A delegation from the Ministry of Internal Affairs of the Kingdom of Cambodia visited the State Corporation "Government for Citizens" to study Kazakhstan's experience in digitalization and modernization of the public service delivery system.
During the visit, the foreign guests learned about front-office operations, how applications are received and documents are issued, and how modern solutions are being implemented to improve the quality and speed of service delivery to citizens.
The scale of the existing system allowed the delegation to gain a first-hand understanding of how government services are provided to the public in Kazakhstan. Currently, 318 front-offices operate in the country, where citizens can access 1,330 types of government services. Of these, 1,272 services are available online through the e-Government Portal.
During the visit, the delegation was shown the modernized "Digital Citizens' Offices," designed according to Kaizen principles, with rational zoning and expanded self-service areas, as well as 24-hour parcel terminals, allowing citizens to receive completed documents 24/7. The Cambodian representatives were particularly interested in the new format of digital public service centers—AI offices, which combine artificial intelligence technologies and biometric identification and offer three functional areas: SELF for obtaining information through self-service terminals, DIGITAL for arranging online services, and ASSIST for resolving complex issues with the help of a consultant.
Representatives from the Cambodian Ministry of Interior highly praised the practical significance of the solutions presented. Of particular interest to the delegation were the implementation of digitalization of processes, the development of self-service, and the use of modern technologies, which can be taken into account in the further improvement of Cambodia's public service delivery system.