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Akimat Almaty
Public Information on Repair Works, Complaint Management
OBJECTIVES
- Establish transparent communication between city residents and the administration regarding repair works.
- Manage public perception and reduce negativity towards local authorities.
- Provide timely updates on timelines, phases, and areas of repair projects.
- Create an effective feedback system for complaints and suggestions.
- Increase public trust in municipal infrastructure projects.
Madina Musayeva
PR Director
“One of the biggest challenges in PR for government institutions is handling public negativity. We focused on transparency, speed, and accessibility of information. Through a multi-channel approach—ranging from traditional media to social networks and Telegram bots—we significantly reduced negative sentiment and improved public awareness.”
RESULTS
- Developed and launched a public opinion and complaint monitoring system, with data forwarded to the city administration.
- Secured over 20 publications in key city and national media outlets.
- Designed and implemented a digital platform (chatbot, social media) for real-time citizen notifications.
- Reduced the number of complaints during crisis periods by 30%, demonstrating effective public communication.
- The project was shortlisted for the «Aqmergen» award in the category «Promotion of Government, Public, and Social Programs.»