20 Years of Public Service Quality Evolution in Kazakhstan: From 'One-Stop Shop' to Digital Innovation
November 20, 2025, Taraz
This year, Kazakhstan marks the 20th anniversary of implementing the "One-Stop Shop" (OSS) principle in the provision of public services. This principle has become a key element of public administration reforms and has significantly increased the level of public trust in the state.
Kazakhstan, as one of the pioneers in the post-Soviet space, successfully implemented the concept of Citizen Service Centers (CSCs), which improved the quality, accessibility, and transparency of public service delivery. International recognition of these efforts was confirmed in 2021 when the State Corporation "Government for Citizens" was honored with an award from the UN Department of Economic and Social Affairs for its contribution to the development of public service.
The anniversary was celebrated with a scientific and practical conference titled "Quality of Public Services: 20 Years of Evolution and New Horizons" in the city of Taraz. The event gathered over 150 participants, including representatives of the Government of Kazakhstan, heads of CSCs from all regions of the country, as well as prominent academics and students.
The following individuals delivered opening remarks at the conference:
- Rector of M.Kh. Dulaty Taraz Regional University (Dulaty University);
- Chairman of the Board of the State Corporation "Government for Citizens";
- Chief of Staff of the Akimat of Zhambyl Region;
- Representative of the Astana Civil Service Hub (ACSH).
In her speech, Ms. Gulimzhan Suleimenova noted that the ACSH, which unites 45 countries, serves as an effective platform for generating new ideas and approaches in governance. "The Hub actively collaborates with state bodies in Kazakhstan, contributing to the development of human resources and knowledge sharing. We are proud that our work has facilitated study visits for civil servants to Azerbaijan, Estonia, Korea, Singapore, Japan, the USA, and other countries. Recently, two winners of the 'Best in Public Service Delivery' competition completed internships in Baku. These trips strengthen professional ties and help make public services closer and more understandable to citizens. Over the years, the Hub has prepared dozens of analytical reviews and studies, including key publications on the 'One-Stop Shop' principle in public service delivery in Kazakhstan, Azerbaijan, and Georgia, and developed a methodology for monitoring the quality of socially significant services provided in Kazakhstan," she said.
Key speakers included foreign experts participating in the Alliance of Practitioners for One-Stop Shop Public Service Delivery:
- Kanan Osmanov from the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan (ASAN);
- Natalia Abashmadze from the Justice Houses of the Ministry of Justice of Georgia.
Particular attention was paid to the role of Artificial Intelligence (AI) as a driver for transforming public services. Dr. Saebom Jin from the Republic of Korea presented a report on the establishment of an AI laboratory in her country, emphasizing that AI is becoming not just an optimization tool but the basis for creating fundamentally new services. The participation of experts from the Republic of Korea and Azerbaijan was supported by the Astana Civil Service Hub (ACSH).
Organizers:
- State Corporation "Government for Citizens"
- Dulaty University (Taraz Regional University)
- Astana Civil Service Hub (ACSH)
