One of the main areas of work of the state revenue bodies is the timely and high-quality rendering of public services.
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" (with amendments and supplements), state revenue agencies provide 43 types of public services, including 26 – tax and 17 – customs services. 34 public services are provided free of charge, 9 services are provided on a paid basis.
At the moment, 39 or 91% of 43 public services are automated, of these 37 services are available in the e-Government portal.
On an alternative basis, 15 services are provided through the State Corporation «Government for Citizens».
8 services are provided on a non–alternative basis, i.e., only in electronic form.:
- Issuance of a license for manufacture of tobacco products
- Issuance of a license for ethyl alcohol production
- Issuance of a license for the production of alcoholic beverages
- Issuance of a license for the storage and wholesale trade of alcoholic beverages, with the exception of activities for the storage and wholesale trade of alcoholic products in the territory of its production
- Issuance of a license for the storage and retail sale of alcoholic beverages, with the exception of activities for the storage and retail sale of alcoholic products in the territory of its production
- Provision an information on availability (absence) of debt accounting of which is made by state income bodies
Qualification examination of persons pretending to the right to carry out an administrator's duties (temporary administrator, rehabilitative, bankruptcy and interim managers)
- Issuance of extracts from the personal account on the status of settlements with the budget, as well as on social payments.
In 2022, the state revenue bodies of the region provided 1,134,332 public services, of these 1,124,893 or 99.2% of services were provided in electronic form, 9439 services (0.8%) on paper.
Also, 1214 public services were provided on paper through the State Corporation "Government for Citizens", 8011 services were provided eelectronically through EGP, 599 services were provided through "E-licensing".
In electronic form, such public services as "Issuance of extracts from the personal account on the status of settlements with the budget, as well as on social payments" (292966 services or 100%), "Acceptance of tax reports" (535479 or 99.3%), "Provision an information on availability (absence) of debt accounting of which is made by state income bodies" (69012 or 100%), "Registration and deregistration of cash register machines (CRM)" (48859 or 98.3%), "Suspension (extension, renewal) of tax return provision" (10369 or 99.9%).
Within the concept of development of public administration: building a "human–centric" model - "People first", the State Revenue Committee of the Ministry of Finance of the Republic of Kazakhstan is working to optimize and automate the provision of public services.
For this purpose, the process of obtaining public services is being simplified on an ongoing basis, by way of a step-by-step reduction of time for receiving services, reducing the number of attached documents, optimizing tax forms, converting services to digital format, etc.
The priority of the state revenue bodies is the automation of public services, the active popularization of digital products, massive information campaign to explain the benefits of electronic services for taxpayers.
Automation allows you to apply for public services remotely without leaving your home / office, therefore, it has a positive effect on reducing corruption risks due to the exclusion of contacts between service providers and service recipients, reduces the time and cost loss of the taxpayer, and also ensures round-the-clock availability of services.
To date, public services in electronic form can be obtained in the following ways:
- through the e-Government web portal;
- through the information systems of the State Revenue Committee – "SONO", the web application "Taxpayer's office", IS "E-window", IS "Astana-1";
- through the information system of the Ministry of Digital Development and Aerospace Industry "E-licensing".
In addition to the information systems of the Committee, special mobile applications "e-Salyq Azamat" and "E-Salyq Business" have been developed in order to simplify the fulfillment of tax obligations by taxpayers. Services and public services are implemented on these mobile applications, such as online booking, search for unreliable taxpayers, service on tax and social payments debts, payment of taxes using details, adjustment of tax objects, registration of individual entrepreneurs and other.
As a result of the massive information campaign to explain the benefits o of the mobile applications "e-Salyq Azamat" and "E-Salyq Business", the number of taxpayers using these mobile applications amounted to 34186 for "E-Salyq Business" and 148819 for "E-Salyq Azamat".
In addition, public services and services of state revenue bodies are brought to the e-government mobile application "e–gov mobile", such as - carrying out offsets and refunds of taxes, payments to the budget, penalties, fines, provision an information on availability (absence) of debt, viewing and payment of tax reports, upcoming tax payments of individuals, verification of the status of an individual entrepreneur, notification of the commencement of activities as an individual entrepreneur and other.
