CHANGE MANAGEMENT IN THE PUBLIC SECTOR: THE CASE OF ONE-STOP-SHOPS (OSSS) IN KAZAKHSTAN

Simple item page
dc.contributor.authorAbdullah, Mohammad Habib
dc.contributor.authorAbdramanova, Dinara
dc.contributor.authorBekmagambetova, Aspet
dc.date.accessioned2024-06-12T11:34:16Z
dc.date.available2024-06-12T11:34:16Z
dc.date.issued2022-11-20
dc.description.abstractSince their establishment in 2005, one of the major challenges at One-Stop-Shop Public Service Centers (OSS PSCs) in Kazakhstan has been the ineffectiveness of employees in providing better public services, mainly due to their maladaptation to the change (digitalization). Therefore, the main purpose of this paper is to explore how employees at OSS PSCs in Kazakhstan can be effectively adapted to the change (digitalization) in order to provide world-class public services, particularly by implementing the ADKAR Change Management model in which ‘A’ stands for awareness of the need to change, ‘D’ stands for the desire to support and take part in the change, ‘K’ stands for knowledge of how to change, ‘A’ stands for the ability to implement the change, and ‘R’ stands for reinforcement to sustain the change. The data in this paper was collected mainly from the survey questionnaires which were distributed among 51 employees and semi-structured interviews which were conducted among 10 employees at 10 branches of One-Stop-Shops (OSSs) in Astana city. Based on the main findings of this research, there is a positive correlation between each element of the ADKAR Change Management model and effective performance of employees, especially at OSS PSCs in Kazakhstan. The limitation of this paper is in its scope since the main findings of this paper are based on the data collected only from Astana city. Limited literature is also another limitation of this paper. However, the findings of this paper can be used by the government of Kazakhstan to improve employees’ productivity at OSS PSCs as well as in other countries with similar contexts; it can also be used for further relevant researches and class discussions.en_US
dc.identifier.citationAbdullah, M. H. Abdramanova, D. Bekmagambetova, A. (2024). Change Management In The Public Sector: The Case Of One-Stop-Shops (Osss) In Kazakhstan. Nazarbayev University Graduate School of Public Policyen_US
dc.identifier.urihttp://nur.nu.edu.kz/handle/123456789/7839
dc.language.isoenen_US
dc.publisherNazarbayev University Graduate School of Public Policyen_US
dc.rightsCC0 1.0 Universal*
dc.rights.urihttp://creativecommons.org/publicdomain/zero/1.0/*
dc.subjectType of access: Restricteden_US
dc.subjectChange Managementen_US
dc.subjectOne-Stop-Shops (OSSs)en_US
dc.subjectKazakhstanen_US
dc.subjectAwarenessen_US
dc.subjectDesireen_US
dc.subjectKnowledgeen_US
dc.subjectAbilityen_US
dc.subjectReinforcementen_US
dc.subjectEmployee Adaptionen_US
dc.subjectBetter Public Servicesen_US
dc.titleCHANGE MANAGEMENT IN THE PUBLIC SECTOR: THE CASE OF ONE-STOP-SHOPS (OSSS) IN KAZAKHSTANen_US
dc.typeMaster's thesisen_US
workflow.import.sourcescience

Files

Original bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
G11_Change Management in the Public Sector by Mohammad_Aspet_Dinara.pdf
Size:
625.72 KB
Format:
Adobe Portable Document Format
Description:
Master`s thesis
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
6.28 KB
Format:
Item-specific license agreed upon to submission
Description:
Download

Collections

02. Master's Thesis