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The LEB report on public services

Report on public services rendered in local executive bodies in Karmakshinsky district for 2021

59 types of public services are provided by 22 state bodies subordinate to the office of the akim of the district. In total, 22,371 services were provided by state bodies during the reporting period.

Including:

- The number of services rendered, directly through the state body in paper form – 3002;

- The number of services rendered through the state corporation "Government for Citizens" – 4137;

- The number of services rendered through the "e-Government Portal" (e.gov.kz ) – 15,232.

Of the 59 services listed above, 31 services can be provided through the "e-Government Portal". In this regard, in order to increase the share of electronic services, the office of the akim of the district on February 10, 2021 approved a "Schedule for increasing the share of public services provided through the "e-Government Portal" in the district and, in accordance with the schedule, it is planned to increase the share of public services provided electronically to 70%.

During the reporting period, the share of services provided by local executive bodies in electronic form amounted to 80.5%.

During the year, local executive bodies providing public services in the district issued 438 motivated refusals, violations of deadlines and complaints about the quality of services during the provision of services were not revealed.

On October 30, 2020, the district akim's office approved an action plan for internal control over the quality of public services for 2021. According to the plan, in 2021 it is planned to cover 15 institutions with internal control. The plan is fully implemented.

In total, following the results of 12 months of 2021, internal quality control of 12 public services was carried out in 15 institutions, 915 shortcomings were identified and 60 recommendations were issued to eliminate them. Disciplinary punishment was imposed on 3 responsible specialists.

In addition, according to the results of the audit, 49 recommendations were made on improving the quality of services, preventing violations of the requirements of regulatory legal acts during the provision of services, strict control over the completeness of documents provided for by the rules of activity, refusal to consider an application within the prescribed time in case of non-compliance with the requirements of the rules.

The quality of public services directly depends on the qualifications of responsible specialists in this institution. At the same time, on January 22, 2021, a schedule for providing practical assistance for 2021 was approved, according to the schedule, it is planned to cover specialists from 14 institutions. In the reporting period, practical assistance was provided to 14 of these institutions, and 8 unscheduled institutions were additionally covered. 64 specialists of these institutions were consulted on working with information systems and the requirements of the rules of state services.

In particular, the procedure for working with the information system "State database "E-license" is explained in detail. In addition, according to the appeals received since the beginning of the year, the packages of documents were analyzed and brought into compliance with the requirements of the rules.

One of the mechanisms for increasing the share of electronic services is informing the population and training in ways to obtain electronic services.

In this regard, in order to explain to the residents of the district how to receive public services through the "e-Government Portal", a media plan has been approved, 20 articles are planned to be published during the year. According to the plan, 20 explanatory materials were published in the local newspapers "El Tilegi", "Bayterek" and "Karmakshy tany".

There is a room of the "Service Akimat" in the building of the district Department of Construction, Architecture and Urban Planning. The service akimat employs specialists from 6 district departments providing public services under the akimat of the district. In the service akimat there is an opportunity to get the services and certificates necessary for the population of the district in one place, without wasting time in each institution. Since the beginning of the year, services have been provided to 801 citizens, consultations have been provided to 1,495 citizens.

In addition, in order to increase the accessibility of residents of the district to receive electronic services, 20 "Self-service Corners" have been opened in the buildings of local executive bodies. Since the beginning of the year, services have been provided to 3107 citizens.

In accordance with the "Action Plan for Ensuring the Quality and Accessibility of Public Services", on September 10, 2021, the Chairman of the Agency for Civil Service Affairs organized an online public services fair on the official Facebook page on November 2 and 16, 2021. district akimat. During the event, experts answered 5 questions asked by residents of the district.

Report on public services provided by local executive bodies of the Karmakshy region in 2020

According to the results of 2020, the total number of public services provided by state bodies subordinate to the akimat of the district is 82, and the number of institutions providing public services is 94.

For reference: (7 district departments, 2 village akim's offices, 12 rural district akim's offices, 29 schools, 1 school house, 1 music school, 1 children's and youth sports school, 2 Employment centers, 39 (including 15 private kindergartens) preschool educational organizations).

In total, 25,702 services were provided by local executive bodies during the corresponding period.

Of these, 5,502 services were provided in paper form through the state body (accounting for 21.4% of all services provided), 6,061 services were provided through the state corporation "Government for Citizens" (accounting for 23.6% of all services provided), and 14,139 requests were made through the e – government portal (accounting for 55.0% of all services provided).

According to the results of 2020, the facts of violations of deadlines in the provision of public services were not revealed.

In 2020, the Department for the Development of the electronic akimat and Monitoring of Public Services of the district akim's office (hereinafter referred to as the department) conducted internal control over the quality of the provision of 14 different public services in 11 state institutions (3 offices of the rural district akim, 3 schools, 5 district departments).

In the course of internal control, 1,410 documents were reviewed and 28 shortcomings were identified. 47 recommendations were made to eliminate the existing shortcomings, and the executive discipline of 1 specialist (reprimand) was considered.

