10 Years of the State Corporation “Government for Citizens”: How the Public Service System in Kazakhstan Has Transformed

On April 7, the State Corporation “Government for Citizens” marks its 10th anniversary. Over this time, it has become a key link between the state and its citizens — today, tens of millions of requests are processed annually through its services, and most public services are available to Kazakhstanis under the “one-stop shop” principle.

Over the years, a unified infrastructure for delivering public services has been established across the country, making them more convenient and accessible for citizens. Self-service terminals, video-based Public Service Centers, biometric identification, and other innovations have been introduced, while key processes have been transitioned into digital formats.

The scale of these changes is reflected in the numbers: on average, more than 23 million services are delivered annually through Public Service Centers, while millions more requests are processed via digital channels, including mobile applications and online services.

Digitalization has been a key driver of these transformations. Today, most public services are available online, and interactions increasingly take place through digital platforms. The “PSC” mobile application has effectively become a “Public Service Center in your pocket”: in 2025 alone, it was downloaded by more than 2 million users. Through the app, citizens can book appointments, receive electronic queue tickets, track application statuses, and access services without visiting front offices.

The unified contact center 1414, which celebrates its 15th anniversary this year, remains an important support channel and operates 24/7. Since 2021, it has been part of the State Corporation and handles an average of 20 to 25 million requests annually. The center активно внедряет digital solutions: already today, every tenth call is processed with the involvement of an AI assistant, which helps уточнить запрос and guide users to the appropriate service.

Alongside the development of digital services, the State Corporation actively promotes digital literacy among the population by organizing training sessions across the country. These sessions are held in all regions of Kazakhstan at Public Service Centers in a practical, hands-on format. In March alone, around 700 Kazakhstanis improved their digital skills.

“The mission of the State Corporation is to be a key driver of the transformation of the public service system. Over the years, we have built a service oriented toward the real needs of citizens: making services accessible, high-quality, and convenient at every stage of life. We operate under the principle of a ‘listening state,’ where every voice serves as a guide for development. Our task is not only to provide services but to be a reliable partner for citizens, fostering an open and inclusive digital environment without barriers,” said Chairman of the Board of the State Corporation “Government for Citizens,” Arman Kenzhegaliyev.

The experience of the State Corporation “Government for Citizens” has attracted interest beyond Kazakhstan. Over the years, delegations from Mongolia, Japan, Uzbekistan, and other countries have visited to learn about its public service delivery practices and digital solutions.

Behind this interest lies a system built over 10 years — one that has evolved from fragmented services into a unified infrastructure centered around citizen convenience. Today, the State Corporation integrates services of Public Service Centers, specialized PSCs, land cadastre, social and pension services, as well as civil registry and real estate services.

Source : https://www.gov.kz/memleket/entities/akimat-mangistau-rayon/press/news/details/1198692?lang=kk