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Report of the Ministry of Labour and Social Protection of Kazakhstan on rendering of public services

Report

of the Ministry of Labour and Social Protection of Kazakhstan

on rendering of public services

 

1. Generalities

Public services of social and labour sphere are provided to the public at the central and local levels.

Service providers are the Ministry of Labour and Social Protection of the Republic of Kazakhstan (hereinafter - the Ministry) and local executive bodies of regions, Astana, Almaty.

Mission of the Ministry: promoting higher standards and quality of life through the provision of constitutional guarantees and rights of citizens in the field of labour, employment and social security. Its main function is the formation of state policy in the field of labour, employment, social protection of the population.

Services of the central level are provided by the Ministry. There is the Committee on Control and Social Protection under the Ministry for these purposes, and each region has its territorial departments.

The State Center for pension payments was established to carry out reception of citizens and has been receiving documents from the citizens for 17 years. It as a kind of center for public service in the social sphere with an extensive network of branches in the regions and departments in each district (city).

Acceptance of documents is carried out on a competitive basis through the SCPP or CPS at the option of the recipient of the services.

According to the Register of public services, individuals and legal entities are provided with 30 types of services, including:

- 11 services at central level;

- 19 service - local level.

Typically, services are provided at the local level by district (city) departments of employment and social programs.

In accordance with the Law of the Republic of Kazakhstan "On Public Service", 30 standards of public services in the field of social protection were approved as amended on March 11, 2014 (Decree of the Government of the Republic of Kazakhstan № 217) and are provided to the population free of charge.

11 regulations of public services were approved on April 1, 2014 by the Order of the Ministry № 139 on the competence.

 

Central level services. Of 11 services provided by the Ministry:

- consumers can submit a document at their choice to the CPS or SCPP for 7 services;

- 1 service is available directly through the CPS;

- 3 services are available only through the public organ because of their specificity;

- ability to obtain information about the amount of granted allowances on the portal of e-government, if there is a citizen has electronic signature was implemented for 7 features;

- 2 services are fully automated and available on the portal of e-government (Table 1).

 

Local level services. Of 19 services provided by local executive powers:

- consumers may contact the CPS or the department of employment and social programs with the documents at their choice for 15 services;

- 4 services because of their specificity are available only through the public organ;

- 6 services are fully automated and available on the portal of e-government (Table 2).

On demand for services of the Ministry

Annual growth in the number of recipients of social protection of the population, taking into account their social orientation, confirms their demand among the population. In 2013, more than 4.5 million people addressed the subordinate organizations of the Ministry.

The number of recipients has increased by 1.7 times over the past three years.

The following services are among the most popular ones.

"Governing eligibility for childbirth and child care benefits" - the number of applying for this service is more than half a million people annually. This service is included in the system of social support for mothers and children. It is no coincidence it was the most popular among the population. Since 2006, the country introduced a complete system of support for families with children. The Law of the Republic of Kazakhstan "On state assistance to families with children" came into effect, providing for the payment of a lump-sum on childbirth, child care benefit until a child reaches the age of one year - for all families, regardless of their income; allowance for children up to 18 years for low-income families.

The amount of these benefits was increased step-by-step to implement the President's instructions. Thus, in comparison with 2006, the allowance for the birth of the fourth and subsequent children increased by more than 5.6 times in 2013 and amounted to 86 550 tenge (in 2014 - 92 600 tenge); for the birth of the first, second, third child - 3.4 times or 51930 tenge (in 2014 - 55 560 tenge); the average increase in the monthly allowance for child care up to one year amounted to more than 3 times - and in 2013 was equal to: the first child - 9 521 tenge; second child - 11 252 tenge; the third child - 12 983 tenge; fourth and more - 14 714 tenge (in 2014 - 10 186, 12 038, 13 890, 15 742, respectively).

As is known, additional measures on social support for mothers of large families were introduced starting from 2010:

- the conditions of their awarding with pendants "Altyn alka" and "Kumis alka" were changed in reducing the amount of born and raised children by the mother of a large family for rewarding with "Altyn alka" from ten to seven, and with "Kumis Alka" - from eight to six children;

- the size of a special government allowances for awarded mothers of large families increased 1.5 times. In 2013, their size was 10 578 tenge (in 2014 - 11 322 tenge).

Each year nearly 1.3 million people receive a monthly public service "Special state allowance".

According to statistics, in 2013 the number of beneficiaries, as awarded mother of many children, increased by more than 2 times as compared with 2009 and averaged 246.5 thousand people. They are mainly mothers of large families, awarded by the new order.

In 2005 compulsory social insurance, which provides three types of social risks was introduced in Kazakhstan:

- disability;

- loss of a breadwinner;

- loss of a job.

This list has been expanded to support the benefits for mothers and children starting from 2008:

- loss of income due to pregnancy and childbirth, adoption of the newborn child;

- child care until the age of one year.

