Collaborative e-governance: ecosystem and citizen-centric approach (the case of Kazakhstani capital city)

This study examined Kazakhstan's key challenges of ecosystem and citizen-centric approached in e-governance on the example of local executive body interactions with the population during a pandemic to determine areas of improvement. Investigators conducted a survey of 117 civil servants of Astana Akimat. Beside this, 117 citizens of capital city were asked to share their opinions on quality of public services delivery and organisational development of local public authority. For a long time, the capital was an outsider in the rating of the effectiveness of interaction with the population. After developing specific recommendations, a longitudinal study on performance improvement was conducted by comparing the results of public monitoring in 2020 and 2023 (9,181 and 9,954 respondents, respectively). As a result, a set of policy recommendations for modenisation of Astana Akimat's performance in citizen-government interaction were proposed.