Digitalization of Government Services in the Context of Client-Oriented Approach Development: Problems and Future Prospects

Abstract

This paper analyzes the process of digitizing public services in Kazakhstan and its impact on a client-oriented approach. A comprehensive analysis is conducted using SWOT analysis methodology, which identifies internal and external factors influencing digital transformation. The study reveals that Kazakhstan has achieved significant progress in digitization, with approximately 93% of public services now offered electronically and a substantial number of proactive services implemented. However, issues such as a high rate of rejection for proactive services and insufficient effectiveness of communication mechanisms have been identified. The paper proposes measures to enhance notifications, optimize business processes, and implement electronic notification systems. These recommendations aim to improve service quality, enhance the client-oriented approach, and strengthen public trust in government institutions and organizations.