More than 500 thousand people apply annually to receive the service "Appointment of social benefits from the State fund of compulsory social insurance of social risks".

It should be noted that the structure of the service’s recipients include over 80% of working mothers. In 2013 over 448 thousand applications for social benefits due to loss of income due to pregnancy and childbirth, as well as in connection with caring for a child up to one year were granted.

The state service "Allowances for a person raising the disabled child" introduced in 2010 is available to parents for a period until the disabled child reaches 18 years and its size is equal to the minimum wage.

Thus, the services of the Ministry are mostly in demand in the category of "families with children".

The introduction of the welfare system for families with children positively influenced on the demographic situation and increased the birth rate in the country. So, if in 2003 there were born 248 thousand children, in 2010 the number of births has increased by almost 1.5 times, amounting to 367,8 thousand children, and in 2013 - the number of births reached 393,4 thousand children.

Services "Release of information on the pension fund depositor’s funds receipt and transfer" are still in demand. Last year over 3 million people addressed for these services.

Given the high demand for public services, the Ministry continues to work to improve the quality of their rendering and to ensure their availability to the public.

 

2. Work with recipients  

Information technology is widely used to increase the awareness of citizens on order of public services through which people can gain access information about development of social and labour sphere, its prospects, availability of public services and more.

Internet resource (IR) is an important means of mass communication, allowing promptly inform the public and to get feedback on the most pressing issues.

To date, IR has become an integral and essential component of information and ideological work of the subjects of the information space.

At present, the "web portal" of the Ministry has a user-friendly design and structure; an intuitive content management system with access control to the various features and materials was introduced; there is an effective protection and integration of web-based portal to the Internet; information support of regional departments of the Ministry was provided; version for the visually impaired was implemented.

In 2013, the number of hits on the web portal of the Ministry exceeded 7.4 thousand.

There are two counters to obtain an objective picture of traffic rating: Kazakhstani - zero.kz and Russian - mail.ru.

It is gratifying to note that the Ministry’s IR is growing up the line in the rating of attendance every day. In a relatively short period of time from the date of registration (from 26 May 2011), as of today, our IR in the rankings of zero.kz is ranked 4th out of 280 resources registered in the category of "state and society" and is on the 16th place out of 1513 Internet resources of different countries in the ranking of, and out of the number of Kazakhstani IR in mail.ru - in the first place.

In addition, a survey of users of the site on the frequency of use of public services of the Ministry in electronic format and satisfaction with completeness and availability of the information of e-services was introduced on the website of the Ministry.

Questionnaire design includes 2 questions:

How often do you use the state e-services?

Are you satisfied with completeness and availability of electronic information services?

If we consider the results of the survey (in 28.04.2011), then 53% of the voting answered that they used the services in electronic format "once a month", and 51% are satisfied with completeness and availability of information on electronic services and 20% are satisfied partially.

As noted above, in 2013 the Ministry carried out work on the standardization of public services and social and labour sphere in accordance with the requirements of the new law "On public services".

One of the requirements of the new law was to conduct a public discussion draft standards of public services developed by the public authority.

Thus, projects of 30 standards were available standards for the citizens on the web portal of "electronic government", Internet resources of the Ministry and local executive powers.

During the public discussion the Ministry received 23 proposals from users of public services, of those 9 were accepted and incorporated in the work of development projects.

Reports on the completion of public discussion of draft standards of public services are available on the Internet site of the Ministry: www.enbek.gov.kz, section "Public services".

The same section has information about sources and access to information on the procedure for the provision of public services available for citizens, which are presented in a specially designed service passports.

The next information resource Information Resource Centre "Contact - Centre" was introduced in 2011. Calling for a free single short number 1411, you can get advice on issues of interest. Free calls are accepted from all telephone numbers of the Republic of Kazakhstan and mobile telecom operators. In addition to phone call the ability to address the Contact Center via SMS messages via email, through the official website and WEB, WAP portals is implemented.

In 2013, the number of applications has grown to more than double compared to 2012, reaching 213,000.

Almost all the issues of population’s interest are related to the provision of public services of the Ministry.

Also 477 articles on the provision of public services were published in newspapers and other publications, about 100 performances on radio and television in the past year.

 

3. Work to improve the processes for public services

On the results of the automation and optimization of processes for public services

Quality of social services provided to the population is inextricably linked with information support. Awareness growth, increasing availability and transparency of public provision of social services, reduction of paper documents and prevention of bureaucracy, accelerating the processes of appointment and implementation of social benefits, improving monitoring and forecasting of social development, optimization and efficiency of social risk management depend on it.

 The Ministry promoted a wide range of measures aimed at development and application of information and communication technologies in various fields by 2008.

New technology of organization of personalized accounting and implementation of basic and insurance payments using electronic data processing is introduced; a centralized database of recipients and contributors and a database of persons with disabilities are created. There is an automated appointment system of social insurance benefits, and an electronic archive of recipients of pensions and benefits is being formed.

