Today’s Government meeting chaired by the Prime Minister of the Republic of Kazakhstan Bakytzhan Sagintayev focused on the issue of the development of “e-government” and the provision of public services.

In the Address to the People of Kazakhstan “Growing Welfare of Kazakh Citizens: Increase in Income and Quality of Life”, the Head of State commissioned to digitalize 90% of all public services by 2020.

To date, the Register of public services consists of 741 items. As the Minister of Information and Communication D. Abayev reported, only 454 or 61% are available in digital form. At the same time, 165 public services are available exclusively in digital form. Among them, almost half are licenses and permits, as well as business subsidization services. This was done to eliminate administrative barriers to business. Over the past year, 64 new public services have been digitalized.

The main tool for the provision of electronic public services is the e-government portal. Currently, more than 8.5 million users are registered on e-GOV. In 2018, 30 million public services were provided. 588 public services in need of optimization were identified. It was mandatory to consider the possibility of their digitalization, shortening the issuance period, the list of documents, the possibility of rendering in composite or proactive form, eliminating redundant procedures and approvals. Following the results of the work, 141 public services are planned to be digitalized, and for 447 public services, measures are being taken to reduce the time and documents required from citizens.

For example, it is planned to digitalize the issuance of the so-called "sick-list". In addition to convenience, this contributes to the formation of an electronic database on the health of the nation. It is planned that Big Data technologies will allow for more effective implementation of health and pharmacology policies. In addition, the two public services “Child transfer to foster care” and “Assignment of cash payments to foster carers” were combined.

According to the Ministry of Information and Communication, it is impossible to achieve 100% automation of public services. Since there are services that require the mandatory presence and participation of a specialist, for example: examination and provision of medical and pedagogical advice to children with disabilities. For such services, the possibility of maximum optimization of processes and terms will be worked out.

In total, as part of recommendations of the Interdepartmental Commission under the Government, 486 road maps have been approved so far. By the end of 2018, 76 public services were optimized.

Following the results of 2018, the following procedures were simplified:

First, the filing of an electronic application for obtaining a driver's license and registration of a vehicle has been implemented. Since the launch, these services have been used more than 23 thousand times. Previously, the registration of transport took 6 hours, now - 2 hours. Registration for the sale of transport takes only 20 minutes. No need to submit documents on paper. The possibility of delivering finished documents and a license plate to a house has been implemented through Kazpost. In addition, citizens are given the opportunity to choose any of the state numbers already manufactured.

Second, the ability to check the availability of administrative fines on a single resource is implemented.

Thirdly, it is planned to continue work on the provision of public services in a proactive mode. Specifically – services for the confirmation of disability, the appointment of benefits and social benefits, the provision of prosthetic and orthopedic care, and so on. This will allow comprehensively providing the listed social services without the need for people with disabilities to visit the PSC or service providers.

With regards to the development of the mobile e-government application mGov, it is noted that today only 87 services are available through mGov. There are 1.3 million users of the application. In 2018, 3.6 million services were provided through mGov.

As part of the improvement of the regulatory framework, a bill was drafted providing for more than 500 amendments to 43 Acts and 10 Codes aimed at optimizing 121 public services. Among them: optimization of marriage registration services (will reduce the period of registration of marriage from 1 month to 3 working days), automatic return of amounts overpaid by taxpayers, cancellation of over 3.5 thousand standards and regulations for regulating the provision of public services, introduction of the concept of a “pilot project”. As a result of the measures taken, in 2019, 80% will be automated, and in 2020 - 90% of public services. The number of documents submitted in paper form will be reduced by 110 million.

Recall, following a study of the level of development of e-government conducted by the UN, in 2018 Kazakhstan took the 39th place in the group with a high level of development. At the same time, by the level of maturity, the Kazakhstani electronic government is at the e-GOV 2.0 stage. Currently, within the framework of the state program “Digital Kazakhstan”, work is underway to move to the e-GOV 3.0 stage, mastered by such countries as South Korea, Australia, Singapore, the United Kingdom, Denmark and Sweden. It should be noted that the e-GOV 3.0 stage is characterized by the introduction of such elements as “Artificial Intelligence”, “Proactive Services”, “Digitized Vital Moments”, “Internet of Things” and others. In Kazakhstan, according to the Information Ministry, a full transition to the e-GOV 3.0 stage is planned by 2021.

Chairman of the Board of the NJSC “State Corporation “Government for Citizens” A. Ospanov reported that out of 741 services contained in the Register of public services, 598 services are available through the State Corporation. 325 front-offices, 16 specialized PSC with 6 sectors in Kazakhstan, including 4 sectors in Almaty and 2 sectors in the Turkestan region, 70 mobile PSCs and 1656 branches of Kazpost JSC take part in their rendering. At the same time, in the framework of increasing the level of use of services by citizens in digital form, a full-scale transformation of the existing front offices is being carried out with the introduction of the 60/40 principle, instead of the previously adopted 20/80, where 80% of jobs were occupied by employees engaged in the process of receiving applications from citizens. In addition, to simplify the process of obtaining public services, a new mechanism for confirming the identity of service recipients was launched. Now citizens can get services using face recognition or fingerprint, thereby eliminating the need to use EDS or presenting an identity card.

During the meeting, the Akims of Akmola region M. Murzalin, East Kazakhstan region - D. Akhmetov, Kostanay region - A. Mukhambetov, Akims of Astana city B. Sultanov, Almaty - B. Baibek made speeches on improving the quality of public services provided

Following the consideration of the issue, Prime Minister B. Sagintayev instructed to improve the quality of the work being done. It is noted that only 4639 vehicles passed online registration, only 18 thousand people received a driver's license. Considering the usefulness of these services for the population, it is indicated that the reason for the low rates is poor outreach work. B. Sagintayev instructed to provide explanatory work on the digitalization of the public services sector, as well as to provide the population with the necessary digital skills on a regular basis.

Along with this, it is necessary to improve the work on the provision of public services in digital form. In particular, to increase the number of government services available in the mGov mobile application, using a one-time password without an EDS, on the basis of a single application, and also ensure timely adoption of the necessary legislative changes. It is important for the people. In this regard, it was entrusted to designate target indicators within the project office with specific deadlines for converting public services to digital format.

B. Sagintayev noted that issues of development of public services are under special control of the Head of State and are included in the State Program "Digital Kazakhstan". Every year the Government reports to the President of the Republic of Kazakhstan. It is also necessary to prepare a report on the work done in the previous year. The Ministry of Information and Communication, together with concerned government agencies and the State Corporation, are instructed to draw up within a month a list of public services to be converted into digital form in the current year. All central and local government agencies are instructed to take measures for the timely implementation of this list, to develop appropriate road maps, to ensure effective interagency cooperation, and system integration.

In addition, the Ministry of Information and Communication and the State Corporation need to form an effective system for monitoring and analyzing the processes of rendering public services.

Published: 15 January 2019



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