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Descriptive statistics made it possible to identify the opportunities that open up to
government agencies with proper reputation management.
The scientific novelty of the dissertation research is the comprehensive
approach we have developed to the formation, development and maintenance of
the organizational reputation of the state apparatus with the help of management
mechanisms and the corresponding scientifically based results, which include:
– identification of theoretical aspects of the concept of the organizational
reputation of the state apparatus with its restriction from the concepts of image,
publicity, brand, goodwill;
– definition of the concept necessary for the management of the
organizational reputation of the state apparatus;
– assessment of the factors forming the organizational reputation of the
domestic state apparatus based on the RepTrak methodology;
– development of a management model of the organizational reputation of the
state apparatus;
– preparation of recommendations on improving the organizational reputation
of the state apparatus and fixing the relevant terminology in the Kazakh legislation.
The following scientific provisions are submitted for protection:
1) the theoretical aspects of the concept of organizational reputation of the
state apparatus, which differ from the concepts of image, publicity, brand and
goodwill, are revealed. The formulation of the concept of organizational reputation
of the state apparatus is proposed: a set of evaluative opinions of various
stakeholders on the results and activities of public administration bodies;
2) the approach necessary for the management of the organizational
reputation of the state apparatus is defined. The organizational approach to the

study of the organizational reputation of the state apparatus includes issues of
formation, evaluation and analysis of organizational reputation, as well as the
development of strategies and measures to improve the organizational reputation of
state bodies. This approach involves studying not only external stakeholders, but
also internal stakeholders of the state apparatus;
3) the methodology for assessing the organizational reputation of the state
apparatus is determined, based on the RepTrak methodology, which includes the
study of the quality of services, innovations, working conditions, management,
interaction with stakeholders, the image of civil servants and effectiveness;
4) a model for managing the organizational reputation of the state apparatus
has been developed. This model can be applied both to a specific state body and to
the state apparatus as a whole. The developed model takes into account the
assessment of the organizational reputation of the state apparatus, internal
stakeholders and risks, and therefore has an advantage over existing models of
reputation management;
5) recommendations have been developed to improve the organizational
reputation of the state apparatus, which set out the need to formalize the values of
public service; training civil servants to build effective communications, including
in social networks; constant surveys and monitoring of opinions in social
networks; developing comments on the current Code of Ethics of Civil Servants of