According to 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», 44 public services, including 27 - tax and 17 – customs directions were provided by state revenue agencies. 35 public services are provided free of charge, 9 services are provided for a fee.
В Currently, 40 public services or 90.9% of the total number of services are automated, 33 of them are available in the e-Government Portal.
In addition, the types of services that can be obtained through the NAO «Government for Citizens», are expanded annually for the service recipients' convenience, 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;
- Withholding Income Tax is tax withheld at source
- The change of 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.
Regulatory legal acts defining the procedure for the provision of public services are posted on the Department's website at the link http://vko.kgd.gov.kz/ru/depsection/gosudarstvennye-uslugi.
In 2021, the state revenue bodies of the region provided 1,183,963 public services, including in electronic form - 1,154,414 or 97.5% of the total number of services provided, as well as on paper - 29,549 or 2.5%.
16482 services were provided through the e-government Portal, 580 services were provided through IS « E-Licensing », and 1932 services were provided through the State Corporation « Government for Citizens » - 1932.
In electronic form, public services such as «Issuance of the personal account statements on the status of settlements with the budget, as well as on social payments» (303950 services or 100%), « Tax Received Report » (558168 or 99,1%), « Providing information on the absence (presence) of debt, which are recorded in state revenue authorities, » (97820 or 100%), « Registration and de-registration of cash registers (CR)» (39756 or 97,6%), « Suspension (extension, renewal) of tax reporting » (11703 or 99,9%), and etc. are most needed.
In order to simplify the process of obtaining public services, work is being carried out to modify existing information systems, integrate with the systems of second-tier banks (STBs), introduce new services, as well as bring public services to mobile platforms on an ongoing basis at the level of the State Revenue Committee of the Ministry of Finance of the Republic of Kazakhstan.
Currently, in order to optimize and automate the processes of providing services, the following works are planned:
- Realization of integration with the STB (Kaspibank, Halykbank) in the direction of push messages on notifications of non-submission of tax reporting forms, suspension of expenditure transactions on settlement accounts, top questions and answers (Kaspibank) on taxes of individuals and individual entrepreneurs, changes in legislation for legal entities and sole proprietors (Alfabank, Halykbank), push messages on the status of termination of the activity of sole proprietors and the reasons for its refusal (Kaspibank, Halykbank);
- implementating interaction on online repayment of arrears on social payments within a few minutes (on suspension of expenditure transactions on bank accounts) with the NAO State Corporation "Government for Citizens";
- implementation of the service for viewing the personal account card for taxes of individuals in «e-Salyq Azamat», as well as work on updating databases of authorized state bodies;
- submission of proposals to the Association of Taxpayers of Kazakhstan and the National Chamber of Entrepreneurs on optimization and simplification of tax reporting for each type of tax, as well as the exclusion of services « Suspension (extension, renewal) of tax reporting » and « Revocation of tax reporting »;
- implementation of the functionality for automatic processing of applications for offset of overpaid taxes without the participation of an employee of state revenue bodies, as well as transfer to banking services and mobile applications of overly (erroneously) paid taxes subject to offset/refund, within the limitation period.
The state revenue bodies of the region are systematically working to improve the quality of service for service recipients. In particular, conditions have been created to provide comfortable and convenient conditions for waiting and servicing, including for persons with disabilities (include the provision of ramps and structures for movement , buttons for calling an employee of the SRD), the transition to "barrier-free" service for service recipients, the Electronic Queue Management System has been also updated, providing the possibility of online queue booking at the SRD in Ust-Kamenogorsk and Semey, «Self-service terminals» continue to operate to send tax reports and tax statements electronically.
In order to control the quality of the provision of public services, the Department continuously monitors the activities of structural units providing services to service recipients. So, in 2021, inspections were carried out by the «Secret Consumer» method in 8 territorial departments of state revenue. The audit covers issues of compliance with existing regulatory legal acts in the provision of services, compliance with sanitary norms and standards when servicing service recipients, etc.
Based on the results of the inspections of the SRD, measures were taken to eliminate the identified failures in the organization of the work of Service Centers, as well as technical training was conducted with the staff of the State Revenue Department to clarify the norms of tax legislation.
The facts of violations revealed during the inspections were announced at the Department's staff meetings. As a result, all structural units were given specific instructions on taking measures to ensure the quality and timeliness of public services, as well as compliance with Standards.
To exclude cases of violation of the established deadlines for the provision of services, the Department carried out daily monitoring of the status of documents in the information systems INIS, SONO and «Monitoring the IIS PSC». In addition, in order to monitor the current situation of servicing service recipients, video surveillance and video calls of Service Centers of State Revenue Departments were carried out for the quality and speed of servicing service recipients, the presence of an employee at the workplace, the formation of queues, the operation of a «Self-service Terminal», compliance with sanitary standards, etc.
Structural divisions of the Department are constantly working to raise the level of awareness of service recipients in the provision of public services. In particular, seminars, round table meetings are held, materials are published in the media, on official accounts in social networks (Facebook and Instagram), as well as information is regularly posted on the Department's website. So, in 2021, 967 explanatory events were held on the provision of public services, 258 of them on the possibility of receiving services in electronic form through the portal " E- Government", as well as through state corporation «Government for Citizens». In addition, consulting services are provided by telephone by employees of the Contact Centers of the state revenue bodies of the region.
In order to prevent violations in the provision of public services, measures are being taken to train employees whose functions include the provision of public services. So, there were professional development courses on such topics as «Procedure for the provision of public services», « Efficiency of public services: regional aspect », « Behavioral psychology and anti-corruption culture» Compliance with the principle of integrity» etc. in 2021. Trainings were attended by 211 employees of structural divisions of the Department
Currently, the state revenue authorities are tasked with creating all conditions for taxpayers' satisfaction with the provision of public services, by eliminating violations of established deadlines and complaints from service recipients for the provision of public services, increasing the proportion 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 connection, the Department will take all measures to ensure timely and high-quality provision of public services, as well as to create favorable conditions for taxpayers when receiving services.