In the course of internal control when accepting an application for the state service "Providing free and reduced-price meals to certain categories of students and pupils in general education schools" at school No. 185, 6 facts of providing services with an incomplete package of documents were revealed, and a disciplinary measure was established in the form of a "reprimand" to the deputy for educational work of this school, G. Nurkhanova

The Department for the development of the electronic akimat and monitoring of public services of the district akim's office has provided practical assistance to 38 institutions this year. On the official page of the district akimat in the social network "Facebook" there are 3 videos and 5 infographics about the procedure and methods of obtaining electronic public services.

In accordance with the "Schedule of practical assistance to institutions providing public services for 2020 by the Department for the development of electronic akimat and monitoring of public services of the district Akim's office", approved by the acting head of the district Akim's office Zh. Kalymbetov on January 10, 2020, from January 23 to 28, 2020 in the rural districts of Daulykol, Akzhar, Aktobe, III International and in schools №29, №28, №109, №108 analytical work was carried out on 8 services. Also, 1 service in kindergartens "Kazgaldak", "Salima - ana", "Shattyk", "Perizat", "Dostyk", "Badi-nur" conducted a conversation with responsible specialists on the basis of questions and answers.

In August and September 2020, practical assistance was provided to 4 offices of akims of rural districts, 8 educational organizations, 10 organizations of preschool education, 6 district departments.

In 2020, 18 "open days", 1 seminar-meeting, 1 public services fair were organized in Karmakshi district in order to increase awareness and accessibility of public services to the population of the district.

In February 2020, in the district House of Culture named after Sh. Tulepova hosted a fair of public services, organized by the regional department of digital technologies and the akimat of the district. 7 district departments took part in the fair. The employees of the state corporation also conducted explanatory work on the provision of services by industry, provided consulting work and answered questions from the public. In addition, 138 people received information and consulting services, and 24 people received an electronic digital signature. A total of 183 residents of the village center took part in the event.

In addition, in 2020, 26 articles were published in the district print media in accordance with the media plan to cover explanatory articles on public services to the population of the district.

Report on public services provided by local executive bodies of the Karmakshy region in 2019

At the end of 2019, the total number of public services provided by state bodies under the district akimat is 99, and the number of institutions providing public services is 106.

For reference: (8 district departments, 14 akim's offices of settlement and rural districts, 29 schools, 1 evening school, 2 mini-centers, 1 school house, 1 music school, 1 children's and youth sports school, 1 sports club, 2 employment centers , veterinary departments in 14 settlements and 32 (including 8 private) organizations of preschool education).

In total, 49,299 services were rendered by local executive bodies for the corresponding period.

Of these, through state bodies in paper form - 27,116 services ( 55.0% of all services provided ), through the state corporation "Government for Citizens" - 11,284 services ( 22.8% of all services provided ), through the electronic portal government - 10,899 requests ( 22.2% of all services provided ).

At the end of 2019, no facts of violations of the timing of the provision of public services were revealed.

In 2019, the department for the development of the electronic akimat and monitoring of public services of the district akim's apparatus carried out internal control over the quality of 32 types of public services in 70 state institutions ( 10 akim's offices of villages and rural districts, 20 preschool educational organizations, 24 schools, 5 district departments, 2 an employment center and 10 branches of a veterinary station ).

During the event, 22410 documents were considered and 574 violations were revealed. 181 recommendations were given to eliminate the existing violations. The performance discipline of 22 specialists was also considered (19 - remark, 3-reprimand).

In order to improve the qualifications and quality of service for specialists responsible for the provision of services in public institutions of the district, in the period from 14 to 25 January 2019, a seminar was organized in an information and consultation form on the issues of amendments and additions to the standards, regulations on 21 public services provided in 51 institutions.

On May 17, 2019, in the assembly hall of school No. 30 located in the district center, a seminar-meeting was held on the procedure for processing documents and admitting children for public services in educational organizations. The meeting was attended by responsible specialists of the akims of village and rural districts, methodologists and nurses of preschool organizations and heads of institutions, deputy heads of educational organizations, social teachers, heads of primary classes, specialists in the field of veterinary medicine.

On August 27, 2019, in the assembly hall of school No. 183, a seminar-meeting was organized to explain the ways of providing services in educational organizations through the information system "Mektep Smart Nation". During the meeting, using a computer connected to the Internet, the parents' applications for two services were accepted on the spot. Also, almost step by step, the methods of working with the information system were explained. The seminar was attended by social teachers from 29 schools of the district, responsible deputy directors of schools for the provision of public services, parents and responsible specialists of the district education department.

In 2019, in Karmakshy district, in order to increase awareness and accessibility of public services to the population of the district, 16 "Open Doors Days", 3 seminars and a fair of public services were organized in the rural districts of Karmakshy, III - International and Kuandaria.

On November 28, 2019, at the Sh. Tulepova House of Culture, a “meet up” meeting was organized under the title “Quality service - quality life” between service recipients and state bodies providing the service and “Day of electronic services” organized by the regional department of digital technologies and the district akimat.

