Abstract
In response to increasing expectations for efficiency and quality in public administration, the modernization of medical–administrative processes in Kazakhstan’s public healthcare organizations is gaining strategic importance. This study aims to identify factors that influence managerial and economic efficiency in public healthcare institutions, with particular attention to patient and staff satisfaction as indicators of public service quality and institutional resilience. The research is based on a quantitative methodology involving two parallel surveys: one among patients who received medical care, and another among medical personnel using a continuous sample of key professional categories. This approach provides a comprehensive view of how public healthcare services are perceived by both service recipients and frontline providers. The findings indicate that patients generally rate professionalism, communication, hygiene, and the availability of basic services positively. At the same time, many respondents report dissatisfaction with the level of digitalization and access to electronic public services. Similarly, medical staff view working conditions as satisfactory but note insufficient digital tools and a need to strengthen digital competencies. These results point to the necessity of reengineering public healthcare processes, emphasizing digital transformation, improved service design, and greater alignment with user needs. The research highlights the importance of systematically integrating citizen and employee feedback into mechanisms of quality management and public service improvement. It also outlines directions for further research, particularly the development of an assessment model for digital maturity and managerial performance in public healthcare organizations. Key words: economy, quality management, reengineering, service quality, citizen satisfaction, digital transformation, managerial efficiency.