Citizen Participation: iKOMEK 109 Electronic Platform of Akimat of Astana

Abstract

In the context of the active digitalization of public administration in Kazakhstan, digital platforms are increasingly viewed not only as tools for providing services but also as potential mechanisms for citizens' participation in governance. This study is devoted to the analysis of the iKOMEK109 platform for assessing the extent to which it promotes citizen participation in urban governance, as well as to identify factors that stimulate and limit such participation. The study was conducted as an exploratory case study using a mixed methodological approach. The empirical base includes semi-structured interviews with users of the platform, employees of the iKOMEK109 Administrative Center, and the founder of the platform, as well as public activists, and the results of an online survey of Astana residents. Data analysis is based on a thematic analysis of qualitative data and a cross-tabulation of survey results. The findings suggest that iKOMEK109 mainly serves as an accessible channel for submitting and processing citizens’ requests related to everyday and urgent issues. The platform provides a standardized mechanism for registering and tracking appeals, while its role in decision-making remains limited. Citizen participation through iKOMEK109 is largely problem-driven and reactive, with limited opportunities for dialogue or direct influence on governmental decisions. These patterns are associated with the platform’s institutional positioning and the procedural organization of request handling. The findings provide an empirical basis for recommendations on strengthening the role of the iKOMEK109 platform in developing citizen participation in urban governance.