During the event, employees of 8 district departments and the State Corporation, in order to widely promote the availability and convenience of receiving electronic services, form trust relationships between service recipients and service providers for the provision of services, provide the population with an electronic digital signature, and held consultations and answered questions of interest to residents of the district. In addition, 98 residents of the district received informational consultations on the provision of public services. 19 people received an electronic digital signature. The event was attended by 193 residents of the district. On the part of the district akimat and district departments, explanations were given about the role of the "Electronic Government" web portal in modern society, the convenience of receiving electronic services and agitation and propaganda events in this area.

In addition, in 2019, 20 articles were published in local newspapers in accordance with the media plan to publish explanatory articles on public services for the population of the district.

Report on the support GOVERNMENTAL public services in local executive bodies of Karmakshy th district in 201 8 year

1. General Provisions
1.1 Service Provider Information
Communal state institution "Karmakshy district department of employment, social programs and registration of acts of civil status" Communal state institution "Karmakshy district education department" Communal State Institution "Karmakshy District Department of Agriculture" Communal state institution "Karmakshy regional department of land relations" Communal State Institution "Karmakshy District Department of Architecture and Urban Planning" Communal state institution "Karmakshy district department of housing and communal services, passenger transport and highways" Communal state institution "Karmakshy regional department of veterinary medicine" Communal state institution "Karmakshy district department of physical culture and sports" Devices of akims of settlement and rural districts
1.2 Information about government services
Number of government services	According to the register of public services in 2018, local executive bodies of the district provided 105 types of public services. The total number of public services provided for the reporting period amounted to 66,200.
The number of public services provided through the state corporation "Government for Citizens"	53 types of public services were provided through the state corporation "Government for Citizens". During the year, 15473 applications were received through the state corporation and timely executed.
The number of public services provided on a free and (or) paid basis	The number of public services provided free of charge - 100. The number of public services provided on a paid basis - 5.
The number of public services provided in paper and (or) electronic form	Directly by state authorities on paper-24 services. In electronic form - 81 services.
Number of approved standards and regulations for public services	In 2018, the number of public service standards - 90, regulations - 84.
2. Working with service recipients
Information about sources and places of access to information on the procedure for the provision of public services	Information about the sources and places of access to information on the procedure for the provision of public services is posted on the official Internet resource ( www.karmakshy.gov.kz ), along with this, information stands with standards in the state and Russian are installed in the buildings of local executive bodies providing public services languages.
Information on public discussions of draft public service standards	-
An event aimed at ensuring the transparency of the process of providing public services (explanatory work, seminars, meetings, interviews, etc.)	In order to increase the accessibility of public services and the awareness of the population, 12 information and consulting materials were published in the regional newspapers "Karmashy Tagy", "Baiterek-Baikonur" and "El Tilegi".
3. Activities to improve the processes of providing public services
Results of optimization and automation of public service delivery processes	-
An event aimed at improving the qualifications of employees on the provision of public services	In 2018, 15 specialists responsible for the provision of public services took advanced training courses at the regional center for retraining and advanced training of civil servants. In addition, 2 employees of the department for the development of the electronic akimat and monitoring of public services of the district akim's apparatus underwent training in the department of the Agency of the Republic of Kazakhstan for Civil Service Affairs and Anti-Corruption in the Kyzylorda region.
Regulatory and legal improvement of the processes of rendering public services	-
4. Control over the quality of the provision of public services
Information about complaints of service recipients regarding the provision of public services (annex)	In 2018, there were no complaints about the quality of the provision of public services from service recipients.
Results of internal control over the quality of public services	In accordance with the requirement to comply with the Law "On Public Services" in 2018, the approved plan was organized 4 events for internal control. The audit covered 14 local executive bodies and 26 subordinate organizations for 26 types of public services. According to the results of the inspection, 359 violations were revealed. 9 responsible specialists and 3 heads of the institution, who committed violations, were disciplined. 115 recommendations were made to remedy the existing violation.
Results of control over the quality of the provision of public services carried out by the authorized body for the assessment and control over the quality of the provision of public services	In 2018, the department of the Agency of the Republic of Kazakhstan for Civil Service and Anti-Corruption Affairs in the Kyzylorda region checked 1 district department. In particular, the district department of construction, architecture and urban planning. According to the results of the audit, 3 responsible specialists and the head of the department of the department for violation of the requirements of the standard and regulations, a disciplinary measure "Severe reprimand" was established. Also, the branch deputy akim of the district was imposed a disciplinary penalty "Note".
Results of public monitoring of the quality of public service delivery	In 2018, public monitoring was carried out by the research center SANGE LLP. According to the results of public monitoring, the satisfaction of residents of the Kyzylorda region for the provision of public services showed a level of 75.1 percent.
5. Prospects for further efficiency and increased satisfaction of service recipients with the quality of public services.
In order to increase the availability of public services and ensure the execution of documents in accordance with the requirements of the standard and regulations, during 2018, joint seminars-meetings were organized in 32 institutions with the participation of employees of the akims of the village and rural districts, district departments, educational organizations, preschool organizations, state corporations and akim's apparatus of the region, in which 2300 people took part.