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REPORT on activities of the Ministry of Healthcare and Social Development in the matters related to rendering the state services in 2014

  REPORT

on activities of the Ministry of Healthcare and Social Development in the matters related to rendering the state services in 2014

 

 

General provisions

 

State services in the sphere of healthcare and social development are rendered at the central and local levels.

Ministry of Healthcare and Social Development of the Republic of Kazakhstan (hereinafter – Ministry), Control committee of medical and pharmaceutical activities (hereinafter – Committee) and its territorial subdivisions (hereinafter – departments of Committee), territorial subdivisions of Committee of labor, social protection and migration and local executive bodies of the oblasts, Astana and Almaty are the main service providers.

Mission of the Ministry: Gain in health of the Kazakhstan citizens by means of effective formation and implementation of the state policy, execution of the cross-sector co-ordination and state regulation of the service rendering in the field of healthcare. Protection of the labor rights, promotion of the productive employments and growth of the population wellbeing.

According to the Register of state services (taking into account the changes entered in February of 2015) rendered to physical and legal persons in the sphere of healthcare and social development 61 kinds of services are rendered including 25 rendered by central state authorities and 34 rendered by local executive authorities. Collectively by central state authorities and local executive bodies 2 services are rendered.  

Services in the social and labor sphere are rendered free of charge, in the sphere of healthcare 7 state services are rendered on a paid basis and 2 services are rendered both on paid and free of charge basis (Tables 5,6).

According to the Law of the Republic of Kazakhstan "On state services" for the current moment  54 standards of the state services are improved:

– in the social and labor sphere 30 standards are approved by decree of the Government of the RK #217 dated March 11, 2014;

– in the sphere of healthcare 24 standards are approved by decrees of the Government of the RK  #141 dated February 24, 2014, #142 dated February 24, 2014, #253 dated March 20, 2014, #562 dated May 28, 2014.

General information

 

Quality of the services

Services are rendered by

(central level)

Total

 

Сentral State authority

Local executive body

Local executive body / Central State authority

Central State authority

Public services center

Central State authority / Public services center (alternative)

MLSPP RK

30

11

19

0

3

1

7

MHSD

31

14

15

2

15

0

1

Total

61

25

34

2

18

1

8

 

 

Number of services in electronic format

Number of complaints (services of Central State authority)

Number of delays (services of Central State authority) 

Total

 

Central State authority

Local executive body

MLSPP RK

14

8

6

9

1

MHSD

20

13

7

-

7  847

Total

34

21

13

9

7 848

 

Statistics of the services

Name

2013

2014

In the social and labor sphere

 

Number of the services rendered

4 779 083

5 973 607

including via public service centers

18 673

9 350

Including electronic services

3 065 138*

4 586 040*

In the sphere of healthcare

 

Number of the services rendered

107 074

152 627

including those via public service centers

536

398

Including electronic services

14 945

86 626

Total

 

Number of the services rendered

4 886 157

6 126 234

including those via public service centers

19 209

9 748

Including electronic services

3 080 083

4 672 666

*-including partially automated services and requests in 2012. -50814, in 2013.- 9241, in 2014 – 7914.

2. Social and labor sphere:

Services at the central level are provided by the Ministry. For these purposes at the Ministry there is a department – Committee for control and social protection and in each sphere its territorial departments function.

To execute reception of citizens the State pension payment center was established  and already for 18 years admits documents from the citizens being a peculiar kind of for public service in the social sector with an extensive network of branches in the oblasts and offices in each district (city).

Almost all services rendered by the Ministry in relation to admission of documents are carried out on an alternative basis through the SCPP or public service center on choice of the service receiver.

In accordance with the Register of state services 30 types of services (table 1) are rendered to physical and legal entities among which:

- 11 services at the central level;

- 19 services at the local level.

As a rule the services at the local level are provided by district (municipal) departments of employment and social programs.

According to the Register of state services 30 kinds of services (table 1) are rendered to physical and legal entities among which: under the Law of the Republic of Kazakhstan "On state services" 30 standards of the state services in the sphere of social protection of population were approved in new edition on March 11, 2014 (Decree of the Government of the Republic of Kazakhstan No. 217) and are rendered to the population on a free of charge basis.

On April 1, 2014, 11 regulations for state services were approved by the Ministry order #139 on competence.

Services at the central level. From 11 services provided by the Ministry:

- 7 services may be requested by consumers at their own option to the public service center or SCPP;

- 1 service is provided directly via the public service center;

- 3 services due to their specifity are provided only via the state authority;

- on 7 services the opportunity to receive information about the amount of assigned benefit on the portal of e-government on condition of having the electronic digital signature by the citizens;

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

Services at the local level. From 19 services provided by local executive bodies:

- 15 services may be requested by consumers at their own option to the public service center or department of employment and social programs;

- 4 services due to their specifity are provided only via the state authority;

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

On the Ministry services being in demand

Annual growth in number of the service receivers in the sphere of social protection of population taking into account their social orientation confirm the being in demand among population. In 2014 to subordinate organizations of the Ministry  more than 5,9 million people addressed.

For recent three years number of the service receivers increased in 2,2 times.

The following services are included into the list of mostly being in demand.

 "Assignment of the benefits for the newborn and nursing" – number of requesting for this service constitute more than half of a million annually.  This service is included into the system of social support of motherhood and childhood. And it is not coincidentally that it turned out to be the most popular among the population. Since 2006, the country implemented a comprehensive system of support for families with children. the Law of the Republic of Kazakhstan "On state allowances to families with children", entered into force providing for the payment of a lump sum on the birth of a child, nursing benefits for the care of the child reaching the age of one year for all families, regardless of their income; allowance for under 18-year age for low-income families.

To implement instructions of the Head of State the amounts of mentioned benefits were increasing stage-by-stage. So in comparison with 2006 in 2014 the benefit for birth of the forth child and more increased in more than 6 times and constituted KZT 96953 (since 1.04.2014);  for the birth of first, second and third child  - in 3,7 times or KZT58 172 (since 1.04.2014); in average the increase of the benefit for nursing a child till one year age reaching increased in  more than 3,5 times in 2014 (since 1.04.2014);  its amount was equal to: for first child  - KZT10 668; second child  -  KZT12 612; third child  - KZT14 538; forth and more  -  KZT16 483.

As it is known since 2010 additional measures aimed at social support for families with many children are implemented:

- conditions of their awarding with "Altyn Alka" and "Kumys Alka" pendants are changed in part of decrease in established by applicable law number of children born and educated by mothers of many children for awarding  изменены условия их награждения подвесками «Алтын алқа» и «Күміс алқа» them with "Altyn Alka" pendant – from ten to seven and "Kumys Alka" pendant -  from eight down six children;

- amount of special state allowance for awarded mothers of many children increased in 1,5 times. In 2014 their number constituted KZT11 853 (since 1.04.2014)

Monthly the state service "Special state allowance" is received in the Republic annually by almost 1,3 million people.

According to statistics in 2014 number of those who received benefit as awarded mother of many children as compared with 2009 increased in more than 2,2 times and constituted in average 246 thousand people. Mainly those are mothers of many children awarded based on new procedure.

 In 2005 in Kazakhstan mandatory social insurance was implemented. It stipulated three kinds of social risks, exactly:

-        loss of ability to work;

-        loss of a breadwinner;

-        loss of the work.

Since 2008 this list was extended by payments for support of motherhood and childhood:

-        for the cases of income loss due to pregnancy and birth, adopting newborn child;

-        for a child nursing till reaching the one year age.

To receive the service "Assignment of social payments from the State fund of mandatory social insurance for the cases of social risks" more than 360 thousand people request annually.

It should be noted that among receivers of this service working mothers constitute more than 80 %. Only in 2014 about 165 applications for the social payment receiving due to pregnancy and birth, and also more than 184 thousand applications from working mothers for receiving social payment due to nursing of under 1 year age child were satisfied.

Introduce since 2010 the state service "Benefit for the person educating a child with disabilities" is provided to the parents for the term till the disabled child reaching 18-year age and its amount is equal to minimum salary.

As can be seen from the above, the Ministry's services are in the greatest demand by a category "families with children".

Implementation of the system of social support of families with children beneficially effected on the demographic situation and the birth rate increase in the country. So in 2003 in the country 248 thousand children were born, in 2014 number of newborn kids increased almost in 1,6 times and constituted over 400 thousand.

Services "Issue of information concerning entry and flow of funds of a pension saving fund depositor" continue to be in demand.  Last year 4,5 million people requested for these services.

