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Abstract

This study is conducted within the conceptual frameworks of citizen-centric and inclusive public administration. Based on a survey of civil servants in Kazakhstan, the paper examines how these actors understand the principles of citizen-centeredness and inclusiveness in the context of ongoing civil service reforms. The research analyzes perceptions of civil servants regarding the role of public institutions in responding to citizens’ needs, as well as institutional conditions influencing the implementation of citizen-oriented governance practices. Particular attention is paid to the relationship between professionalization of the civil service, modernization of administrative practices, and the institutional readiness of Kazakhstan to adopt citizen-centric approaches in public administration. The findings provide insights into the opportunities and challenges of integrating inclusive and citizen-focused principles into the functioning of the civil service system.