Name of client:
Origin of funding:
Project value:
Name of partners:
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Agency for Civil Service Affairs of Kazakhstan (ACSA)
European Commission, Tacis
€ 1.400.000
Bannock Consulting (lead), Hungarian Institute of Public Administration, Local
Government Initiative Development.
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Services provided:
- Provision
of team leader
- Policy
advice and technical assistance
- Assistance
in the development of performance
indicators
- Assistance
in the development and use of
service charters
- Assistance
in establishing mechanisms for
customer consultation
- A
pilot "one-stop shop" set up in the city
of Astana
- Study
tours to Western Europe
- A
final conference to disseminate project
techniques and results to all ministries,
agencies and public services involved.
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Description of project
The project is aimed at supporting the Government of Kazakhstan to improve the way in which the services of public authorities are provided to citizens. The project will focus on six selected pilot ministries and agencies in which it will organise hearings/consultations with customers/citizens and develop customer charters specifying the services the clients can expect from that Ministry/Agency as well as address any complaints. The direct beneficiary of the project is the Agency for Civil Service Affairs of Kazakhstan (ACSA), which will coordinate the work with the pilot ministries. The project will also help the ACSA open the first "one stop shop" of Kazakhstan in Astana.
Specific objectives included:
- Developing
performance standards and
performance
indicators for Kazakhstani
civil
service providers in selected ministries
and oblasts, which can be rolled
out to the entire civil service.
Outputs include:
- Customer
surveys conducted
- Customer
service charters developed and published for selected ministries/agencies
- Guidelines
for customer consultations developed using international best practice
- Guidelines
for customer service charters and performance indicators developed,
published
and distributed
- Performance
surveys carried out and published
- A
pilot one stop shop set up in the city of Astanaa
- Study
tours to Western Europe
- A
final conference held to disseminate project techniques and results to all ministries, agencies
and public services involved.
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