The results of the assessment of the Akimat of Kyzylorda region for 2019 in the direction of "Quality of the provision of public services"

At the end of 2019, the Agency for Civil Service Affairs of the Republic of Kazakhstan conducted an operational assessment of the effectiveness of the local executive bodies of the Kyzylodinsky region in the direction of "Quality of the provision of public services" of the methodology "Interaction of the state body with individuals and legal entities" (hereinafter - the Methodology).
The operational assessment of the quality of the provision of public services was carried out according to the criteria "Satisfaction of service recipients with the quality of public services" and "Quality assurance of public services".
The criterion "Satisfaction of service recipients with the quality of the provision of public services" was assessed according to the indicators "The level of satisfaction with the quality of the provision of public services" and "Appeal against the quality of the provision of public services".
The assessment of this criterion was 39.22 points (out of 40 possible).
Separately by indicators:
- "The level of satisfaction with the quality of the provision of public services" - 20 points (out of 20 possible).
- "Appealing the quality of the provision of public services" - 39.22 points (out of 40 possible)
The criterion "Ensuring the quality of the provision of public services" was assessed according to the indicators "Compliance with the terms of the provision of public services", "Unjustified refusals to provide public services", "Provision of public services with an incomplete package of documents" and "Request for documents not provided for by the standard of public services".
The assessment of this criterion was 7.23 points (out of 60 possible).
Separately by indicators:
- "Compliance with the deadlines for the provision of public services" - 0 points (out of 30 possible);
- "Unreasonable refusals to provide public services" - 7.23 points (out of 10 possible);
- "Provision of public services with an incomplete package of documents" - 0 points (out of 10 possible);
- "Request for documents not provided for by the standard of public service" - 0 points (out of 10 possible).
At the same time, in accordance with clause 20 of the Methodology, 5 penalty points were deducted from the final assessment in the direction.
As a result, the result of the operational assessment of the efficiency of the Akimat of Kyzylorda region in the direction of "Quality of provision of public services" of the block "Interaction of the state body with individuals and legal entities" was 41.45 points (out of 100 possible), that is, decreased by 36.08 points in comparison with 2018 (the estimate for 2018 was 77.58 points).