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Provision of public services in online mode to be brought to 90% until late 2020 — Ministry of Digital Development, Innovation and Aerospace Industry

Tuesday, 17 November 2020, 11:19:29

At a government session chaired by Prime Minister Askar Mamin, issues of improving the processes of providing public services were considered. Minister of Digital Development, Innovation and Aerospace Industry Bagdat Mussin reported on the provision of public services to the population in electronic form.

“Now there are almost 700 services in the state register, of which 85.5% are online. Our goal is to bring this figure to 90%. Assessment of the quality of public services is within the competence of the Agency for Civil Service Affairs of the Republic of Kazakhstan. According to the results of their public monitoring, it is clear that it is necessary to increase the level of satisfaction of the population with the quality of public services in the regions of our country,” Mussin said.

In this regard, according to the minister, the department is facing a number of open questions.

For example, in order to receive government services, the population still continues to apply directly to a government agency or akimat. Now there are more than 200 such services.

To analyze the situation, the appeals from the population were examined together with the Prosecutor General's Office. It turned out that out of more than 2 million applications from citizens, about 30% of applications are actually requests for a public service.

“Such statements are treated as ordinary address. This means that, in comparison with the public service center, the terms are violated, because it is not registered in the monitoring system. And, of course, corruption factors are not excluded during personal contact. To solve this problem, it is proposed to secure the provision of public services without any alternative through the center or in electronic form,” said Mussin.

Today eGOV provides about 600 services. Due to the large number of different services, it becomes difficult to make each service as simple as possible for the people.

According to international practice, it was decided to bring online services to popular Internet platforms. Registration of individual entrepreneurs on the applications of Kaspi.kz, Halyk Bank, Alfabank and Sberbank has already been launched and is working, other popular services are being implemented.

At the same time, the problem is being solved according to the Pareto principle — 20 to 80, namely, on a systematic basis, the most popular public services are being optimized.

For example, more than 3 million people come to special public service centers every year. There are long queues. Despite the fact that car registration is available online, people come directly to the special center and spend several hours.

According to the new process, after a buyer transfers money to the buyer's account, the owner of the car changes immediately. Literally today, such a convenient service has been introduced in a pilot mode to the Kaspi.kz mobile application.

As Mussin noted, only services for issuing driver's licenses remain in the special centers. This service requires passing exams at the circuit.

For an average citizen, the main difficulty in switching to eGOV is setting up an Electronic Digital Signature, registering in the mobile citizens database.

To address this issue, the portal has already implemented registration using biometrics. Now, to become an eGOV user, you just need to point the phone at your face. Now this process is being tested in a pilot, it is planned to launch it before the end of this month.

“We display the most popular documents in the EgovMobile application. In addition to identity cards, certificates of the registry office, driver's licenses and diplomas were added to the digital document service. The list of such documents will be constantly expanding. By the end of the year, it is planned to exclude the issuance of up to 30 types of certificates,’’ the minister informed.

A citizen will be able to share information directly from the phone without asking for help. It is enough to show the QR code or send it through any available messenger.

Currently, more than 500 information systems and 1,500 integrations are in operation, which ensure the provision of electronic services on eGOV. That is, the eGOV is only a front-end application as a single window.

“It is necessary to increase the level of efficiency of information systems of state bodies up to 99.99%. It is very important. Within the framework of the concept of a ‘hearing state,’ the processes of rendering public services are discussed together with representatives of the public,” the head of the department noted.

For example, it was decided to cancel the need to apply to the military registration and enlistment office for military registration when changing the place of residence. Previously, if such a requirement was violated, a corresponding administrative fine was issued.

When buying an apartment on a mortgage, registration of a mortgage is required. To do this, today you need to take documents from the bank, provide them to the public service center. After 3 working days, pick up the documents from the center and return them to the bank again, only after which the mortgage is issued.

To solve such bureaucracy, together with Forte, this complex process is automated using Blockchain technologies.

Along with this, citizens are dissatisfied with the load on the Call Center 1414. For high-quality consulting, 2,000 public service operators were involved in this work. And in order to reduce the waiting time for dialing, algorithms for answering frequently asked questions using artificial intelligence will be introduced.

For example, it is planned to launch a mechanism for providing a service by calling a personal public service operator to office, by analogy with a personal manager in banks.

In addition, as part of a project to expand the Internet coverage, the Ministry agreed with telecom operators to install special kiosks with Internet access in 1,200 rural settlements. By video call, you can contact the district akimat, the public service center or a medical institution.

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