MONITORING THE QUALITY OF GOVERNMENT SERVICES
Supported by the Agency of the Republic of Kazakhstan for Civil Service Affairs and Anti-Corruption (2014, 2017, 2018)

The first monitoring of the quality of public services was conducted by Sanj in 2014. The goal of these studies is to assess the level of citizen satisfaction with the quality, accessibility, and procedures for obtaining services, as well as to identify key problems and propose effective solutions.

Our monitoring approach is based on a comprehensive methodology developed jointly with the Agency of the Republic of Kazakhstan for Civil Service Affairs. We use a variety of tools to obtain an objective picture:

  • Questionnaire surveys of service consumers.
  • In-depth interviews with service recipients and providers.
  • "Mystery shopper" method to assess real interaction experience.
  • Focus group discussions to identify detailed problems and suggestions.

The results of our work are not just numbers, but comprehensive assessments of each service studied, ratings of government agencies and regions, as well as specific recommendations for improving both individual services and the entire system of their provision.

2014: Launch of comprehensive monitoring
In 2014, the Sanj Research Center, having won a tender, developed a detailed monitoring methodology. It included an assessment of overall satisfaction, accessibility, information quality, procedures, staff performance, service outcome, and non-corruption levels.

  • Scope of research: 8923 respondents surveyed across 33 services.
  • Methods: 291 in-depth interviews, 4 focus groups, 99 "mystery shopper" observations.
  • Result: Overall satisfaction with all services was 8.7 out of 10 points.

2017: Expanded coverage and in-depth analysis
The 2017 project focused on evaluating socially significant and most problematic services, covering even more citizens across the country.

  • Scope of research: 9517 service recipients surveyed across 55 services.
  • Methods: 32 "mystery shopper" studies for "Public Servant Testing" and "Issuance of a Certificate from a Psychoneurological Organization" services, 55 focus group discussions, and in-depth interviews.
  • Result: Satisfaction with the quality of services was 65.9% (an average of 4.57 points on a five-point scale).

Report on the Agency for Civil Service Affairs website: https://www.gov.kz/memleket/entities/qyzmet/documents/details/8520?lang=ru

 

2018: Improvement in satisfaction indicators
In 2018, we continued to expand the scope of research, including even more services and deepening the analysis methods.

  • Scope of research: 60 services included in the monitoring, 10,000 service recipients surveyed in all regions of Kazakhstan.
  • Methods: 25 "mystery shopper" studies, 60 focus group discussions, 28 in-depth interviews.
  • Result: Satisfaction with the quality of public services reached 72.4% (an average of 4.66 points), indicating a positive trend.

Report on the Agency for Civil Service Affairs website: https://www.gov.kz/memleket/entities/qyzmet/documents/details/8521?lang=ru