About state services

 This Law regulates the public relations in the scope of rendering of the state services.

Chapter 1. GENERAL PROVISIONS

Article 1. Basic concepts used in this Law

      The following basic concepts shall be used in this Law:
      1) an authorized body in the scope of informatization – central state body, carrying out management in the scope of informatization and “electronic government”;
      2) one-stop shop principle – a form of centralized rendering of the state service, providing minimum participation of service recipient in the collection and preparation of documents upon rendering of the state service and restriction of its direct contact with service providers;
      3) service recipient – individual and legal entity, except for the central state bodies, foreign institutions of the Republic of Kazakhstan, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts;
      4) service provider – central state bodies, foreign institutions of the Republic of Kazakhstan, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, as well as individuals and legal entities, rendering of the state services in accordance with the legislation of the Republic of Kazakhstan;
      5) the state service – one of the form of implementation of separate state functions, carried out on an individual basis on application of service recipients and directed to exercise of their rights, freedoms and legal interests, provision them relevant material or non-material values;
      6) regulation of the state service – regulator legal act, establishing requirements on observance of the standard of the state service and determining procedure of activity of service providers, as well as procedure of interaction with other service providers, service centers, as well as use of information systems in the process of rendering of the state services;
      7) standard of the state service – regulatory legal act, establishing requirements to rendering of the state service, as well as including the process characteristics, forms, content and result of rendering of the state service;
      8) register of the state services - classified list of the state services;
      9) Unified call center on issues of rendering of the state services - information service unit, providing work on provision of information to the service recipients on issues of rendering of the state services;
      10) information system of monitoring of rendering of the state services – information system, intended for automatization and monitoring of the process of rendering of the state services, as well as rendered through the public service centers;
      11) public monitoring of quality of rendering of the state services – an activity of individuals, noncommercial organizations on collection, analysis of information on the level of quality of rendering of the state services and making recommendations;
      12) quality assessment of rendering of the state services – an activity on determination of efficiency of measures on ensuring the service recipients by accessible and quality state services, rendering by the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts;
      13) control of quality of rendering of the state services – an activity on verification and monitoring of observance of the legislation of the Republic of Kazakhstan in the scope of rendering of the state services by the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts;
      14) an authorized body on assessment and control of the quality of rendering of the state services – central state body, carrying out activity on assessment and control of the quality of rendering of the state services within its competence;
      15) process automation of rendering of the state services – procedure of transformation of administrative processes of service provider to ensure rendering if the state service in electronic form;
      16) process optimization of rendering of the state services – a measure, directed to process simplification of rendering of the state service, reduction of term of rendering of the state service, list of documents, presented by the service recipients, as well as links of the process of its rendering, as well as by automation;
      17) an authorized body in the scope of rendering of the state services – a central state body, carrying out management and cross-sector coordination in the scope of rendering of the state services;
      18) public service center – a legal entity, carrying out organization of work on reception of applications for rendering of the state services and issuance their results to the service recipient on one-stop shop principle, as well as ensuring provision of the state services in electronic form by obtaining details from information systems in accordance with the legislation of the Republic of Kazakhstan;
      19) web-portal “electronic government” – information system, presenting one stop shop of access to all of the consolidated government information, including regulatory legal base, and to the state services, rendered in electronic form.

Article 2. The legislation of the Republic of Kazakhstan in
the scope of rendering of the state services

      1. The legislation of the Republic of Kazakhstan in the scope of rendering of the state services shall be based on the Constitution of the Republic of Kazakhstan, and shall consist of this Law and other regulatory legal acts of the Republic of Kazakhstan.
      2. If by the international treaty, ratified by the Republic of Kazakhstan, made other rules than those that contained in this Law, the rules of the international treaty shall be applied.

Article 3. Basic principles of rendering of the state services

      The state services shall be rendered on the basis of the following basic principles:
      equal access to the service recipients without any discrimination on grounds of origin, social, official and property status, sex, race, nationality, language, attitude to religion, beliefs, place of residence or any other circumstances;
      inadmissibility of bureaucracy and red tape upon rendering of the state services;
      accountability and transparency in the scope of rendering of the state services;
      quality and accessibility of the state services;
      continuous improvement of the process of rendering of the state services;
      economy and efficiency upon rendering of the state services.

