Digital interaction between the state and citizens in Kazakhstan has gone through a noticeable transformation in recent years. What once meant paperwork, long waits, and unclear procedures is increasingly becoming a transparent and traceable online process. At the center of this shift is eOtinish, a platform that has evolved into one of the country’s most important digital public services, DKNews.kz reports.
By the end of 2025, more than 5 million appeals had been submitted through eOtinish. This figure alone shows that the platform is no longer perceived as an auxiliary tool. For millions of Kazakhstanis, it has become the main channel for communicating with government agencies, as well as a practical embodiment of the “Hearing State” concept.
From submitting an appeal to going to court - all in one system
Launched on July 1, 2022, eOtinish was designed to automate the entire lifecycle of appeals from citizens and organizations. Today, users can submit requests online, track their status in real time, review their full history of interaction with state bodies, and assess the quality of official responses.
Importantly, the platform goes far beyond basic feedback. Citizens can file complaints about how decisions are executed and even submit claims directly to the courts of the Republic of Kazakhstan. Step by step, eOtinish is turning into a comprehensive digital mechanism for protecting citizens’ rights.
A reform backed by political will and legislation
The emergence of eOtinish was not a spontaneous digital experiment. It followed a clear political mandate. On January 26, 2021, at an expanded meeting of the Government, the Head of State instructed authorities to move toward a new model of working with citizens’ appeals under the “Hearing State” framework.
This instruction laid the groundwork for the launch of the unified information system “e-Otinish” (eOtinish.kz). An equally important milestone was the adoption of the Administrative Procedural and Process-Related Code on June 29, 2020. The new legal framework fundamentally changed how appeals are reviewed, strengthening accountability and placing citizens’ rights at the center of administrative processes.
Trust built through usability and transparency
One of the key indicators of eOtinish’s success is public trust. According to the team responsible for developing the platform, usage growth reflects not only wider digital adoption, but also confidence in the system’s effectiveness.
“Today, eOtinish is a cornerstone of digital government–citizen engagement and enjoys a high level of public trust. The NITEC JSC team continues to develop the system consistently, making it more user-friendly and efficient. We are currently focused on deploying and improving AI assistants to support faster responses and advanced data analytics,” said Gulmira Issabekova, Deputy Chairwoman of the Board of NITEC JSC.
This focus signals a shift from simple digitization toward smarter governance tools that can anticipate issues and improve decision-making.
How it worked before, and why it changed
Before the introduction of a unified digital platform, appeals were handled in a fragmented way. Each government agency relied on its own channels for receiving and registering requests. For citizens, this often meant confusion, lack of transparency, and little clarity about deadlines or responsibility.
eOtinish brought these scattered processes together into a single system. Appeals are now registered centrally, execution deadlines are monitored automatically, and interagency coordination has become far more transparent. For users, this translates into clearer expectations and greater confidence that their concerns will not disappear into bureaucratic silos.
What the numbers show
Statistics from 2025 underline the platform’s growing role:
- more than 4 million appeals were submitted by individuals,
- around 1 million appeals came from legal entities.
Compared to 2024, the total number of appeals increased by roughly 1 million. This steady growth suggests that citizens and businesses increasingly prefer digital channels that provide traceability and measurable outcomes.
How to submit an appeal
Today, submitting an appeal through eOtinish is possible via multiple channels:
- the eOtinish.kz website,
- the eGov.kz portal,
- the eGov Mobile application,
- in person at CSCs,
- or at “Nätije” Reception Centers.
This multichannel approach ensures accessibility for users with different levels of digital skills and from different regions of the country.
What comes next
Looking ahead, authorities plan to expand the platform’s functionality further. Priorities include the development of AI-based analytical tools, updating the Unified Knowledge Base of government agencies, and enhancing data-driven insights into recurring public issues.
In practice, this means eOtinish may soon help not only respond to individual appeals, but also identify systemic problems earlier and support more informed policy decisions.
Today, eOtinish is no longer just a digital service. It has become a mirror of the ongoing dialogue between the state and society. And the figure of more than 5 million appeals suggests that this dialogue is active, evolving, and increasingly meaningful for millions of people across Kazakhstan.
