On approval of the Concept of Public Administration Development in the Republic of Kazakhstan until 2030

Decree of the President of the Republic of Kazakhstan dated February 26, 2021 No. 522.

 In order to increase the efficiency of the State apparatus, I DECREE:

     1. To approve the attached Concept for the Development of Public Administration in the Republic of Kazakhstan until 2030.

     2. The Government of the Republic of Kazakhstan shall take the necessary measures resulting from this Decree.

     3. Control over the implementation of this Decree is entrusted to the Administration of the President of the Republic of Kazakhstan.

     4. This Decree shall enter into force from the date of signing.

President of the Republic of Kazakhstan

K. Tokaev

Approved by Decree of the President of the Republic of Kazakhstan on February 26, 2021 No. 522

The concept of public administration development in the Republic of Kazakhstan until 2030: building a "human-centered" model of "People first"

     The footnote. The concept is as amended by Decree of the President of the Republic of Kazakhstan dated 06/10/2025 No. 904; as amended by Decree of the President of the Republic of Kazakhstan dated 08/26/2025 No. 975.

     Content

     Section 1. Passport

     Section 2. Analysis of the current situation

     Section 3. Review of international experience

     Section 4. Vision of the development of the public administration system

     Section 5. Basic principles and approaches for the formation of a new people-oriented model of public administration

     Section 6. Target indicators and expected results

Section 1. Passport

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The concept of public administration development in the Republic of Kazakhstan until 2030: building a "human-centered" model of "People first"

The basis for the development

1) paragraph 2.3 of the protocol of the expanded meeting of the Government of the Republic of Kazakhstan with the participation of the President of the Republic of Kazakhstan dated July 15, 2019 No. 19-01-7.25;2) paragraph 81 of the State Planning System in the Republic of Kazakhstan, approved by Resolution of the Government of the Republic of Kazakhstan dated November 29, 2017 No. 790; 3) paragraph 31 of the Procedure for the development, implementation, adjustment and monitoring of concepts, national projects, doctrines (strategies), and comprehensive plans approved by order of the Deputy Prime Minister - Minister of National Economy of the Republic of Kazakhstan dated October 29, 2024 No. 260

The government agency responsible for the development of

Ministry of National Economy of the Republic of Kazakhstan

Government agencies and organizations responsible for implementation

Central government agencies, local executive bodies, quasi-public sector entities

Terms of implementation

2021-2030 years

Section 2. Analysis of the current situation

     Today, the whole world has entered an era of turbulence, increasing volatility, and uncertainty of social, economic, and political development.

     As countries overcome large-scale challenges, issues of public trust in the state and its readiness for change become particularly important. There is a steady demand for more effective public administration and citizen participation in managerial decision-making.

     At the same time, the current model of public administration, based on the administrative and control form of interaction between the state and the population, does not fully meet the expectations of the population.

     As a result, there is a need to form a service-based and "human-centered" model of public administration, in which citizens and their well-being remain the main values.

     The present Concept for the development of public administration in the Republic of Kazakhstan until 2030: the construction of a "human-centered" model "People first" (hereinafter referred to as the Concept) reflects the semantic vector of transformation of the public sector and defines the basic principles, objectives and approaches to the modernization of public administration.

     The concept provides for improving the interaction of citizens with the state, the quality of civil service personnel, increasing the effectiveness of strategic planning, the effectiveness of the quasi-public sector, optimizing the state apparatus and switching to a proactive format for the provision of public services, and developing local self-government.

     In addition, the Concept defines tasks through the prism of the basic principles of the new model of public administration.

     The development targets set out in the document should serve as a basis for implementing the next steps of public administration reform. The provisions of the Concept are closely related to the concepts of civil service development, legal policy, promotion of the ideology of law and order in society, public finance management, local government development, anti-corruption policy, and civil society development.

     The totality of these documents should be considered as an integrated system of measures aimed at improving the quality of public administration.

     The development of sovereign Kazakhstan at each stage required an appropriate model of public administration. The transition from one model to another corresponded to the logic of economic and social transformations. There are four stages in the development of the country's public administration system:

     The first stage (1991-1997). Institutionalization of public administration: the introduction of a basic model of public administration, the creation of the foundations of state independence and the launch of structural reform of the public administration system.

     The second stage (1997 - 2007). Welfare state: implementation of the principles of "economy first, then politics", "welfare state" or "welfare state". The State plays a key role in protecting and developing the economic and social well-being of citizens.

     At this stage, the Strategy "Kazakhstan - 2030" and the Strategic Plan until 2010 were adopted, the Assembly of the People of Kazakhstan was established, and the party system was introduced.

     The public administration system has been transferred from a directive to an indicative model, a national model of public service has been formed and state bodies have been strengthened, decentralization of state functions has begun, and development institutions have been established.

     The third stage (2007-2017). The Strategy "Kazakhstan - 2050" and the Strategic Development Plan until 2020 have been adopted, aimed at Kazakhstan's entry into the top thirty developed countries of the world. The implementation of programs for industrial and innovative development, integrated digitalization of the country and the construction of new infrastructure (transport, housing, energy, social and others) has been intensified. National holdings for the management of state assets have been formed.

     In 2011, the Concept of a new model of public service was adopted. The five-year strategic plans of government agencies, the system of annual assessment of the effectiveness of government agencies, the system of state audit, the institute of professional managers of the "A" corps and responsible secretaries have been implemented.

     The fourth stage (2017-2020). In 2015, five institutional reforms were unveiled, which became crucial for the new architecture of public administration in the country. The number of government programs has been reduced, the implementation of the Open Government initiative and the formation of a compact, professional state apparatus have begun.

     As part of this stage, the transition to a career model of public service has been implemented, where the professional activity of first-time applicants begins with grassroots positions, and the occupation of higher positions is carried out on the basis of transparent competitive selection among active civil servants. Work continued on the decentralization of public administration, that is, the transfer of some functions to lower levels, as well as to a competitive environment. In 2017, a constitutional reform was implemented to redistribute powers between the branches of government, and the role of the Parliament of the Republic of Kazakhstan (hereinafter referred to as the Parliament) and its control over the Government of the Republic of Kazakhstan (hereinafter referred to as the Government) were strengthened.

     The fifth stage of the reform of the public administration system is currently underway.

     This stage marks the beginning of the transformation of public administration, which led to the implementation of constitutional reform.

     Structural changes in the state structure, including large-scale political transformations, have been carried out.

     At the same time, it is necessary to focus on the constitutional reform carried out in 2022, where the main goals were the reboot of the political system with the exclusion of norms that contributed to the monopolization of power, the development of parliamentarism and local self-government, as well as the strengthening of human rights institutions of the state.

     As part of the redistribution of powers between the levels of government, the role of Parliament and the Government has increased.

     The electoral system has been reformed. This increases the representativeness and enhances the feedback of deputies with voters.

     Local representative bodies have received more powers in matters of budget and control over the activities of executive bodies, which increases local responsibility and indicates the decentralization of the public administration system.

     Kazakhstan has strengthened the role of national mechanisms for the protection of human rights. The institution of the Commissioner for Human Rights is fully functioning in the country, representatives of the Ombudsman have been appointed in the regions in order to provide additional guarantees of state protection of human and civil rights and freedoms, as well as to make the appeal to the Commissioner for Human Rights accessible to citizens, especially those living in rural areas, in order to exercise their rights.