Article 4. Rights of service recipients

      1. Service recipients shall have a right to:
      1) receive full and reliable information on the state service;
      2) receive the state service in accordance with the standard of the state service;
      3) appeal against a decision, action (omission) of the central state body, local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district, as well as service provider and (or) their civil servants, public service centers and (or) their employees on issues of rendering of the state services in the manner established by the legislative acts of the Republic of Kazakhstan;
      4) receive the state service in paper and (or) electronic form in accordance with the legislation of the Republic of Kazakhstan;
      5) participate in the public discussions of projects of standards of the state services in the manner provided by Article 15 of this Law;
      6) apply to court with claim on protection of violated rights, freedoms and legal interests in the scope of rendering of the state services.
      2. Foreigners, persons without citizenship and foreign legal entities shall receive the state services on an equal basis with the citizens and legal entities of the Republic of Kazakhstan, unless otherwise provided by the Laws of the Republic of Kazakhstan.

Article 5. Rights and obligations of service providers

      1. Service providers shall have a right to:
      1) apply with request to the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts for information, necessary for rendering of the state services;
      2) refuse in rendering of the state services in the cases and on the grounds established by the Laws of the Republic of Kazakhstan.
      2. Service providers shall be obliged to:
      1) render the state services in accordance with the standards and regulations of the state services;
      2) create the necessary conditions for persons with disabilities upon reception by them the state services;
      3) provide full and reliable information on procedure of rendering of the state services to the service recipients in the accessible form;
      4) provide the documents and information, necessary for rendering of the state services, as well as by integration of information systems to the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, other service providers, public service centers in accordance with the legislation of the Republic of Kazakhstan;
      5) direct the result of the state service, rendered through the public service center to the public service center, not later than one day before expire of the term of rendering of the state service, established by the standards of the state service;
      6) improve qualification of employees in the scope of rendering of the state services;
      7) consider complaints of service recipients and inform them on the results of consideration in the terms, established by this Law;
      8) inform on request of service recipients on the stage of execution of the state service;
      9) take measures, directed to restoration of violated rights, freedoms and legal interests of service recipients;
      10) ensure the smooth functioning of information systems, contained the necessary details for rendering of the state services;
      11) ensure entering of data to the information system of monitoring of rendering of the state services on the stage of rendering of the state services in the manner established by the authorized body in the scope of informatization;
      12) obtain written consent of service recipient for the use of details, constituting legally protected secret, contained in the information systems, upon rendering of the state services, unless otherwise provided by the Laws of the Republic of Kazakhstan.
      Reclamation of documents, which may be received from the information systems from the service recipients shall not be allowed.

Chapter 2. THE STATE REGULATION IN THE SCOPE OF
RENDERING OF THE STATE SERVICES

Article 6. The competence of the Government of the Republic of
Kazakhstan in the scope of rendering of the state services

      The Government of the Republic of Kazakhstan shall:
      1) develop the basic directions of the state policy in the scope of rendering of the state services and organize their implementation;
      2) approve register of the state services;
      3) – 9) Is excluded by the Law of the Republic of Kazakhstan dated 29.09.2014 No. 239-V (shall be enforced upon expiry of ten calendar days after its first official publication);
      10) exercise other functions, imposed on it by the Constitution, this Law, other Laws of the Republic of Kazakhstan and acts of the President of the Republic of Kazakhstan.
      Footnote. Article 6 as amended by the Law of the Republic of Kazakhstan dated 29.09.2014 No. 239-V (shall be enforced upon expiry of ten calendar days after its first official publication).

Article 7. The competence of the authorized body on assessment
and control of quality of rendering of the state services

      An authorized body on assessment and control of quality of rendering of the state services shall: 
      1) ensure implementation of the state policy in the scope of rendering of the state services within its competence; 
      2) carry out control of quality of rendering of the state services; 
      3) develop and approve the rules of control of quality of rendering of the state services; 
      4) request information on the results of internal control of quality of rendering of the state services; 
      5) develop and approve the method of quality assessment of rendering of the state services in coordination with the authorized body in the scope of informatization; 
      6) carry out formation and implementation of the state social order on conducting of public monitoring of quality of rendering of the state services; 
      7) create the social councils on interaction and cooperation with individuals, noncommercial organizations on issues of rendering of the state services;
      8) render information, consultative, methodical support to the individuals and noncommercial organizations on conducting of public monitoring of quality of rendering of the state services; 
      9) exercise other functions, provided by this Law, other Laws of the Republic of Kazakhstan, acts of the President of the Republic of Kazakhstan.