Taking into account the high demand for state services, the Ministry is continuing to improve the quality of their provision and to ensure their availability for population.

2.1. Work with the service receivers 

To increase awareness of citizens on procedure of the state services providing of information technologies are widely used via which it is possible to get access to information about the development of social and labor sphere, its prospects, procedure of the state service provision and many other.

Internet recourse (IR) is the most important mass-communication tool making it possible to inform population rapidly and obtain feedback information concerning most urgent problems.

Today IR has become an integral and the most important component of the information and ideological work of the information space entities.

Currently, "web portal" of the Ministry has a user-friendly design and structure; intuitively understandable  system of the site management with delineated access to the various functions and materials is implemented; effective protection and integration of web portal to the Internet network is provided; It provides information support of regional departments of the Ministry; version for the visually impaired is introduced.

In 2014 number of inquiries to the web portal exceeded 6,9 thousand.

To obtain real picture of traffic ranking two counters of visits are posted. These are: Kazakhstan – zero.kz and Russian – mail.ru.

It is gratifying to note that IR of the Ministry day-by-day move up in the line of traffic ranking. Today zero.kz ranking our IR is among top five mostly visited IR  of the state agencies registered in the category of "state and society" and in mail.ru ranking in its category from among 865 internet resources of various countries it is in 11th place, and from among IR of Kazakhstan in mail.ru ranking it is in the first place.

In addition, on the Ministry website questionnaire survey of the site users on  the frequency of use of state services rendered by the Ministry in electronic format and satisfaction with completeness and availability of the information concerning e-services is introduced.

Questionnaire stipulates 2 questions:

How often you exercise state services in electronic format?

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

If we consider the survey results (as on 29.04.15) 53% of the voting participants  said  that they used  e-services "once a month", and 41% are satisfied with completeness and availability of information on electronic services and 20% are satisfied partially..

 

In 2014, the Ministry carried out the work on the standardization of state services in the social and labor sphere in accordance with the draft Register of state services to which the Ministry had made a number of changes.

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

So, after official approval of the Register of state services (decree of the Government of the Republic of Kazakhstan dated  February 9, 2015 # 45) 30 draft standards were available for the citizens on the web portal of "e-government", Internet resources of the Ministry and local executive bodies.

In the course of public discussion three proposals were submitted to the Ministry from users of state services but they were not accepted. They concerned the maters of:

- conversion of services on  lump sum for funeral to electronic format – taking into account this service specificity it seems to be impossible;

- conversion of service on registration as the unemployed to electronic format – this service is already provided via portal of "e-government";

- the possibility of submission of the not certified by a notary power of attorney  by the third parties for assignment  of benefits for under 18-year  children – this requirement is established to prevent the facts of intentionally false information submission for the purpose of causing harm to the applicant and protection of his rights and proving the original of power of attorney.

Reports on completion of the public discussion of draft standards of state services are posted on the Internet-resource of the Ministry: www.enbek.gov.kz, section "State services".

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

Next information resource Information Resource Centre "Contact - Center" was implemented in 2011. By calling to a free single short number 1411, you can get advice on issues of interest. Calls are accepted free of charge from all telephone numbers of the Republic of Kazakhstan and mobile telecom operators. In addition to phone call possibility is provided to apply to the Call Center via SMS messages, via email, through the official website WEB, WAP portals.

In total since the moment of creation 600 thousand requests were accepted from population. Within 2014 year  226 980 calls of the citizens, including 

- by phone 1411 – 197 603;

- SMS – requests on the vacancies availability – 21957;

- е-mail, web, wap –portals – 7420, were accepted.

 

Almost all issues of the population interest related to the provision of state services by the Ministry.

Also in the last year  concerning the state service rendering the articles were published  in newspapers and other print publications and  appearances on radio and television were made on a systematic basis.

2.2. Activities on improvement of processes for rendering of the state services

On results of automation and optimization of the state service rendering

Quality of the social services provided to the population is inextricably associated with the information support. Raising of public awareness, increased accessibility and ensuring transparency of social services rendering, reduction of paper documents and prevention of bureaucracy, accelerating the processes of assignment and execution of social payments, improving the monitoring and forecasting development of social sphere,  optimization and improving efficiency of social risk management depend on that.

Already by 2008, the Ministry had implemented a wide range of actions aimed at the development and use of information and communication technologies in various fields of activities.

Fundamentally new technology for the arrangement of personified accounting and execution of basic and insurance payments with using the electronic data is implemented; centralized database of recipients and depositors, as well as database of persons with disabilities are created. Automated system for assignment of social insurance payments is used, electronic archive of pension and benefit receivers is under formation

Having sufficiently high level of the processes' informatization in solidary and pension saving systems and social insurance system, the Ministry has set itself the task targeted to information support of such areas as labor relations, employment, social support and assistance.

So, since 2009 creation of Unified information system of social and labor sphere (hereinafter - UISSLS) was started and since 2013 in all regions of the republic the Ministry implemented new information subsystems of  UISSLS acting in local executive bodies in real time mode and combining in itself new approaches to the accounting, monitoring and forecasting.

Effective use of information technologies in our sphere made it possible for us to automate our functions and to develop electronic services.

As it was already mentioned above the Ministry via the web portal of "electronic government" provides 7 electronic state which stipulate obtaining information on the result of the service rendering (sum of the granted allowances, the group type established for the, etc.). In 2014, the number of people applied for e-services amounted to over 4.5 million people that is 5.8 times exceeds the number of those who applied in 2012.

For the purposes of enhancing the processes state services rendering the  Ministry continues to develop electronic services. So, jointly with the RK Agency for Communications and Information and the concerned state authorities implement 14 plans approved by the Government of the RK and aimed at optimization of the business processes, reducing the number of documents required by the population in the provision of public services required from the population for the state service receiving.

 Implementation of the plans and upgrading of the existing information systems carried out in this regard,  ultimately, will make it possible to reduce paper work, speed up the taking and implementation of appropriate solutions. Paper media, their collection and submission will be replaced by quick information obtaining from the integrated information systems of the  concerned government agencies.

Assignment of welfare payments for citizens will be carried out through web-portals. At that from a person it will be only required to specify the individual identification code (IIN) to activate the mechanism of the service on assignment.

These works resulted in the following:

1. 4 electronic services were introduced in 2014:  

- Issue of appointment cards to the persons for participation in active forms of employment promotion;

- Assignment and payment of social assistance to certain categories of citizens in need based on decisions of local representative bodies;

- Registration of the unemployed citizens;

- Assignment of benefits for childbirth and child nursing.

2. Modernization of the MLSPP IS and its integration with IS of the concerned state authorities (providing information for assignment of the services of the social protection sphere) were completed due to what in pilot operation the following services were launched: 

- Assignment of the state basic pension payment;

- Assignment of the state social benefit by age, loss of a breadwinner.

- Assignment of the targeted social assistance;

- Assignment of the benefits for children under18 years age.

3. Statutory legal improvement of the state services rendering including considering the implementation of e-services.

As it was already noted in the report for 2013, on January 8, 2013, the Law of the Republic of Kazakhstan "On amendments and additions to some legislative acts of the Republic of Kazakhstan on optimization and automation of socially important state services" was adopted. The Law reflects the automation and optimization of processes for rendering the following services:

- Registration of the unemployed citizens;

- Issue of appointment cards to the persons for participation in active forms of employment promotion;

- Assignment of social assistance to certain categories of citizens in need based on decisions of local representative bodies;

- Assignment of benefits for the childbirth and childcare;

- Assignment of government benefits to families with children of under 18 years age.

To implement  this Law, as well as the Law "On state services" the state service standards of social protection sphere were developed and approved in 2014. Among them in 14 standards the list of documents was optimized giving the possibility of obtaining the necessary information from the information systems of state bodies. This is basically the following documents:

- document confirming the guardianship establishing;

- document confirming the registration of the place of residence;

- document containing information on the bank account number in the organization authorized to issue allowances;

- Identification document;

- Birth certificate;

- Marriage certificate.

It should also be noted that concerning the above four services available since 2013 (2013-  pilot, and in 2014 - implemented) on the portal of e-government, it is required from the applicant only having electronic digital signature and IIN, i.e. all other documents are optimized at the level of statutory legal act (SLA) and replaced by the provision of data from information system.

Work on improving the SLA for state services continued in 2014 and as a result, to improve the quality of state services rendering on March 17, 2015 under # 293-V the Law of the Republic of Kazakhstan "On amendments and additions to some legislative acts of the Republic of Kazakhstan on optimization and automation of public services in the social and labor sphere " within the framework of which it is provided for the reduction of the required documents and terms of the state services rendering was adopted.

