CONCLUSION on the results of a general assessment of the performance of the state body for 2018

Conclusion on the results of the assessment of 2018 in the direction “Quality of public services” of Akimat of Kyzylorda region

According to the Decree of the President of the Republic of Kazakhstan dated March 19, 2010 No. 954 “On the System of the annual performance evaluation of the central state and local executive bodies of regions, the city of republican significance, the capital”, the activities of the central state and local executive bodies of regions, cities of republican significance and the capital are annually evaluated.
Assessment in the direction “Quality of public services” is carried out by the Agency of the Republic of Kazakhstan for Civil Service Affairs according to the following criteria:
- “Satisfaction of service recipients with the quality of public services”;
- “Compliance with the deadlines for the provision of public services”;
- “Ensuring the quality of public services”;
- "Internal control over the quality of public services."
At the end of 2018, the assessment of the effectiveness of the Akimat of Kyzylorda region in the direction “Quality of public services” amounted to 77.53 points.
As a result, the Akimat of Kyzylorda region took the 4th place among local executive bodies.
According to the assessment methodology, the results of 2018 according to the 4 above criteria were evaluated as follows:
1) according to the criterion “Satisfaction of service recipients with the quality of the provision of public services” - the Akimat`s score was 21 points out of a maximum of 25 (a social study to evaluate this criterion was conducted by the Sanj Research Center);
2) according to the criterion “Compliance with the deadlines for the provision of public services” - 22.48 points out of a maximum of 30;
3) according to the criterion “Ensuring the quality of the provision of public services” 24.05 points out of a maximum of 35;
4) according to the criterion "Internal control over the quality of public services", respectively, all 10 of the maximum 10.
As a result, the results of the assessment showed the average performance of the Akimat of Kyzylorda region and the assessment indicators compared to 2017 (the final score is 54.03) increased by 23.5 points or 43.5%.
As a result of the assessment, taking into account the identified problems and flaws, the Akimat was recommended:
1. In order to prevent violations of the norms of the law in the provision of public services, take measures to explain to the employees involved in the process of providing services, the provisions of the law in the provision of public services, as well as other regulatory legal documents that regulate this area (standards and regulations for the provision of public services). services).
2. In order to increase the effectiveness of the internal control system:
- take organizational and staffing measures to strengthen the work of the responsible structural unit providing control
and implementation of preventive measures to prevent violations of standards
and regulations for the provision of public services;
- to more effectively identify and prevent violations, use a risk management system in the work of the structural unit;
- in order to prevent a conflict of interest, exclude the possibility of generating reporting information on the number of services provided
and complaints received by persons directly providing public services;
to analyze the installation of IS “Monitoring” at the service providers
and subsequently ensure the entry of information on an ongoing basis
about the stage of the provision of public services in IS “Monitoring” and to ensure integration with intra-departmental information systems.
3. In order to increase public satisfaction with the quality and accessibility of procedures for the provision of public services to the heads of departments responsible for the provision of public services, on an ongoing basis to improve the skills of employees directly providing public services.