CONTENT
1 Introduction 3
2 Methodology of sociological research 5
3 SECTION 1. GENERAL DESCRIPTION OF THE SITUATION
1.1. Demographic profile of the respondent
1.2. General assessment of the quality indicators of the provision of public services
13
14
4 SECTION 2. FOCUS GROUP DISCUSSIONS, VISITS TO GOVERNMENT INSTITUTIONS USING THE "SECRET BUYER" METHOD
2.1. Data analysis based on the results of research using the "Secret Buyer" method
2.2. Data analysis based on the results of research using the "Focus Group discussions", " In-depth interviews»
19
22
5 SECTION 3. ANALYSIS AND RATING OF DISTRICTS FOR ASSESSING THE QUALITY OF PUBLIC SERVICES 29
6 SECTION 4. ANALYSIS AND RATING OF STATE BODIES FOR ASSESSING THE QUALITY OF PUBLIC SERVICES 31
7 SECTION 5. ANALYSIS AND RATING OF THE QUALITY OF PUBLIC SERVICES
5.1. Overall satisfaction WITH public services
5.2. Information and communications
5.3. Accessibility and convenience
5.4. Employees
5.5. Procedure
5.6. Deadlines
5.7. Costs
33
38
42
47
51
56
60
8 SECTION 6. CORRUPTION COMPONENT IN THE PROVISION OF PUBLIC SERVICES 67
9 SECTION 7. ANALYSIS OF APPEALS AND COMPLAINTS 69
10 SECTION 8. AWARENESS OF THE ELECTRONIC FORM OF SERVICE PROVISION 71
11 Conclusion 79
12 Suggestions and recommendations 81
13 Appendix 1
Appendix 2
Appendix 3
Appendix 4
Annex 5 87
92
95
96
97
1. INTRODUCTION
Currently, the sphere of public services is undergoing a period of intensive reform aimed at changing both quantitative and qualitative characteristics. Thus, for the first time at the legislative level, the concept of "public service" was defined, registers of public services, standards and regulations for their provision were approved and expanded, the provision of public services through M & E, PSC and e-government portal was started, and a methodology for assessing the quality of public services by formal indicators was developed.
Some public services can also be obtained using a mobile application. With the rapid development of the Internet in Kazakhstan, this service will be in demand among the population.
As a result of public monitoring, information on the level of quality of public services is collected and analyzed, recommendations are developed for service providers to eliminate the facts of non-compliance with the law and proposals for improving the quality and optimization of the procedure for providing public services, administrative barriers, procedural and subjective violations that are allowed by civil servants in their provision are identified.
This monitoring helps to get an objective picture of how satisfied citizens are with the quality of services provided by public authorities. In addition, monitoring allows you to determine the level of confidence of citizens in the changes that are being carried out at the state level to improve public services.
The key mechanism is public monitoring of the quality of public services, appeal to the opinion of consumers, in order to find out the level of satisfaction of the population with the quality of public services, identify problems and find ways to optimize this area.
In the course of the sociological study, a total of 6800 respondents were interviewed in the region, including 6,300 individuals and 500 legal entities for 67 services, 80 focus groups were conducted in all settlements of the region; 70 experts were interviewed, 100 visits to state bodies, PSC using the "secret buyer" method and 50 in-depth interviews were also conducted in all administrative units of the region.
The subject of the study is to study the opinions of individuals and legal entities on the level of their satisfaction with the quality of public services and to determine the level of anti-corruption culture and intolerance to corruption.
