Presentation given by Azerbaijan at the Service Design and Delivery in a Digital Age - Academies for EaP countries. Topic 1: User-centric design and delivery.

1. AZERBAIJA
Service delivery
via the ASAN
service centres

2. State Agency for Public Service and Social Innovations
under the President of the Republic of Azerbaijan
USER-CENTRIC DESIGN AND DELIVERY
6-10 February 2023
Paris, France

3. Ministry of Justice
Ministry of
Internal Affairs
Ministry of Labour
and Social Protection of
Population
State Customs Committee
Ministry of
Economy
Single address Services with the
same standards
Mobile services Regular trainings of
public officials
Online queue
system
Delivery of ready
documents
Other State Entities

4. 190 services
30 private organizations
170 services
15 public organizations
+ = 360 services
ASAN Service Centers
PUBLIC-PRIVATE PARTNERSHIP

5. 2022: 52+ mln.
Number of applications in 2022:
60+ mln.
24 SERVICE CENTERS
3 UPCOMING CENTERS
1 ASAN TRAIN
3 UTILITY
SERVICE CENTERS
10 ASAN BUSES

6. MOROCCO
AZERBAIJAN
AFGHANISTAN
FRANCE
KOREA
INDONESIA
IT
AL
Y
MONTENEGRO
UGANDA
16+
Memoranda signed with countries and
international organizations
Presentations on “ASAN Service”
delivered across the world
70+
Meetings with foreign country
representatives
1000+
100+
Coverage in the global media
International Relations
TÜRKİYE
UNITED ARAB EMIRATES

8. 325
monitoring
criteria
Code
of
conduc
t
Professionalis
m of the staff
and quality of
the services
Service
provision in
accordance
with the law
Implementation
of the
Principles of
ASAN
Monitoring and Assessment

9. • Reception of citizens
• Investigation of the requests
• Monitoring in person
• Monitoring of statistics
• Conducting surveys
• Mystery shopper
Organization of Monitoring
Carrying out monitoring by cameras
installed at the service areas
Situation Center
1. ASAN Mobile app
2. Direct requests of citizens
3. Social networks
4. Call Center
5. The book of complaints and suggestions
6. E-mail address
7. Surveys
Complaints and feedbacks are
received through:

10. ASAN Assessment Index
The services that show the best result (5-star service) in all parameters are identified
• Awareness of Public Institutions
• Assessment of Services
• Analysis of Assessment
• Announcement of Results

11. “ASAN Appeal”
SITUATION CENTRE
Step 1 Step 2
Step 3
Problem Solution
Information System