History of the Contact Center 111

The number of children in Kazakhstan is 6.6 million, or one third of the country's population. Currently, there is an increase in violations of children's rights.

In order to effectively organize emergency assistance, prevent violations of children's rights, and prevent violence, the experience of countries whose work in this area is considered effective - Australia, Great Britain, Canada, Singapore, and Sweden - has been studied. In particular, they use a single state contact center that coordinates emergency assistance for the whole range of problems with an individual approach and simultaneous connection of several services.

In the Republic of Kazakhstan, due to the absence of such an instrument, citizens, especially women and children, often turn to the media and social networks in search of justice. 

At the same time, the country has a number of public republican contact centers, helplines, and regional "short numbers" for which government grants and budget funds are allocated. As practice has shown, this approach is ineffective and does not ensure systematic work. In addition, the analysis revealed the lack of awareness of citizens about the existence of these services. 

In 2017-2018, under the Ombudsman for Children's Rights in the Republic of Kazakhstan, the emergency Service 111 was established, the administrator of the republican budget program was the Ministry of Education of the Republic of Kazakhstan.

The activities of Service 111 were aimed at protecting the rights, freedoms and legitimate interests of the child, including consideration of complaints about decisions or actions (inaction) of state central and local executive bodies, enterprises, officials.

In 2019, the administration of the project was transferred to the Ministry of Labor and Social Protection of Population of the Republic of Kazakhstan. At the same time, the 111 Service was integrated with all social assistance services (medical, social, fire and other), which allowed to bring each appeal to the result and provide the necessary public services.

Since September 2020, the 111 Service started working under the AMANAT party on the initiative of the Council for Family Affairs and Social Protection of the Population.

In October 2023, within the framework of the message of the Head of State Kassym-Jomart Tokayev to the people of Kazakhstan "Economic course of fair Kazakhstan", the Ministry of Digital Development, Innovation and Aerospace Industry of the Republic of Kazakhstan was determined as the authorized body for organization and coordination of Service 111.

Since October 16, 2023, reception of voice appeals on issues of family, women and protection of children's rights is provided by the State Corporation "Government for Citizens".

The 111 Service not only provides women and children with timely protection from the State, but also allows monitoring of the most acute problems in the family sphere. 

The activity of the 111 Service on the principle of "here and now" helps to organize assistance to citizens from remote regions, to restore law and justice, to ensure the availability of medical, public services, benefits, to inform Kazakhstan citizens about their rights, to protect them from domestic violence, to respond promptly to complaints about organizations of education, health care, social protection, to provide legal support to victims of fraud, to explain the procedure for participation in state training programs, employment and much more.

A Memorandum between ICRIAP, the AMANAT party and the Commissioner for Children's Rights in the Republic of Kazakhstan was signed in order to develop and implement coordinated measures to ensure the functioning of a free 24-hour national line on family, women's issues and the protection of children's rights.

By Government Decree No. 901 of October 12, 2023, the number 111 is included in the list of services, connection to which is free for subscribers of all mobile operators. 

The work of the 111 Service is organized by analogy with the Unified Contact Center 1414 and allows:

- consult, provide psychological assistance to citizens through various communication channels: phone calls, audio calls, text dialogs;

- automate recording of conversations, collection of reports;

- apply CRM for management and processing of appeals, routing between support lines;

- monitor calls, appeals, text dialogs with citizens.

Contact Center 111 provides services around the clock, without breaks, weekends and holidays.

In case of receiving appeals falling within the competence of emergency medical service (103), internal affairs bodies (102), fire-fighting and rescue service (101, 112), legal assistance (119), regional akimats (109) calls are redirected.

The expected effect of the activities of the 111 Service is:

1) reduction in the number of violations of women's and children's rights;

2) Improving the legal literacy of the population;

3) Consolidation of the efforts of State bodies and non-governmental organizations to protect the rights of citizens;

4) collection and analysis of information on human rights problems and development of measures for their protection at the republican level.