With a sufficiently high level of informatization process in solidarity and funded pension system and the social security system, the Ministry has set itself the task of providing information for such areas as labour relations, employment, social support and assistance.

So, creation of the Unified information system of social and labour sphere (hereinafter - UISSLS) began in 2009 and starting from 2013 the Ministry implemented the new information subsystems of UISSLS in all regions, working in local executive powers in real time, combining new approaches to mainstreaming, monitoring and forecasting.

Effective use of information technology in our field allowed us to automate its functions and to develop e-services.

As already noted above the Ministry provides 7 e-government services through the web portal of "electronic government", providing information about the result of the service (the amount of the granted allowances, the type of group set for disabled, etc.). In 2013, the number applied for e-services amounted to over 3 million people, which is 3.5 times higher than the number who applied in 2012.

In order to enhance the delivery of public services the Ministry continues to develop e-services. Thus, about 14 plans to optimize business processes, reduce the number of documents required by the population in the provision of public services, approved by the Government are implemented together with the Agency for Communications and Information and the concerned state authorities.

Implementation of the plan and upgrading existing information systems carried out in this regard, ultimately, will reduce paper work; accelerate adoption and implementation of appropriate solutions. Hard-copy forms, their collection and reporting will be replaced with quickly obtaining information from the integrated information systems of state agencies.

Appointment of welfare payments will be carried out through web-portals. At the same time a person need only to specify the personal identification number (PIN) to activate the mechanism of the service destination.

As a result of these works:

1. four electronic services were introduced in 2013:

- Issue of letters of referral for persons to participate in active forms of employment assistance;

- Appointment and payment of social assistance to certain categories of needy citizens on the decisions of local representative bodies;

- Registration and registration of unemployed citizens;

- Appointment of benefits for childbirth and childcare.

2. modernization of IS MLSPP and their integration with the IS of concerned government authorities (providing information for the purpose of social protection services) is being completed, thus put into trial operation services:

- Appointment of the state basic pension payments;

- Appointment of state social benefits by age, loss of a breadwinner.

- Appointment of targeted social assistance;

- Appointment of benefits for children up to 18 years.

3. development of information systems of the Ministry allows other public authorities to automate services, as it gives them information about the status of socially vulnerable categories of services in electronic format, they are 12 services of MES, MA, MIA, etc.:

- Registration of citizens of the Republic of Kazakhstan domiciliary;

- Removal from the register of citizens of the Republic of Kazakhstan at domiciliary;

- Acceptance of documents for participation in the competition for educational grants for higher education;

 - The state registration of rights (encumbrances) to immovable property;

 - Registration of preschool children (up to 7 years) to be sent to pre-school organizations of the Republic of Kazakhstan;

Registration, re-registration of vehicles and issuance of registration plates, except for vehicles registered by the Ministry of Agriculture;

- Paperwork for social welfare of orphans, children left without parental care;

- Registration accounting of individual entrepreneur, private notary, private law enforcement officer, lawyer;

- Registration of the order and citizens in need of housing from the state housing or housing, rented by local executive body in the private housing stock;

- Issuance of passports, identity cards to citizens of the Republic of Kazakhstan;

- Issuance of driving licenses to citizens, other than those issued by the Ministry of Agriculture;

- Submission of documents to provide free meals to certain categories of students and pupils in secondary schools.

Activities aimed at training the staff in the sphere of public services.

Measures are being taken to improve the quality of public services in a systematic way in the territorial departments of the Committee for Control and Social Protection, as well as in the offices of the SCPP.

In the past year three conference calls were held to improve the quality of public services, including training for employees of regional branches SCPP and territorial departments of the Committee for Control and Social Protection Ministry in the "Video Conferencing" to clarify the provisions of the Law of the Republic of Kazakhstan "On public services" was held on June 10, 2013.

Every year employees of subordinate organizations of the Ministry are trained in "MLSPP extension courses". In 2013, there were trained and tested 313 specialists of the territorial departments of the MLSPP Committee; the curriculum included the following topics: "Legislation in the field of labour and social protection"; "The social welfare system. The quality of public service delivery in terms of purpose of pension and social payments from SCPP"; "The clinic - functional features of medical and social expertise and rehabilitation of disabled persons"; "The improvement of legislation and social - labour sphere and employment."

In addition, SCPP regional branches conducted 1390 technical trainings, 1866 seminars, roundtables, briefings and conferences to prevent violations of the standards and regulations of public services in the regions in 2013.

The Ministry also organized training for local executive powers. In Kokshetau as part of the pilot project "Improvement of the system of social assistance and support" with the World Bank a one-day regional training workshop was held on June 6, 2013. The seminar was attended by international and national experts from the World Bank, the departments of employment and social programs and employment centers in Akmola Region, representatives of the employment coordination management of Zhambyl, East Kazakhstan regions.

