Kazakhstani business digital maturity: Where we stand and what’s next?

Discussing digital maturity without figures is the same as Hamlet without the prince. First, let’s look at the facts and then discuss what they can actually tell us about the market situation. For instance, in 2024, Kazakhstan ranked 34th out of 67 nations in the IMD World Digital Competitiveness ranking, which assesses the countries’ capabilities to develop and utilize digital technologies for boosting economic transformation.

Furthermore, the country’s performance breaks down as follows: 33rd in the Knowledge factor (know-how necessary to discover and develop technologies, scientific concentration, training and education); 46th in Technology (capital, regulatory and technological frameworks); and 27th in Future Readiness (adaptive attitudes, business agility and IT integration).

Frankly, these results are better than they could have been, considering the starting conditions. As the saying goes, not ending up as an outsider is already a victory — but breaking through to the leaders is an uphill battle.

Moving forward, only 8% of Kazakhstani companies assess their IT infrastructure as fully prepared for digital transformation (10 out of 10 points), according to a survey carried out by Kursiv.media and Lenovo. Most of the remaining respondents (85%) rate themselves somewhere between five and eight points.

What halts the process?

Insufficient system response rate: 17%;
Vulnerability of IT infrastructure against cyber threats: 16%;
Backup and data recovery-related problems: 15%;
Lack of proficient IT specialists: 15%.

We did our best, you know the rest. In 2024, Kazakhstan was ranked 48th out of 174 in the AI Preparedness Index (AIPI). The government has developed an AI development concept through 2029, with new legislation, infrastructure and a National Artificial Intelligence Platform planned.

Looking good on paper. However, according to data from KPMG, most companies in Kazakhstan are still only examining AI capabilities. While no enterprise has outright stated they have no plans at all, there is a big gap between having plans and actual implementation. In other words, while everyone dreams of reaching the heights of digital effectiveness, none have even started packing their bags for the journey.

By business-type segments, the financial sector stands out as the digital leader. Banks, for example, have recently accelerated digitalization of their business processes. In contrast, the oil and gas industry is also investing in IT, but the pace of progress there resembles a tank moving off-road — powerful yet slow. Meanwhile, the real economy (production and energy) is only just beginning to explore digital solutions.

Digital maturity isn’t about fancy software

Digital transformation is a topic that has been discussed in Kazakhstan for a long time. Catchphrases like «The future belongs to technology,» «AI changes everything,» and «Those who don’t digitalize will face demise» sound compelling. The problem is that behind these appealing slogans lies mere action without understanding — such as purchasing trendy IT systems without an understanding of their purpose.

During my multi-year career in IT (IT Support Group has existed for almost 25 years), I’ve seen dozens of businesses that acquired CRM and enterprise resource planning (ERP) software, subscribed to a bunch of «cloud solutions,» and then found themselves working with Excel once again. Why does this happen? The reason is simple: digitalization is not a magic button, it’s a mindset.

Why is it important? I’ve said it before and I’ll say it again: things were much easier in the past, but that’s gone and they will never be the same again.

Businesses used to operate manually, with accounting data stored in folders, orders made via phone calls and warehouse data written on paper. It worked fine back then, but the world has changed. Customers now expect «here and now» service. Your rivals are automating their processes much faster than you. The government switched to electronic documents long ago, demanding digital transparency from all. If your business still relies on paperwork, I have bad news for you: you will fall behind the entire market and not even realize it.

Digital maturity in the field

There are several stages of digital maturity:

Manual mode: Documents are processed manually, with little or no involvement of IT;
Isolated automation: A CRM here, an accounting software there — everything works, but separately;
Full-fledged digital transformation: A business built entirely around data, leveraging AI, automation and Big Data.

So, why do 80% of companies get stuck at the basic stage? Everything looks good on paper — «We stand for digitalization!» — but in reality, it’s almost always a painful throwback to the past.

The reasons are always the same: lack of strategy, employee resistance, limited expertise and problems with IT infrastructure. One day, I asked a CEO a simple question: «Who is responsible for digital infrastructure in your company?» He shrugged his shoulders and said, «Well, there’s an IT guy…» For me it’s like saying «We have a cook, so we’re ready to open a Michelin-starred restaurant.» That’s the reality we’re dealing with.

Note that the market is full of providers offering splendid turnkey systems, but after a year of inefficiency, they claim the customer used the solutions inappropriately. IT Support Group takes a different approach. We develop an IT ecosystem that boosts efficiency several-fold along with the client. We have also delegated various processes to AI, as we believe that neglecting AI now would mean being left behind in three to five years. After all, the cobbler’s children should wear shoes.

In conclusion, digital maturity is not a one-time task or project. It’s a mindset, a way of building a business. Ideally, it’s the ability to adapt and transform faster than the market itself.