Also, within the cooperation with individual second-tier banks, projects have been implemented to provide taxpayers who are bank customers with access to state services of state revenue bodies through mobile applications of banks. Active work is carried out with Kaspi Bank Jsc, Halyk Bank of Kazakhstan Jsc. The most popular implemented projects through the mobile applications of the noted banks are the service "Registration of an individual entrepreneur" and the state service "Acceptance of tax reports" - f. 910.00.
The state revenue bodies of the region are systematically working to upgrade the quality the quality of service to service recipients. In particular, conditions have been created to provide create comfortable and flexible conditions for waiting and servicing, including for people with disabilities (ramps and structures for movement are available, there are buttons of a call of an employee of rge SRO), barrier-free service for service recipients has been implemented, a changing schedule for employees of Centre for services has been introduced during the lunch break, Self-service terminals for sending tax reports and tax statements in electronic form continue to function.
In order to control the quality of public services, the Department monitors the activities of state revenue offices (SRO) on regular basis. So, in 2022, inspections by the "Secret Consumer" method were carried out in 6 SROs. The inspection covers the issues of compliance with the current regulatory legal acts on the provision of public services, compliance with standards when servicing service recipients, etc. Based on the results of the inspections, the territorial SRO were given specific instructions on taking measures to eliminate the identified deficiencies in the organization of the work of Centre for services, as well as ensuring the quality and timeliness of public services.
In order to exclude cases of violation of timescale for providing services, the Department daily monitors the processing of documents in the information systems INIS, SONO and "Monitoring the IIS CSC".
The Department pays great attention to the upgrading by the personnel whose functions include the provision of public services. Thus, review letters on the results of monitoring, explanatory letters, rules and other regulations on the provision of public services are sent to the territorial SRO on an ongoing basis. In addition, in 2022, 171 employees of the Department's structural divisions took received refresher training on topical issues, as well as issues related to responsibility, competence, ethics, anti-corruption culture, etc.
In order to control the verification of the level of knowledge, the Department conducted online testing of employees of the Centers for service of the territorial SRO in June and December of the reporting year. Also, calls are periodically made to the phone numbers of the employees of the OCC for compliance with the standards of service by phone.
Structural divisions of the Department are constantly working to raise awareness of service recipients in the provision of public services. So, on 11 July 2022, the Department has developed and approved a roadmap for the measures for the second half of 2022 on timely and high-quality informing of taxpayers on activities of the state revenue bodies of East Kazakhstan region.
As part of the implementation of the roadmap, the regional state revenue authorities have carried out work to notify taxpayers of the need to fulfill tax obligations (the upcoming deadlines for paying taxes, submitting a declaration, etc.) by sending messages to e-mail addresses, as well as SMS messages to taxpayers' phone numbers (including through the Whatsapp application).
On an ongoing basis, activities have been undertaken to to explain to taxpayers changes of social relevance in tax legislation (mobile transfers, changes in local tax rates, universal declaration, etc.), by posting materials on social media pages, the website of the Department and Akimats, printed publications, broadcasting audio/video clips through popular radio stations, public transport, shopping malls, markets, television, LD screens, State corporations, during briefings, "Open Day", "Round table", seminars, etc., (during the reporting period, the regional state revenue authorities arranged 21 press conferences at the RCS site, 186 live broadcasts on Instagram, 130 seminars with taxpayers, 64 Round tables, 81 Open Days, etc.), and is also carried out by employees of the SRO and Contact Centers when offering advice to taxpayers through the telephone (provided 20,546 consultations).
In order to identify problem areas in the activities of state revenue agencies, work is being carried out to receive feedback from taxpayers. So, on the Instagram page of the Department, on the link taplink.cc/dgd .vko questionnaires to assess the quality of public services are posted, a similar survey is implemented in the Telegram application on the link t.me/mkd_shko . In addition, an anonymous survey is conducted in the territorial SROs when checking by the Secret Consumer method in order to determine the quality of public services, as well as in public places (CSC, shopping malls, markets, etc.) in order to determine the efficiency of current methods of notification on tax and customs issues.
In general, today the state revenue authorities are tasked with creation of all conditions for taxpayers' satisfaction with the provision of public services. In this connection, the Department will take all measures to ensure the timely and high-quality provision of public services, as well as the creation of favorable conditions for taxpayers when receiving services.