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 agencies provide 42 types of public services, including 25 of tax and 17 of customs services.
38 or 90,5% of the total number of public services are automated, of these 36 services are available in the e-Government portal.
On an alternative basis, 18 services are provided through the State Corporation «Government for Citizens».
Currently, the priority area of work of the state revenue bodies is the providing public services in electronic form. For the convenience of obtaining electronic services, along with the existing information systems of the SRC, mobile applications "E-Salyq Azamat" and "e-Salyq Business" have been implemented and are functioning. Also, through interaction with second-tier banks (hereinafter - the s STBs), the possibility of submitting tax reports, paying taxes, and registering as an individual entrepreneur via mobile devices has been implemented through STB applications.
In addition, in 2025, it is planned to launch the new ISNA", which will be able to replace the functionality of 7 existing systems (INIS, TSULS, Excise, SONO, KNP, Portal, ISH). It should be noted that the launch of ISNA will provide better services, reduce the documents processing time to 1 minute, provide simultaneous access to the Taxpayer's Office for more than 250 thousand users, and speed up the withdrawal of deposit operations on client's bank accounts. Functionality in the ISNA Taxpayer's office is also optimized, that fact will improve and simplify interaction between taxpayers and state revenue authorities, for example, electronic response to a notification has been implemented, the process of rehabilitation and bankruptcy of legal entities has been automated, FLC have been maximally prescribed when filling out tax reporting forms and tax applications, QR code generation is provided on output documents for verifying its authenticity, possibility of identifying a representative in relations with state revenue bodies has been implemented to exclude the facts of transferring EDS to third parties, etc.
In turn, the state revenue authorities of East Kazakhstan region are constantly working to create positive and comfortable conditions for waiting and servicing taxpayers. So, for today, all Customer Service Centers (hereinafter - the CSC) of the territorial divisions of state revenues have been brought into line with the example of the CSC approved by the order of the Chairman of the SRC of the Ministry of Finance of the Republic of Kazakhstan dated 26.12.2023 №614. In particular, optimal conditions were created for servicing taxpayers, including for persons with disabilities, information stands have been updated, self-service terminalsgo on functioning, flexible working hour arrangements has been organized for employees of the CSC (without lunch break), and the SRO in Ust-Kamenogorsk uses "package" services for customers through an electronic queue Management system, etc.
In order to improve the quality of public services and inform taxpayers, the state revenue authorities of the region regularly conduct campaign among taxpayers by posting information in the media, the SRD website, official accounts on social networks, as well as in public places. In addition, "Open Days", meetings, seminars with taxpayers, including with newly formed individual entrepreneurs, representatives of the Atameken national chamber of entrepreneurs, the consumer rights protection society, and bloggers on the most relevant topics (changes in tax and customs legislation, final dates for fulfilling tax obligations, universal declaration, etc.). Thus in 2024, 24310 events were held, including printed publications -123, appearances on TV-1482, radio – 12831, posted on Internet resources – 7921, 45 round table meetings, 18 press conferences (briefings) were held on the site of the Regional communications service of East Kazakhstan region, 1585 seminars, 107 live broadcasts, 65 online conferences, 41 open days, 47 consultations with information and advisory points at customs posts, as well as 45 videos produced and posted on social networks.
It should be noted that within the above-mentioned activities, the Department and the territorial offices of State Revenues carried out broad-based outreach work to popularize electronic services. As a result, the share of electronic services, exept for services provided only in paper form, amounted to 99.6% in 2024 (a total of 708,609 public services were provided, 704,346 of them were provided in electronic form). At the same time, compared to 2023, the number of paper services was reduced by 25.6% or 1,463 services (4263 services were provided in 2024, 5726 - in 2023).
In turn, a decrease in amount of paper requests led to reduction of documents processed manually by employees of state revenue bodies, and as a result, violations of the established deadlines for providing services were excluded.
To enhance population satisfaction with the quality of services provided, the rubrics "Feedback", "Question to the expert", "Question of the week" have been created on social networks. In turn, the Department periodically analyzes these rubrics, followed by submission and subsequent replies to the questions asked. A similar analysis is carried out on requests received by Contact Centers and the e-Otinish platform.
In addition, advertisements with QR codes about completing surveys to assess the level of public services and the level of corruption in state revenue bodies are posted in the media, social networks, and public places in order to receive feedback from taxpayers, an analysis of the survey results is also conducted.
Along with this, the Department takes measures to introduce tax and customs literacy among young people. For these purposes, memorandums of strategic partnership were signed with the Kazakh-American Free University, S. Amanzholov East Kazakhstan University, D.Serikbayev East Kazakhstan Technical University. Within the Memorandum, meetings, seminars, scientific and practical conferences, etc. are held with students and academic staff of universities.
Also, the Department pays great attention to the issue of professional development of employees whose functions include the provision of public services. Thus, 129 employees of the structural divisions of the Department completed advanced training courses in 2024.
In turn, the Department holds control events as part of the approved plan, in order to prevent violations in providing public services, (thematic checks, as well as checks by the "Secret Consumer" method, remote monitoring of information from information systems of the SRC and etc).
In general, today the state revenue bodies are tasked with creating all conditions for taxpayers' satisfaction with the provision of public services. In this regard, the Department will take all measures to ensure the timely and high-quality provision of public services, as well as create favorable conditions for taxpayers when receiving services.
Deputy Head of the
State Revenue Department
of East - Kazakhstan region - Kabysh S.K.