In 2021, the Agency for Civil Service Affairs organized public monitoring of the quality of public services.
The survey was conducted by the private foundation "ZOR RUKH Charitable Foundation".
The purpose of public monitoring is to determine the level of satisfaction of service recipients with the quality, accessibility and procedure for the provision of public services, as well as to identify problematic issues in their provision based on the proposals of service recipients on the quality and availability of services provided by all state bodies and the State Corporation "Government for Citizens".
The main research methods include quantitative (mass survey) and qualitative (in-depth interview, "mystery shopper", focus group interview). The study was conducted according to the following main criteria for assessing the quality of public services, such as access (to the building and services of the service provider, convenience and comfort when receiving services), information (complete information about the procedure for providing services), employees (work of staff and virtual consultants), procedure, deadlines and waiting time, costs, feedback (procedure and result of appeal).
Among local executive bodies, the first place is taken by the Kyzylorda region (4.9 out of 5 possible points, the level of satisfaction is 81.3%).
Results of public monitoring of the assessment of the quality of public services for 2021