On April 12, the e-Gov portal (eGov.kz) celebrates its 20^th anniversary. Over the past two decades, eGov.kz has evolved from an informational platform into a fully-fledged digital ecosystem, becoming an integral part of everyday life for every citizen of Kazakhstan and a symbol of the country’s technological transformation.

The history of eGov.kz is one of steady and consistent evolution, which began in 2006. Its foundation was laid by the Presidential Decree No. 1471 as of November 10, 2004 “On the State Program for the Development of e-Government in the Republic of Kazakhstan for 2005-2007”. Initially, the portal operated as a reference resource, providing citizens with access to information on public services and government agencies.

In its early years, the basic e-Gov infrastructure was established, enabling the delivery of services online. Afterwards, the development progressed gradually, from the launch of the first electronic services to transactional services with online payments, and later to integrated services combining multiple processes within a single real-life event.

Key components of the digital infrastructure were introduced, including state databases, departmental information systems, eLicense.kz portal, National Certification Authority of the Republic of Kazakhstan, and e-Government Gateway. This significantly facilitated access to the most in-demand public services and reduced the need for in-person visits to the government agencies.

Digital services have fundamentally transformed the user experience. For example, it became possible to register a legal entity in just 15 minutes or register the birth of a child online while simultaneously applying for benefits and securing a place in kindergarten.

In 2019, the e-Gov mobile application was upgraded and continued its development as eGov Mobile. The pandemic period became both a major challenge and a turning point for growth. Under mobility restrictions, eGov.kz effectively became the primary channel of interaction between citizens and the state, ensuring uninterrupted access to key services in a remote format. In 2020, biometric identification was introduced, significantly lowering barriers to accessing services. During this period, the number of users and online services grew substantially, digital documents expanded, and projects such as Smart Bridge, Smart Data Ukimet, and eGov Business were launched.

Today, e-Government has become a routine tool of everyday life. The portal has over 15 million registered users, and the total number of services provided has exceeded 508 million. More than 111 million services have been delivered through the eGov Mobile app alone, reflecting a steady user shift toward mobile scenarios. Currently, around 90% of more than 1 300 public services are available online, and users have access to 39 digital documents.

"Over the past 20 years, eGov has evolved from an informational portal into a large-scale digital ecosystem that has become an integral part of everyday life for millions of Kazakhstani citizens. Today, more than 90% of public services are available online, and interaction with the government is becoming faster and more convenient. We are moving to a new stage - eGov 3.0, where proactive services and Ai-driven solutions play a key role. I would like to thank everyone who stood at the origins of this journey and continues to advance the country`s digitalization, shaping a modern and efficient state", said Zhasslan Madiyev, Deputy Prime Minister - Minbister of Artifical Intelligence and Digital Development of the Republic of Kazakhstan.

At the current stage, the development of eGov.kz and its components is focused on the active implementation of AI solutions, including tools such as eGov AI and the AlemGPT platform, which enable simpler, more intuitive, and user-friendly interaction with the government, including in the format of natural dialogue. A multi-agent platform, AlemGPT, is currently being tested, which will enable users to receive end-to-end public services, i.e. from request to result. In the future, it is expected to become a full-fledged AI assistant across all the public services.

Kazakhstan’s high level of e-Government development has been recognized globally in the UN Global E-Government Development Index. In 2024, Kazakhstan ranked 24th out of 193 countries, and also ranked 10th in the Online Services Index (OSI), alongside global leaders such as South Korea, Denmark, and Estonia. The UN experts highly praised the effectiveness of Kazakhstan’s e-Gov system and its components, operated by NITEC JSC, as well as the use of digital solutions to improve citizens’ quality of life.

At the same time, information security remains an absolute priority. The protection of personal data is enshrined at the constitutional level and is considered a cornerstone of trust in public digital services, alongside ensuring the resilience of digital infrastructure.

Behind these figures and technologies lies the most important outcome - millions of hours saved, fewer trips for Kazakhstani citizens, and a significant reduction in bureaucratic burden. The eGov has evolved from a convenient tool into a true digital partner for both the state and society.

Today, we are taking the next step toward a smarter, more responsive, and truly human-centered government. Twenty years ago, it was hard to imagine that registering a child’s birth, registering at a place of residence, or applying for benefits could be done in just a few minutes without leaving home. Today, this is our everyday reality.