The purpose of the monitoring is to determine the level of satisfaction of the population with the quality, availability and procedures of the procedure for the provision of public services by service providers and to determine the level of anti-corruption culture and intolerance to corruption in the Almaty region, as well as to identify problematic issues in the provision of public services
The main tasks of monitoring are:
* To determine the level of satisfaction of citizens with public services, to determine the actual values of parameters that characterize the quality, availability, procedure, timing, electronic form of provision, payment and corruption;
* Qualitative and quantitative analysis and assessment of compliance with the values of actual and normative parameters;
* Rank state bodies and regions based on the results of the analysis and evaluation of the quality parameters of public services;
* Determine the competence of the service provider's employees who directly provide public services to the population;
* Identify the main problems that arise in the provision of public services, including identifying administrative barriers;
* Determine the level of awareness of citizens on receiving the studied public services;
* Determine the level of satisfaction with the quality of public services in the context of state bodies, regions, as a percentage;
* Determine the level of public satisfaction with the quality of provision of each public service under study, in the context of local executive bodies;
* Develop recommendations for improving the process of providing public services, optimizing them, and automating business processes;
* Determination of the level of anti-corruption culture and intolerance to corruption in the Almaty region.
2. METHODOLOGY OF SOCIOLOGICAL RESEARCH
Monitoring of the quality of public services is carried out for public services provided by local executive bodies of the Almaty region in accordance with the register of public services. In the course of the sociological study, 6800 respondents were interviewed for 67 services.
Target audience: service recipients – individuals and legal entities.
The survey was conducted in all cities and districts of the region. The survey covered urban and rural populations. The survey was conducted by means of a questionnaire at the place of residence. Respondents were selected for the survey, that is, individuals, sole proprietors and legal entities who received a public service in 2019. The list of services was provided by the customer.
The survey was conducted in October-November 2020.
The questionnaire for assessing the quality of public services in paper form consisted of 29 questions and 5 parameters of the socio-demographic block. The questionnaire for assessing the quality of public services in electronic form consisted of 6 parameters of the socio-demographic block and 40 questions.
Interview duration: 25-45 minutes.
The survey was conducted in two languages (state and Russian).
Calculation method: in the study, a 5-point scale was used for the calculation, where 1 - indicates the minimum, 5 − the maximum score according to the questionnaire. Type and number of services for each state body. Below is a table showing the types and number of services for each government agency that were evaluated in the 2020 study.
Table 1. List of state organizations and public services
No. Name of services Public authority
1 Attachment to a medical organization that provides primary health care Health Management, Medical organizations (hospitals, polyclinics)
2 Make an appointment with a doctor Health Department, Medical organizations (hospitals, clinics)
3 Calling a doctor at home Health Department, Medical organizations (hospitals, polyclinics)
4 Issuing a license for pharmaceutical activities Health Department, Medical Organizations (hospitals, polyclinics)
5 Issuing a temporary disability certificate Health Department, Medical organizations (hospitals, polyclinics)
6 Calling an ambulance Health Department, Medical Organizations (hospitals, polyclinics)
7 Issuing referrals to patients for hospitalization in the hospital within the guaranteed volume of free medical care through the portal of the Bureau of Hospitalization Department of Health, Medical Organizations (hospitals, polyclinics)
8 Issuance of documents on the passage of advanced training and retraining of personnel in the healthcare industry Health Department, Medical educational institutions
9 Acceptance of documents and enrollment in educational organizations, regardless of departmental subordination, for training in general education programs of primary, basic secondary, and general secondary education of the School
10 Acceptance of documents for the transfer of children between general educational institutions of the School
11 Provision of dormitories for students in organizations of technical and vocational education Colleges
12 Acceptance of documents and enrollment of children in preschool educational organizations Kindergartens
13 Acceptance of documents for certification for the assignment (confirmation) of qualification categories to teachers and equivalent persons of educational organizations implementing programs of preschool education and training, primary, basic secondary, general secondary, technical and vocational, post-secondary education Department of Education, Akimats, Colleges, Schools, Kindergartens
14 Establishment of guardianship or guardianship over an orphan child (orphans) and a child (children) left without parental care Akimats
15 Approval of land management projects for the formation of land plots Land Relations Department, Akimats
16 Issuing a decision to change the purpose of the land plot Akimat of the region, akimats
17 Issuance of a permit for the use of a land plot for survey work Akimat of the region, akimats
18 Issuance of a final decision on the transfer of agricultural land from one type to another Land Relations Department, Akimats