This article explores the impact of digital transformations in the Parliament of the Republic of Kazakhstan on optimizing the management of civil appeals through the e-Otinish platform. This unified digital platform serves all Kazakhstani citizens, addressing a wide range of issues such as housing and utilities, urban development, illegal construction, entrepreneurship, and rights protection. The system is designed to enhance transparency, efficiency, and responsiveness in government operations. The authors analyze the digital transformation processes within the Parliament of Kazakhstan, focusing specifically on optimizing the management of civil appeals. A comprehensive methodological approach is utilized, which includes the analysis of regulatory documents, case studies of successful digital technology implementations, surveys, interviews with key stakeholders, and a comparative analysis of international practices. Special attention is given to the statistical analysis of appeal volumes and citizen satisfaction levels over time. The study identifies key challenges and shortcomings of traditional appeal management methods while highlighting the positive effects of digitalization on improving interactions between citizens and government institutions. The findings underline the necessity of further development of digital tools to enhance transparency, parliamentary efficiency, and citizen engagement in governance processes.
