USING MODERN INFORMATION TECHNOLOGIES AS A BASIS FOR RE-ENGINEERING UNIVERSITY BUSINESS PROCESSES: ADMISSION PROCESSES IN KAZAKHSTAN

Abstract

As part of the reengineering of public administration processes in Kazakhstan, digital solutions are increasingly being proposed to improve the efficiency and transparency of public services. One of these areas is the digitalization of the process of student admission to higher education institutions. This study focuses on the analysis of the implementation of this process in one of the large universities in Central Kazakhstan. The purpose of the study is to study the perception of digitalization by applicants and admissions staff, as well as to identify factors that facilitate and hinder the effective implementation of digital solutions. The study is based on a qualitative approach and includes semi-structured interviews and analysis of regulatory documents. The results showed that the first stage of digitalization — submitting applications for an educational grant competition through the eGov platform — was perceived positively but was not been fully implemented: technical failures persisted, especially during peak periods, and some applications continued to be processed manually. The second stage, related to the submission of original documents, was mainly carried out offline, which limited the potential of digital transformation. The factors identified in the study, such as the integration of information systems, the level of digital literacy of users and institutional readiness, highlight the need for an integrated approach to the digitalization of educational services.