According to the Law of RK amendments and additions were made to the Law of Kazakhstan "On pensions in the Republic of Kazakhstan", "On state social benefits for disability, survivor and age in the Republic of Kazakhstan", "On Compulsory Social Insurance", "On State Special benefits to persons who worked in underground and open cast mining, in jobs with especially harmful and especially heavy working conditions or work in hazardous and difficult working conditions" in terms of automating the provision of public services for the following:

- Assignment of the state basic pension payments;

- Assignment of the state social benefit by age;

- Assignment of social payments in cases of social risks: loss of employment; loss of income due to child nursing till his reaching the age of one year.

Also, taking into consideration the developed IT infrastructure in the social and labor sphere, currently the issue is elaborated concerning the merger of a number of services for the disabled in one composite service, as a result for receiving about 7 kinds of services, it will be enough for a person with disabilities to apply once to the Department of medical and social assessment where at establishing  the disability he may immediately apply for other kinds of services at local and central level. These rules are also reflected in the above Law.

4. High development of information systems of the Ministry makes it possible to automate services also for other state bodies, as it provides them in an electronic format the information about the status of socially vulnerable categories, these are 12 services of the Ministry of Education and Science, the Ministry of Agriculture, Ministry of Inner Affairs etc .

- Registration of citizens of the Republic of Kazakhstan at the place of residence;

- Removal from the register of citizens of the Republic of Kazakhstan at the place of residence;

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

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

 - Registration of preschool children (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;

- Preparation of documents for social support of orphans and children left without parental care;

- Registration accounting of individual entrepreneur, private notary, private bailiff lawyer;

- The registration and order of citizens in need of housing from public housing or housing is rented by the local authorities in the private housing stock;

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

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

- Admission of documents to provide free meal to certain categories of students and pupils in secondary schools

Measures aimed at professional development of the employees in the sphere of the state service rendering 

In the territorial departments of the Committee for Labor, Social Protection and Migration (Committee), as well as in the offices of the SCPP events aimed at improving the quality of state services are systematically carried out

During the last year to improve the quality of state services rendering 4 conference calls with participation of employees  of territorial departments of the  Committee and oblast branches of the SCPP were held to clarify provisions of the Law of the Republic of Kazakhstan "On state services" and applicable standards and regulations.  

At the same time to territorial departments of the Committee recommendations on peculiarities of e-services were sent.

Every year in SI "Professional development courses of MHSD" training is provided to employees of subordinate organizations of the Ministry. In 2014 year, 218 specialists of the territorial departments of the Committee of MLSP were trained and tested, including 35 deputy heads of medical and social assessment (MSA) and the heads of departments of the methodology and control of MSA and 183 specialists. The training program includes the following topics: "The system of social protection. The quality of state services in terms of assignment of pension and social payments from SCPP "; "Topical issues of medical-social examination and rehabilitation of persons with disabilities" and other themes.

In addition, in 2014 in order to prevent violations of the standards and regulations of the state services 3402 technical trainings, 2906 workshop- meetings, roundtables, briefings and conferences were conducted in the regions by oblast branches NCPP.

The Ministry also arranges training for local executive bodies.

From May to August 2014 work was carried out by JSC "IAC PL" to monitor the activities of employment centers, work of experts in IS "Employment", videoconferencing equipment and the formation of Employment Road Map 2020 using the new method. So all oblasts Astana, Almaty (107 districts and towns, 65 rural districts) were visited, practical and methodical assistance in clarifying the issues of employment was provided.

Totally there were conducted 100 workshop - meetings with participation of deputy akims, akims of oblasts, districts and cities, heads of departments of coordination of employment and social programs, heads of employment centers, akims of rural districts. The total number of attendees constituted more than 1,200.

Within the framework of this campaign (since 23.03through 10.04. 2015) under title "Train "Menin Kazakhstanym" 7 seminars meetings were held in the regions devoted to the issues of  implementing the ERM -2020 and work of the employment departments and Employment centers as the period  before adoption of the new law "On Employment". About 300 specialists of employment.

In addition, since 19.03 through  01.04. of this year remote training for akims of rural districts and employment centers was held.

The training program included the following issues: familiarization with the ERM - 2020 program , updating, innovation, specifying details of the Roadmap - 2020 and other changes in the regulatory documents on employment issues. From among 2441 the current akims  of rural districts training course was attended by 2383 akim, i.e.about 98%. Also, the training covered 1804 people. Specialists of the employment center of, which accounted for about 100% of the total number of full-time professionals of EC.

Measures have been taken to train specialists in the sphere of social protection which are directly involved in rehabilitation of people with disabilities and the social services rendering.

On April 15, 2014, Ministry took part in Internet-avenue.

There was a discussion panel for persons with disabilities, in the course of which the internet-potential of these people having unlimited opportunities was demonstrated. This new information projects are aimed at providing consultations and training through webinars (learning via the Internet), and service of online of sign language translation.

Projects are developed by public organizations created by persons with disabilities.

Also on the discussion panel the activities of Ministry which in this area conducts great information and explanatory work with population by means of  IT – technologies were discussed.

On May 11, 2015 on the basis of the East - Kazakhstan oblast a meeting was held with the public in the region where the draft Law "On amendments and additions to some legislative acts of the RK on issues of protection of the persons with disabilities" was presented  and also the  answers to questions on state services rendering for the persons with disabilities were given.

On October 15-19, 2014 the Ministry took part in the international conference, which was held in Almaty on topic "Promotion, monitoring and implementation of the UN Convention " On the Rights of Persons with Disabilities",  employment, involvement in professional life and participation in the labor market of the people with disabilities  in the CIS, other post-Soviet and the European Union countries"

At the conference NGOs from all post-Soviet countries were represented, the Chairman of the International Union of Organizations of the Persons with Disabilities, as well as a delegation from Germany under the leadership of the deputy took part in the event.

At the meeting, the Ministry told about the work done to improve the quality of life of the persons with disabilities, to improve social services for persons with disabilities and conditions created for ratification of the Convention on the Rights of Persons with Disabilities in the country.

2.3. Control over quality of the state service rendering

In 2014 the Committee of Labour, Social Protection and Migration within the framework of internal control conducted methodological testing of quality and timeliness of the public services delivery of, timeliness of payment, the procedure of MSA and implementation of individual rehabilitation programs for the persons with disabilities  in the Aktobe, Atyrau, Mangistau, Kostanai, Pavlodar oblasts. At the final meeting of the Ministry on February 16, 2015 the results of execution by territorial departments and SCPP offices recommendations elaborated in the course of testing were reviewed

In accordance with the order of the Chairman of the Republic of Kazakhstan Agency for Civil Service Affairs of July 26, 2013 # 06-7 / 106 quarterly monitoring of the rendered service quality is conducted.

In the reporting period, 10 complaints of the service receivers 9 of which related to the quality of state services and 1 – due to breech of the established timelines were recorded. The main reason for breech of timelines for state services rendering: the incompetence of staff (Table 3).

Causes:  66% of the complaints (6 cases) - non-compliance with the standard procedures, 30% (2 facts) - non-observance of ethics, 1 case - the unjustified refusal in submitting documents. With regard to the guilty employees disciplinary measures were taken in the form of:

6 – remark

6 - reprimand,

2 - severe reprimand.

In relation to the guilty employees disciplinary measures were taken in accordance with the applicable laws. 18 employees of subordinate organizations of the Ministry are disciplined.

According to the results of  evaluation of the state service quality in 2014 carried out by the Agency of the Republic of Kazakhstan for Civil Service Affairs, the Ministry is  awarded with 73.69 points, that is by 8.43  points higher as compared with the assessment results in 2013.

Given that in the assessment criteria the degree of automation of services of local executive bodies was included, the main reason for the loss of points was the lack of the certain services conversion to electronic format at the local level, but this is primarily due to the specificity of these social services. However, in some cases, for some services (despite the readiness of the information systems of the Ministry to obtain information from the public authorities to provide public services) some public authorities are not ready for full integration, which in turn slows down the process optimization and automation.

Results of the public monitoring of the state service rendering quality

In the reporting period, the Center for Research SANGE conducted public monitoring of the state services quality including monitoring which covered service of the social and labor sphere "Assignment of benefits for childbirth and child nursing"

Appropriate recommendations were given. Here are some results of the monitoring.

