In our time, cause resentment among the ordinary citizen is easy enough to pass in front of him the queue to the doctor, to linger near the terminal of the ATM, not to reward "hazard" at a time when you missed the stream... Some of the reasons for this behavior that prevent us from living in a more legal and client-oriented state are impatience and anxiety.
We are dissatisfied with the fact that the electronic queue machine broke down in the PSC, and we no longer remember the times when we jostled in tight corridors and wrote down numbers on whatever we had to.
For all developed countries that came to a convenient, thoughtful and effective state in the twentieth century, this path took many decades.
Devastated post-war Japan in the 50s, poor agricultural South Korea and not possessing any natural resources Singapore in the 60s, China getting back on its feet after several revolutions in the 80's-all these are stories of long, hard, joint work of the state and society.
Therefore, the first thing that we urgently need is to calmly and adequately treat both the advantages and disadvantages, without relying on an instant "revolutionary" approach, which should eliminate the manifestations of bureaucracy and possible inconveniences of public services right tomorrow. You need to set yourself up for a long, difficult, "evolutionary" path of consistent improvements.
The service state refers to a citizen as a customer who receives a certain service and services from him, in return for which the citizen paid taxes, duties and other fees to the budget.
Customer focus is not so much the external, surrounding aspects of the business-politeness, correctness and corporate culture, although they are also extremely important. This is primarily a desire and willingness to provide high-quality service that the client expects to receive from the state.
So, since the beginning of the year, the akimats of cities and districts of Kostanay region, together with the anti-Corruption service, have opened nineteen special project offices of "Komek alany".
In them, every citizen has the opportunity to get the necessary service in the shortest possible time for the "one-stop shop", to consult on current and interesting issues.
The offices are equipped with modern means of communication and are equipped with workplaces for representatives of various government agencies that provide services to the population, as well as offices for receiving citizens, made in the "open space"format.
By the end of the year, such offices will appear in all twenty regions of Kostanay region.
Similar work on the formation of a "service state" covers the entire territory of the country. In total, more than two hundred such service akimats have been opened in Kazakhstan.
Practice shows that really client-oriented government agencies and their managers try to do more than they are required to do.
Convenient services are like air. We don't notice them when they are comfortable, just as we don't notice clean air when we breathe it. But any problem, error, or failure in the system attracts our attention and causes righteous anger and resentment. At the same time, changing government procedures and services is a much longer and more difficult task than improving similar procedures in business or other similar areas.
What motivates local governors and civil servants to continue implementing these projects? Only the realization that the work performed for the benefit of citizens will affect the lives of thousands, and perhaps millions of people for many years, saving them hundreds, and possibly thousands of hours of precious time. At the same time, personal efficiency and willingness to work for results in their specific area leads to a real improvement in the life of each citizen in particular and the country as a whole.