Public Service Centers in Kazakhstan will change how they operate

Tengrinews.kz – The work of Public Service Centers (PSCs) in Kazakhstan will change. Details were provided by Deputy Prime Minister — Minister of Artificial Intelligence and Digital Development Zhaslan Madiyev.
According to Madiyev, Kazakhstan citizens have started visiting PSCs less frequently: last year the number of offline clients decreased by 13 percent because many documents can now be obtained online.

“In the first quarter of this year, we see a decrease in visits of more than 30 percent. By the end of the year, we expect that visits to PSCs will decrease by at least 50 percent,” Madiyev said on the sidelines of the Senate.

Journalists asked whether there are plans to permanently close PSCs in Kazakhstan. Madiyev replied that they will not be closed immediately; instead, most centers will be transformed into self-service zones.

“We expect the distribution to be according to the 70-20-10 model: 70 percent of the space should be dedicated to self-service zones, where citizens will be консультed so that they complete services themselves at terminals, so they develop a habit of receiving services online and eventually will not need to come to PSCs at all,” the vice prime minister explained.

Another 20 percent of PSC space will be allocated to zones where Kazakhstan citizens can receive public services with the help of managers. The remaining 10 percent will be used for training zones where people will be taught how to use eGov tools.
Earlier, in January, Madiyev said that Public Service Centers in Kazakhstan would be transformed into digital offices similar to Apple Store.
Thus, PSCs are planned to move away from the “window — queue — paper” format. They will be transformed into digital offices where a person receives services independently through computers and terminals, while employees will not accept documents but only help and provide guidance.