Control as a Method for Ensuring Quality of Public Services in the Republic of Kazakhstan
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Abstract
As part of the administrative reform, Kazakhstan is building a qualitatively new model of governance on the principles of corporate governance, effectiveness, transparency and accountability. In this regard, significant events occurred in Kazakhstan in 2012 that changed the socio-political and socio-economic situation of our society radically. It is the adoption of the Strategy “Kazakhstan 2050”, where new challenges in the public administration and the civil service were identified.
These challenges were highlighted particularly in the context of management of the quality of public
services, where strong emphasis was put on improving the quality of public services. These changes have confirmed that the primary role of the state is not overbearing impact but the welfare of its citizens through the satisfaction of its main customers. This is no accident, in the study of the quality management of public services in the Republic of Kazakhstan, due to the fact that the state provides services through a special institution – its civil servants, the main difficulty appears to be the need for a clear distinction between the concepts of “public functions” and “public services”. Moreover, difficulties are caused by the need for feedback, without which it is impossible to talk about the effectiveness of the public authority and public servant.
The new attitude of the society and the state should mature in the context of management of the quality of public services: the society itself must be prepared to take over the functions previously performed by the state. Therefore, as it provides feedback to the work of governmental agencies, the role of control in assessing the quality of public services is updated. Social control is a tool to identify the feasibility and need for certain services, and to detect the acceptable means of their delivery. Only by means of social control the state can work for the society and for the outcome.
In conclusion, I would like to note that responsibility has always been and will be the basis for effective and efficient operations. If the government is responsible for the delivery of governmental services to the citizens of the country, the society should understand the importance of and the responsibility for accurate and objective assessment of the work of state bodies, in which the role of public scrutiny is relentless.
These challenges were highlighted particularly in the context of management of the quality of public
services, where strong emphasis was put on improving the quality of public services. These changes have confirmed that the primary role of the state is not overbearing impact but the welfare of its citizens through the satisfaction of its main customers. This is no accident, in the study of the quality management of public services in the Republic of Kazakhstan, due to the fact that the state provides services through a special institution – its civil servants, the main difficulty appears to be the need for a clear distinction between the concepts of “public functions” and “public services”. Moreover, difficulties are caused by the need for feedback, without which it is impossible to talk about the effectiveness of the public authority and public servant.
The new attitude of the society and the state should mature in the context of management of the quality of public services: the society itself must be prepared to take over the functions previously performed by the state. Therefore, as it provides feedback to the work of governmental agencies, the role of control in assessing the quality of public services is updated. Social control is a tool to identify the feasibility and need for certain services, and to detect the acceptable means of their delivery. Only by means of social control the state can work for the society and for the outcome.
In conclusion, I would like to note that responsibility has always been and will be the basis for effective and efficient operations. If the government is responsible for the delivery of governmental services to the citizens of the country, the society should understand the importance of and the responsibility for accurate and objective assessment of the work of state bodies, in which the role of public scrutiny is relentless.
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