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 language | English |
|---|---|
| Pages (from-to) | 323-333 |
| Number of pages | 11 |
| Journal | International Journal of Public Administration |
| Volume | 39 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2016 Mar 20 |
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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 journal › Article
TY - JOUR
T1 - Innovating Public Service Delivery in Transitional Countries
T2 - The Case of One Stop Shops in Kazakhstan
AU - Janenova, Saltanat
AU - Kim, Pan Suk
PY - 2016/3/20
Y1 - 2016/3/20
N2 - 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.
AB - 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.
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U2 - 10.1080/01900692.2015.1064445
DO - 10.1080/01900692.2015.1064445
M3 - Article
AN - SCOPUS:84959074870
VL - 39
SP - 323
EP - 333
JO - International Journal of Public Administration
JF - International Journal of Public Administration
SN - 0190-0692
IS - 4
ER -