Article 8. The competence of the authorized body in the
scope of rendering of the state services

      An authorized body in the scope of rendering of the state services shall: 
      1) ensure implementation of the state policy in the scope of rendering of the state services; 
      2) develop and approve the rules of maintenance of register of the state services; 
      3) carry out development and maintenance of register of the state services; 
      4) develop and approve the rules on development of standards and regulations of the state services in coordination with the authorized body in the scope of informatization; 
      5) carry out coordination of projects of standards of the state services; 
      6) conduct monitoring of activity of central state bodies, local executive bodies of regions, cities of republican significance and the capital on development of standards and (or) regulations of the state services; 
      7) develop and approve the method of determination of the cost of the state service; 
      8) develop and approve procedure of formation, the terms of presentation and standard form of report of activity of central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts on issues of rendering of the state services; 
      9) develop suggestions on improvement of standards of the state services; 
      10) exercise other powers, provided by this Law, other Laws of the Republic of Kazakhstan, acts of the President of the Republic of Kazakhstan and the Government of the Republic of Kazakhstan.
      Footnote. Article 8 as amended by the Law of the Republic of Kazakhstan dated 29.09.2014 No. 239-V (shall be enforced upon expiry of ten calendar days after its first official publication).

Article 9. The competence of the authorized body in
the scope of informatization

      An authorized body in the scope of informatization shall: 
      1) ensure implementation of the state policy in the scope of rendering of the state services within its competence; 
      2) develop and approve the rules of activity of public service centers; 
      3) develop and approve the rules of selection of the state services, subjected to rendering through the public service centers; 
      4) carry out organization of activity of public service centers; 
      5) coordinate activity of public service centers and their interaction with service providers; 
      6) carry out methodological provision of activity of public service centers; 
      7) develop and approve the list of the state services, subjected to optimization and automation, and terms of their transfer to the electronic form; 
      8) organize and coordinate the work of Unified call center on issues of rendering of the state services; 
      8-1) approve the list of the state services, rendering in electronic form on the basis of one application;
      9) develop and approve the rules of activity of Unified call-center on issues of rendering of the state services;
      10) develop and approve the rules of interaction of Unified call-center on issues of rendering of the state services with central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, as well as service providers;
      11) carry out coordination of projects of standards of the state services, providing electronic form of rendering of the state services and (or) rendering of the state services through the public service centers;
      12) develop suggestions on improvement of standards of the state services, rendered in electronic form and (or) through the public service centers; 
      13) develop and approve the rules of optimization and automation of the state services; 
      14) exercise other powers, provided by this Law, other Laws of the Republic of Kazakhstan, acts of the President of the Republic of Kazakhstan and the Government of the Republic of Kazakhstan. 
      Footnote. Article 9 as amended by the Law of the Republic of Kazakhstan dated 29.09.2014 No. 239-V (shall be enforced upon expiry of ten calendar days after its first official publication).

Article 10. The competence of the central state bodies

      Central state bodies shall:
      1) develop and approve the standards of the state services; 
      2) develop and approve the regulation of the state services; 
      3) ensure improvement of quality of rendering of the state services; 
      4) provide accessibility of standards and regulations of the state services; 
      5) ensure information awareness of service recipients on procedure of rendering of the state services; 
      6) consider application of service recipients on issues of rendering of the state services; 
      7) take measures, directed to restoration of violated rights, freedoms and legal interests of service recipients; 
      8) ensure improvement of qualification of employees in the scope of rendering of the state services; 
      9) take measures on optimization and automation of processes of rendering of the state services in accordance with the legislation of the Republic of Kazakhstan in coordination with the authorized body in the scope of informatization; 
      10) ensure provision of information to the authorized body on assessment and control of quality of rendering of the state services for conducting of quality assessment of rendering of the state services, as well as information on the results of internal control of quality of rendering of the state services in the manner and terms, established by the legislation of the Republic of Kazakhstan; 
      11) ensure provision of information to the authorized body in the scope of informatization for conducting of quality assessment of rendering of the state services, rendered in electronic form, in the manner and terms, established by the legislation of the Republic of Kazakhstan; 
      12) grant an access to the public service centers to the information systems, contained the necessary details for rendering of the state services, unless otherwise provided by the legislation of the Republic of Kazakhstan; 
      13) provide information on procedure of rendering of the state services to the Unified call-center on issues of rendering of the state services;
      14) conduct internal control of quality of rendering of the state services in accordance with the legislation of the Republic of Kazakhstan; 
      15) ensure observance of standards of the state services by the service providers; 
      16) exercise other powers, provided by this Law, other Laws of the Republic of Kazakhstan, acts of the President of the Republic of Kazakhstan and the Government of the Republic of Kazakhstan.
      Footnote. Article 10 As amended by the Law of the Republic of Kazakhstan dated 29.09.2014 No. 239-V (shall be enforced upon expiry of ten calendar days after its first official publication).

