The Law" On Public Services " establishes that one of its principles is the continuous improvement of the processes of providing public services.
Local and central State bodies are endowed with such competencies.
It follows that the state policy is aimed at improving the quality and accessibility of public services.
Comparing how it was "before" and has become now, there are cardinal transformations in this area.
For the period from 2007 to 2021, the number of public services included in the Register of Public Services increased 5-fold (from 132 to 698). This made it possible to improve the quality of services by regulating the business processes of their provision.
Over the past year alone, residents of Kostanay region can receive 11 more services than last year (in February 2020-363 services, in January 2021-374 services).
For example, the Registry of public services complemented by services such as "Issuing directions to the entrepreneurship training project "Bastau Business", "the paperwork for the provision of services of a qualified sign language for deaf people or sixty hours a year, preparation of documents for the provision of technical auxiliary (compensatory) means" and others.
It follows that a number of functions of state bodies are regulated in detail, which reduces the risks of violating the rights and legitimate interests of citizens when they receive material benefits.
Of the 374 services in the region, 90% of the services or 338 are translated into electronic format and provide for their provision through the portal (in the republic, only 698 services, of which 649 or 93% are translated into electronic format).
For example, by connecting all 197 offices of rural districts, villages, and settlements to e-licensing, the procedure for acquiring rights to land plots that do not require bidding or auctions is fully automated. This allowed 350 service recipients to issue land plots without leaving their homes.
In general, 91% of public services or 8.7 million were rendered electronically last year, which is 9% more than last year (in 2019 – 82%, in 2020-91%).
Automation of public services has had a positive impact on the quality of their provision, reducing violations in local executive bodies by 9 times.
With this in mind, the Department of the Agency of the Republic of Kazakhstan for Civil Service Affairs in the Kostanay region is analyzing the remaining 36 services for automation.
For example, it is proposed to automate the issuance of housing certificates.
The initiative is due to the fact that the citizens to cover the down payment on a mortgage loan documents may be obtained independently from government agencies information systems (identity document, proof of income for the last 6 months, proof of employment, proof of STB approval of the mortgage loan).
The decision to approve the issuance of the certificate could be sent by officials to the personal account of the service recipient.
This will not only simplify the workflow of the Agency, but also reduce material costs of a citizen in connection with the collection of documents (transportation costs for delivery of documents and collect their copies).
In general, compared to last year, the number of services rendered in paper form was reduced by 2 times (in 2019 – 1.2 million, in 2020-632 thousand).
This indicates that the population of Kostanay region has learned to receive public services without leaving home.
In addition, modern services have allowed you to free yourself from collecting all sorts of references.
A vivid proof of this is the project - "Third-party service", in which employees of the quasi-public sector, second-tier banks receive certificates independently, without burdening them with the collection of the population.
Without stopping there, the analysis of regulatory legal acts regulating the process of providing public services is carried out for possible optimization, combining several functions into one composite one.
Thus, most of the Registry services do not cover the entire life cycle of interaction between a citizen and the state, which does not allow him to get the final result.
In this regard, the Department makes proposals for the provision of public services from the principle of "one window" to the principle of"one application".
For example, to register a new real estate object, a citizen is forced to visit a State Corporation several times: first, to mark on the act of acceptance of the object for operation about entering into the legal cadastre system, then for the technical passport and only then for their state registration.
It should be noted that a number of our proposals find a response.
For example, it was proposed to optimize the payment for issuing certificates from drug treatment, neuropsychiatric, and tuberculosis organizations.
As a result, the specified list of certificates today the population receives free of charge, whereas previously their cost reached 2 thousand tenge.
These and other initiatives are aimed at improving the quality and accessibility of public services.
Gulnar Shagirova, Head of the Department of Public Services of the Department of the Agency of the Republic of Kazakhstan for Civil Service Affairs in Kostanay region