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Queues at Kazakhstan’s public service centers may soon fade as the government moves to convert them into Apple Store–style digital offices, shifting the 10 most-used services fully online to speed up access and reduce wait times.

This was reported by the Infohub.kz news agency.

What changed and why it matters

Vice Prime Minister and Minister for Artificial Intelligence and Digital Development Zhaslan Madiev unveiled the modernization plan at a government meeting on 6 January 2026. According to his presentation, citizens make about 15 million visits to service centers each year, and 80% of that traffic is concentrated in just ten services.

The ministry began fully digitizing these high-demand services last year, and some have already moved to an online-only format. Early results show a decline in in‑person visits, supporting the push to redesign physical centers.

How the new digital offices will work

Under the plan, traditional counters will be replaced by open self-service zones equipped with computers, terminals, and kiosks where citizens can complete procedures independently. Staff roles will shift from accepting documents to providing guidance and technical support, phasing out the familiar “window–queue–paper” model.

Local governments on the hook

Madiev said regional akimats must outfit the new offices with appropriate equipment and infrastructure. The goal is to make each “convenient digital office” a recognizable calling card of local administrations and a consistent user experience across the country.

Data protection to match the upgrade

To safeguard personal information as digital services expand, authorities have outlined measures such as masking and hashing sensitive data and prohibiting bulk data exports. These steps are intended to strengthen information security alongside the service overhaul.