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Abstract
This article analyses the communication between civil servants and the citizens. On the basis of the analysis of the results of the survey among 2062 respondents the efficiency of use of various communication channels by civil servants of West Kazakhstan, Aktobe, Atyrau and Mangystau regions is assessed. The results of the study showed that among the most frequently used channels of communication by civil servants are personal meetings, telephone communication, electronic correspondence and written responses to appeals. At the same time, the study showed that face-to-face meetings are important and priority communication channels for the population.
The study found that communication barriers include behavioural barriers on the part of citizens (28%), information perception barriers (25%), and emotional barriers (16%). These findings emphasise the need to improve communication practices and introduce new technologies to increase transparency and accessibility of information.
The article was carried out under the grant funding of the Committee of Science of the Ministry of Science and Higher Education of the Republic of Kazakhstan (IRN AP14872210).