Effective Communication Strategy to Mitigate Citizen Complaints: Case from Kazakhstan

Bokayev B. Zhanzhigitova Z. Sadykova K.
2022 Innovation Journal

Innovation Journal
2022 #27 Issue 3

This paper explores the potential impacts of effective communication strategies on handling with citizen complaints. Governments from all over the world recently learnt a number of important lessons as a result of poor public relations during the COVID-19 outbreak. Public confusion and misunderstanding may result from poor government communication, not just during the global coronavirus pandemic. The purpose of this paper is to highlight the benefits of the recently launched eOtinish services for citizen complaints, as well as their implementation process, benefits, and obstacles. This quick analysis of Kazakhstans evolving eOtinish program review is meant to serve as a conceptual starting point for future studies on effective e-government adoption. This article provides government with recommendations for establishing effective citizen complaint strategies through effective communication channels for use with the public. By using the eOtinish as a case study we propose to understand technological change in the public sector, in particular, how technology influences administrative capacity, through a new concept of technological capacity. The results of this study suggest in order to seek new solution in managing people complaint government reach to conclusion that implementation of technological changes fundamentally alter how public organizations function and how services are delivered.

citizen complaints , communication channel , eOtinish , innovation , Kazakhstan

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Academy of Public Administration under the President of the Republic of Kazakhstan, 33a Abay Avenue, Astana, 010000, Kazakhstan

Academy of Public Administration under the President of the Republic of Kazakhstan

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