Initiative: Azerbaijan Service and Assessment Network
Institution: The State Agency for Public Service and Social Innovations under the President of Azerbaijan
Problem: Before the initiative was in place, the following issues in public administration and the delivery of public services were matters of serious concern: (i) Lack of transparency, accessibility, efficiency and accountability; (ii) Unnecessary bureaucracy, subjectivity, incompetence, red tape and petty corruption; (iii) Lengthy process of document submission, unduly delayed consideration of applications, because of varied locations and times of operation; (iv) Lack of gender-sensitive approach and negligence of the specific needs of social groups; (v) Need for better customer interface, as well as the lack of the public confidence in the state bureaucratic apparatus; (vi) Absence of a standard in the delivery of public services; (vii) Absence of a unified body responsible for standardization, coordination and digitizing of public services provided by various ministries as well as organization of public services. A better public service delivery system was needed to (i) Ensure the respect for human rights and fundamental freedoms of the citizens; (ii) Be sensitive to the needs of various social groups; (iii) Increase the quality of service; (iv) Raise the level of public confidence in the state administration.
Solution: ASAN Service is a new generation and most advanced one-stop-shop model in the country. It brings together representatives of various government agencies and private companies in one place and renders over 250 public and private services. ASAN Service offers various assistance such as issuance of ID cards, passports, residence permits, notarized documents, renewal of driving licenses, etc. Private companies render services such as banking, insurance, legal consultancy, to name a few.
Impact: The opening of the first ASAN Service centre in December 2012 marked a change in public service delivery. More than 3 million people have benefited from ASAN Services and the public satisfaction rate was at 98 per cent in 2015. In 2013, Mobile ASAN was launched to ensure accessibility of services and equal opportunities for all citizens, providing access to 60,000 citizens residing in 41 districts and is continuously expanding. Each of the six ASAN centres renders services to more than 2,500 people daily. More than 120, 000 persons in 62 areas received services through interregional mobile ASAN service. The intra-city mobile service has rendered services to 604 families in Baku. 173 of them are persons with disabilities which the services were rendered free of charge. More than 400,000 calls have been received by 108 call centres. Citizens also addressed around 73,000 inquires via the ASAN Facebook page, 30,000 via the ASAN website and 2,200 via email. In total, 289 complaints have been received and all of them have been responded to. ASAN’s Facebook page enjoys around 250,000 likes. The ASAN website is visited by 25,000 people weekly.