Article 11. The competence of local executive bodies of
regions, cities of republican significance, the capital,
districts, cities of regional significance, akims of districts
in the city, cities of district significance, rural
settlements, villages, rural districts

      Local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts shall:
      1) ensure improvement of quality of rendering of the state services in the territory of relevant administrative-territorial unit;
      2) provide an access of standards and regulations of the state services; 
      3) ensure information awareness of service recipients on procedure of rendering of the state services; 
      4) consider applications of service recipients on issues of rendering of the state services; 
      5) take measures, directed to restoration of violated rights, freedoms and legal interests of service recipients; 
      6) ensure improvement of qualification of employees in the scope of rendering of the state services; 
      7) take measures on optimization and automation of processes of rendering of the state services in accordance with the legislation of the Republic of Kazakhstan in coordination with the authorized body in the scope of informatization; 
      8) ensure provision of information to the authorized body on assessment and control of quality of rendering of the state services for conducting of quality assessment of rendering of the state services, as well as information on the results of internal control of quality of rendering of the state services in the manner and terms, established by the legislation of the Republic of Kazakhstan; 
      9) ensure provision of information to the authorized body in the scope of informatization for conducting of quality assessment of rendering of the state services, rendered in electronic form, in the manner and terms, established by the legislation of the Republic of Kazakhstan; 
      10) grant an access to the public service centers to the information systems, contained the necessary details for rendering of the state services, unless otherwise provided by the legislation of the Republic of Kazakhstan; 
      11) provide information on procedure of rendering of the state services to the Unified call-center on issues of rendering of the state services; 
      12) conduct internal control of quality of rendering of the state services in accordance with the legislation of the Republic of Kazakhstan; 
      13) ensure observance of standards of the state services by the service providers; 
      14) exercise other powers, imposed by the legislation of the Republic of Kazakhstan in the interests of local state management.

Chapter 3. REGISTER, STANDARD AND REGULATION OF
THE STATE SERVICES

Article 12. Register of the state services

      1. The state services shall subject to inclusion to the register of the state services. 
      2. Register of the state services shall provide:
      the name of the state service; 
      details on service recipient (individual and (or) legal entity); the name of the central state body, developing the standard of the state service, name of service provider; 
      name of organizations, carrying out reception of applications and issuance of results of rendering of the state service, and (or) indication of the web-portal “electronic government” in the case of rendering of the state service in electronic form; 
      a form of rendering of the state service;
      availability at a fee or free-of-charge basis of rendering of the state service.

Article 13. General requirements to development and approval
of the standard of the state service

      1. The standards of the state services shall be developed and approved by the central state bodies for ensuring of uniform requirements to the quality of rendering of the state services, as well as for the state services, rendered by the foreign institutions of the Republic of Kazakhstan, by the local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural district.
      The standard of the state service, rendered by the state body, subordinated and accountable to the President of the Republic of Kazakhstan shall be approved in coordination with the Presidential Administration of the Republic of Kazakhstan.
      The standard of the state service shall be developed and approved during three months from the date of inclusion of the state service to the register of the state services. 
      2. The project of standard of the state services shall subject to public discussion in the manner provided by Article 15 of this Law.
      3. Adoption, change, addition and cancellation of the standards of the state services shall be carried out on the basis of suggestions of the authorized body on assessment and control of quality of rendering of the state services, authorized body in the scope of rendering of the state services, authorized body in the scope of informatization, central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, as well as on the results of public monitoring of quality of rendering of the state services and (or) consideration of applications of service recipients on issues of rendering of the state services.
      Footnote. Article 13 as amended by the Law of the Republic of Kazakhstan dated 29.09.2014 No. 239-V (shall be enforced upon expiry of ten calendar days after its first official publication).