Average time of waiting for the state service receiving

 

Time of waiting in turn at submission of papers

Time of waiting in turn at receiving results

Average data on the service in whole

22 minutes

23 minutes

Time in SCPP

32 minutes

30 minutes

Time in public service center

16 minutes

18 minutes

 

Grade point average per separate components of indices of the state service quality (of 10)

 

Indices of the state service quality

Grade point average

Awareness

 

Assessment of satisfaction with information concerning the state service

8,4

Assessment of satisfaction with additional explanations

8,3

Availability

 

Assessment of the state service availability according to its cost

 

Assessment of the state service availability according to its technical complexity

8,7

Assessment of the state service availability depending on social status

8,7

Servicing

 

Assessment of professionalism and competence

8,5

Assessment of politeness and agreeableness

8,7

Assessment of servicing speed

8,4

Procedure

 

Assessment of the procedure clarity

8,7

Assessment of rationale for number of instances

8,5

Assessment of rationale for number of documents

8,4

Result

 

Assessment of timelines for the result receiving

8,2

Assessment of compliance with the standards of service rendering

8,9

Share of documents issued free of errors (%)

93,4%

 

It should be noted that the Ministry takes measures to reduce administrative barriers for rendering of the  services, as well as the eradication of conditions facilitating the appearance of corruption risks.

This service is now available to consumers also on the portal of "electronic government" in the public service center and directly in SCPP.

In the reporting period public monitoring of the National Chamber of Entrepreneurs of Kazakhstan was held, 30 public services, including the "Issuance, renewal and extension of permits to foreign workers for employment and to employers for attracting foreign labor force to carry out work in the territory of the respective administrative-territorial unit" were covered  . The questionnaire survey showed that in the whole country satisfaction with the quality, timeliness of this service is met among 61.5% of respondents.

NPP was given recommendation to exclude from the list of documents required for this service - a notarized copy of the permission; this  recommendation adopted by the Ministry for operation and accounted in the draft standard under development.

It should be noted that in 2013 also the  study "Evaluation of the state services quality rendered by the Ministry of Labor and Social Protection of the Republic of Kazakhstan populationin the context of regions with involvement of non-governmental organizations" was held.

As a result 8800 respondents were interviewed in 16 regions of the country. The share of respondents living in rural areas constituted 51%.

According to the results of the conducted study, assessment of the level of public satisfaction with the quality of public services of social and labor sphere constituted 85.88%, while satisfaction with the services of the central level amounted to 87.72%, at the local level - 84.03% (Table 4).

Also, as of current date the recommendations given based on the study data are performed  in relation to inexpedient service provided to the persons with disabilities via public service centers because for the receipt of compensatory funds the persons with disabilities will have to go to a state body again. These are the following services:

1) Preparation of documents for the disabled persons to get free prosthetic and orthopedic care;

2) Preparation of documents for the disabled persons to provide them  with Surdo-typhlo-technical and obligatory hygienic means;

3) Preparation of documents for the disabled persons of the first group having difficulty in moving to provide them with personal assistant services and professional sign language interpreters for the hearing impaired;

4) Preparation of documents for the disabled persons to provide them with wheelchairs;

5) Preparation of documents for the disabled persons to provide them with sanatorium-resort treatment.

It is already reflected in the Register of public services.

3. Sphere of the healthcare

According to the Register of state services being applicable in 2014, 30 health care services are rendered to individuals and legal entities, of which 16 services at the central level are: in medical activities - 9 services, pharmaceutical - 7;  at the local level - 15 health care services, one service in the field of education is rendered at the central and local levels.

Generally, services are provided at the local level are provided by healthcare management bodies of the relevant region.

In 2014, the Ministry standardized 25 state services which are included in the Register in September, 2013 and approved by following statutory legal acts:

- Service standards in the field of medical activities - approved by the decision of the Government of the Republic of Kazakhstan of February 25, 2014, #141;

- Service standards in the field of pharmaceutical activities - approved by the decision of the Government of the Republic of Kazakhstan of February 26, 2014, #142;

- Standards of health services - approved by the decision of the Government of the Republic of Kazakhstan of March 20, 2014, #253;

- Standard of the service "Issue of documents for training, advanced training and retraining of the personnel in health care industry" - approved by the Government Resolution of May 28, 2014 #562

In relation to the new 5 services included in the Register in May 2014 (Presidential decree dated 27.05.2014,  #553), standards have been developed in a timely manner and passed the stage of public discussion, however, due to the division of powers, reorganization of the state bodies (Presidential Decree Kazakhstan of August 25, 2014, #898 "On measures aimed at division of powers between levels of state management of the Republic of Kazakhstan") the approval of new service was postponed until the new Register of state services will be approved (new edition is adopted by the PP RK of 09.02.2015, #45).

 Reference: 5 new health care services:

- "Issue of a medical statement by organization that provides primary health care"

- "Issue of the sheet of temporary disability by a medical organization that provides primary health care"

- "Issue of temporary disability sheet by a medical organization that provides primary health care"

- "Issue of an extract from the medical record of the inpatient"

- "Issue of approval (of permission) for the import into the territory of the Republic of Kazakhstan and export from the territory of the Republic of Kazakhstan of hematopoietic stem cells, bone marrow, in the case of their movement with the aim of unrelated transplantation, as well as samples of cells, tissues, body fluids and secrets, including Among the products of human activity, physiological and pathological secretions, swabs, scrapings, swabs designed for diagnostic purposes or received in the course of biomedical research. "

According to legislation in the sphere of state service rendering the  regulations of state  services are developed  by the service providers. Regulations are approved within one month from the date of approval of the state service standards.

The Ministry competence in 2014 consisted in development of  16 regulations of state services, from among them 9 - in the field of medical activity, 6 – in pharmaceutical activities and 1 in education which are approved by the following regulatory acts:

- Regulations from the sphere of medical activity – approved by the order of Ministry of Healthcare of the Republic of Kazakhstan dated March 19, 2014. #144;

- Regulations in the sphere of pharmaceutical activities - approved by order MH RK dated March 26, 2014 № 153.

- Regulations of the service "Issue of documents for training, advanced training and re-training  of the health care industry personnel" approved by the order of the Ministry of Healthcare of the Republic of Kazakhstan dated June 23, 2014, #333.

From among 30 health care services 7 services are rendered on a fee basis (6 services at the local level, 1-central); 2 services are both paid and free of charge.

Services at central level. From among 15 services provided by the Ministry:

- for 13 services the users may apply with the documents at own option to portal of "e-government" or to the service provider (Committee department);

- 1 service is provided at own option of the service receiver at applying to PSC or portal of the "e-government", if a citizen has the electronic digital signature (hereinafter - EDS);

- 1 service is available only through the Ministry;

- 2 services introduced within the framework of the Customs Union Agreement and are new (Table 5).

Services at the local level. From among 14 services provided by the local executive bodies:

- for 3 services the users may apply with the documents at own option directly to medical organization or portal of the "e-government";

- for 8 services due to their specificity the service receivers can address only to the medical organization;

- rendering of 2 services is provided for via PSC, portal of the "e-government" and directly to the service provider;

- 1 service is provided by organizations of medical/pharmaceutical education subordinate to local executive bodies;

- 1 service is provided by the healthcare management bodies and is available on the portal of the "e-government" (Table 6).

At the central and local level:

- 1 service due to its specificity is provided by organizations of medical/pharmaceutical education subordinate to the Ministry and local executive bodies

 One service "Issue of documents for training, advanced training and re-training  of the health care industry personnel" is rendered.

On the Ministry services being in demand.

The annual growth in the number of beneficiaries of health services confirmed their demand among the population. In 2014, for health services provided at the central level 152,627 people has addressed against 107,074 services rendered in 2013.

Among the most popular services, 2 services may be distinguished at the central level:

1) "The issuance of the certificate, without assigning a specialist qualification category" - the number applying for this service is about 50 thousand people annually. As a result of this service, employees receive medical specialist certificate for a period of five years, which is a permissive document and allows the worker's medical clinical practice (work with the patient).

 2) "The issue of the certificate with the assignment of specialist qualification category" - for this service each year around 30 thousand people apply. This service is rendered within the framework of the qualifying examinations on a voluntary basis with the issue of the certificate with the assignment of qualification category (the highest, first, second). The procedure for conducting qualification examinations regulated by the order of Acting Minister of Health dated November 6, 2009, #661.

Services of pharmaceutical activities, as a rule, are received by the entities of the pharmaceutical business, in order to conduct business.

3.1. Work with the service receivers

In order to increase awareness of citizens on the provision of public services information technologies are widely used through which it is possible to get access to information about the development of public health and its prospects, Internet recourse (IR) is the most important mass-communication tool making it possible to inform population rapidly and obtain feedback information concerning most urgent problems.

