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The New Generation of Public Services in Azerbaijan

Kamran Agasi Director of Innovations Center The State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan Brussels - September 2014

Billions

GDP Growth in Azerbaijan 80 60

40 20 0

Survival Data Source: World Bank Database

Explosive Growth

Consumerism

Poverty reduction in Azerbaijan (% of population) 60% 50% 40% 30%

50%

20%

6%

10% 0%

2001 Source: World Bank Database

2012

How it all started?

• President of the Republic of Azerbaijan pushed forward an initiative that the government needs a new generation of public services that will meet day to day growing demands of citizens in the modern age.

• A new State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan was established in July 2012 to manage ASAN Services.

• January 2013 the first ASAN center starts to operate.

The Philosophy of ASAN Create a role model for Public Services in the 21st Century – Making them: • • • • •

Accessible Accountable Efficient Transparent Innovative

Wide Range of Public Services Ministry of Justice

State Committee for Property Affairs

• • • • • • •

•

• •

Birth registration Death registration Wedlock registration Registration of divorce Registration of child adoption Registration of determination of paternity Registration of changes to the given name, patronymic and family name Issuance of certificates Notary service

Ministry of Interior • • • •

Issuance and renewal of identity cards Issuance and renewal of passports Renewal of driving licenses Reference note about the conviction

State Service for Mobilization and Conscription •

Military registration and removal of conscripts and citizens with military duty

•

State Customs Committee •

Registration of commercial Legal persons and tax payers

State Social Protection Fund •

Determination of occupational pensions

Receipt of customs declaration and documents for customs clearance

State Migration Service •

Issuance of documents for temporary and permanent residence permits and granting work permit to carry out paid labor activity in the territory of the Republic of Azerbaijan to foreigners and stateless persons

State Committee for Land and Cartography •

Ministry of Taxes •

Extracts of registration of property rights over the living houses (apartments) (except the initial registration) Reference note of state registration about restriction of rights over the real estate

Issuance of reference note on information about land cadaster

National Archive Department •

Issuance of archive references to legal and physical persons

ASAN Service Centers Become Attractive for Businesses

-

Mobile operators Utility Companies Insurance Legal Advice Apostille Bank services

- Medical services - ID Photos - Translation service - Tourism - Advertisers

Rapid Nationwide Roll Out January 2013 Baku “ASAN service” center No. 1 June2013 Baku “ASAN service” center No.2

September 2013 Baku “ASAN service” center No. 3 May 2013 Sumgait “ASAN service” center December 2013 Ganja “ASAN service” center May 2014 Baku “ASAN service” center No. 4  We are planning to open two more centers this year, and five more next year

Right to be informed Free of charge nationwide “Call” center - 108  Information about services offered by ASAN  Information about document requirements for specific service or application

 Ability to make an appointment  Ability to submit feedback or suggestions in regards to “ASAN service” centers.

Innovations at “ASAN service” centers

– Skype cabins are installed to efficiently respond to citizens’ complaints and questions

– Exit poll computers are envisaged to hold survey on quality of service

Mobile “ASAN service” – Mobile buses are operating in the regions where the “ASAN service” centers are currently absent – Busses are fully equipped with latest high tech tools that allow us to provide all ASAN services on the go.

Intra-city mobile “ASAN service” • The citizens can receive ASAN services to their address.

• It is offered for free to disabled, insuring social solidarity within society.

Latest Statistics  Each Center daily receives 2000 -2500 enquiries.  Over 2 mln citizens have been served since January 2013  We reached capacity to serve 5.5 mln people, which is equal to 55% of overall population.

Within a year more than 230 000 Facebook fans Number 1 in social media in terms of activities and popularity.*

First “One-Stop-Shop” Agency to obtain ISO 9001:2008 Quality Management System

ASAN service meets İSO standard - Meeting requirements of citizens - Assuring citizen satisfaction

- Continuously improving quality of services

THANK YOU FOR YOUR

ATTENTION