Analysis of the public service delivery system in the context of the development of a service-oriented public administration model

Abstract

The article analyzes the public service delivery system in the Republic of Kazakhstan in the context of the development of a client-oriented approach as one of the key directions of modernizing public administration. The purpose of the study is to assess the effectiveness of implementing innovative instruments for public service delivery based on the analysis of empirical data, as well as to identify their impact on the quality, accessibility, and level of citizen satisfaction.

The methodological framework of the study is based on a combined use of quantitative and qualitative research methods. The empirical basis consists of the results of a sociological survey of the population conducted using the digital platform of e-government (n = 27,336), as well as official statistical data, analytical reports of authorized government bodies, and regulatory and legal documents governing the processes of digitalization and reform of the public service delivery system.

The research findings indicate a high level of implementation of digital and innovative instruments, which contributes to accelerating procedures and improving the operational efficiency of public services. At the same time, persistent constraints were identified, including technical failures, excessive bureaucratization, insufficient integration of information systems, and heterogeneity of digital competencies among the population. These factors manifest themselves in the risks of digital inequality and limit the realization of a client-oriented approach. The scientific novelty of the study lies in a comprehensive empirical assessment of the client-oriented nature of public services in the context of digital transformation. The practical significance of the study consists in the possibility of using the obtained findings to improve public policy and managerial decision-making in the field of public services.