National Analytical Center at Nazarbayev University discussed the development of Public Service Centers in the context of digitalization of government services, DKNews.kz reports.
On November 12, 2025, the National Analytical Center (NAC) at Nazarbayev University held a roundtable discussion on the development of Public Service Centers (PSCs). 20 years ago, the first One Stop Shop centers were launched to improve the quality of public services and reduce corruption. Over the years, PSCs have undergone a significant transformation – from pilot projects to a wide network of front offices, and have confidently become a part of the daily lives of Kazakhstani citizens.
Representatives of the Presidential Administration of the Republic of Kazakhstan, Senate of the Parliament, Public Services Committee, Agency for Civil Service Affairs, State Corporation “Government for Citizens”, and the academic community participated in the roundtable discussion.
In the welcome remarks, the NAC Chairman Rassul Rysmambetov noted: “Today's roundtable is one in a series of events to which the NAC invites representatives of government agencies and the academic community to exchange opinions and engage in a constructive dialogue”. He emphasized that PSCs remain an important bridge between the state apparatus and society.
Aibol Kozbagarov, Head of the Department of the Agency for Civil Service Affairs, and Lyudmila Zakharova, Head of the East Kazakhstan Youth Information and Analytical Agency, presented the results of a public monitoring study on the quality of government services provided by PSCs.
The NAC experts Saltanat Janenova and Saule Gazizova presented the results of a study on the topic “Is There a Need for PSCs in the Context of Digitalization of Government Services?” This study was conducted with support of the Social Development Fund of Nazarbayev University and is based on an analysis of the opinions of citizens and PSC employees on the performance of one-stop centers.
The participants discussed the NAC's recommendations for shifting the paradigm from closing to transforming PSCs into Digital Support Centers. Their key functions could include consulting on complex services and life situations, as well as digital literacy training for vulnerable groups.
Also the NAC experts proposed launching a national training program aimed at socially vulnerable groups, who are the primary users of offline services. Measures were recommended to improve the social and legal protections of the PSC employees, in accordance with their status as civil servants.
During the discussion, Senate Member of the Parliament of the RK Asem Rakhmetova noted the high demand for PSCs, despite significant progress in the transition to online services. The Chair of the State Services Committee Ainur Yusupova proposed “...strengthening the legal protection of PSC employees, including through nudges and behavioral tools, such as placing banners with links to legislation stating that the rights and dignity of employees are protected by law.”
Maira Aisina, Advisor to the Chairman of the Board of the State Corporation “Government for Citizens” and a former Parliamentary deputy, emphasized that “responsibility for public service digitalization and improving the digital literacy of the population should be borne not only by Public Service Centers, but also by all government agencies that receive budgetary funds for digitalization development”.
Following the roundtable discussion, participants concluded that despite the rapid development of online services and platforms, the role of Public Service Centers in ensuring the accessibility and quality of government services, especially for senior citizens, vulnerable groups, and low-income groups, remains critically important.