On November 19-20, 2013 a training national seminar was held, where practical results of implementation of the Employment Roadmap 2020 were considered and there was an exchange of experiences along with the questions of theoretical and methodological plan. The seminar was attended by over 500 governors of cities, districts, villages and supporting rural communities, as well as heads of regional departments of economy and budget planning, coordination of employment and social programs, employment centers, representatives of business - structures.

Similar seminars were held in Pavlodar, Kyzylorda and Almaty regions where training seminars were attended by 300 representatives from the field of employment centers, departments of employment and social programs, governors of rural districts. There e-services to promote employment, to obtain benefits for the birth and care of the child were presented. Demonstration were carried out not only for employees of state agencies, but also for the target audiences: NGOs, disabled people, young people.

Regulatory and legal improving the process of public service delivery.

On January 8, 2013, the Law of the Republic of Kazakhstan "On amendments and additions to certain legislative acts of the Republic of Kazakhstan on optimization and automation of socially important public services" that reflects the automation and optimization of service processes was adopted:

- Registration of unemployed citizens;

- Issue of letters of referral for persons to participate in active forms of employment assistance;

- Appointment of social assistance to certain categories of needy citizens by the decisions of local representative bodies;

- Appointment of benefits for childbirth and childcare;

- Appointment of government benefits to families with children up to 18 years.

The standards of public services of social protection were developed and approved in implementation of this Act and the Law "On public services", including the list of documents was optimized in 14 standards with possibility of obtaining the necessary information from the information systems of state bodies. They are basically the following documents:

- document confirming guardianship;

- document confirming the registration domiciliary;

- document containing information about the number of bank accounts in the authorized organization to issue allowances;

- identification document;

- birth certificate;

- marriage certificate.

It should also be noted that the applicant is only asked for EDS and PIN by the above mentioned first four services available on the e-government portal from 2013, i.e. all other documents are optimized at the level of NLA and replaced by the data from information systems.

 

 

4. Control over the quality of public service rendering

In accordance with the order of the Chairman of the Agency of The Republic of Kazakhstan on government service affairs dated July 26, 2013 No 06-7/106 the monitoring of the quality of rendering services being carried out monthly. 

In the report period recorded 20 complaints of service receivers from which 10 to the quality of the rendering services, 7 due to violation of set deadlines. The main reason of deadlines violation of public service rendering is incompetency of employee (table 3).

In relation to guilty employees are taken measures in accordance with acting legislation. 18 employees of the Ministry organization are brought to disciplinary responsibility.

In 2013 in accordance with Plan of measures of control to 2013 approved by the Ministry of labor and social protection of the population of RK dated 28.03.2013 129 ө-м, there were conducted 10 thematic  measures of control, as per result hereof prepared respective conclusions.

As per result of the evaluation of public service rendering quality in 2013 carried out by the Agency of the Republic of Kazakhstan on public service affairs, the Ministry is assigned 62,26 scores. Scores were not assigned due to absence of approved regulations in fiscal period, that is justified by objective reason, due to passage of a bill authorized bodies required a significant time to determine  united methodology on development of standards on new requirements. Register of public services was approved in September 2013 only.

Also to the evaluation influenced approaches applicable during assessment on optimization of services business-process.  Thus to set-off were accepted only optimized processes reflected in approved standards.  However in particular cases notwithstanding the readiness of the Ministry information system to accept data from state agencies for public service rendering some agencies remain unready to complete integration which in its turn slows down the optimization and automation processes.

 

Results of social monitoring of the public service rendering quality.

Analysis of customer satisfaction level of rendered public services including services in assistance on employment of population is carried out under the frame of investigation “Evaluation of the quality of rendered services of the Ministry of labor and social protection of the population of the Republic of Kazakhstan in the section of regions with engaging nongovernmental agencies” implemented in 2013.  

As per result 8800 respondents were questioned in 16 regions of the republic. Rate of respondents living in villages constituted 51%.

According to the results of carried out investigation the evaluation of customer satisfaction of the quality of the rendered services of social-labor field constituted 85,88% (table 4) .

According to the data of investigation on forecast of customer satisfaction of the quality of social-labor field services to 2014 the services on employment support refer to the group of services satisfaction level hereof exceeds many other services of local level that is:

-Issuance of assignments to persons on participation in active forms of employment support- 91, 86%;

-Issuance of certificates to unemployed citizens- 88,14 %;

-Registration and posting to the account of unemployed citizens-86,71%.

Also in the investigation is set calculation of results of service receiver’s opinions on evaluation of service rendering quality at the stage of document acceptance in Public Service center and Public organization.  

Results show that acceptance of documents on services of local level performed more qualitatively in PSC, then in departments of employment and social programs of cities and regions. Thus more than 59,57% of respondents chose PSC, and 36,4% chose departments of  employment and social programs (table 5).

If consider the same criteria in relation to services of central level then investigations show that customers consider acceptance of documents more qualitatively for rendering services of State Center of pension payment. Thus 55,74% responded in favor of SCPP, and 40,68% responded that PSC accepts documents more  qualitatively (table 6).

