Abstract:

This paper analyses implementation of the New Public Management ideas in Kazakhstan using the case of a joined-up 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. The service integration policy is an attempt of Kazakhstani government to reduce corruption and improve quality of public services. The author argues that despite positive achievements in making public services more transparent and accessible, the adopted “alternative-access” service delivery model was not able to implement in-depth changes in the working practices of the public sector and improve service quality. Implementation of the managerial ideas was limited and constrained by the institutional framework and culture prevailing in Kazakhstani bureaucracy. The main conclusion is that the governments of transitional countries need to critically analyse 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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