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

Authors: Aigerim Amirova; Raslana Salmanova; Rymkul Ismailova

Addresses: Academy of Public Administration under the President of the Republic of Kazakhstan, Abay Avenue 33a, Astana, 010000, Kazakhstan ' Agency for Civil Service Affairs of the Republic of Kazakhstan, Abay Avenue 33a, Astana, 010000, Kazakhstan ' Astana IT University, Mangilik El Avenue, 55/11, Business Center EXPO, Block C1, Astana, 010000, Kazakhstan

Abstract: 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.

Keywords: e-governance; digitisation; ecosystem; citizen centricity; human resources; public services; collaboration; COVID-19 pandemic.

DOI: 10.1504/EG.2026.150198

Electronic Government, an International Journal, 2026 Vol.22 No.1, pp.74 - 96

Accepted: 03 Dec 2024
Published online: 03 Dec 2025 *

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