A Competency Model of Inclusive Governance: A Human-Centered Approach to Civil Service in Kazakhstan

Zhuldyz Davletbayeva; Ulan Bekish; Alexandr Zagrebin; Adilet Kusherbayev

doi:10.52536/3006-807X.2025-3.006

Authors

Zhuldyz Davletbayeva Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan Author https://orcid.org/0000-0002-2271-1570
Ulan Bekish Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan Author https://orcid.org/0000-0001-8979-4238
Alexandr Zagrebin Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan Author https://orcid.org/0000-0003-2418-584X
Adilet Kusherbayev Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan Author https://orcid.org/0009-0006-1874-2135

DOI:

https://doi.org/10.52536/3006-807X.2025-3.006

Keywords:

inclusive governance, civil service, competency model, human-centered, public administration

Abstract

In the context of the transformation of public administration systems, inclusive and human-centered approaches that focus on addressing the needs of citizens and increasing the participation of various social groups in decision-making are becoming increasingly important. The purpose of this article is to develop a conceptual model of civil service competencies that support the implementation of inclusive and human-centered governance within the framework of the “Listening State” concept. The methodology of the study includes an analysis of strategic and regulatory documents of the Republic of Kazakhstan, as well as a comparative review of international practices from the United Kingdom, Canada, and New Zealand. The practical implementation of the model involves the development of behavioral indicators that take into account regional and cultural specificities, the introduction of mandatory training programs on inclusive leadership, intercultural communication, and digital literacy, as well as the establishment of regular competency assessments using adapted 360-degree feedback methods. Additional important steps include strengthening interagency coordination and developing digital citizen feedback tools to enhance openness and engagement. At the same time, potential risks such as resistance to change, limited funding, and institutional inertia may arise, requiring strong leadership support and a phased implementation plan with continuous monitoring. The results can be used to revise approaches to the selection, training, and evaluation of civil servants and to guide the development of a new civil service model that is focused on citizens’ needs and the promotion of human-centered governance.

Author Biographies

Zhuldyz Davletbayeva, Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan

Associate Professor, National School of Public Policy of the Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan
Ulan Bekish, Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan

PhD, Vice-Rector, Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan
Alexandr Zagrebin, Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan

DPA candidate at the Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan
Adilet Kusherbayev, Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan

DPA candidate at the Academy of Public Administration under the President of the Republic of Kazakhstan, Kazakhstan

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