     In addition, citizens were given the opportunity to directly appeal to the Constitutional Court in case of violation of their constitutional rights, which strengthened the mechanism for protecting the rights and freedoms of the population.

The fifth stage of the reform of the public administration system is currently underway.

     This stage marks the beginning of the transformation of public administration, which led to the implementation of constitutional reform.

     Structural changes in the state structure, including large-scale political transformations, have been carried out.

     At the same time, it is necessary to focus on the constitutional reform carried out in 2022, where the main goals were the reboot of the political system with the exclusion of norms that contributed to the monopolization of power, the development of parliamentarism and local self-government, as well as the strengthening of human rights institutions of the state.

     As part of the redistribution of powers between the levels of government, the role of Parliament and the Government has increased.

     The electoral system has been reformed. This increases the representativeness and enhances the feedback of deputies with voters.

     Local representative bodies have received more powers in matters of budget and control over the activities of executive bodies, which increases local responsibility and indicates the decentralization of the public administration system.

     Kazakhstan has strengthened the role of national mechanisms for the protection of human rights. The institution of the Commissioner for Human Rights is fully functioning in the country, representatives of the Ombudsman have been appointed in the regions in order to provide additional guarantees of state protection of human and civil rights and freedoms, as well as to make the appeal to the Commissioner for Human Rights accessible to citizens, especially those living in rural areas, in order to exercise their rights.

     In addition, citizens were given the opportunity to directly appeal to the Constitutional Court in case of violation of their constitutional rights, which strengthened the mechanism for protecting the rights and freedoms of the population.

     A number of specific measures have been implemented in 2021-2024.

     In pursuance of the Message of the Head of State "A just state. One nation. The Prosperous Society Act of September 1, 2022 implements an administrative reform aimed at decentralizing government functions between levels of government.

     Thus, the Constitutional Law of the Republic of Kazakhstan "On Amendments and Additions to Certain Constitutional Laws of the Republic of Kazakhstan on administrative reform in the Republic of Kazakhstan", as well as the Law of the Republic of Kazakhstan "On Amendments and Additions to Certain Legislative Acts of the Republic of Kazakhstan on administrative reform in the Republic of Kazakhstan", providing for the decentralization of the public administration system and de-bureaucratization of the activities of the state apparatus in terms of establishing competencies at the legislative level.

     Within the framework of the formation of an optimal and effective state apparatus, the auxiliary functions of state bodies (personnel management, documentation, financing, public procurement and property, internal audit) are centralized.

     According to the ongoing reform on the decentralization of functions between the levels of government, the Standard Regulations of the akimats of the region (cities of republican significance, the capital) and the district (cities of regional significance) have been re-approved.

     In implementation of the Resolution of the Government of the Republic of Kazakhstan dated December 9, 2021 No. 874 "On Amendments to the Resolutions of the Government of the Republic of Kazakhstan dated December 15, 2004 No. 1324 "On Certain Issues of Approving the staffing limits of local Executive bodies" and April 15, 2008 No. 339 "On Approving the staffing limits of Ministries and Other central Executive Bodies bodies, taking into account the number of their territorial bodies and state institutions subordinate to them," as of January 1, 2022, the number of civil servants has been reduced by 15 % (9610 units).

     Since July 1, 2024, a two-year moratorium has been imposed on increasing the staffing limits of government agencies and setting new allowances.

     Amendments were made to the Decree of the President of the Republic of Kazakhstan dated July 31, 2000 No. 427 "On measures to improve the work of the State apparatus, combat bureaucracy and reduce document flow" regarding the regulation of issues related to increasing staffing limits by redistributing vacant staff units between government agencies, except in cases related to the need to respond to a state of emergency imposed by By the President of the Republic of Kazakhstan; creation of central bodies or their departments; by changing the administrative-territorial structure, as well as other cases on behalf of the President of the Republic of Kazakhstan.

     In order to increase the efficiency and efficiency of decision-making in the state apparatus, eliminate excessive legislative regulation of the executive branch, reduce document flow and reporting, and increase the independence and personal responsibility of heads of government agencies, Decree No. 872 of the President of the Republic of Kazakhstan dated April 13, 2022 "On measures to de-bureaucratize the activities of the state apparatus" was adopted.

     To implement this Decree, Resolution No. 274 of the Government of the Republic of Kazakhstan dated April 29, 2022 approved the relevant Action Plan, which includes more than 30 measures.

     The number of advisory bodies under the Government, central and local executive bodies has been reduced from 1,175 to 592 or by 50%, of which under the Government from 70 to 25, that is, by 64%, in central executive bodies from 189 to 115 or by 39%, local executive bodies from 916 to 452 or by 51%.

     A new Government regulation No. 10 dated January 6, 2023 was adopted, which provides for a two-fold reduction in the time required for reviewing documents.

     In general, the measures taken to de-bureaucratize are aimed at increasing the efficiency and transparency of the work of the state apparatus and reducing bureaucratic barriers.

     In order to address civil service issues, the Concept of Civil Service Development for 2024-2029 was put into effect, approved by Decree of the President of the Republic of Kazakhstan dated July 17, 2024 No. 602, aimed at forming a model of civil service, professionalizing civil service, improving and managing HR processes.

     Strategic planning is an important element in achieving the goals of public administration. In this regard, a flexible and compact System of state planning has been formed, defined as a set of interrelated components consisting of documents for long-term (over five years) and medium-term (from one to five years inclusive) periods, participants, principles and elements of process and data management.

     So, the structure of the CST consists of:

     1) strategic documents - the National Development Plan of the Republic of Kazakhstan and the National Security Strategy of the Republic of Kazakhstan;

     2) implementation documents - development plans of government agencies, regions, cities of republican significance, the capital, national management holdings, national holdings, national companies.

     The budget process also applies long-term development strategies for autonomous educational organizations, for which expenditures from the national or local budgets are planned.

     The methodology for the development, implementation, monitoring and adjustment of its documents, in particular the National Development Plan of the Republic of Kazakhstan, development plans of the state body, the region, the city of republican significance, the capital, has been updated in the implementation of the State Program.

     Based on the optimization of the CST structure, the format of the development plans of the central state and local executive bodies (hereinafter referred to as the development plans) has been revised.

     Thus, the development plans are the main implementation document for the medium term.

     Along with this, activities, projects and programs are attached to the implementation of development plans.

     In connection with the revision of the approaches to the formation of the CST, its strategic documents have been updated. The National Development Plan of the Republic of Kazakhstan until 2029 has been approved, which includes 39 key national indicators (hereinafter referred to as the NDI).

     The central state and local executive bodies have implemented the decomposition of CNI into target indicators, updated development plans with the specification of activities and projects.

     The processes of interaction between the state and society are actively advancing.

     Within the framework of the "Hearing State" concept, work has been carried out on the implementation of the "e-Onish" IP in all government agencies and individual entities of the quasi-public sector.

     Thus, in 2024, 3.8 million requests were registered in the e-Atinish IP, which is 31% more than in 2023 (2.9 million) and twice as much as in 2022 (1.9 million).

     In 2022, 907 people (0.1% of the total number of applicants) sent about 266 thousand requests, or 14% of the total volume. In 2023, this figure increased to 592 thousand (20.5%) applications from 2.1 thousand applicants (0.2%), and in 2024 it reached 871 thousand applications (23% of the total) from 3.1 thousand citizens (0.3%).

