Kamran%20agasi

The New Generation of Public Services in Azerbaijan

Kamran Agasi

The State Agency for Public Service and Social Innova;ons under the President of the Republic of Azerbaijan

October 2015

Billions

GDP Growth in Azerbaijan 100 80 60 40 20 0

Survival Data Source: World Bank Database

Explosive Growth

Consumerism Transforma;on

Period of TransformaAon • Young generaAon • The new reality -­‐ oil is being leG out of the equaAon – Role for private investments will increase substanAally – Stronger push towards diversificaAon, and greater role for services in the overall economy.

• ModernisaAon of the public services

Poverty reducAon in Azerbaijan (% of populaAon) 60 50

49.6

40 30 20

15.8

10

5.3

0

2001 Data Source: World Bank Database

2007

2013

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

Rapid Nationwide Roll Out January 2013 Baku “ASAN service” center No. 1 June 2013 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 December 2014 Sabirabad “ASAN service” center March 2015 Barda “ASAN service” center July 2015 Baku “ASAN service” center No. 5

Ø We are planning to open two more centers in the next 6 six months

EvoluAon of ASAN Concept TO FROM STATE CENTRIC SERVICES

HUB OF SERVICES

ASAN Service Centers Become Attractive for Businesses

-­‐ Mobile

operators

- Cable TV - Internet Providers - Utility Companies - Insurance - Legal Advice

- Medical services - ID Photos - Translation services - Tourism - Advertisers - Bank services - Apostille

OVER 280 SERVICES

UNDER ONE ROOF

MORE THAN 6 MILLION PEOPLE HAVE USED ASAN SERVICES SINCE 2013

2500-­‐3000 ENQUIRIES PER DAY PER CENTER

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

230,000

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.

Twiaer.com/asanxidmat Â

ASAN SERVICE IS THE WINNER OF THE 2015 UNITED NATIONS PUBLIC SERVICE AWARD • 1st place winner in the category of “Improving the Delivery of Public Services”

• First Ame in this category among post-­‐Soviet countries • UNPSA – the most presAgious i n t e r n a A o n a l r e c o g n i A o n o f excellence in public service.

• UNPSA purpose – to reward the c r e a A v e a c h i e v e m e n t s a n d contribuAons of public service insAtuAons towards a more effecAve and responsive public administraAon

InnovaAons Centre as a link between People, Investors and Government

Government InsAtuAons

Community Ideas Blue Prints I-­‐labs

InnovaAon Hub Private Business Community

THANK YOU FOR YOUR ATTENTION

Back up Slides

Educa;onal background of volunteers Master degree

Bachelor degree

13%

Secondary educa;on

11%

Male to female percentages of volunteers Male

76%

Female

28% 72%

Billions

GDP Growth in Azerbaijan 80 60 40 20 0

Survival

Data Source: World Bank Database

Explosive Growth

Consumerism

Services as % of GDP 40.0 35.0

36

30.0

30.0

25.0 20.0

23.8

15.0 10.0 5.0 0.0

2006

2010

2014

Transcaucasia Sandwich

Azerbaijan aGer regaining the independence – a period of survival • PoliAcal turmoil – Crisis of trust

• Economic collapse – GDP has shrunk by half – InflaAon of over 1000%

• War with Armenia – Every 8th person is a refugee – Highest number of refugees per capita in the world

Wide Range of Public Services Ministry of Jus;ce • Birth registraAon • Death registraAon • Wedlock registraAon • RegistraAon of divorce • RegistraAon of child adopAon • RegistraAon of determinaAon of paternity • RegistraAon of changes to the given name, patronymic and family name • Issuance of cerAficates • Notary service Ministry of Interior • Issuance and renewal of idenAty cards • Issuance and renewal of passports • Renewal of driving licenses • Reference note about the convicAon

State Service for Mobiliza;on and Conscrip;on •

Military registraAon and removal of conscripts and ciAzens with military duty

Ministry of Taxes •

RegistraAon of commercial Legal persons and tax payers

State Social Protec;on Fund •

DeterminaAon of occupaAonal pensions

State Commiaee for Property Affairs • •

Extracts of registraAon of property rights over the living houses (apartments) (except the iniAal registraAon) Reference note of state registraAon about restricAon of rights over the real estate

State Customs Commiaee •

Receipt of customs declaraAon and documents for customs clearance

State Migra;on Service •

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

State Commiaee for Land and Cartography Issuance of reference note on informaAon about land cadaster

•

Na;onal Archive Department •

Issuance of archive references to legal and physical persons

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

BriAsh Safety Awards 2015

Key Success Factors • Strong poli;cal will • Building up strong accountability • Developing new psychology of civil servants • ApplicaAon of innova;ons