BOMCA assists with developing a call-centre concept for Kazakh border service

  • Thematic Component: 4. Improvement of Cross-Border Cooperation
  • Country: Kazakhstan

From November 29 to 30, the Border Management Programme in Central Asia (BOMCA 10) organised an assessment mission for the development of a concept for the Call Centre of the Border Service of the National Security Committee of Kazakhstan.

The expert mission aimed at sharing the experience and lessons learnt of the State Revenue Service of Latvia in the development of the Call Centre, as well as at conducting an in-depth assessment of the existing conceptual documents relevant for the establishment of a well-functioning Call Centre, to be administered by the Kazakh Border Service.

During the bilateral meetings with the representatives of the Border Service of Kazakhstan and representatives of model call centres and service providers existing on a local level, the expert presented the experience of the State Revenue Service of Latvia and assessed normative and technical frameworks for the development of a comprehensive concept of a Call Centre, in accordance with the needs defined by the Border Service, and the Roadmap elaborating on the required steps to implement the product.

This activity was organised in the framework of Component 4, “Improvement of cross-border cooperation”, which aims at improving living conditions in border areas through local economic development, with a focus on human rights, gender equality and vulnerable groups.