     In order to solve the problems reflected in the appeals, government agencies are empowered to analyze and identify systemic problems raised by applicants in the context of relevant industries. Based on the results of the analysis, government agencies take measures to address them.

     Work has begun on developing an artificial intelligence model for dealing with citizens' appeals, including the involvement of assistants for civil servants, applicants, as well as for public services and legislation.

On the basis of the non-profit joint-stock company (hereinafter - NAO) "Government for Citizens State Corporation" in all cities and district centers, centers for receiving applications "Natizhe" have been established.

     IS "e-Atinish" is available through the "Natizhe" centers based on public service centers, service and open akimats, akimats of rural districts. One of the advantages for citizens is the emergence of a convenient way to submit applications, including through mobile services (Aitu, mGov, eGov, website www.eotinish.kz ).

     In order to form a client-oriented and open government apparatus, the Citizens Reception Center (hereinafter referred to as the CCG) has been launched and work is underway to scale its experience to the regions.

     There are 131 central control centers in the country connected to a single electronic queue of the integrated information system (hereinafter referred to as the AIS) for public service centers (5 in cities of national significance; 17 at the regional level; 31 at the city level; 78 at the district level).

     In order to unify the procedure for conducting personal receptions by government agencies, the Standard Regulations for the Reception of Individuals and Legal Entities by officials of central government agencies have been approved and a standard for conducting personal receptions has been developed.

     The Law of the Republic of Kazakhstan "On Public Control" has been adopted, which defines the subjects and objects of public control, as well as their rights and obligations, the consolidation of forms of public control, and regulates the conditions for participation in public control and standards for reviewing its results.

     Amendments have been adopted to laws on mediation, public councils, volunteerism, charity, state social order, grant financing, and strategic partnership.

     Citizens have an opportunity to express their opinions, allowing them to submit petitions on significant issues through online requests.

     As part of the generalization of the emerging practice of reviewing petitions, methodological recommendations have been developed covering all stages of the process - from collecting votes to making a final decision.

     Issues of implementing best practices and international standards in the field of interaction with non-governmental organizations are being worked out.

     In turn, there is a transition to proactive public services based on the needs of citizens.

     In accordance with the Law of the Republic of Kazakhstan "On Amendments and Additions to certain legislative acts of the Republic of Kazakhstan on stimulating innovation, digitalization, information security and education", amendments were adopted on proactive provision of services, equivalence of digital documents to paper and expansion of their scope, revision of approaches to issuing permits, simplification of rulemaking, transfer of civil registration functions from local executive bodies to the NAO "Government for Citizens State Corporation".

     Measures have been implemented to increase the availability of open data contained in the IP of government agencies and the quasi-public sector, introduce standards of openness, improve the management decision-making process in the public sector in terms of taking into account public opinion and the participation of the expert community, and create a comprehensive system for monitoring and forecasting social risks, crowdsourcing and crowdfunding platform Birgemiz.

     In order to reduce the level of State participation in the national economy, the privatization of state-owned facilities and the quasi-public sector continues as part of the task of creating an effective, optimal and transparent quasi-public sector.

     To ensure freedom of entrepreneurship through the development of competition, reduction of state participation in the economy and reduction of business costs, the President of the Republic of Kazakhstan signed Decree No. 542 dated May 8, 2024 "On measures to liberalize the economy."

     According to this Decree, the National Office for Privatization has been established, which ensures the development of criteria for determining state assets subject to privatization and the formation of their list. In general, the Decree gave an additional impetus to reducing the share of the public sector in the economy.

     In addition, in order to ensure the formation of an effective, optimal and transparent quasi-public sector, the Government is working to reform it in accordance with the approved approaches in terms of:

     criteria for state participation (review of the presence of state-owned legal entities, clear sectors, goals, limits and deadlines);

     classifications of organizations into economic and non-economic by the nature of the main purpose of the activity (mission) and the source of funding;

     corporate governance models: a transparent model, differentiated by tasks and separate from political and administrative influence.

     Government agencies are taking certain measures, including to improve Kazakhstan's position in public administration ratings.

     According to a World Bank study, in 2021, Kazakhstan ranked 54.76 percentile (or 0.03 on the scale) in the World Bank's Public Administration Efficiency Index (hereinafter referred to as the Public Administration Index). In 2022, there was an improvement in the indicator to 58.49 percentile place, or 0.14 on the scale. In 2023, the Public Administration Index was 57.08 percentiles, or 0.15 on the scale. The decrease in the indicator is due to a deterioration in the values of the Gallup World Poll internal source, which evaluates household satisfaction with the public transport system, the condition of roads and highways, as well as the education system.

     Despite the deterioration of the Public Administration Index, its value remains the highest among all indicators of Worldwide Governance Indicators.

     Meanwhile, indicators of the level of public confidence in government agencies are being achieved (2021: plan - 60%, fact - 61%, 2022 - 62% and 69.3%, 2023 - 63% and 71.5%, respectively).

     The Global right to information rating evaluates only the legal framework of the Law of the Republic of Kazakhstan "On Access to Information" and does not take into account the practical implementation of this Law.

     One of the main indicators of the transition to proactive public services is the indicator for achieving at least 90% of public services in electronic format. Thus, in 2021, with a planned value of 81%, 90% of services were provided in electronic format, in 2022 - 82% and 92.3%, in 2023 - 83% and 92%, respectively.

     The measures taken to form an effective, optimal and transparent quasi-public sector have achieved positive results: the share of state participation in the economy in 2021, with a plan of 14.9%, amounted to 14.5%, in 2022 - 14.7% and 14.2%, in 2023 - 14.5% and 13.7%, respectively.

     As the powers of local executive bodies expand and functions are redistributed to lower levels of government, the level of self-sufficiency of rural districts is gradually increasing: in 2021 - 17.7%, in 2022 - 19%, in 2023 - 21.2%.

     In general, the reforms are aimed at creating a more balanced and democratic system of public administration, strengthening the principle of "law and order", as well as ensuring the protection of citizens' rights and freedoms. They reflect Kazakhstan's commitment to building a fair and open society.

     This stage should be a period of deeper changes with an emphasis on addressing the following priority issues:

     ensuring proper interaction between citizens and the state;

     formation of functions of the state apparatus focused on the needs of the population and business;

     providing high-quality and affordable public services;

     development of an efficient quasi-public sector;

     development of local self-government.

     2.1. Ensuring proper interaction between citizens and the state

     In the context of current social processes and new economic challenges, including due to the pandemic, a serious challenge for the public administration system is the need to form a decision-making model based on the active participation of civil society.

     The issues of transparency, efficiency and accessibility of information, as well as trust in government agencies are becoming central to ensuring the sustainable development of society.

     The rapid development of digital technologies, including artificial intelligence, and the increasing expectations of citizens emphasize the key importance of functional communications between the state and society.

     However, the lack of consistency in the measures taken by government agencies leads to fragmented regulation of the process of interaction between the state and society, preventing the full use of tools of public engagement and public control in order to improve the quality of public administration.

     Access to official documents is provided passively or formally upon request, which affects the level of public awareness regarding the activities of the State apparatus.

     Irregular analysis of incoming questions, requests for information, suggestions, complaints from citizens and proper monitoring of feedback channels with the public often lead to a formal attitude towards the needs and interests of society.