Article 14. Requirements to the content of standard
of the state service

      The standard of the state service shall provide:
      1) general provisions: the name of the state service;
      the name of central state body, developing the standard of the state service; the name of service provider;
      2) procedure of rendering of the state service:
      the term of rendering of the state service;
      the form of rendering of the state service;
      the result of rendering of the state service;
      the amount of payment, charged from the service recipient upon rendering of the state service, and methods of its charging in the cases provided by the legislation of the Republic of Kazakhstan;
      the work schedule of service provider; 
      the list of documents, necessary for rendering of the state services;
      the grounds for refusal in rendering of the state service, established by the Laws of the Republic of Kazakhstan; 
      3) procedure of appeal of decisions, actions (omission) of central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, as well as service providers and (or) their civil servants, public service centers and (or) their employees on issues of rendering of the state services; 
      4) other requirements in recognition of features of rendering of the state service, as well as rendered in electronic form and through the public service centers.

Article 15. Public discussion of projects of standards
of the state services

      1. Public discussion of projects of standards of the state services shall be conducted for the purposes of accounting of comments and suggestions of individuals and legal entities, rights, freedoms and legal interests of which are affected by the standards of the state services. 
      2. Central state body, developing the standard of the state service shall place the project of standard of the state service for its public discussion on the web-portal “electronic government”, its web-site and (or) web-sites of local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district, as well as ensure informing of service recipients on project of standard of the state service by other methods during five business days from the date of inclusion of the state service to the register of the state services. 
      3. Public discussion of project of standard of the state service shall be carried out during thirty calendar days from the date of its placement for public discussion. 
      4. Central state body, developing the project of standard of the state service shall draw up a report on termination of public discussion of project of standard of the state service, which subject to placement on the web-portal “electronic government”, its web-site and (or) web-sites of local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district.
      A report on termination of public discussion of project of standard of the state service shall contain:
      the list and summary of comments and suggestions, received in the course of public discussion, with annex of substantiations on accepted and (or) unaccepted comments and suggestions; 
      information on the method of familiarization with project of standard of the state service, developed in recognition of received comments and suggestions.
      Comments and suggestions of individuals and legal entities to the project of standard of the state service, received upon expiry of the term, specified in paragraph 3 of this Article shall not subject to consideration.
      Project of standard of the state service, developed on the result of public discussion, and report on termination of public discussion of project of standard of the state service shall be directed to coordination to the interested central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts.
      5. Projects of regulatory legal acts on introduction of amendments and (or) additions to the approved standards of the state services in a compulsory procedure shall subject to public discussion in the manner established by this Article.

Article 16. Requirements to development of regulation
of the state service

      1. Regulations of the state services shall be developed and approved by the central state bodies and local executive bodies of regions, cities of republican significance, the capital for organization of activity of service providers during thirty calendar days after approval of standard of the state service.
      2. Regulation of the state service, developed by the central state body shall be approved by the regulatory legal act of the central state body or its head.
      3. Regulation of the state service, developed by local executive body of region, city of republican significance, the capital, as well as for local executive body of district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district shall be approved by the regulatory legal resolution of akimat of region, city of republican significance, the capital.

Article 17. Requirements to the content of regulation
of the state service

      Regulation of the state service shall provide:
      1) general provisions;
      2) description of the procedure of actions of structural subdivisions (employees) of service provider in the process of rendering of the state service;
      3) description of the procedure of interaction of structural subdivisions (employees) of service provider in the process of rendering of the state service;
      4) description of the procedure of interaction with the public service center and (or) other service providers, as well as procedure of use of information systems in the process of rendering of the state service.

Chapter 4. RENDERING OF THE STATE SERVICES

Article 18. Rendering of the state services

      The state services shall be rendered:
      1) by the service providers;
      2) through the public service centers;
      3) be web-portal “electronic government”.

Article 19. Rendering of the state services by the
service providers

      Requirements and procedure of rendering of the state services by the service providers shall be determined by the standard and regulation of the state services.