Today IR has become an integral and the most important component of the information and ideological work of the information space entities.

Currently, "web portal" of the Ministry has a user-friendly design and structure; intuitively understandable  system of the site management with delineated access to the various functions and materials is implemented; effective protection and integration of web portal to the Internet network is provided; It provides information support of regional departments of the Ministry; version for the visually impaired is introduced.

As noted above, in 2014 the Ministry carried out the work on the standardization of public health services in accordance with the requirements of the new law "On state services."

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

So, 25 draft standards were available for the citizens on the web portal of "e-government", Internet resources of the Ministry and local executive bodies.

In the course of public discussions there were no proposals on standards submitted to the Ministry by users of public services, therefore, consumers supported the position of the Ministry stipulated in the standards.

Reports on completion of the public discussion of draft standards of state services are posted on the Internet-resource of the Ministry.

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

Reports on completion of public discussions of the state service draft standards are poste in the internet resource of the Ministry.

Also in the past year on the provision of public services, the meeting seminars, "round tables", briefings, conferences and other events were held to raise awareness of the service receivers on the procedure for public services (98 events)

3.2. Activities aimed at improvement of the processes for the state service rendering

On results of automation and optimization of the state service rendering

Quality of the social services provided to the population is inextricably associated with the information support. Raising of public awareness, increased accessibility and ensuring  transparency of social services rendering,  reduction of paper documents and prevention of bureaucracy, accelerating the processes of assignment and execution of social payments, improving the monitoring and forecasting development of social sphere,  optimization and improving efficiency of social risk management depend on that.

Ministry stag-by-stage carries out work on the services conversion to electronic format, namely:

- In 2012, services for licensing the medical and pharmaceutical activities were fully automated. Since April 2012, licenses are issued in electronic form, through the portal of "electronic government".

- From 2012 the service "Attaching to the medical organization providing primary care" is rendered in electronic format across the country, the services "Call a doctor to home", "Appointments to the doctor," are in a pilot project in Astana and Akmola region.

- From July 2013 a service for conducting qualifying examinations (without/with awarding a category ) is rendered in automated form via portal of "electronic government".

Since December of  2014 the services on the forensic experts certification, accreditation of  the healthcare entities and independent experts, the health workers, coordination of import / export and registration of medicines, medical devices and medical equipment, the licensing on import to the territory of the Republic of Kazakhstan and (or) export from the Republic of Kazakhstan  of organs (part of organs), and (or) human tissue, blood and its components have been  fully automated.

Thus, as of the end of 2014 in the sphere of public health 19 services were available in electronic form, of which: 13 services are at the central level, 6 services are the local level.  

In 2015 it is planned to provide fully electronically 1 more service - "Issue of the approval (of permission) on the import into the territory of the Republic of Kazakhstan and export from the territory of the Republic of Kazakhstan of hematopoietic stem cells and bone marrow, as well as samples of cells, tissues, body fluids and secrets, including the products of human activity, physiological and pathological secretions, swabs, scrapings intended for diagnostics or obtained in the course of  biomedical research in the case of their movement with the aim of unrelated transplantation".

According to the register 11 services are rendered in paper form among which - 3 services are rendered at the central level and 8 services – at the local level.

The Ministry optimized annually the procedure for providing public health services by reducing the time for issuing permits and the number of requested documents.

Thus, in comparison with 2011 timelines of services decreased by 60% (25% annually), the number of required documents decreased by 53% (annual rate of 39%) (Table 7)

3.3. Control over quality of the state service rendering

In accordance with the order of the Chairman of the Republic of Kazakhstan Agency for Civil Service Affairs dated May 4, 2013, #06-7/63 quarterly monitoring of the rendered service quality is conducted.

 As part of the internal control on the quality of public service delivery the Ministry conducts monthly monitoring of the  service quality (timeliness of their rendering etc.). Thus, in the reporting period there were no complaints for services provided by the Ministry, the Committee and its territorial divisions, and violations of the standards and regulations of their delivery recorded.

In 2014 in health care were only 152 627 services, including through the CHS - 398, through the portal of "electronic government" - 86 626. A seminar-meeting "round tables", briefings, conferences on the quality of public services - 98.

The index rating among central government agencies has a positive trend, so the results were: in 2010 – 23 place, in 2011 - 22 place, in 2012 - 13, 2013 - 7 out of 23 CGO. In 2014 (after the merger of two ministries - public authority awarded 73.69 points).

         Results of the public monitoring of quality of the state service rendering.

In 2014 National Chamber of Entrepreneurs conducted analysis of the degree of the users' satisfaction with the state services rendered, including that on the  service "State registration, re-registration and amendments to registration dossier of medicinal products, medical devices and medical equipment." As a result, 175 respondents – businesses entities in 16 regions of the country were interviewed.

According to the results of this service the study  it was found out that 85.2% are satisfied, respectively 14.8% of respondents are not satisfied,.

With the purpose to improve the procedure of the service rendering  and exclusion of corruption risks, reducing administrative barriers for businesses, including the optimization of service  the Draft Law of the Republic of Kazakhstan "On amendments and additions to some legislative acts of the Republic of Kazakhstan on health care" was amended in part of  removal examination of medicines, medical products and medical equipment to the safety, efficacy and quality of drugs, medical devices and medical equipment held by the state expert organization (RSE on REU "National Center for Expertise of medicines") from the procedure of this public service. Currently this examination procedure is one of the stages of the service rendering.

Upon the entry of specified  amendments into force the Ministry plans to make relevant changes in  the standard and regulations of the state service after what the service will be provided in electronic format, the timeline of the service  rendering - 10 working days. The documents required:

1) a request in the form of electronic document certified by electronic digital signature by the service receiver;

  2) an electronic copy of the payment document confirming payment of the amount of the registration fee (except for payment through PGEG);

3) electronic copy of the opinion of the state expert organization.

Also in 2014, in the framework of public monitoring of the Centre for Research "Sanjay" an analysis of the most popular services of health "Issuance of the certificate without assigning a specialist qualification category."

Survey of respondents in this service was conducted with the assistance of the departments of the Committee were questioned 372 respondents in 15 regions. According to the types of settlements sample of respondents was distributed as follows - in regional centers - 57.6%, small cities - 20.3% -22.1% regional centers surveyed.

Thus, analysis of the process of service provision showed that the assessment of the main indicators of quality of service high enough. With an overall satisfaction score of 8.2, the highest estimate was the result of services - 8.3 points, and the lowest score is given information -7.7 points. Degree of corruption absence in the state body - 7.7 points.

It should be noted that the Ministry is taking measures to reduce administrative barriers to the provision of services, as well as the eradication of conditions conducive to the appearance of corruption risks.

4. Prospects of further effectiveness and raising satisfaction of the service receivers with the quality of service rendering.

In the Strategic Plan of Development of Kazakhstan till 2020 the goal to ensure conversion of at least 50% of socially important state services to electronic form as part of "e-government" and "electronic akimat" program is determined.

In 2015-2016 together with the Ministry on Investments and Development preparation for the implementation of electronic composite service which involves pooling 9 kinds of services will be completed; corresponding law was adopted in March of this year

Today, to establish disability of the person becomes first service of the MSA. Further, in case of disability establishing - to the SCPP for assignment of state social benefits and then - to the local executive bodies for the provision of technical means or receiving social services.

Instead of that, the composite service will make it possible to request for state services to a single entity - service of the MSA. In the event that the person is established disability, and it will be registered in a central database of persons with disabilities, it documents in an automated mode, go to the SCPP and local executive bodies for the purpose related benefits and social services.

Besides, with the purposes to improve quality and transparency of the rendered services in 2015-2016 system of video surveillance is planned to be implemented in all SCPP subdivisions (city/districts), as well as in  big cities of the oblasts – system of electronic turn, i.e. as applicable

Moreover, the Ministry plans to transfer a series of services to non-governmental organizations to provide on an alternative basis through the HS. For example, the Ministry present a proposal for the transfer of service "Issue of the certificate of accreditation to individuals to conduct an independent examination of activity of health" in the accredited independent associations.

A number of services in pharmaceutical activities, namely: "The state registration, re-registration and amendments to registration dossier of medicinal products, medical devices and medical equipment," Issue of a permit for pre-clinical (non-clinical) studies of biologically active substances", "issue of a permit for clinical research and (or) pharmacological tests and drugs, medical devices and medical equipment "is scheduled to provide an alternative basis through the PSC.

