Application of innovative tools in providing public services in the context of transition to a service model of public administration in the Republic of Kazakhstan

The article explores key aspects of reforming the public service system in the Republic of Kazakhstan, focusing on fostering a service- and customer-oriented environment for service recipients. It examines the current state of the public service system, emphasizing advancements in process automation, the integration of information technology, and the shift towards proactive management. By leveraging data from focus groups conducted among civil servants, the study evaluates the effectiveness of ongoing reforms while identifying challenges encountered by citizens and government institutions alike. A central theme is the transformative role of digital technologies in enhancing the quality, accessibility, and transparency of public services. The article underscores how innovative tools streamline service delivery, reduce bureaucratic barriers, and improve citizen satisfaction. Simultaneously, it recognizes the digital divide as a significant obstacle, urging efforts to ensure equitable access to technology across various population groups. The authors advocate for strengthening trust in government institutions by refining the regulatory framework and fostering active engagement with citizens. They highlight the necessity of continuous adaptation to emerging technologies and the importance of feedback-driven approaches to address systemic inefficiencies. The study provides actionable insights into balancing modernization with inclusivity, offering a roadmap for advancing Kazakhstan’s public service ecosystem while building citizen confidence and fostering societal progress.

1. Ob utverzhdenii Koncepcii razvitija gosudarstvennoj sluzhby Respubliki Kazahstan na 2024–2029 gody. Ukaz Prezidenta Respubliki Kazahstan ot 17 ijulja 2024 goda No. 602. URL: https://adilet.zan.kz/rus/docs/U2400000602. (In Russian).

2. E-Government Development Index (EGDI). URL: https://publicadministration.un.org/egovkb/en-us/About/Overview/-E-Government-Development-Index. (In Russian).

3. GII 2024 results. URL: https://www.wipo.int/web-publications/global-innovation-index-2024/en/gii2024-results.html. (In English).

4. Ob utverzhdenii Koncepcii razvitija gosudarstvennogo upravlenija v Respublike Kazahstan do 2030 goda. Ukaz Prezidenta Respubliki Kazahstan ot 26 fevralja 2021 goda No. 522. URL: https://adilet.zan.kz/rus/docs/U2100000522. (In English).

5. Krueger R.A., Casey M.A. (2009) Focus Groups: A Practical Guide for Applied Research. Sage, 219 p. (In English).

6. Lune H., Berg B. (2017) Qualitative Research Methods for the Social Sciences, Global Edition. Pearson. 256 p. (In English).

7. Morgan D.L. (1997) Focus groups as qualitative research (2nd ed.). Sage Publications. URL: https://doi.org/10.4135/9781412984287. (In English).

8. Hughes O.E. (2012) Public Management and Administration. Palgrave Macmillan, 4th edition. 384 p. (In English).

9. Drechsler W. (2009) The rise and demise of the New Public Management: Lessons and opportunities for South East Europe // Uprava, letnik VII. No. 3. P. 7–27. (In English).

10. Fukuyama F. (2004) State-Building: Governance and World Order in the 21st Century. Cornell University Press. 160 p. (In English).

11. Ostrom E. (1996) Crossing the Great Divide: Coproduction, Synergy, and Development // World Development. No. 24. Issue 6. P. 1073–1087. (In English).

12. Rose-Ackerman S. (1999) Corruption and Government: Causes, Consequences, and Reform. Cambridge University Press. URL: https://doi.org/10.1017/CBO9781139175098. (In English).

13. Heeks R. (2020) Information Systems and Developing Countries: Failure, Success, and Local Improvisations // The Information Society. No. 18. P. 101–112. URL: http://dx.doi.org/10.1080/01972240290075039. (In English).

14. Dunleavy, Margetts, et al. (2006) New Public Management Is Dead – Long Live Digital-Era Governance // Journal of Public Administration Research and Theory. No. 16(3). P. 467–494. (In English).

15. The World Bank. Delivering services in multicultural societies. URL: https://documents.worldbank.org/pt/publication/documents-reports/documentdetail/193841468155123642/delivering-services-in-multiculturalsocieties. (In English).

16. Pollitt C., Bouckaert G. (2017) Public Management Reform. A Comparative Analysis – Into The Age of Austerity. 410 p. (In English).

17. Rezul'taty obshhestvennogo monitoringa ocenki kachestva okazanija gosudarstvennyh uslug // Issledovatel'skij centr «Talap». Nur-Sultan: Agentstvo RK po delam gosudarstvennoj sluzhby, 2021. 380 p. (In Russian).

18. Otchet o rezul'tatah provedenija obshhestvennogo monitoringa kachestva okazanija gosudarstvennyh uslug. URL: https://www.gov.kz/memleket/entities/qyzmet/documents/details/277854?lang=kk. (In Russian).

19. O Sistema ezhegodnoj ocenki jeffektivnosti dejatel'nosti central'nyh gosudarstvennyh i mestnyh ispolnitel'nyh organov oblastej, gorodov respublikanskogo znachenija, stolicy. Ukaz Prezidenta Respubliki Kazahstan ot 19 marta 2010 goda No. 954. URL: https://adilet.zan.kz/rus/docs/U100000954. (In Russian).

20. Nacional'nyj doklad o sostojanii gosudarstvennoj sluzhby v Recpublike Kazahstan. 2024. URL: https:// www.gov.kz/uploads/2024/4/5/2b570c000ed2ee210152ea19e9f0dcb3_original.764584.pdf. (In Russian).

21. Veiga L., Janowski T., Barbosa L.S. (2016) Digital government and administrative burden reduction // Proceedings of the 9th International Conference on Theory and Practice of Electronic Governance. New York: Association for Computing Machinery. P. 323–326. URL: https://doi.org/10.1145/2910019.2910107. (In English).

22. Dunleavy P. et al. (2006) Digital Era Governance: IT Corporations, the State, and e-Government. Oxford University Press, 302 p. (In English).

23. Muralidharan et al. (2016) Building State Capacity: Evidence from Biometric Smartcards in India // American Economic Review. Vol. 106. No. 10. P. 2895–2929. (In English).

24. The World Bank. Improving Public Sector Performance through Innovation and Inter-Agency Coordination. 2018. URL: https://documents1.worldbank.org/curated/fr/833041539871513644/pdf/131020WP-P163620-WorldBankGlobalReport-PUBLIC.pdf. (In English).

25. Eubanks V. (2022) Automating Inequality: How High-Tech Tools Profile, Police, and Punish the Poor. 482 p. (In English).

26. Bovens M., Zouridis S. (2002) From Street-Level to System-Level Bureaucracies: How Information and Communication Technology Is Transforming Administrative Discretion and Constitutional Control // Public Administration Review. No. 62(2). P. 174–184. (In English).

27. Linders D., Liao C. Z.-P., Wang C.-M. (2018) Proactive e-governance: Flipping the service delivery model from pull to push in Taiwan // Government Information Quarterly, no. 35(4), p. 68–76. (In English).

28. Proactive governance enhances service delivery in Estonia. URL: https://e-estonia.com/proactiveservices-estonia/. (In English).

29. Rowley J. (2006) An analysis of the e-service literature: Towards a research agenda // Internet Research. No. 16(3). P. 339–359. (In English).

30. Dunleavy P., Margetts H., Bastow S., Tinkler J. (2006) New public management is dead – long live digital – era governance // Journal of Public Administration Research and Theory. 16(3). P. 467–494. (In English).