Kazakhstan is preparing for a major shift in the way citizens access public services. The familiar Public Service Centres, long known as a place for queues and paperwork, will gradually be transformed into digital offices focused on self-service and online interaction. The changes are expected to accelerate from 2026, DKNews.kz reports.
The plans were outlined by First Vice Minister for Artificial Intelligence and Digital Development Rostislav Konyashkin, who explained how the new model will work and what citizens should expect.
From service counters to self-service zones
According to Konyashkin, traditional Public Service Centres will be restructured into self-service zones and digital spaces. Citizens will be able to access government services independently through terminals and online platforms, without relying on an operator for every step.
At the same time, staff will not disappear. Their role will shift from processing documents to consulting and assisting citizens, helping them navigate online services and resolve more complex or non-standard issues.
Importantly, the transition will be gradual. Physical offices will continue to operate in cities, ensuring that people who still prefer face-to-face assistance are not excluded.
“Some citizens are already comfortable with online services, while others still need personal support. The new model is designed to take both groups into account,” the vice minister noted.
More government services moving online
Starting in 2026, the range of public services available in digital format will expand significantly. Planned changes include:
- online reissuance of national ID cards in case of loss;
- initial issuance of documents, including passports, through digital channels;
- online reissuance of driver’s licences, which is already available;
- applications for first-time driver’s licences to be submitted exclusively online.
As digital literacy improves, the government expects citizens to visit Public Service Centres less frequently, relying instead on online platforms.
Artificial intelligence: a tool, not a decision-maker
Konyashkin also addressed the growing role of artificial intelligence in public administration. Despite active experimentation with AI, Kazakhstan does not plan to introduce “AI vice ministers” or replace officials with algorithms.
The reason is straightforward: political office holders carry personal responsibility for the decisions they make.
That said, AI is already being developed as a decision-support tool. Advisory models analyse historical data, past decisions and feedback, helping improve the quality and consistency of policymaking.
“If AI systems reach an accuracy level of 95–97 percent, then it may be possible to delegate some functions to them. For now, AI is used strictly as a support instrument,” Konyashkin explained.
A digital future for everyday services
Looking ahead, the government hopes that personal AI assistants will eventually become part of daily life, making interactions with the state far simpler. These tools could help citizens:
- minimise visits to government offices;
- access public services more quickly;
- complete paperwork in a fully digital and user-friendly way.
In this model, Public Service Centres will no longer be the primary gateway to government services. Instead, they will serve as consultative hubs, while most interactions move online and into smartphones.
Bottom line
Kazakhstan is steadily transitioning toward a digital-first public service model, where technology handles routine processes and human assistance is available when it truly matters.
The direction is clear: the Public Service Centres of the future are not about queues and paper forms, but about screens, self-service and smart digital support.