Also, the Ministry reviewed the procedure of qualifying examinations carried out within the service "Issuance of Certificate without assigning a specialist qualification category", "The issuance of the certificate with the assignment of specialist qualification category." Thus, from the second half of this year health workers to obtain the certificate will be evaluated by a specialist knowledge and practical skills in an accredited independent entity.

At an expanded meeting of the Collegium of the Ministry, the Minister announced 10 practical steps to improve the quality of services provided to the population, developed and approved by the Minister of the corresponding road map and this work has already begun to be implemented . These are the  following steps.

First

- till the July 1, between the oblast akim  and the Ministry memorandums will be signed on  creation of patient support services and ensuring its effective operation will be signed. Memorandums will stipulate:

- Operation of "hotlines";

- Posting at the reception, waiting room, doctor's offices and other patients'  waiting places the  information about phone numbers of "hotlines";

- Staffing of the patients support services by competent and responsible medical professionals capable of solving emerging issues of patients;

Second

- starting from April in medical institutions having automated work stations of medical workers filling of documents on paper will be suspended, except for the ambulatory patient cards;

Third

- till the end of this year 70% of organizations rendering services on assignment of pensions and benefits and establishing the disabilities will be adapted to needs of the persons with special needs;

Forth

-  from May of the current year jointly with Kazpost and mobile PSC for the citizens living in the remote settlements the admission of document for assignment of pensions and benefits, establishing disability by MSA service with going to places of residence  will be arranged;

Fifth

- for people with disabilities of  first and second groups the home delivery of all types of rehabilitation equipment, except for orthopedic products will be arranged;

Sixth

- Before the end of the year conditions will be created for persons with disabilities to obtain services for the establishment of disability and benefits assignment and to receive additional social support from LEA in the SW of medical and social services of the Ministry;

Seventh

- From May 1, online support service will be organized to provide psychological assistance and consultations for parents having children with disabilities;

Eighth

- From March 15 to inform the public concerning participation in ERM - 2020 and preparing the necessary documents for this with a trip to the place of residence of citizens  mobile teams will be form from among the employees of the territorial departments of the Committee of Labor and Social Security and the Employment Centers of LEA;

Ninth

- From April 1 of current  year, the assignment of social payments for loss of employment to the SSIF participants of compulsory social insurance system will be carried out automatically when they are registered as the unemployed;

Tenth

- Within the year  all participants and invalids of the Great Patriotic War will be provided with medical care and rehabilitation services in subordinate organizations of the Ministry.

 

Executive Secretary                                     A. Kurmangalieva

 

 

 

 

 

 

Information is prepared by:

 

Director of the strategic development

Development of MHSD                                                                                A. Kairbekova

 

Deputy Chairman of the Comettee

of control over thr medical and pharmaceutical

activities of MHSD                                                                                      R. Nurmukhanov

 

 

Table 1

Services at the central level  

 

 

Name of the service

Body to execute the documents submission

Body to render the service

Partially automated*

Fully automated

 

1.

Assignment of the state basic pension payment

SCPP

PSC

TD KKSZ   ***

+

+

2.

Assignment of the state social benefits for disability, loss of a breadwinner and by age

SCPP

PSC

TD KKSZ 

+

 

3.

Assignment of the special state benefits

 

TD KKSZ 

+

 

4.

Assignment of social payment for thecases of social risks: loss of ability to work, loss of a breadwinner; loss of income due to pregnancy and childbirth; loss of incomes due to adoption of a newborn child (children); loss of income due to a child nursing till he reaches the age of one year

SCPP

PSC **

TD KKSZ 

 

 

5.

Assignment of benefits for a child birth and nursing

    SCPP                                                                SCPP

     PSC                                                                 PSC

 

TD KKSZ 

+

+

6.

Assignment of special state allowance

SCPP

PSC

TD KKSZ 

+

 

7.

Assignment of benefit for a mother or a father or adopter, guardian (trustee) educating the disabled child

SCPP

PSC

TD KKSZ 

 

 

8.

Establishment of disability and/or degree of the loss of ability to work and/or determination of the required measures for social protection

TD KKSZ 

TD KKSZ 

+

 

9.

Assignment of pension from the authorized organization

SCPP

 

TD KKSZ 

+

 

10.

Assignment of lump sum payment for funeral

SCPP

 

TD KKSZ 

 

 

11.

Issuing information concerning the entry and flow of the pension saving fund depositor

PSC

SCPP

 

 

+

 

 

 

 

 

 

* opportunity to obtain information concerning the assigned sum of pension for EGP

** - except of income loss due to pregnancy and birth; loss of income due to a newborn child (children) adoption of the newborn child; loss of income due to a child nursing till his (her) reaching age of one year

*** - Territorial body –subdivision of the Committee for Control and social protection in MLSPP

 

 

 

Table 2

Services at the local level  

 

Name of the service

Body to execute the documents submission

Body to render the service

Partially automated*

 

1.

Registration of the unemployed citizens

PCS, DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

+

2.

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

PCS, SCPP, DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

3.

Issue of statements to the unemployed citizens

PCS, DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

+

4.

Preparation of the documents for the persons with disabilities for providing them with orthopedic aid

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

5.

Preparation of the documents for the persons with disabilities for providing them with surdo-tiflo and obligatory hygienic means

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

6.

Assignment of the state benefits to families having under 18 year age children

PCS, SCPP, DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

7.

Assignment of targeted social assistance

PCS, DCESP of Astana and Almaty, DESP of oblasts, akim of the settlement, village, rural district

DCESP of Astana and Almaty, DESP of oblasts

 

8.

Paperwork for the disabled persons to render them services of personal assistant for the disabled persons of the first group having difficulty in movement and professional sign language interpreters for the hearing impaired.

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

9.

Execution of the documents for the persons with disabilities to provide them with wheelchairs

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

10.

Execution of the documents for the persons with disabilities to provide them with sanatorium treatment

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

11.

Execution of the documents for social servicing in the governmental and non-governmental medical-social institutions at the expense of the republican budget funds

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

12

Preparation of the documents for social servicing at home for single, living alone elderly, disabled and handicapped children being in need in  nursing care assistance

DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

 

13

Assignment and payment of social assistance to certain categories of needy citizens based on decisions of the local executive bodies

DCESP of Astana and Almaty, DESP of oblasts, akim of the settlement, village, rural district*

DCESP of Astana and Almaty, DESP of oblasts

+

In terms of 2 categories

14

Assignment and payment of social assistance to certain categories of needy citizens based on decisions of the local representative bodies

PCS, DCESP of Astana and Almaty, DESP of oblasts

DCESP of Astana and Almaty, DESP of oblasts

+

15

Assignment of social assistance of social sphere experts  in rural areas, on the acquisition of fuel

PCS DESP of oblasts, akim of the settlement, village, rural district

 DESP of oblasts

 

16

Issuing certificates confirming the affiliation of the applicant (family) to the recipients of targeted social assistance

PCS, DCESP of Astana and Almaty, DESP of oblasts, akim of the settlement, village, rural district

DCESP of Astana and Almaty, DESP of oblasts

 

17

Issue of the statements to persons participating  in active forms of employment promotion

DCESP of Astana and Almaty, DESP of oblasts *

DCESP of Astana and Almaty, DESP of oblasts

+

18

Awarding of oralman status

PSC, LEA of oblasts, Astana and Almaty

LEA of oblasts, Astana and Almaty

 

19

The issuance, renewal and extension of permits to foreign workers for employment and to employers for attracting foreign labor force to carry out work in the territory of the respective administrative-territorial unit

DCESP

DCESP

+

 

 

Table 3

 

Information concerning complaints of the service receivers for rendering the state services for 2014

Information about the complaint applicant

Nature of the complaint

Body
(organization) which  considered the complaint and took decision

Date of consideration

# of the document according to results of the complaint consideration

Decision taken

Information concerning revision of the decision taken

1

2

3

4

5

6

7

Zhulkarova Yenlik

(citizen of Almaty oblast)

The complaint concerning the suspension and non-payment of benefits to the loss of a breadwinner daughter Soltangeldinovu Kundyz born on 26.07.1994

SCPP (subordinate organization)

1 quarter 2014, February

 

Minutes #1 of 14.02.2014, order #08-Ө of 14.02.2014

Based on the decision of the disciplinary committee by order of the Director of the Almaty regional branch Berikov. A. #  08-O of 14/02/2014 specialist Zhanpeisova G.K. was reprimanded.

