 September 2005 - May 2008
Kazakhstan, Agency for Civil Service
Support to the Development of Standards for Civil Service Provision |
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Name of client:
Agency for Civil Service Affairs of Kazakhstan (ACSA)
Origin of funding:
European Commission, Tacis
Project value:
€ 1.400.000
Name of partners:
Bannock Consulting (lead), Hungarian Institute of Public Administration, Local
Government Initiative Development. |
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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.
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Service 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
AA
final conference to disseminate
project
techniques and results to all
ministries,
agencies and public services
involved. |
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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.
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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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