     In this regard, taking into account current trends and challenges, the development of public administration is increasingly faced with the need to introduce new approaches and technologies, including the use of artificial intelligence.

2.2. Formation of functions of the state apparatus focused on the needs of the population and business

     Currently, the functions of the state apparatus are defined in more than a thousand regulatory legal acts.

     This uses an administrative understanding of government functions in the "functions of government agencies" format. The implementation of government functions is reduced to individual tasks, processes, and even operations in the activities of individual departments.

     Thus, among the state functions that fulfill human needs, there are administrative functions aimed at "maintaining" the activities of the state bodies themselves.

     Along with this, one function can be distributed among several government agencies, which leads to difficulties in interdepartmental interaction and, as a result, the failure to achieve the final result and duplication of functionality between different levels of government.

     As part of the further streamlining of the functions of government agencies, it is necessary to move to the next stage - to change business processes in the state apparatus in order to build functions focused not on interdepartmental interests, but on the needs of the population and business, the creation and fair distribution of public goods, taking into account effective interdepartmental interaction.

     In order to ensure and improve public needs in the field of public services, on July 14, 2022, the concept of "socially significant service" was introduced into the Law of the Republic of Kazakhstan "On Public Services".

     The new Budget Code of the Republic of Kazakhstan provides for amendments regarding the allocation of expenses based on the functions, powers and competencies established in accordance with the laws of the Republic of Kazakhstan, as well as on the basis of the electronic register of state functions (hereinafter referred to as the electronic register).

     In this regard, a functional review will be carried out aimed at filling out the register of state functions.

     Legislative practice shows not only a slowdown in the process of transferring state functions, but also, conversely, a significant increase in the number of state functions.

     Almost every new law contains provisions that establish new, additional powers (functions) various authorized state bodies, in some cases dozens of new powers.

     Currently, the legislative process has taken the path of the so-called "exclusion of excessive (excessive) legislative regulation." With this in mind, in the process of legal regulation of the functions of state bodies, a balance should be ensured that eliminates excessive detail, but at the same time allows for effective and prompt implementation of the assigned powers.

     Thus, in the public administration system, it is important, first of all, to look for alternative ways that are not related to regulatory intervention. If necessary, regulatory measures should be examined for their acceptability to achieve the intended goals and the least degree of restriction of the rights, freedoms and legitimate interests of citizens and organizations.

     In turn, digitalization is a popular approach to improving the efficiency and effectiveness of interagency cooperation processes. Digital tools have great potential for simplifying procedures, facilitating and structuring the work of government agencies, as well as integrating data from different departments.

     Project management is also a tool for solving socio-economic problems aimed at achieving goals with minimal costs. The implementation of project management in government agencies is aimed at applying flexible management methods (for example, Agile) to increase the effectiveness of interaction between central and local executive bodies, as well as development institutions.

     Work has been carried out on the formation of project offices of government agencies, and a National Project Office has been established.

     At the beginning of 2025, 45 project offices have been established and are functioning, including 21 project offices in central executive bodies and 20 in local executive bodies, 4 in agencies for civil service affairs, financial monitoring, strategic planning and reforms, protection and development of competition. The project offices are responsible for coordinating and methodological support for the implementation of strategic and programmatic planning documents using project management.

     2.3. Provision of high-quality and affordable public services

     One of the significant achievements of the previous stages of administrative reform was the reform of the provision of public services. A network of public service centers based on the "one-stop shop" principle was created. Citizens have become recipients of services for government agencies (the service nature of work instead of administrative).

     At the same time, this reform affected only a part of the processes, while retaining a large number of services that require full automation of business processes (processes of interdepartmental coordination, coordination of activities of government agencies).

     This is due to the fact that at present, public services are understood as one of the forms of implementation of certain state functions, carried out individually upon request or without request from service recipients. As a result, in practice, only 10% of the 1,330 services included in the register of public services are actually in demand.

     In this regard, the transition to a service model of public administration also involves rethinking approaches to the formation of public services.

     As part of the formation and maintenance of the organizational culture of the state apparatus, which stimulates the reduction of bureaucracy and the optimization of internal procedures, a large-scale digitalization of all processes is being carried out. In this regard, excluding unnecessary operations, government agencies need to organize the process of digital transformation of public administration, that is, a set of measures that include the introduction of digital technologies, reengineering and data use.

     The work should be aimed at observing the principle of optimal regulation, preventing the introduction of new insufficiently justified bureaucratic requirements, and optimizing working procedures, including processes in the provision of public services.

     A consistent step will be the implementation of proactive government approaches based on the provision of composite services based on the one-statement principle, through the integration of various information systems and databases.

     In addition, it is important to achieve uniform standards and convenience for citizens, as well as significantly reduce the cost of digital support for public services.

     2.4. Development of an efficient quasi-public sector

     Initially, the formation of quasi-public sector entities was aimed at solving certain tasks of the state, including the development of strategically important and undeveloped markets, the creation of high-tech industries in non-resource sectors of the economy with the further exit of quasi-public sector entities from the competitive market.

     At the same time, a significant share of the state's participation in the economy remains.

     There is a low efficiency of the quasi-public sector, its dependence on the state budget, weak corporate governance, and the lack of strategic coherence between the activities of legal entities with state participation and national goals.

     The information secrecy of the quasi-public sector remains. There is no publicly available data on the structures of companies, financial performance, dividends paid and other aspects of the activities of legal entities with state participation.

     In this regard, it is necessary to continue further reforming this area, which will create conditions for the formation of an efficient, compact and transparent quasi-public sector with its division depending on the specifics of the organizations' activities.

     2.5. Development of local self-government

     Over the years of independence, certain steps have been taken in the process of developing local self-government in Kazakhstan. Local self-government bodies were formed in cities of regional significance, villages, towns, and rural districts, and the procedure for forming, holding, and authorizing meetings and gatherings of local communities was determined.

     The development of local self-government is given great importance in terms of the general trend towards de-bureaucratization and democratization of public administration, involving broad segments of citizens in solving urgent problems of local importance.

     Since 2021, direct elections of akims of cities of regional significance and rural districts have been introduced.

     On November 5, 2023, for the first time, the mayors of 42 districts and 3 cities of regional significance were elected in a pilot mode.

     This increased the responsibility of local leaders towards the population and contributed to the development of local democracy.

     Since 2025, elections of mayors of districts and cities of regional significance have been introduced, which will be held as soon as the term of office of the akim established by law ends or the early termination of the powers of the akim.

     A mechanism for electing candidates to maslikhats on a single-mandate basis has been introduced.

     In order to ensure their greater independence, an important reform was launched in 2018-2020 to introduce an independent budget (budgets of the 4th level) and communal property of local government.

     However, despite the existence of a legislative framework, the involvement of the local population remains low. The situation is aggravated by the lack of real financial authority on the ground and, consequently, the decisions taken do not always have a real impact on the socio-economic development of local communities.

It remains urgent to study the issues of financial and administrative independence of the akim of a village, settlement, rural district and cities of regional significance from a higher akim in order to resolve issues of local importance.

Section 3. Review of international experience

     In order to build a qualitatively new model of public administration, focused primarily on ensuring a high quality of life for the population, the international experience and best global practices of Singapore, the United States, Great Britain, Canada, France, Finland, the United Arab Emirates, Australia, China and other countries have been studied.

