Presentation by Mr. Azad JAFARLI, SIGMA Bilateral Event on the Principles of Public Administration and their use for public administration reform in Azerbaijan, 24 November 2016, Baku, Azerbaijan.
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Presentation by Mr. Azad JAFARLI, Chief of Staff of the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan during Bilateral meeting on the Principles of Public Administration and their use for public administration reform in Azerbaijan held in Baku on 24 November 2016
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Presentation by Mr. Azad JAFARLI, SIGMA Bilateral Event on the Principles of Public Administration and their use for public administration reform in Azerbaijan, 24 November 2016, Baku, Azerbaijan.
- 1. Chief of Staff of the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan Public service delivery reforms in Azerbaijan: ASAN xidmət Presentation by Mr. Azad JAFARLI
- 2. STRATEGIC OUTLOOK Complex measures will continue in order to improve methods and mechanisms of governance in government agencies and to ensure that citizens and organizations can use services in a simple, easy and free manner, while the number of state services provided to the public through electronic channels will increase.
- 3. Common space for public and private entities to unite their services around a citizen! AZERBAIJAN SERVICE AND ASSESSMENT NETWORK
- 4. Over 230 services ASAN xidmət embraces the potential of PPP Access to quality services is a crucial milestone
- 6. Over 400,000 “LIKES” on Facebook
- 7. 11 ASAN xidmət Centers 12,5 million applications
- 9. Customer is always right in ASAN xidmət
- 10. ASAN xidmət fosters a new generation of service providers… … and instills a new mindset in its employees !!!
- 11. Broadening scope of ASAN xidmət
- 12. ASAN SUPPORT TO FAMILY BUSINESS
- 13. MANAGING PROCESSES from production to sales Planning production Packaging and design Storaging Processing orders Supply and shipment Arranging sales
- 14. ABAD PRINCIPLES Branding family businesses Customer- and demand oriented Quality Innovation
- 18. THANK YOU FOR YOUR ATTENTION !!!
Notes de l'éditeur
- Transparent, efficient and citizen-oriented public administration is crucial for adequate functioning of a state. The modernization of the public administration to achieve these goals represents a serious challenge for states. First and foremost, such transformation requires vigorous political will of a leadership to effectively respond to challenges and successfully implement political, economic and social reforms in the country. Furthermore, it also requires innovative approaches, consistent and resilient implementation programs. In the last decade, Azerbaijan has been among the fastest growing economies in the world. Owing to the strong national policies, Azerbaijan has managed to maintain positive trends in the sphere of economic and social developments. Advancing and diversifying economy, promoting social welfare and creating a better life for the people have been the top priorities of the government. Several years ago the President of the Republic of Azerbaijan Mr. Ilham Aliyev launched comprehensive reforms, including in the field of public administration. The core objective of these reforms was to increase the efficiency, effectiveness and transparency of public services through the citizen-centric entity.
- In December 2012 the leadership of the country approved the Development Concept “Azerbaijan 2020: The Vision for the Future”. It is a roadmap that takes stock of the past achievements, outlines concrete goals for the future development and sets a framework for the country’s transition from a traditional, input-based economy to a knowledge-based, diversified and competitive economy . The Concept gave a strategic outline for the modernization of public service delivery in Azerbaijan. It resolved to strengthen institutional potential in the country by developing human resources in the public sector, expanding the fight against corruption, enhancing electronic government and continuing institutional reforms. In this context, it undertook to continue complex measures to improve methods and mechanisms of governance in government agencies and to ensure that citizens and organizations can use services in a simple, easy and free manner, while increasing the number of state services provided to the public through electronic channels.
- As a part of this reform, a new, modern and innovative public service delivery mechanism called ASAN xidmət was established. 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.
- First of all, ASAN xidmət provides a common space for public and private entities to unite their services around a citizen! It fully embraces the potential of Public-Private Partnership. Now 10 ministries, 3 state-owned companies and 25 groups of private companies deliver over 230 services from single physical locations called ASAN xidmət centers.
- Secondly, ASAN xidmət centers provide the services in a most innovative and comfortable manner. The convenience of citizens and their easy use of services are our primary goal. The centers offer top quality conditions for citizens: medical services; kids’ area; mother-care room; self-service area; internet café; complaint booths; digitalized services.
- Thirdly, total transparency and inclusiveness! The success story of ASAN xidmət is mainly due to transparency and involvement of the public into its ongoing activity. Joint projects with civil society institutions, public awareness initiatives as well as public discussions are held via various means. This helps expand public participation in relevant processes of social interest overseen by the State Agency. ASAN xidmət is largely benefitting from the social media. ASAN Facebook pages has garnered over 400 thousand followers. The nationwide toll-free Call center provides information about the services rendered in ASAN xidmət centers. The Center responds to more than 25 thousands calls per month. Our next novelty is the recently launched social media project - ASAN Radio. It is the first-ever FM radio station in Azerbaijan, and I believe in the world, completely dedicated to the public service delivery. The radio broadcasts programs intended to disseminate information on public service delivery and raise public awareness on new developments. Ideas of our citizens are the main source of inspiration for us. Enabling various channels for the public participation is of paramount importance. For that purpose some years ago we introduced the Bank of Ideas. It is the portal that provides a platform for our citizens to express their views and ideas on the evolution of ASAN xidmət and the public service delivery area in general. Those ideas are effectively transformed into action to further perfect our system and meet the expectations of our citizens.
- Fourthly, accessibility. ASAN xidmət ensures each citizen’s unhindered and easy access to public services. It is ensured through 11 ASAN xidmət centers and Mobile ASAN xidmət buses. And so far, 12.5 million applications have been processed by ASAN xidmət.
