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Integrated Information System for Citizen Service Centers (IIS CSC)

Integrated Information System for Citizen Service Centers (hereinafter IIS CSC, the System)is an information system aimed at automating the process of providing public services via Citizen Service Centers (hereinafter CSC, the Center).

The major idea of creating IIS CSC:provision of convenient and qualitative conditions for delivery of public services to citizens via the one-stop shop principle, which enables becoming a single access point, managing information on services provision and organizing monitoring and control over time-limits execution.

Implementation of the System enabled greatly facilitating the process of citizens’ interaction with government agencies, which resulted in red-tape issues reduction, also the number of government agencies, which an applicant had to visit, have been decreased and operators` operation has been improved thanks to implementation of   performance indicator monitoring system.

Moreover, IIS CSC involves automation of public service delivery process in Citizen Service Centers as related to creating e-requests, fabricating e-packages of documents and sending e-requests to government agencies` information systems. Also, the System is integrated with external government agencies` information systems and national registries and today, the mechanism enables optimizing business processes of services delivery through reduction of number of documents required to submit an application for obtaining a service.

To improve the efficiency of the Centers` operation, in 2011, they were integrated with e-Govinfrastructure, and afterwards, a complete modernization was performed, which resulted in reducing the time of servicing customers by operators; implementing the system for assessment of operators, and also, the capability of reserving the time via e-Gov Portal to attend the Center was introduced.

Furthermore, in modernizing CSCs, attention was paid to improving the accessibility thereof for the disabled people. Thus, separate working places for acceptance of documents were arranged in CSCs and the wheelchair ramps and call-buttons installed.

In terms of fulfilling the task set by Head of State as to ensuring public services accessibility for broad segments of population, including citizens in remote localities, 14 mobile CSCs were launched in pilot regime in all regions, and in 2012, the operation of additional 56 such CSCs was organized. Today, 70 mobile CSCs are active throughout Kazakhstan.

Migration to a new CSCs` operation formats enabled increasing the quality of public services delivery, and also creating tools for monitoring and quality assessment. Today, 318 Citizen Service Centers operate in the country (of them are migration centers delivering 333 public services) 13 of them are migration centers.

Besides optimization of public services delivery,IIS CSC allows monitoring the Centers operation. In particular, it is now possible to supervise how many citizens are waiting for their turn in CSCs; information systems operation; service delivery quality (time of waiting in a queue, time of documents execution). The System enables recording the cases where public services have been rendered by central and local executive agencies with breach of time limit. Today, the quality of 518 public services delivery is monitored via the monitoring system.

Moreover, the Center officers can monitor the situation online and if required, they can promptly get in touch with a staff of certain CSC to provide an effective operation of a branch.

As part of the Project, Specialized Citizen Service Centers (hereinafter Specialized CSC) were established to provide citizens with public services on issuing driver’s licenses and registering vehicles via the one-stop shop principle.

Resulting from business process automation, integration of all databases and government agencies’ information systems, and combination within one package of all the stages required to obtain a driver`s license and register a vehicle, the time for these services delivery reduced to 2 hours in average, with citizens’ direct contact with officers involved in fabrication of documents being precluded.

Today, 4 sectors аnd 16 specialized CSCs operate.

Establishment of CSCs and specialized CSCs was a positive development in the sphere of public services delivery as they became an e-Gov platform, which enabled integrating various information systems.