Report on the Provision of Public Services for 2025

1. General Provisions

1. Information on service providers

In accordance with the Register of Public Services, public services in the city are provided by 6 independent city departments and by the offices of akims of 9 settlement and rural districts subordinate to the city akimat.

2. Information on public services

In accordance with the Register of Public Services approved by Order of the Ministry of Digital Development, Innovations and Aerospace Industry of the Republic of Kazakhstan dated January 31, 2020 No. 39/NQ, local executive bodies of the Kyzylorda city akimat provide 54 types of public services.

During 2025, a total of 48,197 public services were provided in the city, including:

• 29,115 services — through the “Electronic Government” web portal;

• 17,649 services — through the State Corporation “Government for Citizens”;

• 1,433 services — directly through the offices of independent city departments.

3. Information on the most in-demand public services

In the reporting period, the most in-demand public services were in the field of social protection of the population, as well as architecture and urban planning, namely:

under the service “Issuance and extension of permits to labor immigrants” — 15,015 public services were provided;

under the service “Processing documents to provide persons with disabilities with technical assistive (compensatory) devices” — 3,918 public services were provided;

under the service “Assignment/cancellation of an address to a real estate object” — 2,468 public services were provided.

2. Work with Service Recipients

1. Sources and places of access to information on the procedure for providing public services
In the buildings of service provider organizations, rules and regulations for the provision of public services, as well as samples of applications in the state and official languages, are placed in accessible locations.
In addition, 15 articles have been published in the mass media; 167 materials and 13 video clips have been posted on the city akimat’s internet resources and official social media pages.
Also, on the official internet resources of state bodies in the “Public Services” section, information is posted on subordinate regulatory legal acts regulating the procedure for providing public services, annual reports on the activities of the state body, results of public monitoring of the quality of public services, and the procedure for appealing the results of service provision.

2. Information on public discussions of draft subordinate regulatory legal acts
In 2024, following the results of the public discussion of the report on activities in the field of public services provision, information was posted via the link “Results of the Public Discussion”.

3. Measures to ensure transparency of the public services provision process
In order to intensify the working process between independent city departments and the State Corporation “Government for Citizens”, 8 seminars were organized.

3. Activities to improve public service delivery processes

1. Results of optimization and automation
In accordance with the Order of the Minister of Agriculture of the Republic of Kazakhstan dated October 1, 2020 No. 301 (Appendix 17), the public service “Granting rights to land plots within the boundaries of cities of republican significance, the capital, cities of regional and district significance” has been automated and is provided to citizens through the electronic portal.

2. Measures to improve staff qualifications
In order to improve the qualifications of persons responsible for providing public services, the Department for the Development of the Electronic Akimat and Monitoring of Public Services conducted 15 administrative training sessions with the participation of heads of institutions and responsible employees.

3. Regulatory and legal improvement of processes
As part of improving the qualifications of responsible persons, an additional 15 administrative training sessions and 9 seminars were conducted.

4. Quality control of public services provision

1. Information on complaints from service recipients
In 2025, no complaints regarding the quality of public services provision were received by the city akimat.

2. Results of internal control
In accordance with the internal control action plan approved by Order dated November 20, 2024 No. 64, during the reporting period an analysis was conducted in the departments of architecture and urban planning, agriculture and land relations, housing and communal services, passenger transport and highways, as well as in the offices of akims of the rural districts of Karauyltobe, Talsuat, Akzharma, and Kyzylzharma.
Based on the results of the inspections, 16 cases of violations of legislation were identified.

3. Results of external control by the authorized body
The Department of the Agency of the Republic of Kazakhstan for Civil Service Affairs in the Kyzylorda Region conducted an external analysis, the results of which revealed 387 violations, including:
in the Department of Agriculture and Land Relations — 326 (of which under the service “Adoption of a decision on changing the designated purpose of a land plot” — 318, under the service “Approval of land management projects for the formation of land plots” — 8); in the Department of Architecture and Urban Planning — 51 (under the service “Adoption of a decision on changing the designated purpose of a land plot” — 49, under the service “Issuance of a permit for carrying out a set of works for subsequent disposal (demolition) of facilities” — 1); the akim’s office of the village of Kyzylzharma — 7; the settlement of Tasboget — 2; the akim’s office of the rural district of Talsuat — 1).

4. Results of public monitoring
Within the framework of the annual public monitoring conducted on the instruction of the Agency of the Republic of Kazakhstan for Civil Service Affairs, based on a survey of 738 respondents across 12 types of public services, the level of satisfaction of residents of the Kyzylorda Region with the quality of public services provision amounted to 76.0%.

5. Prospects for increasing efficiency and satisfaction of service recipients
prevention of violations of deadlines and strict control over compliance with the requirements of legislation and regulatory legal acts when providing public services;
conducting explanatory work with responsible employees on regulatory legal acts governing the field of public services;
improving the quality and accessibility of public services;
continuous improvement of public service delivery processes;
increasing the share of public services provided through the “Electronic Government” web portal and information systems of service providers;
placement in mass media and social networks of state bodies of materials popularizing the convenience of receiving electronic public services;
ensuring improvement of qualifications of employees involved in the provision of public services;
conducting internal state control over the quality of public services provision.