Innovating Public Service Delivery in Transitional Countries: The Case of One Stop Shops in Kazakhstan

Saltanat Janenova, Pan Suk Kim

Research output: Contribution to journalArticle

10 Citations (Scopus)

Abstract

This article analyses the implementation of managerial ideas in Kazakhstan using the case of a combined public service delivery called “One Stop Shops”. Several public services are provided in a single building rather than different government offices in a business-like style of service delivery and in a modern physical environment. The service integration policy is an attempt of Kazakhstani government to improve the quality of public services and reduce corruption. Some positive progress in improving the accessibility of public services has been noted. However, as this article argues, the country-specific model of “alternative-access” service delivery was not able to implement in-depth changes in the work of the public sector and improve service quality. Implementation of the managerial ideas has been limited and constrained by the institutional framework and culture prevailing in the Kazakhstani bureaucracy. The main conclusion is that the governments of transitional countries need to critically analyze the pros and cons of the new policies and reflect on their cultures before making further steps to adopt Western managerial initiatives.

Original languageEnglish
Pages (from-to)323-333
Number of pages11
JournalInternational Journal of Public Administration
Volume39
Issue number4
DOIs
Publication statusPublished - 2016 Mar 20

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Kazakhstan
public service
government office
integration policy
bureaucracy
corruption
public sector
Public service delivery
Government
Public services
Service delivery

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Public Administration

Cite this

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Innovating Public Service Delivery in Transitional Countries : The Case of One Stop Shops in Kazakhstan. / Janenova, Saltanat; Kim, Pan Suk.

In: International Journal of Public Administration, Vol. 39, No. 4, 20.03.2016, p. 323-333.

Research output: Contribution to journalArticle

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