September 2005 - May 2008
Kazakhstan, Agency for Civil Service
Support to the Development of Standards for Civil Service Provision
Name of client:
Origin of funding:
Project value:
Name of partners:
Agency for Civil Service Affairs of Kazakhstan (ACSA)
European Commission, Tacis
€ 1.400.000
Bannock Consulting (lead), Hungarian Institute of Public Administration, Local Government Initiative Development. 

Services provided:
  • Provision of team leader
  • Policy advice and technical assistance
  • Assistance in the development of performance indicators
  • Assistance in the development and use of service charters
  • Assistance in establishing mechanisms for customer consultation
  • A pilot "one-stop shop" set up in the city of Astana
  • Study tours to Western Europe
  • A final conference to disseminate project techniques and results to all ministries, agencies and public services involved.
Description of project
The project is aimed at supporting the Government of Kazakhstan to improve the way in which the services of public authorities are provided to citizens. The project will focus on six selected pilot ministries and agencies in which it will organise hearings/consultations with customers/citizens and develop customer charters specifying the services the clients can expect from that Ministry/Agency as well as address any complaints. The direct beneficiary of the project is the Agency for Civil Service Affairs of Kazakhstan (ACSA), which will coordinate the work with the pilot ministries. The project will also help the ACSA open the first "one stop shop" of Kazakhstan in Astana.

Specific objectives included:
  • Developing performance standards and performance indicators for Kazakhstani civil service providers in selected ministries and oblasts, which can be rolled out to the entire civil service.
 Outputs include:
  • Customer surveys conducted
  • Customer service charters developed and published for selected ministries/agencies
  • Guidelines for customer consultations developed using international best practice
  • Guidelines for customer service charters and performance indicators developed,
    published and distributed
  • Performance surveys carried out and published
  • A pilot one stop shop set up in the city of Astanaa
  • Study tours to Western Europe
  • A final conference held to disseminate project techniques and results to all ministries, agencies and public services involved.
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