Providing public services is a strategic priority for the state bodies, serving as the primary touchpoint through which taxpayer trust in the state revenue authorities is established. Consequently, the key features of effective service delivery is a commitment to strict legislative compliance coupled with customer-centric approach.
Currently, the state revenue authorities provide a total of 41 public services (comprising 24 tax-related and 17 customs-related services). Of these processes is nearly 95% or 39 services fully automated and accessible in electronic format. 34 services are available directly via the e-Government Portal. 17 types of services can be accessed through the "Government for Citizens" State Corporation.
The State Revenue Committee is constantly working to automate the process of providing public services, simplify the procedure for providing public services, reduce the list of necessary documents and deadlines for providing public services in order to increase public satisfaction with the services of state revenue authorities and ensure high-quality providing public services.
So, today, services are provided depending on a taxpayer's own choice through the following information systems:
- Taxpayer's office
- the Committee's portal kgd.gov.kz - the Committee's open API services
- e-government portal eGov.kz
- portal "eLicense.kz "
- mobile applications eGov mobile, e-Salyq Azamat, e-Salyq Business, Kaspi, Halyk bank, Bank Centre Credit, Home Credit Bank and others.
It should be noted that in 2025, the new ITAS information system, the Integrated Tax Administration System, was fully launched, replacing the functionality of the Committee's 7 systems (INIS, CUPA, Excise, SONO, TPA, Portal, IB). With ITAS introduction, the processing time of documents has been reduced, the processes of revoking orders to suspend payment transactions on bank accounts have been accelerated, the fulfillment of tax obligations by taxpayers has been simplified, and interaction between taxpayers and state revenue authorities has been improved.
This year, a new Tax Code has come into force, aimed at transitioning toward a service-oriented model for taxpayers, digitalization of government-to-business interactions, simplification of tax obligations, and provision of targeted support for small and micro-businesses. Additionally, the reform reduces reporting requirements and simplifies existing tax regimes.
Thus, the volume of tax reporting has been reduced by 30% (with only 28 tax forms currently in force out of the previous 39 TRF), tax incentives have been optimized, while the procedures for tax debt collection and granting of payment deferrals or installments have been simplified. The number of Special Tax Regimes has been consolidated from seven down to three: for self-employed, based on simplified declaration, for peasant or farm enterprises. The social tax deduction for persons with disabilities has been substantially increased from 882 MCI to 5,000 MCI that is a significant benefit for socially vulnerable groups of population.
Significant changes have impacted all key areas, ranging from corporate and individual income taxes to investment incentives and the redistribution of the tax burden.
Reflecting a shift toward a service-oriented administration and increased taxpayer accountability, the formal services for the "Revocation of Tax Reporting" and the "Extension of Tax Reporting" have been abolished. In their place, a new protocol has been established: if a taxpayer fails to file tax reporting
within the established deadline, the state revenue authorities' system will automatically generate a "zero" report.
However, this automatic generation is conditional and will only occur if the taxpayer has proactively specified the required tax reporting forms within their dossier in the Taxpayer’s Personal Account (TPA ITAS).
Introduction this rule made it possible to optimize bureaucratic processes by eliminating the need for notifications regarding unfiled tax reports and the subsequent orders to suspend bank account operations. Furthermore, it removes the grounds for administrative liability under Article 272 of the Code of the Republic of Kazakhstan "On Administrative Offenses" for micro and small businesses, reducing the burden of punitive measures on the business sector.
In turn, the state revenue authorities of EKR are continuously working to create a favorable and accessible environment for taxpayer services. Thus, all Customer Service Centers within the territorial departments have been aligned with the CSC Portrait standards, approved by Order No. 614 of the Chairman of the SRC MF RK, dated December 26, 2023. So, optimal conditions have been established for all taxpayers, including ensuring full access for persons with disabilities, information stands have been modernized, and self-service terminals remain fully operational, rotating shifts schedule has been implemented for CSC staff, ensuring uninterrupted service throughout the day (no lunch break). The reception is carried out service package approach managed through an Electronic Queue Management System (EQMS) in the SRO for Ust-Kamenogorsk city, a specialized Service Group of territorial SROs has been established to provide both official state services and targeted information-explanatory support to specific categories of taxpayers. (persons with group I or group II disabilities, with chronic illnesses, elderly citizens aged eighty years and older, individuals living in isolated settlements lacking reliable internet connectivity), which makes field visits to the taxpayer's place of residence according to the approved schedule of field visits on "Tuesday" and "Thursday".
To enhance the quality of public services and ensure taxpayers remain well-informed, the regional state revenue authorities regularly conduct extensive outreach initiatives. Information is disseminated through the media, the official SRD website, social media accounts, and displays in public spaces.
Furthermore, "Open Days," meetings are hosted, and seminars with taxpayers, including newly registered individual entrepreneurs are held in collaboration with the Atameken NCE, the Consumer Rights Protection Society, and digital influencers with high-priority topics such as (recent amendments to tax and customs legislation, deadlines for tax obligations, implementation of the Universal Declaration).
Thus, 27315 events were held, including 125 publications in print media, 329 TV appearances, 18888 radio appearances, 6873 materials posted on Internet resources, 743 round tables and seminars, 30 press conferences (briefings) at the site of the Regional Communications Service of East Kazakhstan Region, 104 live broadcasts on Instagram, 41 Open days, 90 consultations by information and advisory points at customs posts, 92 videos produced and posted on social networks in 2025.
Also, 14264 consultations were provided, including written requests received via е-Otinish - 121, verbally via WhatsApp messenger - 2330, via Telegram chat and Instagram – 676, via a Single call center 1414 – 11137.
Currently, due to the transition to the new Tax Code, the Ust-Kamenogorsk Office of State Revenues for for Ust-Kamenogorsk city operates offline 3 times a week (Monday, Wednesday, Friday) from 10 am to 1 pm. professional accountants, as well as experienced management staff to provide free advice as part of the "People's Accountant" campaign.
Measures are also taken to introduce tax and customs literacy among young people. To this end, 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 the Memorandum, meetings, seminars, scientific and practical conferences, etc. are held with students and teaching staff of universities.
In addition, the state revenue authorities pay great attention to the issue of professional development of employees. 126 employees providing public services completed advanced training courses in 2025.
Along with this, the Department and the territorial SROs are constantly conducting large-scale educational work on popularizing the electronic services of the Committee. As a result, the share of electronic services, except for services provided only in paper form, amounted to 99.7% in 2025 (557,909 public services were provided in total, 554933 of them in electronic form). At the same time, the number of paper services was reduced by 30% or 1,287 services compared to 2024 (2,976 services were provided in 2025 and 4,263 in 2024).
Consequently, reducing physical paperwork has significantly decreased the volume of documents requiring manual processing by state revenue employees. It has successfully eliminated delays, ensuring that all services are now delivered within established deadlines.
Furthermore, to ensure ongoing compliance and prevent service irregularities, the Department is continuously conducting oversight activities in accordance with its approved monitoring plan (thematic audits of providing public services, " Secret Consumer evaluations, and real-time remote monitoring from the State SRC information systems.
In summary, the state revenue authorities are currently tasked with ensuring that all necessary conditions are in place to achieve the highest level of taxpayer satisfaction. To this end, the Department is committed to implementing all necessary measures to guarantee the timely, high-quality delivery of public services, while fostering a seamless and supportive environment for taxpayers when receiving services.