Podcast 🎧 & blog: In Kyrgyzstan, all services are under one ‘roof’
In Central Asia, Kyrgyzstan is advancing fast in digital development. A series of initiatives in the last ten years significantly brought the country forward in increasing the efficiency and effectiveness of service delivery. However, the transformation does not stop there.
With support from both the population and high-level decision-makers, digital leaders in the country have the opportunity (and full legitimacy) to look further ahead. Nuria Kutnaeva, Minister of Digital Development of Kyrgyzstan, tells us in this podcast episode where the country is at – and where it is headed next.
State of digital transformation in Kyrgyzstan, explained
Speaks for itself, already, the fact that the Minister of Digital Development of Kyrgyzstan was among the notable digital leaders taking part in panels at the e-Governance Conference 2024. The country has made considerable progress in digital transformation. According to Kutnaeva, this comes down to three factors of extreme relevance – introducing unified ID numbers, the roll-out of its national interoperability platform, and the use of mobile applications.
Unified ID numbers
“Starting from 2014, we introduced a unified identification number because every citizen needs an identification number that can be in the passport, social certificate, or other documents. This marked a significant step toward greater digitalisation,” Kutnaeva explains. And while works progressed on digital identity, they did so too on building digital bridges between information systems.
Tunduk, the data exchange platform
Based on the Estonian X-Road, Kyrgyzstan developed and put to work jointly with the e-Governance Academy the Tunduk – a secure data exchange layer connecting various government databases and services. As in other cases of implementation of national X-Road instances, here too the name is symbolic. “Tunduk” is the local word for the roof of a yurt, a traditional home in Central Asia.
All services are under one roof. “This philosophical approach helped us gain acceptance, and many information systems started integrating. In 2016, the government took on piloting a data exchange platform, X-Road, and started implementing it. By 2018, we had officially introduced the X-Road system. Today, over 160 public services are available online,” Kutnaeva describes.
Mobile coverage and applications
Public services are available also via mobile applications. More than a necessity, this was an opportunity – thanks to a deep and wide-ranging mobile connectivity coverage. “Our country has about a 98% mobile penetration rate, meaning almost all citizens have smartphones, with some owning two or three. This high penetration allowed us to move towards mobile versions of our public services portal, ” Kutnaeva says.
Citizens can access on their phones and smart devices all information and digital documents available for access, such as IDs, driver licenses, and birth certificates, all of which are legally recognised and can be used in various official settings. “It was important to make these services legally binding. Meaning, citizens can use their mobile application to show their ID card at banks, notary offices, and for internal flights, which must be accepted by these institutions. This legal recognition has significantly increased the usability and convenience of our digital services, making them an integral part of everyday life,” Kutnaeva explains.
Widespread support is fundamental – from top to bottom
Making digital documents legally binding indicates something we very well know, though – that digital transformation can’t happen with technology alone. Legal systems must be adapted accordingly, and broader adoption comes only when society is on board too.
“Changing mindsets is one of the biggest challenges in digital transformation. Many people initially think digitalisation is just about technology and IT solutions. They expect quick and smooth transitions, but it’s much more complex. It’s not just about implementing IT solutions or passing legal acts, it’s about fundamentally changing how people think and operate,” Kutnaeva says.
To do so, support must be both grassroots and top-level – from people and politicians. “One challenge to address was definitely educating people on the importance of digitalisation, updating laws, and ensuring political support. We are fortunate to have strong support from our President and Cabinet of Ministers, which has been crucial. Every ministry has a Deputy Minister for digitalisation, acting as an ambassador to promote and understand the importance of digitalisation. Training these deputy ministers was fundamental to ensure they are informed on modern digital trends and practices.”
Continuing, Kutnaeva and changemakers in the country realised also the importance of involving the public, and specifically the youth, in digital transformation efforts. “We held a regional forum where we asked young people to become digital ambassadors, helping their elderly relatives download and use the Tunduk application to access public services online. And this approach has been incredibly successful! Young people are often more tech-savvy and can easily assist others in navigating digital platforms. This not only increases the adoption of digital services but also builds a community-wide understanding and support for digital transformation,” Kutnaeva highlights.
The value of learning from others and international partnerships
On the way to further digital development, international partnerships and learning from other countries’ successes and failures were crucial. Case in point, the decision to adopt the X-Road system from Estonia was based on its proven effectiveness in ensuring interoperability among government systems.
In parallel and next to that, knowledge exchange and capacity building were facilitated by the support of international partners. “For instance, attending the e-Governance Conference in 2016 was very informative. Such platforms allow for the exchange of ideas and experiences, helping us understand what has worked elsewhere and what hasn’t,” Kutnaeva highlights.
An ever-valid adage returns here. “We don’t need to reinvent the wheel. Instead, we can adopt and adapt successful models to fit our context. Collaborations with organisations like the e-Governance Academy and UNDP have provided helpful insights and resources, assisting us in implementing robust cybersecurity measures and effective digital solutions. This helps us align our digital initiatives with global best practices and standards. International cooperation has been fundamental to our digital transformation.” But true digital leadership, now, looks ahead. Artificial intelligence is another area where Kyrgyzstan is moving forward.
So what’s on the menu, now? Using chatbots to handle routine inquiries and improve customer service in government offices. But also, exploring ways to deploy AI for road safety, and in public service centres to increase efficiency and delivery. On top of that, the government is working on regulatory frameworks to manage the risks coming from widespread AI use and availability, such as deepfakes and privacy concerns.
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