The initiative
In order to enhance the efficiency and quality of services, such as issuing residence permits, driving licences, ID cards, child adoption certifications and customs declarations, a new e-service was launched by presidential decree on 13 July 2012: the Azerbaijani Service and Assessment Network (ASAN).
The anti-corruption element was addressed by redefining relations between state agencies and citizens, eradicating or minimising direct contact between them and, as a result, enhancing transparency and eliminating opportunities for corruption. The move towards greater efficiency was addressed by creating a one-stop shop for a wide range of state services. ASAN’s objectives are set out on the State Agency for Public Service and Social Innovations:
- “To reduce extra expenses and loss of time by citizens. [1]
- “To respect ethical rules and civilised behaviour towards citizens.
- “To upgrade the level of professionalism.
- “To strengthen confidence towards the state structures.
- “To increase transparency and strengthen the fight against corruption.
- “To ensure a greater use of electronic services.
- “To expand the effectiveness of institutional reforms in this area.”
As in many other countries, e-services are used to make interactions between government and civil society more efficient and transparent.
The challenge
The public impact
The published statistics about ASAN’s use are as follows:
- “More than 240 services. [2]
- “Over 3000 volunteers involved.
- “Over 135,000 citizens [who are unable to attend a centre] are served through the Mobile ASAN Service.
- “Over 440,000 calls received by 108 call centres.
- “Each [of the seven] centres provides services to more than 2,500 people per day.
- “Four million citizens have used ASAN services.
- “Public satisfaction rates of 98 percent.”
- Eight million citizen applications have been received.
ASAN won first place in the western Asian region in “Category 1 – Improving the Delivery of Public Services” in the 2015 United Nations Public Service Awards. [3]
Although there is no absolute correlation between Azerbaijan’s levels of corruption and the introduction of ASAN, the country has moved up 24 places in four years to 119th place in the Transparency International’s 2015 Corruption Perceptions Index, with a modest increase in its “cleanness” score. [4]
Stakeholder engagement
The initiative was established on the initiative of the president of Azerbaijan, Ilham Aliyev. He is the key stakeholder. ASAN is run by a chairman, appointed at the discretion of the president. The main administrative stakeholder is the State Agency for Public Service and Social Innovations, which is responsible for ASAN and coordinates its functions with the ministries of justice, health, transport and others.
The EU cooperates with ASAN in some of its administrative functions. “Congratulating the Chairman [Inam Kerimov] for the obtaining of the ISO 9001:2008 certificate Mrs. Mard [Malena Mard, Head of Delegation, Ambassador of the European Union] emphasised that: ‘ASAN is a model for a successful public services provision that … has been able to make a significant positive difference for many citizens of Azerbaijan. The EU is proud to have been among the first international partners to co-operate with ASAN…’ The EU funded a project … relating to the improvement of corporate, ISO and HRM standards[, which] was implemented from September 2013 to April 2014 and had a budget of about €300,000”. [5]
Political commitment
Clarity of objectives
Strength of evidence
Feasibility
Management
The management of ASAN is highly centralised. “‘The State Agency [for Public Service and Social Innovations] is the central body of executive power that carries out the unified management of ASAN service centres … coordinates the work of the personnel of the state entities acting in those centres, holds control and provides assessments, carries out the mutual integration of databases of state agencies, accelerates the organisation of electronic services and improves the management system of this area.’ (Decree 706 of the President of the Republic of Azerbaijan, 5 September 2012, Annex 1, 1.1.)” [8] The Chairman of the State Agency “organises the activities of the State Agency, appoints and discharges personnel, determines the structure of the apparatus of the State Agency, and represents the State Agency”. [9]
At the lower level of management, the ASAN service centres “have been equipped with the right public servants with the right skills – they have a highly-motivated, flexible, diverse and skilled workforce which is capable of providing high-quality, personalised public services… Because all the payments in ASAN centres are made online, through the post office or pay-point kiosks, the quality and speed of services has been improved and services have become much more responsive and cost effective… The fact that there is no cash-flow in the centres also increases transparency and reduces the risk of corruption.” [10]
Measurement
Customer satisfaction is measured on the basis of a certain set of yardsticks e.g., the number of citizens who are satisfied with the application form.
A ‘Citizen Satisfaction Survey’ is carried out quarterly. “The main criteria considered in the calculation of satisfaction rate are the following:
- Number of citizens who are satisfied with responsibility, transparency, and efficiency;
- Number of citizens who are satisfied with the application form;
- The accuracy with which the queue was followed;
- Number of citizens without any other kinds of complaints.”
Statistical data is collected on a daily basis and is then used for taking administrative decisions. “In addition, all the services provided by government agencies are being continuously monitored and evaluated.” [11]
Alignment
The actors involved in the successful functioning of the ASAN service centres are the president of Azerbaijan, the State Agency of Public Service and Social Innovations, the ministries that cooperate with ASAN, such as the ministries of justice and of health, the volunteers and staff involved, and the members of the public who use the service.
“One of the positive outcomes of the network is that young volunteers aged from 17 to 25 are helping citizens who are incapable of filling in applications themselves.” [12] For those who cannot attend one of the seven ASAN centres, “the Agency developed a mobile service of cars and buses equipped with all the necessary technologies to provide the same services to all the Azerbaijani people”. [13]
10 March 2015, VISION – The Think-Tank, London
Kamal Jafarov, 31 July 2013, The Guardian
2015, United Nations Department of Economic and Social Affairs
2014, Delegation of the European Union to Azerbaijan
asan xidmat, The State Agency of Public Service and Social Innovations