     Communication between government agencies and civil society is an important aspect.

     Taking into account international practice in the field of public administration, work will continue to strengthen the "listening State" principle by increasing efficiency, inclusiveness and citizen participation in public administration, as well as introducing best practices and principles of citizen participation in the member countries of the Organization for Economic Cooperation and Development (hereinafter - OECD).

     Digital platforms are often used in foreign practice to monitor and evaluate the effectiveness and efficiency of public authorities, especially in terms of monitoring and evaluating the quality of public services.

     In Australia, the main source of data on the level of satisfaction with the quality of public service provision is an active citizen who consciously and reliably answered the questions of an online survey conducted mainly at the end of public service provision. In this regard, the accuracy of the data obtained depends not only on the number of respondents, but also on the quality of the responses received from the respondents. At the assessment stage, an important role is played by the introduction of mechanisms for the development of public policy, "evidence-based", involving the evaluation of the effectiveness of programs.

     The transfer of government functions to a competitive environment or the process of privatization is one of the key trends in modern economic policy in many countries. This phenomenon is due to the desire to increase the efficiency of public administration, reduce the burden on the budget and stimulate the development of the private sector.

     For example, a comparative study of government transfer models in the United States and Finland revealed significant differences in the approaches of these countries to delegating authority to the private sector.

     For example, Finnish municipalities provide public services by separating the functions of producer and supplier to increase efficiency and prevent conflicts of interest. They practice the provision of public services through a market mechanism, creating competition between suppliers, which improves the difference in consumer choice, promotes innovation and reduces costs.

     In Singapore, the public sector typically outsources certain services or functions when the private sector is better equipped to deliver them due to its deeper expertise or greater efficiency. This approach allows the public sector to exploit the opportunities and potential of the private sector, while the public sector focuses resources on key public services and functions.

     Digital services are also intensively developing in Canada to simplify the provision of services to the public. An example of this is e-learning development programs and electronic access to medical organizations' services.

     The international community in the field of artificial intelligence is developing rapidly. The Council of Europe Framework Convention on Artificial Intelligence and Human Rights, Democracy and the Rule of Law deserves considerable attention in terms of the development of artificial intelligence.

     The experience of the principles and vision of the Council of Europe Framework Convention on Artificial Intelligence and Human Rights, Democracy and the Rule of Law is also appropriate to adopt in the further development of public administration in Kazakhstan.

     The main principles are Human dignity and individual autonomy; Transparency and oversight (including in the context of labeling synthetic content and human interaction with an artificial intelligence system); Accountability and responsibility (for adverse consequences) and others.

     In addition, the integration of advanced technologies into the modernization of public administration, in particular artificial intelligence, is becoming increasingly important in the OECD member countries.

     One of the main tools of digital technologies at the initial stage (the goal definition stage) is the analysis of big data (the so-called "big data"), including the use of predictive analytics and machine learning.

     There are different models of public asset management in international practice, but the best practices focus on efficiency, transparency, diversification, and commercialization.

     As you know, some of the leading public asset management models are represented in Singapore (Temasek Holding), Norway (resource management through the Future Generations Fund), Finland (Solidium investment model), and China (centralized management through SASAC).

     For example, in order to improve the management processes of the Government of the People's Republic of China, measures have been taken to use blockchain to provide public services. The blockchain platform provides about 40 electronic government services (storage of electronic certificates, data exchange, and joint data processing). An important service for the registration of state property has been transferred to the blockchain.

     In Norway and the Netherlands, government assets are analyzed according to the KPIs (key performance indicators) and profitability system, inefficient assets are regularly audited, and government assets that do not generate profit are sold or reorganized.

     The main results of the analysis of the experience of advanced countries:

     1) an effective public administration system is viewed through the prism of ensuring a high quality of life for the population;

     2) the transition from operational to strategic personnel management contributes to the professionalization of the state apparatus;

     3) the formation of a compact state apparatus, including by optimizing the number through outsourcing and centralization;

     4) Long-term state planning is one of the main elements of the progressive development of States;

     5) widespread use of predictable development tools aimed at studying predictive scenarios, often using modeling, big data analysis tools, and artificial intelligence;

     6) quasi-public sector entities operate on the principles of self-sufficiency and profitability.

Section 4. Vision of the development of the public administration system

     The further development of the public administration system will be aimed at the formation of an effective, fair, transparent, client-oriented and open state apparatus that responds promptly to the demands of society and operates on the principle of a "listening state".

     At the same time, the task of government agencies should be to meet the needs of citizens, including ensuring justice and security.

     The priority of reforms to form an optimal and efficient state apparatus will be determined through the prism of their positive impact on the life of every citizen of the country.

Section 5. Basic principles and approaches for the formation of a new people-oriented model of public administration

     The new model of public administration will be based on the principles of a "listening", effective, accountable, professional and pragmatic state. The principles of the "law and order" concept will be enforced.

     The principles point to the fundamental features and essential characteristics of the public administration system and are intended to serve as a guide in the formation and implementation of public policy, as well as in making public decisions.

     5.1. The "hearing State" principle

     Public policy or reform should be guided by the overriding principle of "people first." Measuring the effectiveness of a government policy, a country's program document, a national project, or a reform should be based on the effect they have on the well-being and quality of life of the population.

     In the Message of the Head of State to the People of Kazakhstan dated September 2, 2019, the task was set to "bring to life the concept of a "Hearing state" that promptly and effectively responds to all constructive requests from citizens." Since then, the mechanisms of communication between the government and society have been improved.

     The principle of a "listening state" is the dominant principle of public administration, which is to ensure the openness of the state apparatus, create the necessary conditions for public participation in the process of making public decisions and promptly respond to constructive requests from citizens.

     The priority of the "listening State" principle is the stable maintenance of a constructive dialogue with the population, including all social groups and subjects of the civil sector, focused on effectively solving citizens' problems and taking into account public opinion.

     The "listening state" approach suggests that effective governance requires more than just the dissemination of information or the implementation of top-down policies. He recognizes the importance of actively seeking feedback, ideas, and opinions from the public. This can be done through various means, including public consultations, surveys, general meetings, online forums, and other participation mechanisms.

The transition from a "bureaucratic" model of the relationship between the state and society to a proactive, service-oriented and responsive form of government should be the main goal for government agencies. Thus, the population will have the opportunity to be heard and choose important decisions for themselves, which, in turn, will increase the level of trust in the state and form a "human-centered" state.

     The principle of proactivity is aimed at providing services ahead of time, creating benefits for all stakeholders at all levels of decision-making, as well as preventing problems or minimizing damage from them while achieving long-term goals.

     5.2. The principle of an effective State

     The effectiveness of public administration is a key factor for the development of any state and improving the quality of life of citizens.

     The principle is based on achieving the set goals and objectives with the most efficient use of the available resources of the State.

     At the same time, the public administration system should make it possible to measure the effectiveness and efficiency of public administration institutions and the quality of public services.

     Efficiency assessments should be conducted on a regular basis to ensure improved public administration productivity.

     5.3. The principle of an accountable State

     This principle includes information openness, accessibility, and accountability to society.

     It is based on the participation of citizens in government decision-making, as well as the widespread use of modern information technologies and new means of communication when interacting with citizens.

     It is important to improve access to information from government agencies and simplify the mechanisms for protecting citizens' rights to information.

