Government • 15 January, 2019

Kazakh PM instructs to improve quality of public services in electronic format

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Jan. 15 at the Government meeting chaired by the Prime Minister Bakytzhan Sagintayev, the development of e-government and the provision of public services were considered.

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

To date, there are 741 public services in the Register. As the Minister of Information and Communications Dauren Abayev reported, only 454 or 61% are available in electronic form. At the same time, 165 public services are available exclusively in electronic format. 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 transferred to the electronic format.

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. There are 588 public services in need of optimization. It was mandatory to consider the possibility of their transfer to electronic format, 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 to be transferred to electronic format, and measures are taken on 447 public services to reduce the time and documents required from citizens.

For example, it is planned to transfer the issuance of the so-called "medical-list" to the electronic format. In addition to convenience, this contributes to the formation of an electronic health database 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 Communications, 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, within the recommendations of the Interdepartmental Commission under the Government, 486 road maps have been approved so far. By the end of 2018, 76 public services have been optimized.

Following the results of 2018, the procedures were simplified:

First, the filing of an electronic application for obtaining a driver's license and registration of the vehicle. Since the launch, these services have been used more than 23 thousand times. Previously, the registration of transport took six hours, now it takes two 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 realized 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.

Third, it is planned to continue work on the provision of public services in a proactive mode. We are talking about services for the establishment of disability, the appointment of benefits and social benefits, the provision of prosthetic and orthopedic care, and so on. This will allow the complex to provide the listed social services without the need to visit the PSC or service providers with disabilities.

As regards the development of the mobile e-government application M-Gov, it is noted that today only 87 services are available through mGov. Users of the application are 1.3 million citizens. In 2018, 3.6 million services were provided through m-Gov.

To improve 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, 80% of public services will be automated in 2019, and 90% in 2020. The number of documents submitted in paper form will reduce by 110 million per year.

Recall, following a study on the 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 Digital Kazakhstan state program, work is underway to reach 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 ministry, a full transition to the e-GOV 3.0 stage is planned by 2021.

Chairman of the State Corporation “Government for Citizens” Ablaykhan Ospanov reported that out of 741 services contained in the Register of Public Services through the State Corporation, 598 services are available. There are 325 front-offices, 16 specialized public service centers with six sectors in Kazakhstan, including four sectors in Almaty and two sectors in the Turkestan region, 70 mobile service centers and 1,656 branches of Kazpost JSC that take part in rendering public services. At the same time, to increase the level of use of electronic services by citizens, 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 employed in the application process 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 electronic digital signature or presenting an identity card.

During the meeting, the akims of Akmola region M. Murzalin, East Kazakhstan — D. Akhmetov, Kostanay — 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, the Prime Minister Sagintayev instructed to improve the quality of the work being done. It is noted that only 4,639 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 explanatory work among the population. Sagintayev instructed to provide explanatory work on the digitalization of the public services sector, as well as on a regular basis to provide the population with the necessary digital skills.

Along with this, it is necessary to improve the work on the provision of public services in electronic format. In particular, to increase the number of government services available in the mGov mobile application, using a one-time password without an electronic signature, on the basis of a single statement, 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.

Sagintayev noted that issues of development of public services are under special control of the Head of State and are included in the Digital Kazakhstan State Program. Every year the Government reports to the President of Kazakhstan. At the end of 2018, it is also necessary to prepare a report on the work done. The Ministry of Information and Communications, together with the interested government agencies and the State Corporation, are instructed within a month to draw up a list of public services to be converted into electronic format 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 Communications and the State Corporation need to form an effective system for monitoring and analyzing the processes of rendering public services.

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