 

In general under the frame of evaluated value of satisfaction level by public service of social-labor sphere the following separate data received from customers may be introduced:

 

Concerning services of local executive organ:

- more than 84 %  of respondents regarding services of local executive organ replied that they are satisfied with the process of public service quality and only 11,63% responded negatively; 

- Also respondents were suggested to evaluate the employees’ work quality at public service rendering. In accordance with investigation data the overwhelming majority of customers (74, 29%) of public services rendered by local executive organ evaluated the quality of employees’ works univocally positively, with respective answers “perfect” and “good”. Additional 21% of customers are satisfied with the quality of work which is most likely indicates positive evaluation. Not satisfied with the employees’ works at public service rendering 3,22%.

 

- 70,72% of respondents based on the result of report consider conditions at public service rendering area satisfactory. In addition 22,10% consider thereof not completely satisfactory and 5, 19% not satisfactory. Also in the report specified that main reason of negative replies were incomplete fitting of areas with materials wherein services are rendered.

Concerning services of the Ministry of labor:

- more than 87,72 %  respondents replied that they are satisfied with the process of public service rendering in SCPP, territorial subdivisions of control and social protection MLSEP and only 10,39% gave negative reply;

- 80% of responded customers univocally gave positive evaluation of employees’ work quality, 17% are satisfied with works thereof, 2,3% remained unsatisfied with something;

  - 71,95%  respondents are satisfied with conditions at public service rendering areas, 19,13% are “not completely”, 6,79% are “not satisfied”.

 Generally investigation makes possible to evaluate the quality of rendering services in social-labor sphere, results hereof were used during forming strategic plan of the Ministry of labor and social protection of the population of RK for 2014-2018 wherein included target indicator “The satisfaction level of population with the quality of public service rendering” (strategic plan of the Ministry of labor and social protection of the population of RK for 2014-2018 is approved by the Decree of the Government of the Republic of Kazakhstan dated 31.12.2013 No 1595).

Also admitted for work the recommendation specified in the investigation about inadvisability of rendering services rendered to disabled people through PSC, as disabled people will have to address to state body again in order to receive compensatory fund. These are the following services:

1)    Drawing up documents for disabled people for providing them with orthopedic aid;

2)    Drawing up documents for disabled people for providing them with deaf and blind aid and compulsory disinfectant;

3)    Drawing up documents for disabled people for providing them with services of individual assistance for disabled people of first class with difficulties in movement and specialist of sign language for people with hearing disabilities;

4)    Drawing up documents for disabled people for providing them with wheel chair;

5)    Drawing up documents for disabled people for providing them with health resort treatment.

In the draft of the Decree of the Government of RK “About making amendments and additions to the Decree of the Government  of the Republic of Kazakhstan dated September 18, 2013 No983 “About approval of registration of public services” in the developed by the Ministry of economy and budget planning in the specified services PSC is excluded.

 

5. Prospects for further efficiency and satisfaction of customers with quality of public services.  

The Strategic Plan of Kazakhstan’s development is aimed at electronic transformation of not less than 50% of socially important public services till 2020 within a framework of “Electronic Government” and “Electronic Akimat” Programs.

To achieve the goal the Ministry along with the Informatization and Communication Agency of the Republic of Kazakhstan will continue to computerize public services and forecast to amend regulations and to introduce the automated process which significantly shortens the list of required documents (when upgrading IT system provided for electronic public services and their integration with the system of state authorities are finished).

In addition to that, in partnership with the Informatization and Communication Agency of the Republic of Kazakhstan it will take measures aimed at implementation of electronic compound service which combines 9 types of service.

Nowadays a body to identify disability categorization first addresses Sociomedical Assessment, in case of disability categorization – State Center for Pension Payment to grant state social pension; further on – local executive bodies for technical equipment or special social service. 

Instead of this to receive public service compound service will allow to address the only authority – Sociomedical Assessment. If body’s disability is established and he is registered in Central Database of the disabled people, his documents will be sent in electronic form to the State Center for Pension Payment and local executive authorities to  be granted corresponding pension and to be rendered social service.

Besides, to improve quality and transparency of rendered services within 2014-2015 it is planned gradually to set up the video control system in all departments of the State Center for Pension Payment (city/district) and take-a-number system in all cities of oblasts, in other words, where it is necessary.

 

Table 1

Service at the Central Level

 

 

Service description

Admission authority

Service provider Authority

Partially computer-based*

Completely computer-based

 

1.

Guaranteed state standard pension payment

SCPP

PSC

TD CCSP ***

+

 

2.

Guaranteed state social securities for the disabled people, on occasion of survivorship and retirement

SCPP

PSC

TD CCSP

+

 

3.

Guaranteed special state benefits

SCPP

PSC

TD CCSP

+

 

4.

Guaranteed social pension in case of social risks: disablement; survivorship; unemployment; loss of income due to maternity; loss of income due to adoption of a newborn child (children); loss of income due to childcare till he is 1 year old.   