     For public administration institutions, the public good must be placed above individual interests.

     Increased trust and more predictable policies, taking into account the expectations of citizens, contribute to strengthening the strength of public administration institutions. Building trust in public administration institutions cannot be achieved without adhering to high ethical standards and showing intolerance to corruption.

     5.4. The principle of "law and order"

     This principle is defined as one of the basic principles of interaction and functioning of the state and society and is aimed at strengthening law and order in the country.

     Currently, measures are already being taken to improve the activities of law enforcement agencies aimed at increasing the effectiveness of the service model with an emphasis on crime prevention and public service.

     In accordance with the principle of "law and order", the work of government and law enforcement agencies should focus on improving the level of legal literacy of the population, the formation of sustainable habits and behaviors focused on compliance with laws and legal norms.

     It is important to ensure that the law and justice are respected, as well as improving the quality of public services.

     The main approaches to the implementation of this principle are fixed in the Concept for the promotion of the ideology of Law and Order in society for 2025-2030.

     5.5. The principle of a professional State

     The main condition for the transformation of public administration into a service-oriented model is the availability of competence and human resources in the state apparatus that meet high standards.

     At the same time, readiness for change should become the most important principle of the daily activities of all government agencies. This will ensure a permanent, systematic mechanism for improving the efficiency and competitiveness of the state apparatus.

     Government agencies should be looking for new and innovative solutions to problems, as well as using modern methods of providing services.

     Today, government agencies have the necessary infrastructure (for example, IP "e-Atinish", CPG and others) to organize high-quality interaction with the public.

     However, this infrastructure cannot have the desired effect without trained personnel capable of building a dialogue with citizens in non-standard situations.

     In this regard, the issue of professionalization of civil servants who directly interact with the population, taking into account modern challenges and trends, is relevant.

     Special attention should be paid to strengthening human resources in the regions, including measures for civil servants of regional akimats. This will make it possible to fill the personnel shortage in the field, ensure further growth and development of the regions.

     To build a modern, technologically and economically advanced country, it is necessary to rely on knowledge and innovation, the development of human capital, digitalization and artificial intelligence, while ensuring synchronization with advanced international standards in this area.

     Government agencies should explore the possibilities of neural networks, on the basis of which it is possible to model forecasts and risks, and actively promote digital transformation in the public administration system.

     5.6. The principle of a pragmatic State

     When forming and implementing government policies and reforms, as well as making decisions, government agencies plan their activities for the long term and take into account the needs of future generations.

     It is important to take into account all the associated risks and not shift the burden to future generations, regardless of the nature of the issue, whether it is an environmental, structural, financial, economic or social issue.

     According to this principle, government decisions are made only if there is a sufficient objective evidence base based on scientific research methods (objectivity, repeatability, approbation).

     Financial resources should be managed with an appropriate level of rationality and pragmatism, as well as taking into account all risks. Budget plans should be formed with the participation of citizens and taking into account their needs.

     Progressive and sustainable development of the state will be achieved, among other things, through the digitalization of the public administration system.

     To achieve the goals of the Concept, which are to build a service-based and "human-centered" model of public administration, it is necessary to implement the following tasks:

     formation of a client-oriented and open state apparatus;

     formation of an optimal and effective state apparatus;

     transition to proactive public services based on citizens' needs;

     formation of an efficient, optimal and transparent quasi-public sector;

     further improvement of local self-government.

     Task 1. Formation of a client-oriented and open state apparatus

     The continuation of reforms and the realization of citizens' rights will contribute to building a just and developed society.

     At the same time, in order to achieve this task within the framework of the new model of public administration - "People first" - it is assumed that the following actions will be carried out::

     1) system monitoring and analysis of the operation of direct and feedback channels with the public.

     It is necessary to systematize the interaction of government agencies with the public through direct and feedback channels, ensuring customer orientation, efficiency and quality control of appeals. This will allow for comparative analysis through all channels of direct and feedback from citizens, identify problem areas and work on them proactively.

     At the same time, government agencies will continuously simplify the processes of interaction with the population. It is necessary to train civil servants in new forms of interaction with the public, as well as provide appropriate methodological support.

     The system of criteria for evaluating government agencies will include the results of assessing the satisfaction of citizens and businesses.;

     2) prompt response to incoming requests from the media, non-governmental organizations and the public.

     For an objective assessment of events by the public, government agencies are required to promptly provide information affecting the interests of citizens and businesses through the media and social networks, especially in crisis and emergency situations.

     An integrated system for monitoring and forecasting social risks is required at all levels of government.

     Interaction with the media and non-governmental organizations will be focused on early identification of problematic issues among the population and their prompt resolution.

     At the same time, work with the media should become one of the elements of evaluating the effectiveness of a government agency, including the quality of work on the Internet, interaction with the media, as well as openness and willingness to contact the press.

     In addition, crowdsourcing platforms should be developed to create a list of socially significant projects aimed at effectively addressing urgent issues of citizens, using the creativity, knowledge and experience of a wide range of people on a voluntary basis using information technology.

     It is an open tool where citizens, public associations and non-governmental organizations can present their initiative projects to address various topical issues of settlements, the region and the country. These projects will be evaluated and supervised by the citizens themselves.;

     3) strengthening effective interaction between the state and society.

On a daily basis, the population faces issues that require government intervention. The introduction of the unified digital ecosystem "e-Atinish" has greatly simplified the process of submitting applications and monitoring their consideration.

     To date, this system, which determines the needs and expectations of citizens, has collected an array of information from applications from applicants.

     The integration of the e-Atinish IP with the information systems of government agencies made it possible to create a "single window" for receiving all types of requests.

     In addition, the e-Atinish IP is integrated with the Ukimet Smart Data portal, which indicates a wide coverage of the ecosystem and integrated interaction with other information systems in the country.

     All government agencies at the central and local levels, which should pay more attention to the analysis of appeals, are connected to these analytical tools for effective interaction with the population and prompt response to incoming appeals through the e-Atinish IP.

     One of the key directions will be the development of a unified knowledge base on the e-Atinish IP platform.

     Work will continue to improve the e-Onish IP with the introduction of artificial intelligence, which makes it possible to develop information and analytical tools, including by automating the processes of ensuring the reliability of state legal statistics on appeals in terms of the nature of the issue, categories and subcategories, type and language of appeal, as well as identifying appeals on issues sensitive to the public in order to to improve the quality of control over the consideration of such appeals by government agencies.

     Maintaining a constructive public dialogue remains one of the priorities, which necessitates further improvement of communications between government agencies and the public.

     With this in mind, it is advisable to develop practice-oriented approaches to the development of functional communications between government agencies and the public.

     These approaches should identify key principles, methods, and tools that will ensure effective, transparent, and two-way interaction.

     In order to avoid formalism on the part of government agencies in this work, it is fundamentally important to resolve the issue of quality control of these communications.

     At the same time, control should be constant with the possibility of their operational improvement.

     In general, as it was noted in the Message of the Head of State dated September 2, 2024 "Fair Kazakhstan: law and order, economic growth, public optimism" (hereinafter - the Message of the Head of State dated September 2, 2024), it is necessary to ensure the further development of dialogue between the state and society, to be conscientious, objective, act exclusively in accordance with the within the framework of the law, be responsible for your words and actions.

