. It grades who did the looking — not how well the project went. All four grades →Part of 1001 Smart Cities — 1,167 documented projects · 🏙️ 2 more in Astana · 🪪 Digital government guide · 🏛️ Governance projects
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.
📊 Impact
Over 2.2 million requests a year across 23 city departments, six district akimats and all utility services; the rebuilt iKomek 2.0 platform logged more than 1 million requests between 1 January and 8 June 2026 (city figures).
🎓 Lesson
Confirmation-based closing sounds like accountability, but the metric is produced by the same office it measures — and the 2026 platform swap showed migration risk: the app went dark on day one of the new year with no announced return date.
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📎 Cite this project
1001 Smart Cities (2026). “iKomek 109 Unified City Contact Center” — Astana, Kazakhstan. The Smart City Atlas. https://1001smartcities.org/projects/astana-ikomek-109/ (last verified 2026-08-07). Data: CC BY 4.0.
The underlying data is free to reuse with attribution — see the open data page.