No abstract

Urban governance is a multidimensional process, based on planning, allocation of limited resources, implementation of current and investment tasks, monitoring and control. The management processes involve stakeholders with different interests, role, and degree of involvement in management. At the institutional level, there are central government organizations that provide the parameters of urban policy on a country scale, city politicians and managers responsible for managing all urban systems and the citizens themselves. The inconsistency of interests and plans reduces the attractiveness of the city, can lead to an increase in the cost of living, an outflow of population. This article discusses how the concept of a smart city can affect the quality of management and improve the quality of decisions. Case of Kazakhstan cities allows us to conclude that the quality of management and interaction of participants affects the sustainability of the city's development in all areas of development. Good governance affects economy, lifestyle and living conditions, attractiveness for living. In turn, new opportunities used by citizens to influence policies create the sustainability in city's development.

The paper uses an approach to modeling management processes based on ontologies, describes the experience of redesigning activities in the provision of public services. A description of the sphere of rendering public services in Kazakhstan is given, approaches to building a conceptual business model of a single operator (provider) of public services are described. Using the example of the transformation of the activities of a public service provider (NС JSC "State Corporation "Government for Citizens"), the effects of application are shown and the reserves for optimizing costs associated with the performance of public functions are estimated.

In Kazakhstan, the implementation of individual Smart City initiatives began more than ten years ago. Comprehensive goal setting was carried out in 2017 as part of the Digital Kazakhstan state program, and a comparative rating for the cities is being calculated from 2020. The article describes major factors that influence stakeholders' expectations and limitations associated with the unbalanced penetration of Smart City technologies. The article substantiates the need to adjust the national policy and change priorities for successful Smart City projects.

Public services are one of the basic forms of interaction between the population and the state apparatus. Modern challenges require significant flexibility, focus on meeting the needs of citizens and the availability of a sufficient level of competence of employees and institutions involved in the provision of public services. The article describes the sphere of rendering public services in Kazakhstan, a conceptual business model of a single operator (provider) of public services. Using the example of the transformation of the activity of a public service provider (NJSC State Corporation “Government for Citizens”), the effects of application are shown, and the reserves of cost optimization are estimated as a result of the application of modeling of management processes based on ontologies. An important result of the study is the assessment of the possibility of digital transformation of the public services sector and replication of the results on the activities of the state apparatus.