 

Gennadi Alekseevich Filimonov

(citizen of Almaty oblast)

The complaint concerning the suspension and non-payment of benefits to the loss of a breadwinner daughter Soltangeldinovu Kundyz born on 26.07.1994

SCPP (subordinate organization)

1 quarter 2014, February

 

Minutes #3 of 24.02.2014, order #12-O of 24.02.2014

 

Based on the decision of the disciplinary committee by order of the Director of the Almaty regional branch Berikova. A # 12-O of 24/02/2014 specialist Orazalina was made remark.

Specialist A. Zhakeeva  is on labor leave due to the child nursing.

 

Balzhan Dairbekova

(citizen of East Kazakhstan Oblast)

complaint concerning the non-payment of benefits for pregnancy and childbirth.

 

SCPP (subordinate organization)

1 quarter 2014, March

 

Minutes #2 of 31.03.2014

 

.

Based on the orders of Director of the SCPP branch in EKO Zh. Umrgalieva#30 and #31 of 31.03.2014  to the operationist specialist Bekturganova C.B. specialist Mikhailova of Semei municipal department of SCPP remark was made as disciplinary sanction.

 

Additional training with all specialists of the department was conducted in relation to quality of the documents' admission

 

Nazerke Kenzhebekova

(citizen of Astana)

Complaint on the term of payment of social benefits for the loss of income due to pregnancy and childbirth.

 

SCPP (subordinate organization)

1 quarter 2014, March

 

Minutes of meeting of trade union committee on rendering material support at the expense of the trade union funds of 13.03.2014

For late formation in the layout of social benefits and of social benefit and delayed payment in relation to specialist on payment of benefits and pensions of  Almaty district office A.E.Sametova by order of the Director of Astana city branch of the SCPP Beysenbaev O.M. #27-O of 13/03/2014 disciplinary penalty was applied in the form of comments.

 

Indira Kenzhebayeva

(citizen of South Kazakhstan oblast)

The complaint regarding the issue of registration allowance for child care up to one year.

SCPP (subordinate organization)

2 quarter 2014, May

 

Department of internal security of RSE "SCPP" conducted official investigation. According to results of official investigation the fact of money extortion for the documents execution was not confirmed.

According to a complaint on actions of the specialist Mahtaaral district Suleimenova S. internal investigation was conducted by employees Security Department of State Enterprise "SPPC".

The fact of extortion was not confirmed.

For improper performance of official duties (violation of terms of providing public services) specialist of Zhetysay of Mahtaaral district Suleimenova S. by order of the Director of the SCPP branch in SKO of 16.05.2014, #67 was reprianded.

By order of the General Director of State Enterprise "SPPC" of 06.06.2014, # 147-ZH  the chief of operational department of the district Zhetysai Mahtaaral Atanbekov B.S.  was reprimanded.

 

Lyudmila Vladimirovna Deeva

(citizen of Karaganda oblast)

The complaint concerning delays in the provision of public services in the Shakhtinsk district office SCPP.

SCPP (subordinate organization)

3 quarter 2014, September

 

Minutes of 29.09.2014, #59

 

Based on the decision of the disciplinary committee by order of the Director of the Karaganda regional branch Muldaeva Z.M. # 101 of 09/29/2014, the specialist Tremasova Y.A. was severely reprimanded.

Specialists (control) Korneeva  N.A, Rush T.N. were reprimanded for improper control over the work arrangement,.

 

Valentin Iosifovich Zhalkovski

(citizen of Almaty)

Population complaint concerning  the quality of the state service in terms of a pension age in relation to the specialist Ashirbaeva A.K.

Ministry of labor and social protection

3 quarter 2014, July

 

Official note of Deputy Director of SCPP branch in Almaty Bayesheva G.Ye.

According to order of Acting Director of Almaty branch SCPP Bokizhanov F.M. of the number 202 – Zh. of 16.07.2014, the  specialist Ashirbaeva was reprimanded.

 

Kulserieva Galiya Yerezhepovna

(South Kazakhstan Oblast)

Complaint concerning the late renewal of payment of special state allowance (hereinafter -SSA) for the disabled child under 16 year age (Almakhanova Yernura, born 01.01.2003).

Ministry of labor SCPP (subordinate organization)

3 quarter 2014, July

 

Letters of SCPP branch in SKO #14-02-05/3397 of 20.06.2014

 

Based on order of the Director of the SCPP branch in SKO Aytanaeva C. #92- O of 14.07.2014, chief of operations department of Al-Farabi district of Shymkent Makhanova KE announced disciplinary action in the form of remark.

The department carried out additional training to all experts on the quality of admission of documents.

 

Marzhan Amangeldinovna Mazabekova

(citizen of Almaty)

Complaint in relation to the specialist Dairov. T. for impolite behavior during rendering of the services).

Ministry of Labor SCPP (subordinate organization)

 

3 quarter 2014, August

 

Applicant was informed about the undertaken measures by letter #10-1/567 of 25.08.2014

 

According to order of the Director of  SCPP branch in Almaty Zhunusov B.U. #262 – Zh of 21.08.2014 for the improper performance of duties specialist Dairov T.M. was reprimanded.

 

Gulnar Oryntayevna Rakhym

(Almaty)

Complaint for incorrect and rude attitude of the specialist Aidarkhanova K.S.

Internal investigation was conducted in the result of which it was found out that the fact of improper attitude to the applicant committed by the specialist took place.

SCPP (subordinate organization)

3 quarter 2014, August

 

SCPP branch in Almaty sent letter #10-1/4281 of 18.08.2014 to citizen G.A. Rakhym in which it was reported that measures were undertaken in relation to the specialist in the form of disciplinary punishment.

 

According to order of Acting Director of SCPP Almaty branch Bokizhanov F.M. #250 – Zh of 11.08.2014 for the improper performance of her duties specialist Aidarkhanova K.Sh. was announced disciplinary sanction in the form of remark.

 

 

 

Table 4

 

Forecast of the level of population satisfaction with quality of the state service rendering in social and labor sphere for future 5 years

 

1. For state services of social and labor sphere (services of MLSPP and local executive bodies):

Forecast of the values

2013

2014

2015

2016

2017

2018

% (level) of the population satisfaction with quality of the state service rendering

85,88%

85,96%

86,01%

86,13%

86,22%

86,31%

 

2. For state services of social and labor sphere rendered by Ministry of Labor and Social Protection of population:

Forecast of the values

2013

2014

2015

2016

2017

2018

% (level) of the population satisfaction with quality of the state service rendering

87,72%

87,81%

87,9%

87,98%

88,07%

88,16%

 

3. For state services of social and labor sphere rendered at the level of local executive bodies:

Forecast of the values

2013

2014

2015

2016

2017

2018

% (level) of the population satisfaction with quality of the state service rendering

84,03%

84,11%

84,2%

84,28%

84,37%

84,45%

 

 

 

 

 

 

 

Table 5

Services at the central level  

 

 

Name of the service

Body executing the admission of documents

Body rendering the service

Paid/free of charge

Partially automated

Fully automated

1.

Issuance permits for clinical trials of medical technologies

 MHSD

MHSD

free of charge

-

-

2.

Issuance of certificate without assigning specialist qualification category

Committee Departments,

EGP

Committee Departments,

 

free of charge

-

+

3.

Issuance of certificate with assigning specialist qualification category

Committee Departments,

EGP

Committee Departments

 

free of charge

-

+

4.

Issuance of the certificate on accreditation of medical organizations

Committee, Departments of Committee, EGP

Committee, Departments of Committee

free of charge

+

-

5.

Issuance of the certificate on accreditation to individuals to conduct an independent examination of activities of healthcare entities

Committee, Departments of Committee, EGP

Committee, Departments of Committee,

free of charge

+

-

6.

Issuance of documents on the passage of training, advanced training and retraining  by the health care industry staff

Scientific organizations and organizations of education in sphere of healthcare

Scientific organizations and organizations of education in sphere of healthcare

paid/free of charge

-

-

7.

Approval of import / export of the registered and not registered in the Republic of Kazakhstan medicines, medical devices and medical equipment

Committee, Departments of Committee, EGP

Committee, Departments of Committee

free of charge

+

-

8.

Certification of forensic, forensic psychiatric and forensic narcological  experts

Committee, Departments of Committee, EGP

Committee, Departments of Committee

free of charge

+

-

9.

Qualification for the right to produce a certain kind of forensic, forensic psychiatric and forensic narcological examination

Committee, Departments of Committee, EGP

Committee, Departments of Committee

free of charge

+

-

10.

