presentation on kazakhstan experience of e-participation
TRANSCRIPT
KAZAKHSTAN EXPERIENCE OF E-PARTICIPATION
2 STATE PROGRAM “INFORMATION KAZAKHSTAN-2020”
Ensuring accessibility of ICT infrastructure
Ensuring efficiency of the public
administration system
Establishment of Information environment
DEVELOPING INFORMATION SOCIETY
NGIS eHealth E-learning
e-Workflow SS
Mobile
office
ITS
National information space development
Key performance indicators
Density of Internet users (100 pop.)
- in urban areas (100 pop.)
- in rural areas (100 pop.)
ICT sector revenue (bill. tenge)
Computer literacy of population (%)
Number of mobile services
Number of provided e-services (bill.)
31.6
38.2
22.8
696.5
43.7
0
2.4
62.8
78.2
44.2
999.2
62.6
8
20.7
2010 year 2012 year
2005 – 2007 years 2008 – 2010 years
Industry program on
“e-government” development
State program “Information
Kazakhstan-2020” is
implemented since 2013 year
State program on
“e-government” launch
Industry program on
ICT development
2010 – 2013 years
3
……….
DIRECT ADDRESS TO
OFFICIALS
ACCESS TO ADDRESS
ANYWHERE
ACCESS TO ADDRESS ANYTIME
REDUCE CONTACT
WITH PUBLIC
EMPLOYEES
INCREASE RESPONSE EFFICIENCY
GOVERNMENT IN THE INTERNET
Egov community:
Mail.ru
Facеbook
Blogs of chief executives (addresses)
Internet-conferences (conferences, questions, responses)
Egov registered user
Document
bureaucracy
Blogs of chief
executives
Online appointment
Electronic address
Internet-conferences
Officials in social
network
How to complain????
Request Appeal
Need consultation!!!
……
Waste time
on queue list
Probability of
loss queries
Waste time in
public reception
Waste on
transport
destination
Doubts in
delivery
destination
29 633
8/403/403
11 078
76 431
1 206
826 953
2013 year
Waste on
searching
place
Number of Internet users 61,9%
How to make
appointment?
1. E-application!
2. Prepare
question!
3. Visit nearest
PSC!
4 ENSURING TIMELY CONSULTATION AND INFORMATION
Payment of utilities
Payment of duties
Payment of individual taxes
150 feedbacks every day
(From January-June 2013 year consultants
worked more than 950 thousand requests)
Contact center employs 70 operators
(constantly learning new projects and
services, possess technical skills)
Waiting for operator’s response with the voice
menu averagely takes 38 sec.
Address reference
Get details about absence
(presence) of the tax debt
Setting and viewing the queue for a
place in a child care center
Payment of fines for
traffic violations
Integrated
Contact center of
Public agencies
Contact Center is available at
1414
Leave Feedback on
www.1414.kz
Send questions on
[email protected], [email protected],
24Х7 Call center
Getting consultations at any time
Getting consultations from office or home
Saving time
Operational consultation of public services
The scarcity of information
The cost on transport destination
Loss of time on waiting lists
The search for a competent response
Before Now
Daily receives
around 6,000 calls
(2012 г. – 1,171 mln calls)
5 INVOLVEMENT OF CITIZENS IN DECISION-MAKING
IMPLEMENTATION OF PILOT
PROJECT
«OPEN DATA»
INVOLVEMENT OF CITIZENS THROUGH ICT
OPEN SOURCE for
information of public
agencies
Easy access to open government data
Creation and promotion of innovative
ideas
Supportive info for making analysis
and researches
Transparency of Government
Increase efficiency and effectiveness
of public agencies
DISCUSSION OF PROJECT
LAWS, SERVICES,
DOCUMENTATIONS
Ability to comment and propose
suggestions
Organize constructive debate
Provide own arguments
Discussions are studied and analyzed,
by moderators
Everyone can participate in the
development of normative legal acts
E-license
E-payment of taxes and penalties
E-notary
E-customs
E-learning
E-health
PROVIDING CUSTOMER-
ORIENTED SERVICES ACCESS TO OPEN DISCUSSION
COMMUNICATIONS (DIALOGUE) WITH CITIZENS
6 KAZAKHSTAN INTENTION
GOVERNMENT IN
THE INTERNET
E-SERVICES,
E-INFORMATION
DIALOG WITH
CITIZENS
E-PARTICIPATION,
E-VOTING
OPEN DATA
INFORMATION SOCIETY
AND
OPEN GOVERNMENT
Key ICT indicators highlights for 2020
Number of Internet users
ICT share in ICT
75%
4%
Computer literacy
level
Share of mobile services in total
volume of e-services
Number of provided e-services
80%
40%
70%
Thank you for your attention!