Digital Transformation: a Case Study of Organizational and Functional Changes of the Public Services Provider

Abstract

Public services are one of the primary forms of interaction between the population and the state apparatus. Modern challenges require considerable flexibility, a focus on meeting citizens' needs, and a sufficient level of competence of employees and institutions involved in providing public services. The article describes the scope of public services in Kazakhstan, the conceptual business model of a single operator (provider) of public services.On the example of the transformation of the activity of a public service provider (JSC "State Corporation "Government for Citizens"), the effects of application are shown, and the reserves of cost optimization as a result of applying to model of management processes based on ontologies are estimated. An essential outcome of the study is the feasibility assessment of digital transformation efforts in the public services sector.