     Attention will be paid to the formation of a competence center for the training and support of specialists, as well as the exchange of experience in the field of reviewing citizens' appeals and working with them.

     The competence center's activities will be aimed at servicing service recipients, using and maintaining a unified knowledge base, using services and information systems, customer orientation, attracting young professionals, improving skills in obtaining public services through the e-government portal, monitoring and quality control of services provided, identifying hidden public services, and more.

     The training is planned to be conducted offline in local government agencies with the involvement of experts from the relevant industry and taking into account the specific needs of the civil service.;

     4) ensuring the openness of information and proactive activities of government agencies.

     Creating the necessary conditions for unhindered access to information should be a key task not only for the authorized body, but also for every civil servant.

     In order to control the handling of appeals in 2023, the Openness Index of central state and Local executive Bodies (hereinafter referred to as the Openness Index) was introduced in a pilot mode.

     Following two years of testing, the Openness Index has become a tool for self-discipline and increasing the responsibility of government agencies towards society. It is planned to further develop and consolidate the Openness Index as an integral element of public administration policy.

     It is necessary to increase the availability on the Internet of open data contained in the information systems of government agencies.

     Standards for the openness of government agencies' activities will be introduced.

     For citizens to understand the work of the State apparatus, it is necessary to ensure that each government agency formulates a clear mission and vision.

     It is important to adapt all the Internet resources of government agencies to the needs of people with disabilities for a convenient perception of information.

     When posting information in the media and social networks, the language and style of presentation should be simple, concise and understandable to citizens.

     It is necessary to ensure the full participation of citizens in the development and implementation of management decisions, as well as the creation of a system of continuous information and dialogue.

     To achieve this, the process of political decision-making and policy formation will include the stages of problem identification, policy development and formulation, implementation and evaluation. It will also include mechanisms for scenario planning, "soft nudging," risk management, scientific support, and policy orientation towards achieving sustainable development goals.

     Analyzing and identifying relevant public requests, developing solutions and discussing with the expert community, discussing and choosing a solution to the issue, taking necessary measures and publicly evaluating the effectiveness of the measures taken will ensure the involvement of stakeholders and their involvement in the decision-making process, as well as improve their quality, effectiveness and continuity.

     Identification of potential problems and measurement of the level of social well-being of the population will be carried out through regular sociological research. This analysis will make it possible to identify potential vulnerabilities and plan appropriate resolution programs before they become widespread.

     Task 2. Formation of an optimal and efficient state apparatus

     To date, significant qualitative changes have been achieved in the implementation of new approaches to strategic planning and reform.

     Work is underway to implement the "Data-driven government" concept.

     Further improvement of the State apparatus will be carried out through a rethinking of the role and functions of the state, and with it the structure and size of the entire state apparatus.

     This will require a deep and comprehensive functional analysis, which will identify and eliminate duplicative, ineffective and excessive oversight functions of the state apparatus.

     The streamlined functions of government agencies will be built as a complete management cycle of creating public value, where each process includes all the basic stages: from determining the needs and needs of the population to evaluating the effectiveness of a government agency and measuring citizens' satisfaction.

     As a result, the end product should be a change in the processes of the state apparatus to meet the needs of the citizen.

     In addition, an important area of this work will be a clear institutional delineation of powers and responsibilities between:

     1) levels of public administration;

     2) government agencies of the same level horizontally;

     3) bodies of state administration and local self-government;

     4) collegial bodies and heads of state bodies.

     As necessary, the optimization of auxiliary and facilitating units of government agencies that are not directly related to the implementation of public policy will continue.

     Along with this, the issues of the number of regional akims' offices in comparison with the staffing of regional administrations that ensure the implementation and coordination of industries, as well as district akimats and rural district offices, will be worked out to determine the optimal need for staff units, taking into account their existing functions and the public services provided.

     Efforts will be intensified to improve the efficiency of transferring government functions to a competitive environment, taking into account the readiness of market participants and the development of competition, and ensuring their monitoring.

     To do this, it is planned to simplify the process and ways of transferring government functions to a competitive environment by revising certain legislative norms.

     It is proposed to work out a more rigorous assessment of the validity ("reasonableness") of the introduction of new state functions (regardless of the level of the regulatory legal act by which they are introduced). In particular, it is necessary to study whether these functions may initially be in a competitive environment, carried out by self-regulating organizations and (or) local governments, so that the issue of their "transfer" is not raised in the future.

     The process of conducting functional reviews of the activities of government agencies using digital tools will be improved.

     In this regard, the provisions of government agencies regarding the division of functions into strategic, regulatory, implementation and control functions in the context of each task of the government agency and structural unit will be updated.

Based on the results of the work carried out to identify duplicate functions and transfer functions to a competitive environment, government agencies and local executive bodies should ensure the optimization of public funds allocated for their maintenance.

     In general, this approach will be aimed at optimizing the state apparatus, including eliminating the imbalance in the number of civil servants and redistributing it to solve urgent problems.

     The availability of an electronic registry created using digital solutions will facilitate the process of monitoring and monitoring the performance of functions by both government agencies and civil society. This will provide additional incentives to improve the efficiency of public service delivery and improve interaction between the State and the private sector. Ultimately, the introduction of an electronic registry will become the basis for a more rational use of resources and increase the level of trust of citizens in government institutions.

     At the same time, an important vector of reform of the state apparatus should be a full-scale change in business processes, aimed, among other things, at delegation, reducing the stages of coordination and cascades of orders, and personification of responsibility.

     It is necessary to ensure a transition from excessive regulation to a systematic description, optimization and automation of business processes of government agencies with the creation of incentives for high-quality performance of this work by government agencies. This work will require the development and adoption of a national business process management standard.

     In turn, in order to ensure the regulation of the daily work of civil servants, it is necessary to define the concept of "business process" at the legislative level.

     Such consolidation, along with automation and reengineering of internal processes, and total digitalization of business processes are aimed at creating conditions for the formation of the IT architecture of government agencies and departmental databases at the national level.

     As part of the ongoing work on digitalization, as well as in order to improve the efficiency of decision-making and eliminate excessive legislative regulation, work will continue on de-bureaucratizing the public administration system, including studying the external and internal administrative procedures of government agencies.

     In order to increase the efficiency of government agencies, work will be done to develop project management of government agencies and improve the regulatory framework for project management, taking into account the development of project methodology, public administration and public planning systems.

     At the same time, government agencies should improve the skills of civil servants in project management.

     Government agencies should support new innovative ideas and projects aimed at addressing issues in the public sector, stimulating business, and the needs of the population.

     In turn, the development of the civil service will be based on three key areas: the introduction of a service and customer-oriented approach, professional development of personnel and improvement of HR processes. Digitalization will play an important role in this process, including using the capabilities of the AIS "E-kyzmet".

     The main focus will be on the transition from the traditional administrative model to a service one, where the quality of interaction with citizens and meeting their needs becomes a key priority.

     The professional development of civil servants will be implemented through a hybrid model based on the principles of meritocracy. This will allow attracting competent specialists, optimizing selection processes, creating equal conditions for candidates and increasing the prestige of working in the public sector. The new model will also provide career opportunities for existing employees based on their merits, competencies and contribution to the development of the state.

     The improvement of the HR system will focus on the introduction of advanced HR management tools aimed at motivating and developing human resources.

     The attractiveness of working in the state apparatus will also increase due to the revision of the social package.

