Effects of systematization of public services on the example of a single provider of public services

Abstract

Public services are one of the basic forms of interaction between the population and the state apparatus. Modern challenges require significant flexibility, focus on meeting the needs of citizens and the availability of a sufficient level of competence of employees and institutions involved in the provision of public services. The article describes the sphere of rendering public services in Kazakhstan, a conceptual business model of a single operator (provider) of public services. Using the example of the transformation of the activity of a public service provider (NJSC State Corporation “Government for Citizens”), the effects of application are shown, and the reserves of cost optimization are estimated as a result of the application of modeling of management processes based on ontologies. An important result of the study is the assessment of the possibility of digital transformation of the public services sector and replication of the results on the activities of the state apparatus.