Digital Innovations in Public Services in Kazakhstan: Impact on Citizens' Trust and Perception

Abstract

The digital transformation of public services has become a cornerstone of public administration reform globally, aiming to enhance efficiency, transparency, and citizen satisfaction. Using a mixed methods design this article explores the impact of digital innovations in Kazakhstan’s public service sector on citizens’ trust in government and their perceptions of service quality. The analysis draws on empirical data from sociological surveys conducted between 2016 and 2024 by Kazakhstan’s Agency for Civil Service Affairs, as well as a historical overview of the country’s digitalization efforts from 2003 to 2024. The findings demonstrate that the introduction of egovernment initiatives in Kazakhstan has significantly improved service accessibility and citizen satisfaction, with over 80% of users reporting positive experiences by 2024. However, the effects on public trust remain nuanced. While digital services and reduced bureaucratic burdens have the potential to foster greater trust in government institutions, ongoing challenges-such as digital inequality, limited digital literacy, and concerns over data security-continue to constrain the full benefits of digitalization. Comparative international experience underscores that a citizen-centric approach is vital to translating service satisfaction into broader institutional trust. When consistently implemented through the expansion of electronic and proactive services, infrastructure development, and the refinement of legal frameworks-such an approach can foster public trust even amid infrastructure limitations, unequal access, and the so-called «paradox of digital expectations».