ASAN Xidmət (ASAN Service) was established in 2012 as part of the comprehensive reforms on the modernization of public administration and public service delivery initiated by Mr. Ilham Aliyev, President of the Republic of Azerbaijan. ASAN Xidmət centers are “one-stop shop”-based locations that bring together representatives of various government entities and private companies. Services in the centers are rendered based on the “single space” approach.
The acronym of “ASAN” stands for “Azerbaijan Service and Assessment Network”. The word “asan” means “easy” in Azerbaijani. So, when people apply to ASAN centers, they expect to receive services in an easy, transparent, accessible and comfortable way.
ASAN Xidmət ice centers employ “one-stop shop” principle in the most advanced manner, whereby 10 state entities, together with private companies, provide over 250 services. This model embodies the successful example of Public-Private Partnership. ASAN Xidmət is run by the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan.
What makes ASAN Xidmət unique is that while the State Agency manages the “space”, government agencies are directly responsible for rendering their own services. The State Agency is responsible for setting standards and principles and overseeing day-to-day functioning of the ASAN Xidmət centers, whereas governmental agencies are responsible for providing quality service. Thus, there is neither duplication of functions, nor a conflict of interest between a standard-setter and those applying these standards.
Thus, a citizen can benefit from various public and private services in one center (single administrative building) at the same time by entering through one door. ASAN Xidmət operates from 10 am until 8 pm without lunch break, including weekends from 10 am until 5 pm. This enables the citizens to access the services after work hours and on their free time.
ASAN Xidmət ensures transparency, accessibility, efficiency, responsibility and comfort in the process of service delivery and enables the citizens to save time and money. Comfort has been ensured in two ways: one is the physical comfort designed for visitors, such as e-queue system, bank, post office, photo studio, emergency aid, laboratory, kids’ area, mother-care room, Wi-Fi café, self-service area, modern art corner, etc.
ASAN Xidmət centers represent a new approach to ensuring public satisfaction with the functioning of state entities and to enhancing the relationship between civil servants and the public. Nine ASAN Xidmət centers operate in the country and more are planned for opening soon.
In order to ensure the access of the citizens to services in areas that do no host physical service centers an innovative service delivery was launched: Mobile ASAN Xidmət. Well-equipped large buses travel to regions to deliver various services in rural and remote areas. This type of service is unique and ground-breaking in terms of its content and technical solutions both in Azerbaijan and beyond.
These buses enable people residing in the regions, where ASAN Xidmət centers have not been opened yet, to benefit from a range of public services. Also, citizens can order Intracity Mobile Services without leaving their place of work or home any other location, by paying additional fees as set forth in the law. Thus, all documents required for applying to services and those issued as a result of the service can be delivered to a person’s workplace or home, or any other location. In order to promote social cohesion and solidarity Intracity Mobile Services are available free of charge for people with disabilities and in need of assistance, and for children with limited health conditions.
ASAN Service widely applies modern technologies and social innovations to increase efficiency and quality of the service. The objective is not only to ensure the timely delivery of services, but also to identify the best methods of doing so. Applications include electronic queue machines, e-signature technology, video feedback booths, exit-poll monitors, etc.
Through its website, social networks (the official ASAN Facebook page has more than 385,000 “likes”), as well as the recently launched ASAN Radio - the first-ever FM radio station in the world completely dedicated to the public service delivery – ASAN Xidmət engages with the public, disseminates useful information, raises public awareness on new developments and hosts discussions of pertinent issues.
Along with the abovementioned features one of the primary principles is the respect to human rights and dignity through:
- Standardization of its work on the basis of views and opinions of citizens;
- Setting up ethical and high moral treatment of visitors;
- Design of accessible space for interaction with citizens,
- Survey-based indicators of progress and increase of quality.
The following statistical data can serve as the indicators of the level of the public’s accessibility:
- Each of 9 ASAN centers renders services to more than 2500 people daily;
- Around 8.4 million people have accessed ASAN services so far;
- Around 500 thousand persons in 112 destinations have received services through inter-regional mobile ASAN service.
- Launched in March 2014, intra-city mobile service has been rendered to 3500 persons in Baku. 470 of them were received free of charge by persons with disabilities;
- More than 900 thousand calls have been received by 108 Call Center;
- ASAN’s Facebook page enjoys around 385.000 “likes”;
- The ASAN website is visited by 25 thousand persons weekly;
- The public satisfaction rate stands at 98%.
ASAN Xidmət is the first-place winner of the United Nations Public Service Award in the category of “Improving the Delivery of Public Services” as one of the most advanced, transparent, accessible and corruption-free public service delivery mechanisms around the world. The Award is the most prestigious international recognition of excellence in public service that aims to discover new innovations in governance, and collect and share successful practices for possible replication between and within countries.
ASAN Xidmət is also a holder of the international standard on quality management system ISO 9001:2008, the international standard on occupational health and safety management system OHSAS 18001:2007, as well as the International Safety Award by the British Safety Council.
The following successful outcomes can be replicated in other countries:
- Establishment of a modern, transparent, accessible, citizen-oriented corruption-free public service delivery mechanism.
- Coexistence and cooperation of public and private entities.
- Development of professional public service officers based on a strong HR strategy.
- Universal access of all citizens to public services, through physical centers and well-equipped buses.
ASAN Xidmət is ready to share its best practices with other countries in particular as regards its HR policy, training capacity, PR strategy, construction and design of centers, application of advanced technologies, etc.
Budget: There is no clear-cut budget for this solution. Countries wishing to replicate this model may establish one service center that will deliver services of 2-3 public and private entities as a starting point. Budget may vary depending on a country and the number of services to be rendered in the centers.
Contact person: Mr. Elchin Huseynli
Phone: (+994) 12 444 74 41
Web links: www.vxsida.gov.az