SCPP

PSC **

TD CCSP

 

 

5.

Guaranteed birth grant and maternity benefit

SCPP

PSC

TD CCSP

+

+

6.

Guaranteed special state benefits

SCPP

PSC

TD CCSP

+

 

7.

Guaranteed benefits for a mother or father, an adoptive parent, a guardian bringing up the disabled child

SCPP

PSC

TD CCSP

 

 

8.

Disability categorization and/or assessment of the degree of loss of the capacity for work and/or determination of necessary measures of social defense

TD CCSP

TD CCSP

+

 

9.

Guaranteed pension payment by designated institution

SCPP

 

TD CCSP

+

 

10.

Guaranteed one-time payment for burial

SCPP

 

TD CCSP

 

 

11.

Release of information about receipt  and flow of funds of Pension saving Fund’s  depositor

PSC

SCPP

 

 

+

 

 

 

 

 

 

* opportunity to receive information about guaranteed payment size on PES (Packetized Elementary Stream) is realized

** - except for loss of income due to maternity; loss of income due to adoption of a newborn child (children); loss of income due to childcare till he is 1 year old.

*** - Territorial body – a branch of Committee on Control and Social Protection of Ministry of Labour and Social Protection

 

 

 

 

 

Table 2

Service at local level    

 

 

Service description

Admission authority

Service provider Authority

Partially computer-based*

 

1.

Registration of unemployed citizens

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

+

2.

Registration of citizens who suffered from nuclear tests at Semipalatinsk nuclear test site 

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

3.

Issue of verification letters to unemployed citizens

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

+

4.

Preparation of documents for the disabled citizens to grant them orthopedic aid

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

5.

Preparation of documents for the disabled to provide them with equipment for deaf and blind and necessary disinfectants

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

6.

Guaranteed state benefits for families with children up to 18 years

PSC, SPPC ESPM of Astana and Almaty, ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

7.

Guaranteed state targeted social assistance

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts, akim of a village, rural area and district

ESPM of Astana and Almaty, ESPD of all oblasts   

 

8.

Preparation of documents for the disabled to grant  service of individual assistance  to the 1st group disabled having difficulty to walk and of sign language interpreters for the hearing-impaired

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

9.

Preparation of documents for the disabled people to provide them with wheelchairs

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

10.

Preparation of documents for the disabled to provide them with health resort treatment

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

11.

Preparation of documents for social service in state and private medical and social institutions which render service at the expense of state budget funds

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

12

Preparation of documents for home social service for the single, seniors living alone, the disabled and their children which feel the need of nursing care and assistance

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

 

13

Assignment and payment of social aid to selected group of  citizens in need by the decision of local executive authorities

ESPM of Astana and Almaty, ESPD of all oblasts, akim of a village, rural area and district*

ESPM of Astana and Almaty, ESPD of all oblasts   

+

concerning 2 categories

 

14

Assignment of financial benefits for the disabled children tutored at home

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts

ESPM of Astana and Almaty, ESPD of all oblasts   

+

15

Assignment of social aid for social service specialists living in countryside to purchase fuel 

PSC, ESPD of all oblasts, akim of a village, rural area and district

 ESPD of all oblasts

 

16

Issue of information confirming that the applicant (a family) belongs to receivers of target social aid

PSC, ESPM of Astana and Almaty,  ESPD of all oblasts, akim of a village, rural area and district

ESPM of Astana and Almaty, ESPD of all oblasts   

 

17

Issue of appointment cards to people for their active participation in employment promotion  

ESPM of Astana and Almaty, ESPD of all oblasts  *

ESPM of Astana and Almaty, ESPD of all oblasts   

+

18

Award of status “oralman” (repatriated Kazakh)

LEA of all oblasts, Astana and Almaty

LEA of all oblasts, Astana and Almaty

 

19

Issue, reissuance and extension of permit for  foreign workers  and for employment of foreign nationals by employees within the territory of a corresponding administrative territorial unit

ESPM

ESPM

+

 

 

 

 

 

 

Information concerning complaints of service receivers in regard issues of public service rendering for 2013

 

Data about informer

Nature of a complain

 Agency (organization) which considered complain and (or) made decision

Date of consideration

No of document based on result of complain determination 

Decision made

Information about reconsideration of decision

1

2

3

4

5

6

7

Mrs.G.Dayimbayev and Mrs.A. Sarsenbekova (Almaty oblast)

Complain for incorrect calculation of amount of pension payment.

 

SCPP (lower organization)

1 quarter, February

 

Act of official investigation of Almaty oblast affiliate of SCPP  dated 21.02.2013.

By the order of the Almaty oblast affiliate SCPP No10-ө dated 25.02.2013  issued a warning letter to head of SCPP department N.Y. Kabylova and department specialist A.A. Elleusizova

 

 

Mrs. B.T. Kashanova (Karaganda oblast)

 

Complain for late payment of maternity.