Certification of specialists with medical education for the realization of medicines and medical devices to remote from the district center towns through pharmacy points, organizations of health care providing primary health care, consultative and diagnostic aid, and mobile pharmacy items, in the absence of a specialist with pharmaceutical education

Committee, Departments of Committee, EGP

Committee, Departments of Committee

free of charge

+

-

11.

Issuance of permits for advertising medicines, medical devices and medical equipment

Public service center, Almaty Department of Committee, EGP

Committee, Departments of Committee

free of charge

+

-

12.

Issuance of permits for non-clinical (non-clinical) studies of biologically active substances

Almaty Department of Committee, NCEPP, EGP

Almaty Department of Committee

 

free of charge

+

-

13.

Issuance of permits for clinical studies and (or) tests of pharmacological products, medical devices and medical equipment

Almaty Department of Committee, NCEPP, EGP

Almaty Department of Committee

 

free of charge

+

-

14.

State registration, re-registration and amendments to registration dossier of medicinal products, medical devices and medical equipment

Almaty Department of Committee

EGP

Almaty Department of Committee

 

 

paid

+

-

15.

Issuance of the license for import, export of human tissues and (or) organs (parts of organs), as well as import, export of blood and blood components in the cases stipulated by the Code of the Republic of Kazakhstan "On nation health and healthcare system"

Committee

Committee

Free of charge

-

-

16.

Issuance of the conclusion (of permission) on the import into the territory of the Republic of Kazakhstan and export from the territory of the Republic of Kazakhstan of hematopoietic stem cells, bone marrow, in the case of their movement with the aim of unrelated transplantation, as well as samples of cells, tissues, body fluids and secrets, including products human life, physiological and pathological secretions, swabs, scrapings, swabs designed for diagnostic purposes or received in the course of biomedical research

Committee

Committee

Free of charge

-

-

 

Abbreviations:

NCEPP – RSE on REU "National Center for expertise of pharmaceutical products, medical devices and medical equipment;

EGP – "electronic government portal.

 

Table 6

Services at the local level  

 

Name of the service

Body executing the admission of documents

Body rendering the service

Paid/free of charge

Partially automated

Fully automated

1.

Issuance of the license, renewal, issuance of duplicate license for medical activities

PSC, LEB, EGP

 

LEB

paid

+

+

2.

Issuance of the license renewal, issuance of duplicate license for pharmaceutical activities

LEB, EGP

 

LEB

paid

+

+

3.

Issuance of the license renewal, issuance of duplicate license for activities related to trafficking in narcotic drugs, psychotropic substances and precursors in the field of public health

PSC, LEB, EGP

 

LEB

paid

+

+

4.

Attaching to the medical organization that provides primary health care

MO, rendering PHC, EGP

MO, rendering PHC, EGP

Free of charge

+

-

5.

Appointment to see a doctor

MO, rendering PHC, EGP

MO, rendering PHC, EGP

Free of charge

+

-

6.

Call a doctor to home

MO, rendering PHC, EGP

MO, rendering PHC, EGP

Free of charge

+

-

7.

Voluntary anonymous and confidential mandatory medical examination for HIV infection

MO, rendering PHC, Centers for prevention and fight against AIDS in oblasts, Astana and Almaty

MO, rendering PHC, Centers for prevention and fight against AIDS in oblasts, Astana and Almaty

paid/free of charge

-

-

8.

Issuance of certificate by medical organization providing primary health care  

MO, rendering PHC

MO, rendering PHC

Free of charge

-

-

9.

Issuance of the sheet of temporary disability from a medical organization that provides primary health care

MO, rendering PHC

MO, rendering PHC

Free of charge

-

-

10.

Issuance of certificate on temporary disability from a medical organization that provides primary health care

MO, rendering PHC

MO, rendering PHC

Free of charge

-

-

11.

Issuance of an extract from a medical card of the inpatient

MO, rendering inpatient care

MO, rendering inpatient care

Free of charge

-

-

12

Issuance of medical statement from psychoneurologic dispensary

MO

MO

Paid

-

-

13

Issuance of medical statement from narcological dispensary

MO

MO

Paid

-

-

14

Issuance of medical statement from tuberculosis dispensary

MO

MO

paid

-

-

 

 

Abbreviations:

HCD –Healthcare departments of oblasts, Astana and Almaty;

MO- medical organizations

PHC – primary health care;

LEB – local executive bodies;

EGP – electronic government portal.

 

Table 7

Information on reduction of documentation required at rendering of the state services in the sphere of healthcare

Name of the service

2011

2012

2013

2014

Terms

documents

terms

documents

terms

documents

terms

documents

Issuance of certificate without assigning specialist qualification category

10 calendar days after testing

7 positions

15 calendar days after document filing

2 positions

(application, form of information)

10 working days after document filing

2 positions

(application, form of information)

10 working days after testing

2 positions

(application, form of information)

Issuance of certificate with assigning specialist qualification category

30 calendar days after commission meeting

8

positions

30 calendar days after document filing

2 positions

(application, form of information)

22 working days after document filing

2 positions

(application, form of information)

22 working days after document filing

2 positions

(application, form of information)

Issuance of the license renewal, issuance of duplicate license for medical activities

30 working days

6 positions +

7 qualification document

15 working days

4 positions +

7 qualification document.

15 working days

4 positions +

7 qualification document.

15 working days

4 positions +

7 qualification document.

Issuance of the license renewal, issuance of duplicate license for pharmaceutical activity

30 working days

6 positions +

7 qualification document

15 working days

4 positions +

7 qualification document.

15 working days

4 positions +

7 qualification document.

15 working days

4 positions +

7 qualification document.

Issuance of the license renewal, issuance of duplicate license for activities related to trafficking in narcotic drugs, psychotropic substances and precursors in the field of public health

30 working days

6 positions +

7 qualification document

15 working days

4 positions +

7 qualification document.

15 working days

4 positions +

7 qualification document.

15 working days

4 positions +

6 qualification document.

Certification of forensic, forensic psychiatric and forensic narcological experts

1 month after commission meeting

9

positions

1 month after interview

8

positions

21 working days after document filing

3 positions (application, information form, scanned copy of certificated from psychiatric and narcological dispensary)

21 working days after document filing

3 positions (application, information form, scanned copy of certificated from psychiatric and narcological dispensary)

Awarding qualification for the right to produce a certain kind of forensic, forensic psychiatric and forensic drug testing

Term is not regulated, document was issued at the option of the state authority.

9

positions

30 calendar days after document filing

9

positions

21 working days after document filing

3 positions (application, information form, scanned copy of certificated from psychiatric and narcological dispensary)

21 working days after document filing

3 positions (application, information form, scanned copy of certificated from psychiatric and narcological dispensary)

Approval of import / export of the registered and unregistered in the Republic of Kazakhstan drugs, medical devices and medical equipment

import - 10 working days  export - 5 working days 

25 positions

import - 9 working days, export - 5 working days 

6 positions

import - 7 working days for pharm. Prod, 5 working days for medical products 

6 positions

import - 7 working days for pharm. Prod, 5 working days for medical products 

6 positions

Issuance of the certificate on accreditation to medical organizations

10 working days after commission meeting

4 positions

10 working days after commission meeting

4 positions

10 working days after commission meeting

4 positions

45 working days from the moment of the documents' filing

2 positions

Issuance of the certificate on accreditation to individuals to conduct an independent examination of activities of public health entities

 

30 calendar days from the moment of the documents' filing

9

positions

20 calendar days from the moment of the documents' filing

9 positions

20 calendar days from the moment of the documents' filing

9 positions

30 calendar days from the moment of the documents' filing

8 positions

Issuance of permits for advertising medicinal products

medical devices and medical equipment

30 working days from the moment of the documents' filing

6 positions

30 working days from the moment of the documents' filing

6 positions

 

28 working days from the moment of the documents' filing

6 positions

8 working days

6 positions

Issuance of permits for non-clinical (non-clinical) studies of biologically active substances

52 working days

7 positions

30 working days

8 positions

10 working days

3 positions

10 working days

3 positions

Issuance of permits for clinical studies and (or) tests  of pharmaceutical products, medical devices and medical equipment

40 working days

9

positions

30 working days

11 positions

10 working days

3 positions

10 working days

3 positions

State registration, re-registration and amendments to registration dossier of medicinal products, medical devices and medical equipment

227 days

4 positions

227 days

4 positions

227 days

4 positions

10 working days

4 positions

total

589

115

506

81

431

57

239

54

 

100%

100%

by 15%

by 30%

by 26% (-14%)

by 50% (-29%)

by  60% (-44%)

by 53%

 

 

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