In accordance with the Order of the Ministry of Digital Development, Innovation and Aerospace Industry of the Republic of Kazakhstan dated January 31, 2020 No. 39 "On Approval of the Register of Public Services", state revenue bodies provide 44 types of public services, including 27 – tax and 17 – customs directions. 35 public services are provided for free, and 9 services are provided for a fee.
Currently, 40 public services or 90.9% of the total number of services are automated, 37 of them are available in the e-government Portal.
In addition, for the convenience of service recipients, the types of services that can be obtained through the "State Corporation "Government for Citizens" are expanded annually, so today 18 types of services are provided through the State Corporation.
4 public services are provided on paper, including:
- Introduction of new models of cash registers in the State Register of Cash registers;
- Refund of income tax withheld at the source of payment;
- Changing the terms of payment of import customs duties;
- Apostille of official documents originating from the structural divisions of the Ministry of Finance of the Republic of Kazakhstan and (or) their territorial divisions.
In 2020, the State Revenue Committee of the Ministry of Finance of the Republic of Kazakhstan developed and approved 12 regulatory legal acts (hereinafter - RLA) defining the procedure for providing 44 public services. The RLA data is available on the Department's website at the link http://vko.kgd.gov.kz/ru/depsection/gosudarstvennye-uslugi.
In 2020, the state revenue authorities of the region provided -1434326 public services, 1415240 or 98.7% are in electronic form; 19086 or 1.3%- on paper.
In particular, 10683 services were provided through the e –Government Portal, 595 services were provided through the E - Licensing IS, and 634 public services were provided through the Government for Citizens State Corporation.
In electronic form, the most popular public services are "Issuing statements from the personal account on the status of payments with the budget, as well as on social payments" (622583 services or 99.9% of the total number of services provided), "Receiving tax reports" (500226 or 98.9%), "Submitting information on the absence (presence) of debt, its accounting is maintained in the state revenue authorities" (77357 or 100%), "Registration and de-registration of cash registers (CR)" (44974 or 95.5%), "Suspending (extension, resumption) of tax reporting " (18,249 or 99.8%), etc.
In order to increase the satisfaction level of taxpayers with electronic services, the existing information systems are annually improved and modernized. In particular, in 2020, the web application "Taxpayer's Cabinet" (TC) was updated, that allowed to ensure the stable operation of the TC during peak periods when submitting tax reports, in addition, new services were introduced, for example, the possibility of filing in a tax application for activity termination, as well as automatic de-registration of an individual entrepreneur (in accordance with Article 67 of the Tax Code), which simplified the procedure for the liquidation of taxpayers.
For the purpose of effective tax administration, the mobile application "eSalyk" has been launched, as well as the eGovmobile application, where individuals and individual entrepreneurs have the opportunity to pay taxes by refill the "Tax Wallet". In addition, it is possible to view information on existing tax objects in these applications, as well as send electronic applications for data correction to the authorized state bodies.
Along with the expansion of electronic services, work is constantly being carried out to optimize and simplify the procedure for obtaining public services at the Committee level, for example since 01 January 2021:
- the function of registering non-resident individuals, foreigners and stateless persons as taxpayers is excluded, i.e. in the future, the registration of these persons will be carried out by the migration police;
- the rules on refusal to register individuals as persons engaged in private practice are excluded, thus, when registering a person engaged in private practice, refusals are not provided for;
- subparagraph 2) of item 1 of Article 169 of the Tax Code is excluded, i.e. when changing the place of use of cash registers, it is possible to change the place of use of cash registers without removing them from the register;
- there is no need to submit a declaration on indirect taxes (TRF 320.00).
In addition, the Committee has carried out work to reduce the time for the public services providing. So, in 2020, the terms for the following services are reduced:
- assignment of a personal identification number (PIN code) to producers (importers) of certain types of petroleum products, as well as to goods of producers and importers of certain types of excisable products, aviation fuel and fuel oil - from 5 working days to 1 working day;
- issuing of a certificate on the amounts of income received from sources in the Republic of Kazakhstan and withheld – paid taxes) - from 10 calendar to 3 working days;
- confirmation of residency of the Republic of Kazakhstan - from 10 calendar to 3 working days;
- issuing of registration and control stamps for alcoholic beverages (except wine materials, beer and beer drink) - from 5 to 3 working days.
Additionally, from January 1, 2021, the terms of the following services are reduced:
Thus, in 2020, 782 explanatory events were held on public services providing, 211 of them on the possibility of obtaining services in electronic form through the E-Government portal, as well as on obtaining services through the State Corporation "Government for Citizens».
In order to prevent violations in the public services providing, the Department conducts training activities for employees whose functions include the public services providing. Thus, in 2020, 155 employees of the Department's structural divisions took advanced training courses on the topics "Application of online cash registers", "Universal declaration", "Customs control of the customs value of goods in the IS "Astana-1", etc.
The state revenue authorities of the region systematically work to improve the quality of service to service recipients. In particular, conditions have been created to provide comfortable and convenient conditions for waiting and servicing, including for persons with disabilities (ramps and structures for movement have been installed, there are buttons for calling an employee of the Department of Internal Affairs), the transition to "barrier-free" service for service recipients has been implemented, the Electronic Queue Management System has been updated, in terms of providing online queue booking in the Department of Internal Affairs for Ust-Kamenogorsk and Semey, continue to operate "Self-service terminals" for sending tax reports and tax statements in electronic form.
During the state of emergency associated with the spread of coronavirus infection among the population, in order to minimize the turnout of the population, contact centers have been established in the territorial Departments of State Revenue that provide consulting services by phone. In 2020, the employees of the Contact Centers provided more than 190 thousand consultations to taxpayers. Currently, the work of the Contact Centers continues.
In order to control the quality of the public services providing, the Department constantly monitors the activities of structural divisions that provide services to service recipients. So, in 2020, inspections were carried out on the issue of the quality of the customs services providing in the CP "Oskemen–Center for Customs Clearance", "Semey", "Auezhay-Oskemen", "Bakhty", "Maikapchagai", in the tariff regulation department and the customs administration department. Also, the "Secret Consumer" method checks were carried out on the issues of compliance with sanitary standards, compliance with service standards in direct contact with service recipients in the Centers for the services providing of OD in Ust-Kamenogorsk and Ulan district. Based on the results of the inspections, the above-mentioned structural divisions were given appropriate recommendations to improve the quality of service to service recipients.
In order to exclude violation cases of the established deadlines for the services providing, the Department carries out daily monitoring of the status of documents in the information systems and "Monitoring of the information system of the PSC". In addition, in order to monitor the current situation in the service of service recipients, video surveillance and video calls of Service Centers of State Revenue Departments are carried out for the quality and speed of service to service recipients, the presence of an employee at the workplace, queues, the "Self-service Terminal" operation, compliance with sanitary standards, etc.
Currently, the state revenue authorities are tasked with creating all conditions for the satisfaction of taxpayers with public services providing, by eliminating violations of the established deadlines and complaints of service recipients for the provision of public services, increasing the share of electronic services, reducing waiting time in the queue and service time, as well as promptly and qualitatively informing the population about the procedure for the provision of public services.
In this regard, the Department will take all measures to ensure the timely and high-quality public services providing, as well as to create favorable conditions for taxpayers when receiving services.