     The fundamental principle for civil servants should be the continuous improvement of knowledge, skills and abilities in close relationship with the needs of government agencies.

     It is necessary to improve the corporate and organizational culture in the civil service. To do this, it is necessary to develop the institute of transformational leaders, extend the practice of internships for civil servants in quasi-governmental, private and international organizations, as well as introduce mechanisms to encourage initiatives and rationalization proposals to improve the activities of the department, government agency, industry.

     These areas will form the basis for creating an efficient, modern and open civil service capable of adapting to new challenges and effectively fulfilling strategic tasks.

     Task 3. Transition to proactive public services based on the needs of citizens

     Currently, 37 types of socially significant services have been identified, providing 110 subspecies for 33 central government agencies. According to the definition, "socially significant service" is a public service provided on a continuous basis and aimed at satisfying the legitimate interests of society.

     Thus, the activities of the state apparatus should be focused on the proactive provision of services to citizens and reformatted to meet the needs of the population.

     Taking into account the fact that today the subjects of natural monopolies provide consumers with over 300 services related to the life of citizens, it is necessary to work on improving the processes of their provision of services.

     Government services will continue to be digitized. At the same time, the focus will be on the development of the mobile application "eGov" ("the state in a smartphone").

     Services will be provided on the principles of extraterritoriality (without reference to the place of residence), proactivity and compositeness.

     The identification of hidden public services will remain a priority, taking into account the data from the IP "e-Atinish".

     Work will continue on the transfer of hidden public services to the official register of public services, their regulation and digitization.

     As noted in the Message of the Head of State dated September 2, 2024, consumers of services should not be left alone in their relations with private monopolists. For this purpose, the legislative consolidation of the concept of "socially significant services" will be worked out. The solution to this issue will be aimed at creating a mechanism for citizens to interact with organizations that provide important services to society and improve the quality of their services.

     The activities carried out will help to increase the accessibility of public services for the population.

     The implementation of a virtual assistant will be worked out, which will explain to citizens how to act in a specific situation and provide appropriate public services.

     Work in this direction will continue to further simplify procedures and increase the satisfaction of citizens.

     Task 4. Formation of an efficient, optimal and transparent quasi-public sector

     An important part of modernizing public administration will be rethinking the role of the quasi-public sector in implementing the country's strategic objectives.

     Work should continue to reduce government involvement in the economy, including by improving privatization mechanisms, as well as reviewing approaches to optimizing the list of activities permitted for organizations with state participation.

     One of the directions of this work should be a regular analysis of the competition of quasi-public sector entities with the market.

     The current assessment of the effectiveness of state property management will be improved.

     In addition, it is necessary to switch to building relationships between the quasi-public sector and government agencies according to OECD standards, which do not allow day-to-day interference in their activities and the imposition of tasks contrary to the organization's strategy.

     Given the large number of quasi-public sector entities, it is necessary to ensure the availability of an open, accessible and user-friendly single resource with all the necessary information about the quasi-public sector.

     In general, work on improving the quasi-public sector will be carried out in accordance with the provisions of the Analytical Report on Quasi-Public Sector Reform approved by the Government of the Republic of Kazakhstan and measures to liberalize the economy.

     Task 5. Further improvement of local self-government

     In order to improve the quality of life of citizens, it is critically important to make decisions on the ground in close cooperation with local residents.

     This will significantly improve the activities of local executive bodies, as well as increase the level of interaction between the state and citizens.

     To do this, local executive authorities will have a set of necessary powers and tools for the development of the territory, improvement of public spaces, local transport, social and other infrastructure, provision of basic services, including the possibility of using fiscal policy and other regulation.

The strategic goals and objectives of the country's socio-economic development will be determined by the center together with the regions using a limited list of "top-level" indicators without excessive detail. At the same time, local executive bodies will develop their own development programs without strict restrictions on structure and content.

     In order to continue the decentralization policy, it is necessary to ensure the right balance of powers, responsibilities and resources at the regional level between the regional, district (urban) and rural levels of government.

     Of particular importance is the introduction of full-fledged local self-government at the level of villages, towns, cities of regional significance and rural districts.

     Direct elections, which began in 2021 with rural akims, are gradually covering districts and cities of regional significance, contributing to the development of democratic processes in our country.

     Measures will be taken to implement a training program for rural akims.

     The training program will also be designed for regional middle managers to strengthen the region's human resources base and build a talent pool.

     The training will be directly organized on the basis of educational organizations under the President of the Republic of Kazakhstan with the involvement of a wide pool of experienced lecturers.

     One of the advantages of the training will be its focus on practice, which will allow you to effectively apply the acquired knowledge in your activities.

     The mechanisms for the further development of local self-government are implemented within the framework of a separate Concept for the development of local Self-government in the Republic of Kazakhstan.

Section 6. Target indicators and expected results

     The full implementation of the principles, vision and directions of the development of the public administration system for 2025-2020 stipulated in the Concept will make it possible to achieve the following target indicators:

Download

No. p / p

Target indicator

Ed. ed.

The year is 2025

The year is 2026

The year is 2027

The year is 2028

The year is 2029

The year 2030

1. Formation of a client-oriented and open state apparatus

1.

The Global right to information rating, a place in the rating

mark

74

77

79

81

83

85

2.

The World Bank's Public Opinion Index and Government Accountability (Voice and Accountability)

percentile

50

57,5

65

72,5

80

87

2. Formation of an optimal and effective state apparatus

3.

The value of the World Bank's Public Administration Efficiency Index (on a scale from -2.5 to 2.5)

The scale

0,51

0,63

0,76

0,88

1,00

1,12

4.

The level of public confidence in government agencies (sociological survey)

%

67

70

72

73

74

75

3. The transition to proactive public services based on the needs of citizens

5.

The United Nations E-Government Development Index

point

0,87

0,88

0,89

6.

Complete elimination of the human factor and reduction to 20 minutes of the delivery time of the TOP 50 public services

unit

25

30

35

40

45

50

7.

Receiving at least 90% of government services in electronic format only

%

85

86

87

88

89

90

8.

Proactive provision of at least 50% of public services for socially vulnerable segments of the population

%

25

30

35

40

45

50

4. Formation of an efficient, optimal and transparent quasi-public sector

9.

Reduction of the share of state participation in the economy, as a percentage of GDP

%

14,0

13,9

13,7

13,5

13,2

13,0

5. Further improvement of local self-government

10.

The level of self-sufficiency of rural districts

%

30,0

33,0

35,0

35,5

36,0

36,5

     Expected results

     This Concept has been developed until 2030.

     The provisions of this Concept will be implemented within the framework of an appropriate Action Plan, including one providing for the improvement of legislative and other regulatory legal acts on public administration, documents of the state planning system, as well as the implementation of the Concept of Legal Policy until 2030, the Concept of Civil Service Development for 2024-2029, the Concept of Local Government Development and other planning documents..

     During the implementation period, it is planned:

     to improve legislation in the field of public administration;

     to ensure an increase in the efficiency of the state apparatus and the professionalization of civil servants;

     to continue the formation and implementation of the state's service model.

     to increase the level of public satisfaction with the quality of public services, measured by independent surveys;

     to strengthen the level of satisfaction of citizens with the policies of central government agencies and the level of public confidence in public administration institutions.

President    

Republic of Kazakhstan     

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