SCPP (lower organization)
 

1 quarter, February

 

Karaganda oblat affiliate of SCPP forwarded reply to B.T. Kashanova dated 04.03.2013 No08-5-2323  

By the order of the Director of Karaganda oblast affiliate of SCPP dated 04.03.2013 declared a reprimand to specialist of SCPP N.Zhumanov

 

 

Mrs.Sh.E. Alipbekova (SKO)

1.     Complain for late payment of special public allowances as mother of large family.   

SCPP (lower organization)
 

2 quarter, April

 

Protocol of South Kazakhstan oblast affiliate dated 10.04.2013.

By the order of the Director of South Kazakhstan oblast affiliate of SCPP dated 11.04.2013 No 26-Д declared serious reprimand to the specialist of SCPP department E.Orynbasarov, reprimand to the head of SCPP department B. Kozybayev 

 

 

Mr. N. Kalyev (Zhambul oblast)

 

Complain for late forwarding of pension affair under the request of Almaty city affiliate of SCPP

.

 

SCPP (lower organization)

3 quarter, September

Letter of Zhambul oblast affiliate of SCPP in RSBSE “SCPP” No  02-13/2855 dated 19.09.2013

By the order of Director of Zhambul oblast affiliate of SCPP dated 19.09.2013 No198-лс declared reprimand to specialist of SCPP department B. Sakhatov

 

Mrs. L. Syltankyzy (Kyzylorda oblast

 

Complain for late payment of maternity allowances.

SCPP (lower organization)

4 quarter, October

Protocol of Kyzylorda oblast affiliate of SCPP dated 24.10.2013

By the order of Director of Kyzylorda oblast affiliate of SCPP dated 25.10.2013 No159-ж  declared reprimand to specialist of SCPP department  W.Akhmetova

 

Mrs.C.C.  Tulentayeva

(Almaty city)

 

Complain for incompetency of employee while addressing for assignment of pension according to age and as mother of large.

 

 

SCPP (lower organization)

4 quarter, October

Protocol of Almaty oblast affiliate of SCPP dated 22.10.2013

By the order of Director of Almaty city of SCPP dated 06.11.2013 No311  declared reprimand to specialist of SCPP department  B.E. Zhantasova

 

 

Mrs. M.Y. Bespechnaya

(Almaty city)

 

Complain for late payment of maternity allowances.

SCPP (lower organization)

2 quarter, May

 

Act of official investigation of city affiliate of SCPP of Almaty city dated 28.05.2013

By the order of the director of SCPP of Almaty city No №123-Ж dated  21.05.2013 resigned from department of SCPP N.Kalyev

 

Mr.A. Tolepbergen (Almaty city)

Complain for incompetency of employee during rendering of services on maternity.  

SCPP (lower organization)

4 quarter, November

 

Letter from SCPP affiliate in Almaty city No 01-1/11720 dated 15.11.2013.

By the order of Director of Almaty city of SCPP dated 14.11.2013 No325-Ж  declared reprimand to specialist of SCPP department  G.D.Asylbayeva

 

A.N. Smirnov, 1970

Complain for violation of deadlines of public service rendering

Department of control and social protection in Karaganda oblast (public body)

 

2 quarter, April

 

Letter of Department  of control and social protection in Karaganda oblast No6-4/8405 dated 23.12.2013.

By the order of Head of the Department of control and social protection in Karaganda oblast dated 04.04.2013 No24/1 declared reprimand to chief of department MSA No 10 N.Y. Zubchik.

 

A.B. Gimro, 1998

Complain for violation of deadlines of public service rendering

Department of control and social protection in Karaganda oblast (public body)

 

4 quarter, December

 

Letter of Department  of control and social protection in Karaganda oblast No 6-4/8405 dated 23.12.2013.

By the order of Head of the Department of control and social protection in Karaganda oblast dated 20.12.2013 No98/1 declared reprimand to chief of methodology and control department of MSA I.Y. Ylyushin.

 

Ylahi Yram,

Complain for violation of deadlines of public service rendering

Department of control and social protection in Karaganda oblast (public body)

 

4 quarter, December

 

Letter of Department  of control and social protection in Karaganda oblast No 6-4/8405  dated 23.12.2013.

By the order of Head of the Department of control and social protection in Karaganda oblast dated 20.12.2013 No98/1 declared reprimand to chief of methodology and control department of MSA I.Y. Ylyushin.

 

D.I Klipenshtein, 2011

Complain for violation of deadlines of public service rendering

Department of control and social protection in Karaganda oblast (public body)

 

4 quarter, December

 

Letter of Department  of control and social protection in Karaganda oblast No 6-4/8405  dated 23.12.2013.

By the order of Head of the Department of control and social protection in Karaganda oblast dated 20.12.2013 No98/1 declared reprimand to chief of methodology and control department of MSA I.Y. Ylyushin.

