业务问题
Service information is scattered across sources, the required documents are unclear and service quality is measured irregularly.
适用对象
- Akimats and regional structures
- City services
- Residents
- Digital transformation leaders
数字内核
- Service catalogue with descriptions and requirements
- Single window for requests
- Smart queue
- Resident account
- Service quality assessment
- Service analytics
功能模块
- Service navigator
- Appointments and queue
- Request intake and processing
- Status notifications
- Surveys and quality scoring
- Executive dashboard
架构
- 01
Channels
- Resident portal
- Mobile app
- Kiosks at service centres
- Contact centre
- 02
Business logic
- Service regulations
- Request routing
- Queue and appointments
- SLA and quality control
- 03
AI layer
- Citizen Services Agent
- Kazakh and Russian consultations
- Document checklist generation
- Service quality analysis
- 04
Data
- Service registry
- Request history
- Quality metrics
- Resident profile
TEQ Intelligence Layer
AI Intelligence Layer
- Public service navigationAI 模块可用
- Consultations in Kazakh and RussianAI 模块可用
- Document checklist generationAI 模块可用
- Smart queueAI-ready
- Service quality analysisAI 模块可用
- Citizen Services AgentAI 模块可用
AI 模块已经开发完成，可接入各解决方案，但尚未在客户处投入生产运行，目前可用于试点或实施项目。
可接入的智能体
Citizen AI Agent
AI 模块可用Answers routine citizen questions and explains required documents and the service procedure in Kazakh and Russian.
- Search over the service knowledge base
- Document checklist generation
- Escalation to a human operator
Makes no service decisions. Answers come only from the approved knowledge base; ambiguous cases are escalated to an operator.
Document AI Agent
AI 模块可用Recognises documents, checks completeness, detects discrepancies and prepares a routing card.
- OCR and field extraction
- Checklist validation
- Registry cross-check
- Request routing
Approval or rejection is decided by an authorised employee. The agent records the basis of every check.
Analytics AI Agent
AI 模块可用Prepares analytical commentary on metrics, detects anomalies and drafts reports.
- Data mart queries
- Anomaly detection
- Scenario modelling
- Report draft
Every conclusion references its data source. Publishing a report requires confirmation.
运行场景
A typical scenario: from event to confirmed result.
- 11A resident describes their situation in their own words.
- 22The agent selects the relevant service and builds the document checklist.
- 33The resident books an appointment or submits the request online.
- 44An akimat employee processes the request and confirms the outcome.
- 55The resident rates the service; the rating feeds the executive analytics.
集成
- Government information systems (per regulation)
- Unified contact centre
- Document management systems
- Payment and notification services
安全
- Protection of residents' personal data
- Employee access control
- Audit logging of request handling
- Kazakh and Russian support in the interface and notifications
人的职责
AI advises and prepares the document checklist. The service is delivered and confirmed by an akimat employee.
在政府、金融及安全相关流程中，最终决定由获授权的员工确认；AI 负责分析数据并给出建议。