The study is aimed at developing scientifically based proposals for the modernization of the system for considering citizens' appeals in the Republic of Kazakhstan based on a comparative analysis of the international experience of digital public administration. The purpose of the study is to determine organizational, legal and technological mechanisms that can increase the efficiency of processing appeals, transparency of procedures and the level of citizens' confidence in state institutions in the context of digital transformation.
The analysis found that successful models are based on the principle of «only once» unified digital identification, interagency data exchange, process standardization and the use of intelligent solutions. For Kazakhstan, measures have been proposed to further debureaucratize the system including the introduction of a single mobile identifier, the development of a secure data exchange platform, the transition to proactive services for life scenarios, the integration of AI tools and increased transparency of access to personal data through the citizen's personal account. The implementation of these steps requires an update of the digital government strategy with clear KPIs and an architecture of intersystem compatibility.