Article 20. Rendering of the state services through
the public service centers

      1. Upon rendering of the state services through the public service centers, rendering of which provides sending of application and documents of service recipient by the service provider on paper medium, the day of reception of applications and documents shall not enter to the term of rendering of the state service, established by the standard of the state service.
      2. An employee of the public service center shall be obliged to receive application of service recipient in the existence of complete package of documents according to the list, provided by the standard of the state service.
      In the case of presentation of complete package of documents by the service recipients according to the list, provided by the standard of the state service, an employee of public service center shall refuse in reception of application.
      3. Upon rendering of the state service through the public service centers, the employees of public service centers shall carry out personal identification of service recipients. 
      4. Upon rendering of the state services through the public service centers, interaction with service providers shall be carried out with the use of information system of monitoring of rendering of the state services.
      5. An employee of public service center shall certify the electronic copy of document from the original of document presented by the service recipient upon the application of service recipient.
      6. Employees of public service centers shall be obliged to receive the written consent of service recipient for the use of details, constituting legally protected secret, contained in the information systems upon rendering of the state services, unless otherwise provided by the Laws of the Republic of Kazakhstan.

Article 21. Rendering of the state services in electronic form

      1. Rendering of the state services in electronic form shall be carried out by web-portal of “electronic government” in accordance with the legislation of the Republic of Kazakhstan.
      2. The result of rendering of the state service in electronic form shall be issuance of electronic document or document on paper medium or details from information system of “electronic government”.
      3. Upon rendering of the state service in electronic form through the public service center on the basis of written consent of service recipient, its request in the form of electronic document shall be certified by the electronic digital signature of employee of public service center, issued it for the use for the official purposes.
      4. Several state services in electronic form may be rendered on the basis of one application in the manner determined by the authorized body in the scope of informatization.

Article 22. Process optimization of rendering of
the state services

      Process optimization of rendering of the state services shall be carried out by the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts on a permanent basis in the manner determined by the authorized body in the scope of informatization.

Article 23. Informing of service recipients on procedure
of rendering of the state services

      1. Informing on procedure of rendering of the state services shall be provided by:
      1) placement of standards of the state services in the location of service providers and public service centers;
      2) application of individuals and legal entities to the service providers;
      3) placement of standards of the state services on the web-portal of “electronic government”, web-sites of central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, service providers and other mass media;
      4) application to the Unified call-center on issues of rendering of the state services.
      2. Central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts and service providers shall update information on procedure of its rendering during three business days from the date of approval or change of the standard of the state service.
      3. Central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, service providers and public service centers shall be obliged to immediately provide information on procedure of rendering of the state services with necessary explanations upon their application.
      4. Information on the stage of rendering of the state service shall be provided to the service recipients upon its application to the Unified call-center on the issues of rendering of the state services and (or) to the service provider.
      5. Central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts shall annually place a report on activity of issues of rendering of the state services on the web-portal of “electronic government”, web-sites and other mass media.
      6. Central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts shall conduct public discussions of reports on activity in the scope of rendering of the state services at least once a year with participation of service providers, interested individuals and legal entities. The results of public discussions shall be used for improvement of quality of rendering of the state services and improvement of standards of the state services.

Article 24. Payment for rendering of the state services

      1. The state services in the Republic of Kazakhstan shall be on a paid basis or free of charge in accordance with the Laws of the Republic of Kazakhstan. 
      2. Establishment of payment for rendering of the state services, free provision of which is guaranteed by the Laws of the Republic of Kazakhstan for service recipient shall not be allowed.

Article 25. Features of consideration of complaints on issues
of rendering of the state services

      1. Complaints of service recipients on issues of rendering of the state services shall subject to consideration in accordance with the legislation of the Republic of Kazakhstan in recognition of features, established by this Law.
      2. Complaint of service recipient, received to the address of central state body, local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district, service provider, public service center shall subject to consideration during five business days from the date of its registration.
      Complaint of service recipient, received to the address of the authorized body on assessment and control of quality of rendering of the state services shall subject to consideration during fifteen business days from the date of its registration.
      3. An authorized body on assessment and control of quality of rendering of the state services on results of consideration of complaint shall be obliged to:
      1) ensure integrated study of reasons of dissatisfaction of service recipient by adopted decision of the central state body, local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district, service provider, public service center on its complaint;
      2) in the case of establishment of the fact of non-observance of the legislation of the Republic of Kazakhstan in the scope of rendering of the state services on the part of the central state body, local executive body, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district, direct suggestions to their address for adoption of measures on restoration of violated rights, freedoms and legal interests of service recipient; 
      3) carry out control of timeliness and completeness of fulfilment of a complaint of service recipient on the part of central state body, local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district.
      4. The term of consideration of complaint by the authorized body on assessment and control of quality of rendering of the state services, central state body, local executive body of region, city of republican significance, the capital, district, city of regional significance, akim of district in the city, city of district significance, rural settlement, village, rural district shall be extended for not more than ten business days in cases of necessity:
      1) conducting an additional study or verification on complaint or verification on-site;
      2) receive additional information.
      In the case of extension of the term of consideration of complaint, a civil servant invested with authority on consideration of complaints shall inform the service recipient, made a complaint on extension of the term of consideration of complaint in written form (upon filing of a complaint on paper medium) or electronic form (upon filing of a complaint in electronic form) with indication of reasons of extension during three business days from the date of extension of the term.

