What steps will the State Corporation take to further improve the public services delivery system, apply modern approaches to business processes, what will change with the transfer of public services into electronic format and how will this increase digital literacy of the population? The chairman of the Government for Citizens state corporation, Abylaikhan Ospanov told about this and other things in an exclusive interview to PrimeMinister.kz.

— Abylaikhan Yessenovich, how effective are the PSCs today?

— Currently, over 37 million state services are provided through the state corporation, of which about 24 million are in electronic format. Every year, a survey of satisfaction with the quality of public services is held, and to date, this figure is 83%, i.e. these are the visitors who are satisfied with our work. On this we do not stop and move forward. We provide the necessary comfortable service and also supervise the provision of public services with the customer. To date, the State Corporation is receiving and issuing documents, and for many government services, it is the state agencies that provide certain services. To monitor the delivery of public services, we created a Command Center on the basis of the State Corporation, which controls the quality of government services every second.

— What are the achievements in the provision of services?

— A number of pilot projects connected with the convenience of receiving state services have been launched. I would like to note the mobile PSCs where we leave on schedule and provide state services on the ground. Also, we launched a number of services this year, one of them is the delivery of documents to home address, as well as the notification of the state service readiness, i.e. you immediately receive SMS that your document is ready.

In addition, work is being done for mobile applications. The Telegram bot is functioning, where you can see the nearest PSC, its congestion, and also you can make an online booking and come to the PSC, which is convenient for you at a predetermined time.

— Tell us about the creation of the first digital PSC in the country. Do you plan to open such centers in other cities?

— Now we are working on the transformation of our front offices and a large proportion of jobs, computers are placed in the self-service zone. We want the maximum citizens to understand how convenient and easy it is — to use electronic services today. We analyzed e-services, for what purposes and tasks citizens come and receive e-services. There were both private structures and state structures: polyclinics, schools.

As a result, we have adopted a Paper Free project, we plan to reduce the receipt of necessary electronic certificates in electronic format so that citizens can receive necessary certificates independently, but with the consent of the citizen himself.

— How is the pilot project to provide child birth services in a proactive format being implemented?

— What is the principle of "proactive format"? We identify there is a need to initiate a public service, and no longer a citizen applies for a service, and the state itself, in this case by phone, invites him to initiate the receipt of a public service.

This pilot project provides an opportunity, without leaving home, to obtain a birth certificate for a child, put it on the queue at a kindergarten and receive social benefits. More than 3,500 young mothers have already initiated the process of obtaining state services in a pro-active format, and I can say that today statistics are as follows: over 700 birth certificates were issued and about 200 children were already put on line through SMS.

— Can you tell more about the opening of the migration services center for foreign citizens in the capital? What will be simplified and for what?

— Together with the MIA RK, we decided to test this pilot project in the city of Astana and open such a migration PSC, i.e. create all the necessary comfortable conditions not only for citizens of Kazakhstan, but also for visitors. We have placed all the necessary services in this building, which previously were located in different places, such as banks, insurance companies, medical institutions, tax service. If earlier it took 5 days to resolve or prolong it, it was necessary to cover the thresholds of 5-6 instances, then today one hour is enough. The response is good, and we are planning to open a similar PSC in Almaty and in the future in the west of the country.

— At what stage is the previously announced project on re-registration of vehicles in the online mode?

— Today there are Special PSCs. You go there, undergo reconciliation, pass necessary documents, pay the stamp duty and spend the rest of the time waiting for the preparation of registration certificates. To simplify this process, the electronic registration will be applied, which will help optimize the whole re-registration. I think that in the first half-year we, together with the MIA, will launch this service in a pilot mode exactly on the e-gov portal, by this we are planning that the citizens will be able to re-register in electronic format, and as a result, will be able to get a registration certificate and a number plate themselves or to order them through the post service.