Effective delivery of public services is one of the priory directions in Kazakhstan’s development in the last decade. It is included in the government’s strategic plans and responds to the Sustainable Development Goals that Kazakhstan has committed for implementation to ensure transparent and accountable government with civil society participation and to enhance access to justice, public services and information. This is also coherent with the Government Program “Digital Kazakhstan” that targets development of digital economy and improved quality of life of people by 2022. The Program continues the earlier achievements of the country with opening of one-stop shops in all regions of Kazakhstan and e-government portal that supports above 70% of public services in electronic format.

To enhance further implementation of “Digital Kazakhstan” and increase access of people to services and decision-making process Kazakhstan studies best international practices of other countries, including OECD member-states, to find new solutions to digitization process.

Considering the top ranking countries in 2018 UN E-Government Survey, UNDP organized a visit for Civil Service Agency and Ministry of Digitalization and Aerospace Industry to Denmark and Sweden for learning the policies towards digitization process, and practical issues including the coordination between central government agencies and local governments.

Remarkably Denmark’s “Digital Strategy 2016-2020” concerns the authorities at all levels of government, from central government to regions and municipalities - i.e. both the administrative institutions such as ministries, agencies and municipal and regional administrations, and the executive institutions such as hospitals, public schools, universities, etc. It also attracts with its approach of interacting with public sector, private businesses, trade organizations and NGOs that can contribute to finding common solutions for the digital transition and helping to secure the foundation for a strong and secure digital Denmark” (https://en.digst.dk/policy-and-strategy/digital-strategy).

Sweden’s Action Plan for E-Government (2008-2010) and Government’s Strategy for collaborative digital services “Putting the Citizen at the Centre” (launched in 2012) demonstrate the country’s success in making government agencies work together in delivering digital services. Also, establishment of E-Government Delegation in 2009 proved the need for rational organizational approach to coordination of digitization process.

Swedish agencies demonstrated to Kazakhstan delegation, headed by the Chairperson of Civil Service Agency Ms. Anar Zhailganova, their approaches to digitalization including development of artificial intelligence in communication between the government and users of public services. They’ve also shared the advantages of Bank ID system that replaces digital signature and allows for online service delivery for all Bank ID holders.

Kazakhstan delegation supported the knowledge exchange process with presenting own solutions to effectiveness in public service delivery. As an example, they’ve shared experience of one-stop shops for receiving a range of one life-cycle services and e-government portal that considerably saves time and prevents from corruption risks in service delivery.

Acknowledging Kazakhstan’s achievements in digitalization of services the Swedish and Danish counterparts expressed the interest in continuing the knowledge exchange process and learning more Kazakhstan practices.


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