Abstract
The article analyzes the public service delivery system in the Republic of Kazakhstan in the context of the development of a client-oriented approach as one of the key directions of modernizing public administration. Thepurposeofthestudyistoassesstheeffectivenessofimplementinginnovativeinstrumentsforpublicservice delivery based on the analysis of empirical data, as well as to identify their impact on the quality, accessibility, and level of citizen satisfaction.Themethodologicalframeworkofthestudyisbasedonacombineduseofquantitativeandqualitativeresearch methods. The empirical basis consists of theresults of a sociological survey of the population conductedusing the digital platform of e-government (n = 27,336), as well as official statistical data, analytical reports of authorized government bodies, and regulatory and legal documents governing the processes of digitalization and reform of the public service delivery system.The research findings indicate a high level of implementation of digital and innovative instruments, which contributestoacceleratingproceduresandimprovingtheoperationalefficiencyofpublicservices.Atthesame time,persistentconstraintswereidentified,includingtechnicalfailures,excessivebureaucratization,insufficient integration of information systems, and heterogeneity of digital competencies among the population. These factorsmanifestthemselvesintherisksofdigitalinequalityandlimittherealizationofaclient-orientedapproach. The scientific novelty of the study lies in a comprehensive empirical assessment of the client-oriented nature ofpublicservicesinthecontextofdigitaltransformation.Thepracticalsignificanceofthestudyconsistsinthe possibilityofusingtheobtainedfindingstoimprovepublicpolicyandmanagerialdecision-makinginthefield of public services.