Digital Breakthrough in Public Services: Kazakhstanis Accessed Around 15 Million Services via Self-Service Zones in One Year
According to the results of 2025, residents of Kazakhstan are increasingly using the opportunity to obtain public services independently in digital format, the State Corporation “Government for Citizens” reported. The analysis showed that the number of requests processed through self-service zones increased by more than 6.6 million over the year, reaching approximately 14.8 million, compared to about 8.2 million in 2024.
In terms of the number of requests via self-service zones, the city of Almaty leads the way, with more than 2.3 million services provided during the year. It is followed by Almaty Region with over 1 million services, and Turkistan Region with around 1 million.
The five most in-demand services in the self-service sector were: obtaining an electronic digital signature (EDS), issuance of archival certificates, registration at the place of residence, certificates of criminal record (or absence thereof), as well as certificates on the presence or absence of real estate.
“Everything we do is aimed at citizens’ convenience: everyone should have equal access and the freedom to choose the most comfortable way to receive services. For some, these are mobile applications, the e-government portal, or online platforms; others prefer banking applications, while some choose to receive services at Public Service Centers (PSCs). Our priority is the convenience and comfort of service recipients,” said Arman Kenzhegaliev, Chairman of the Board of the State Corporation.
It should be noted that in 2025, more than 13 million services were provided through PSC operators, while in 2024 this figure exceeded 15 million. The leaders in terms of the volume of public services delivered through front offices remain the cities of Almaty, Astana, and Shymkent.
According to survey results, the level of satisfaction with the quality of public service delivery nationwide exceeds 95 percent.