Chapter 5. CONTROL OF QUALITY OF RENDERING OF THE STATE
SERVICES. ASSESSMENT AND PUBLIC MONITORING OF QUALITY OF
RENDERING OF THE STATE SERVICES

Article 26. Principles of conducting of control of quality
of rendering of the state services, assessment and public
monitoring of quality of rendering of the state services

      Conducting of control of quality of rendering of the state services, assessment and public monitoring of quality of rendering of the state services shall be based on the principles:
      1) legality;
      2) objectivity;
      3) impartiality;
      4) reliability;
      5) comprehensiveness;
      6) transparency.

Article 27. Features of conducting of control of quality
of rendering of the state services

      1. Control of quality of rendering of the state services shall be carried out in accordance with the legislation of the Republic of Kazakhstan.
      2. The object of control of quality of rendering of the state services shall be an activity of central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts on observation of the legislation of the Republic of Kazakhstan in the scope of rendering of the state services.

Article 28. Procedure of conducting of assessment of
rendering of the state services

      Assessment of quality of rendering of the state services, except for the state services, rendered in electronic form shall be carried out by the authorized body on assessment and control of quality of rendering of the state services in the manner established by the legislation of the Republic of Kazakhstan. 
      Assessment of quality of the state services, rendered in electronic form shall be carried out by the authorized body in the scope of informatization in the manner established by the legislation of the Republic of Kazakhstan.

Article 29. Public monitoring of quality of rendering
of the state services

      1. Public monitoring of quality of rendering of the state services shall be conducted by the individuals, noncommercial organizations on their own initiative and at their own expense.
      Public monitoring of quality of rendering of the state services shall be also conducted on the state social order of the authorized body on assessment and control of quality of rendering of the state services in accordance with the legislation of the Republic of Kazakhstan.
      2. Upon conducting of public monitoring of quality of rendering of the state services, the individuals, noncommercial organizations shall have a right to request the necessary information, relating to the scope of rendering of the state services from the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, in the case of absence of this information on their web-sites, except for the information, constituting the state secrets, commercial and other legally protected secret, in accordance with the legislation of the Republic of Kazakhstan.
      3. Individuals, noncommercial organizations shall make a conclusion on the results of public monitoring of quality of rendering of the state services. Conclusion of public monitoring of quality of rendering of the state services shall include:
      1) information on compliance with the requirements of the legislation of the Republic of Kazakhstan in the scope of rendering of the state services by the central state bodies, local executive bodies of regions, cities of republican significance, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, as well as service providers;
      2) recommendations on elimination of the facts of non-observance of the legislation of the Republic of Kazakhstan in the scope of rendering of the state services, revealed in the course of public monitoring of quality of rendering of the state services;
      3) suggestions on improvement of quality of rendering of the state services;
      4) suggestions on introduction of amendments and additions to the standards of the state services.
      4. The central state bodies, local executive bodies of regions, cities of republican, the capital, districts, cities of regional significance, akims of districts in the city, cities of district significance, rural settlements, villages, rural districts, as well as service providers shall take measures on improvement of quality of rendering of the state services in recognition of conclusion of public monitoring of quality of rendering of the state services.

Chapter 6. FINAL PROVISIONS

Article 30. Responsibility for violation of the legislation
of the Republic of Kazakhstan in the scope of rendering
of the state services

      Violation of the legislation of the Republic of Kazakhstan in the scope of rendering of the state services shall entail responsibility, established by the Laws of the Republic of Kazakhstan.

Article 31. The order of enforcement of this Law

      This Law shall be enforced upon expiry of thirty calendar days after its first official publication.

      The President
      of the Republic of Kazakhstan              N.Nazarbayev