In accordance with the «Register of Public Services» approved by the order of the Acting Minister of Digital Development, Innovation and Aerospace Industry of the Republic of Kazakhstan dated January 31, 2020 № 39/NK, the local executive bodies of the Karaganda region provide 179 types of public services and 160 subspecies. Out of 179 public services, 154 types of public services are provided free of charge, 19 on a paid basis, 6 on a paid and free basis.
In 2022, 18 562 110 public services were provided in the region. Of these, through the departments of the branch of the NAO «State corporation «Government for citizens» in the Karaganda region (hereinafter - GC «Government for citizens») 90 055 public services were rendered. 18 420 970 public services were provided electronically. 1 948 public services were rendered in paper form through state agencies.
The most popular public services during the reporting period were health services, namely:
«Doctor's appointment» provided 13 963 222 (75%) public services;
«Provision of medicines, specialized medical products, medical devices to certain categories of citizens» provided 1 391 592 (7%) public services;
596 202 (3%) public services were provided to «Call an ambulance».
22 front offices, including a specialized center for the registration of motor vehicles and the issuance of driver's licenses, are functioning in the GC «Government for citizens» for the affordable receipt of public services on the principle of «one window».
There are also 6 mobile PSC equipped with GPS navigators for receiving applications for the provision of public services with departure to remote rural districts. Mobile groups are functioning to provide public services to people with disabilities.
In the offices of akims of cities and districts of the region, the projects «Open Akimat», «Open space» and «Public reception of Akimat» have been implemented. These projects create a comfortable platform for consultation, for receiving documents and providing assistance to the population through a single window and an electronic queue. The «Department of migration services» of the Karaganda region police department and the «Center for digital technologies» of the GC «Government for citizens» operate in the region.
On an ongoing basis, work is being carried out to raise the level of awareness of service recipients about the procedure for obtaining public services: seminars, round tables, briefings, conferences and other events have been held. During 2022, 3 010 such events were held.
On the unified platform of Internet resources of state bodies (EPIR GO), materials regarding the conduct of public services activities are posted, the results of sociological research, an assessment report, control measures, laws, relevant subordinate regulatory legal acts, reports on the work of local executive bodies on the provision of public services are posted.
In order to increase the digital literacy of the population, including obtaining public services using information technology, training is conducted. In 2022, the GC «Government for citizens» held training events on digital literacy in 504 organizations, covering 4 729 people.
In order to ensure the active participation of citizens in the public discussion of reports on activities in the field of public services, issues of public services are included in the annual reporting meetings of akims of all levels. The results of public discussions are posted on the official Internet resources of akimats.
In all government agencies and in the buildings of the GC «Government for citizens» there is information about the procedure for receiving services, their appeal, the timing of receipt, as well as information about the unified contact center 1414.
The population of the region has the opportunity through the «Single coordination center «Senim 109» to also get answers to questions on public services.
To ensure minimization of contacts between employees of state bodies and service recipients, work continues to translate the procedure for providing public services into an electronic format.
To increase the interest of the population of the region in the electronic form of obtaining public services in the region, the population is constantly informed through the media, visual advertisements are placed, self-service corners are organized, public service fairs are held, booklets are distributed, work has been done to add service providers to the application «2-gis.kz».
A regional geoinformation system (hereinafter - RGIS) has been implemented in the Karaganda region.
RGIS - is a multifunctional web portal of local executive bodies, which is a back–system for MIO employees with up-to-date cartographic information about the region, providing collection of spatial information on a single resource, automation of public services in the field of land relations and architecture, implementation of online provision of land plots through integration with the Unified state cadastre of real estate and the e-government portal.
One of the important components of the content of the RGIS is the digitization of architectural and urban planning layers (digital master plans, PDPs and engineering communications). Filling GIS with architectural and urban planning layers will be carried out until 2025 as they are digitized. The processes of 8 public services were automated at the regional RGIS.
In order to fulfill the tasks of providing villages with high-quality Internet in the Karaganda region, the republican project «Providing broadband access to rural settlements of the Republic of Kazakhstan using fiber-optic communication lines technology» was implemented. Currently, out of 349 rural settlements of the Karaganda region, 224 have access to broadband Internet.
In order to further provide individuals and legal entities with affordable and high-quality public services, including in electronic format, in 2023, explanatory work will continue with the population on the possibilities of obtaining public services through the GC «Government for citizens», the portals of «electronic government» and «electronic licensing».
In 2022, the state bodies of the region implemented Plans of control measures on the provision of public services. 350 control measures were carried out during the year.
The survey revealed 45 violations of deadlines and 2 complaints. Disciplinary measures have been applied to those responsible for these facts. According to the results of the analysis of the results, appropriate recommendations are given.
In order to improve the skills of employees in the provision of public services, courses are being held at the branch of the Academy of Public Administration under the President of the Republic of Kazakhstan in the Karaganda region, 104 specialists were trained in 2022.
The regional administrations and akimats of cities and districts are constantly monitoring the provision of public services in the IP «Monitoring».
Разработаны и утверждены планы мероприятий по качеству оказания госуслуг в акиматах городов и районов, областных управлениях.
On an ongoing basis, measures are being taken to provide advisory and practical assistance to specialists providing public services.
In order to identify the level of satisfaction of service recipients with the quality of public services and problematic issues in the provision of public services in the Osakarovsky district, a sociological survey of the population was conducted.
According to the results of the study, the level of satisfaction with the quality of public services was 95.2%. As part of the study, a mass survey of service recipients and an in-depth interview were conducted. To conduct the study, 12 of the most popular, socially significant public services were included, 269 citizens of the district were interviewed.