The public monitoring on quality of public service delivery revealed a slight increase (0.3 percent) in the population’s satisfaction with public service delivery in 2020 (75.1 percent) compared to 2019 (74.8 percent).

Public monitoring aims to assess the level of satisfaction of service recipients with the quality, accessibility, and procedure for the public services delivery. It is also important to identify gaps in delivery processes based on the opinions, interests, suggestions, and preferences of service recipients related to the quality and availability of services provided by all government bodies and the State Corporation "Government for Citizens".

The survey methodology is based on quantitative (mass survey) and qualitative (in-depth interviews, mystery shoppers, focus group interviews) methods. In 2020, a total of 9,211 respondents (7,920 individuals, 1,116 legal entities, 145 entrepreneurs, and 30 experts) from 260 localities across the country, as well as residents of other countries, participated in the survey and expressed their opinion regarding 70 public services.

The survey results identified that the Ministry of National Economy is a leader among the central government agencies with 4.87 points rating (88.1 percent satisfaction level). The Ministry of Defense (4.86 points / 88.7 percent) and the Agency for Civil Service Affairs (4.86 points / 85 percent) are rated at the second and the third respectively.

The lowest rated agencies are the Ministry of Digital Development, Innovation and Aerospace Industry (4.59 points / 72.1 percent); Ministry of Information and Social Development (4.53 points / 72.6 percent); Ministry of Industry and Infrastructural Development (4.49 points / 70.6 percent).

Among local executive bodies, the Akmola region takes first place (4.73 points / 80.3 percent).

The second and third places are shared by Pavlodar (4.71 points / 78.4 percent) and East Kazakhstan (4.68 points / 77.2 percent) regions.

Outsiders in the rating of regions are the cities of Shymkent (4.56 points / 73.4 percent), Almaty (4.56 points / 73.3 percent), Nur-Sultan (4.56 points / 72.7 percent).

Throughout the survey, the service recipients expressed dissatisfaction both with government agencies (weak feedback on complaints, lack of publicly available information on the procedure for public service delivery, non-automated services, lack of integration of information systems with the e-government portal) and «e-government portal» / information systems of service providers (freezing, technical errors, unavailability of the service).

The citizens complained most about the services of the Single Contact Center 1414 (impossible to reach the contact center, poor quality of consultations, incompetence of the SCC staff).

Based on the results of public monitoring in 2020 and the final recommendations of the researchers, the interested government agencies will take respective measures towards improving the quality of public services.

Public monitoring survey was conducted by "Talap" Applied Research Center with the support of the United Nations Development Programme (UNDP) in Kazakhstan and the Agency of the Republic of Kazakhstan for Civil Service Affairs.

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