Abstract:
The transformation of public administration in the Republic of Kazakhstan is aimed at establishing a service-oriented model of the public sector focused on improving interaction between the state and citizens and ensuring the accessibility of public services. A key driver of these reforms is the development of digital technologies and the modernization of the organizational structure of public authorsities.
This article examines the accessibility of public services at the national and regional levels, with particular attention to the West Kazakhstan Region. Based on an analysis of the regulatory and institutional framework, the study identifies the institutional conditions necessary for the transition to a service-oriented model of governance. The empirical basis includes data on the dynamics of digitalization of public services, the structure and functioning of local executive bodies, and indicators of violations, citizen complaints, and mechanisms of internal and public oversight.
The methodological framework incorporates SWOT and PEST analyses, comparative and statistical methods, and an assessment of citizen feedback. These tools made it possible to identify the strengths and weaknesses of the service delivery system, as well as the external factors influencing its development.
The study results indicate steady progress in digitalization, alongside persistent regional challenges related to service quality, procedural violations, and low citizen satisfaction.
The scientific novelty of the study lies in a comprehensive strategic assessment of regional public service delivery practices, which confirmed that service accessibility is a key indicator of the effectiveness of digital a foundation of a human-centered model of public administration in Kazakhstan.