 

Beksultan Kanatuly,

2009

Complain for violation of deadlines of public service rendering

Department of control and social protection in Karaganda oblast (public body)

 

4 quarter, December

 

Letter of Department  of control and social protection in Karaganda oblast No 6-4/8405  dated 23.12.2013.

By the order of Head of the Department of control and social protection in Karaganda oblast dated 20.12.2013 No98/1 declared reprimand to chief of methodology and control department of MSA I.Y. Ylyushin.

 

Mrs. K.Zh. Koshkarova (Almaty oblast)

Complain for incompetency of employee during rendering of services on public social mobility allowances.

SCPP (lower organization)

(4 quarter, December)

 

Letter of almaty city oblast affiliate of SCPP No 02-30/7062 dated 25.12.2013.

By the order of the director of Almaty oblast affiliate of SCPP No 58-ө dated 23.12.2013 declared reprimand to specialist of SCPP N.S. Nesipkaliyeva 

 

Mrs. B.U. Mambetova (SKO)

 

Complain for incompetency of employee during rendering of services on public social mobility allowances.

SCPP (lower organization)

(4 quarter, December)

 

Certificate of South Kazakhstan oblast of SCPP dated 12.12.2013.

By the order of the Director of South Kazakhstan Oblast affiliate of SCPP No

172-Д dated 13.12.2013 declared reprimand to specialist of A. Kulbatshe and Head of department K.Myrzakhanov.

 

Mrs. C. Utebaliyeva (Kyzylorda oblast)

 

Complain for incompetency of employee during rendering of services on public social mobility allowances.

SCPP (lower organization)

(4 quarter, December)

 

Letter of Kyzylorda oblast affiliate of SCPP dated 6-18/3413 dated 26.11.2013.

By the order of Kyzylorda oblast affiliated of SCPP No 173 dated 03.12.2013 declared severe reprimand to specialist Y.Baimbetova.

 

Table 4

 

Forecast of  level of the public satisfaction with the quality of

state services of social and labor sphere

for the next 5 years.

 

1. State services of social and labor sphere (services of the Ministry of Labor and Social Protection and Local executive authorities):

 

Forecast

2013

2014

2015

2016

2017

2018

% (level) of public satisfaction with the quality of state services

85,88%

85,96%

86,01%

86,13%

86,22%

86,31%

 

2. State services of social and labor sphere provided by the Ministry of Labor and Social Protection:

 

Forecast

2013

2014

2015

2016

2017

2018

% (level) of public satisfaction with the quality of state services

87,72%

87,81%

87,9%

87,98%

88,07%

88,16%

 

3. State services of social and labor sphere provided at the level of Local executive authorities:

 

 

Forecast

2013

2014

2015

2016

2017

2018

% (level) of public satisfaction with the quality of state services

84,03%

84,11%

84,2%

84,28%

84,37%

84,45%

 

Table 5

 

Information on results of respondents’ answers to the question:

«In which authority, to your mind, at the stage of documents submission service is provided to a good quality?»

(Services provided by Local executive authorities)

 

Region

In Public Service Center

In Social Protection Center

Astana

60,0%

34,46%

Almaty

60,3%

35,82%

Almaty oblast

55,17%

44,83%

Akmola oblast

89,45%

7,27%

Aktobe oblast

70,13%

25,47%

Atyrau oblast

72,27%

23,36%

East-Kazakhstani oblast

63,93%

30,6%

Zhambyl oblast

61,43%

37,14%

West-Kazakhstani oblast

11,19%

81,82%

Karaganda oblast

58,54%

37,8%

Kostanay oblast

42,39%

53,5%

Kyzylorda oblast

65,76%

32,12%

Mangistau oblast

75,75%

23,61%

Pavlodar oblast

70,91%

23,64%

North-Kazakhstani oblast

40,47%

48,84%

South-Kazakhstani oblast

55,47%

42,11

Average score*

59,57%

36,4%

 

       Table 6

 

 

Information on results of respondents’ answers to the question:

«In which authority, to your mind, at the stage of documents submission service is provided to a good quality?»

  (Services provided by the Ministry of Labor and Social Protection)

 

Region

In Public Service Center

In State Center for Pension Payment

Astana

5,81%

91,28%

Almaty

11,8%

83,85%

Almaty oblast

72,04%

27,01%

Akmola oblast

67,79%

23,22%

Aktobe oblast

2,94%

95,88%

Atyrau oblast

78,0%

17,33%

East-Kazakhstani oblast

53,97%

40,32%

Zhambyl oblast

33,96%

65,41%

West-Kazakhstani oblast

50,98%

46,22%

Karaganda oblast

45,63%

42,86%

Kostanay oblast

11,76%

82,75%

Kyzylorda oblast

19,41%

78,24%

Mangistau oblast

48,12%

50,72%

Pavlodar oblast

51,18%

48,82%

North-Kazakhstani oblast

36,03%

62,13%

South-Kazakhstani oblast

61,45%

35,74%

Average score

40,68%

55,74%

 

 

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