“I didn't think the old eGov would be praised”: Ministry of Digital Development responds to criticism of the new portal
Tengrinews.kz — The Ministry of Artificial Intelligence and Digital Development has responded to criticism regarding the updated eGov portal. First Vice Minister Rostislav Konyashkin stated that developers are reviewing feedback from Kazakhstanis and promised that user concerns would be addressed.
Following the launch of eGov 3.0, many citizens criticized the portal's new interface. Users specifically complained about small font sizes, an unfamiliar layout of sections, and difficulties in locating necessary services.
During a government briefing, a journalist brought these concerns to Konyashkin's attention, asking what the primary advantage of the new eGov version is if certain functions have become less convenient to use.
"I honestly never thought the day would come when we launched a new eGov and people would be praising the old one," Konyashkin joked in response.
The journalist clarified that the issue was not so much about praising the old version as it was about usability: previously, essential buttons were grouped together, and the font was larger.
According to Konyashkin, the new design was developed based on research and focus group surveys. However, since the portal's launch, the ministry has received a fresh wave of user feedback.
"We are monitoring social media very closely. We have received the feedback. I believe if you give us a little time, we will certainly iron out these rough edges and incorporate our users' suggestions," he stated.
What Kazakhstanis are complaining about
Since the eGov update, social media has been flooded with complaints regarding the portal's new interface. Users report that the previous version felt more intuitive and user-friendly.
Major grievances include the small font, lack of contrast, the new design of service cards, and the placement of elements on the page. Some users admit they have found it harder to navigate the portal since the update.
Screenshot from Threads
Questions were also raised regarding the visual design of the homepage—specifically a large blue banner featuring a woman and yellow decorative elements.
"What is the message behind this image of a girl and that incomplete flower in the corner?! This isn't a commercial site. What was wrong with the previous clear version with its orderly layout and readable fonts?" one user wrote.
Comments also included shorter, more blunt assessments such as "I want the old eGov back!" Other users echoed this sentiment, noting that the portal previously looked and functioned in a more familiar way.
Why eGov was redesigned
Konyashkin explained that the changes went beyond mere aesthetics. According to him, the previous eGov was running on a technology stack from roughly 2013, and its technical infrastructure could no longer handle modern traffic loads.
Consequently, the platform was completely rebuilt and migrated to modern technologies. The Ministry of Digital Development expects this to increase system stability and allow for the faster development of new public services.
Some services have already been transitioned to the new format, while others are scheduled for gradual updates through the end of the year.
Another objective was to reduce the number of steps required by the user. For instance, data and documents that the state can retrieve from other information systems are planned to be requested automatically rather than requiring the citizen to provide them.
The Ministry also plans to develop eGov GPT. In the future, users will be able to describe their life situation to an assistant, which will then find the necessary service, request the required information, and help complete the application.
Furthermore, the names of public services have been simplified in the new version. Instead of the long, formal phrasing found in the state register, names more familiar to everyday Kazakhstanis will be used.
Meanwhile, officials have promised to study and address user feedback regarding the new design.