- Mobile ASAN xidmət involves well-equipped 10 buses that travel to the regions to deliver services in rural and remote areas right on the place. It is a top innovative tool developed by the State Agency. It aims to ensure the universal accessibility to services throughout the country. This service represents our proactive approach to bringing state services to the people. This type of service is conceptually new and, in fact, ground-breaking in Azerbaijan and beyond. So far, over 870 thousand persons have received services via ASAN buses. The State Agency has also launched intra-city mobile services via special vehicles in the capital city of Baku. Intra-city mobile services enable citizens to receive services at work or home address, or any other location they wish. In order to promote social solidarity, these services are available free of charge to all persons with disabilities and to children with limited health conditions.
- What novelty did ASAN Service bring into the sphere of public service delivery in Azerbaijan? First and foremost, the highest level of transparency and an effective monitoring system in ASAN Service centres was conducive to totally eradicate corruption. Corruption is already past page for us. ASAN Service has brought efficiency! It has streamlined the service delivery process and simplified procedures for easy, unhindered and comfortable access to public services. The customer satisfaction rate with ASAN services stands at 98 percent.
- ASAN fosters a new generation of public servants. It instils a new mindset in its employees! ASAN actively engages young people! So far more than 9000 young people have successfully undergone a volunteer activity in “ASAN service” centers. Also, nearly 600 professionally distinguished young people have been employed by us and other state entities, private companies and enterprises.
- ASAN introduced revolutionary changes in mindsets and transformed government from being reactive to being proactive. Its scope of activities has been broadening to other areas as well. “ASAN Kommunal” centres In order to deliver utility services in a more qualitative, comfortable and innovative manner, and ensure citizens’ satisfaction in this sphere, the State Agency has been tasked with the establishment and unified management of “ASAN Kommunal” (ASAN Utilities) centres that will ensure the delivery of utility and other customer services to individuals and legal entities from a single location based on the principles and standards of ASAN Service. At those centres electricity, gas and water supplying companies will render utility and other customer services via advanced information and communication technologies. “ASAN Pay” system “ASAN Pay” is a multifunctional payment system. It enables the electronic delivery of administrative penalty decisions to citizens and the electronic payment of administrative fines and those required by the enforcement of court decisions. “ASAN Pay” system has the capabilities of electronic delivery of administrative penalty decisions and foto- and video-footage of traffic rule violations to the citizens’ emails and mobile phones; monitoring the validity of administrative penalty decisions and sending notification on their expiration; making online payments of administrative fines through a mobile phone application. The system can also be used for payments of utility, landline and mobile phone services, mortgage and municipal taxes (profit, land, property, mining and local), as well as fees for certain ASAN services. ASAN Service Index ASAN is also tasked with developing ASAN Service Index, based on which it will conduct assessment of the services contained in the Electronic Registry of Public Services in accordance with a number of parameters, such as availability of information about services and means of applying for them, duration of service provision, electronization of database used in the delivery of services and their integration with other entities’ information systems, organization of trainings on service management, existence of feedback and monitoring mechanisms and tools for measuring public satisfaction. The Electronic Registry of Public Services (www.dxr.az) is a unified information portal on all public services (electronic and non-electronic) rendered by all state entities in Azerbaijan. It was developed by ASAN in 2015. “ASAN Visa” Another task recently assigned to ASAN is to design and manage the “ASAN Visa” system in order to launch an electronic visa system that will simplify visa application procedures for foreign nationals and stateless persons visiting Azerbaijan, and enhance efficiency and transparency in this sphere. The new system will allow foreign nationals or stateless persons to apply online for an electronic visa, submit necessary information online, pay visa fees online and receive an electronic visa within three working days to their email addresses.
- Recently, the leadership of Azerbaijan has initiated ABAD project. ABAD public legal entity under the aegis of the State Agency has ben established upon the Decree of the President of Azerbaijan. ABAD stands for ASAN Support to Family Business. ABAD centers throughout the country will manage the activity in different areas of agriculture such as development of family businesses, production of commodities through these businesses, rendering services and branding, promotion of production and consumption of quality products in line supplier needs and market demand by applying professional approach and innovative methods along all the business processes. Overall objectives are: support the socio-economic development of the regions; ensure public participation in the regional development; increase the employment level of the regions’ population; ensure application of modern technologies and innovations in the development of family businesses; support the development of competitive individual family businesses inside the country; contribute to the development of export-oriented national family business brands Among the main objectives is the provision of financial and technical support to the development of family businesses and branding in the field of agriculture, handicraft and craftsmanship within ABAD – ASAN Support to Family Business. The implementation of the project will lay the foundation for developing globally competitive family businesses in Azerbaijan. As can be seen from the worldwide experience a number of global brands once started as small family businesses later transformed into huge holdings, transnational companies and corporations transgressing their national boundaries and turning into world-renowned brands. But the background of those companies reveals that an initial capital, technical and financial support provided by public and private entities and application of the most advanced technologies have played a crucial role in the formation of their family businesses. Shaping this tradition in Azerbaijan, establishing family businesses, providing support to them at early stages are important in terms of their future development prospects. The activity of ABAD is based on the efficient use of resources and the application of novelties and innovative methods. The center ensures the establishment of family businesses
- Services rendered by ABAD Centers are followings: business consulting services marketing services financial services legal aid services sales organization services
- Principles of ABAD are the following: Personal Branding - specialisation of the initiator based on the rules of the market, long-term economic development, support family businesses’ development and recognition in the country; Customer and demand oriented Follow initiator at all the stages of establishment and development of family businesses by directing to the right direction, to encourage the production of products that are in demand; Quality - Product branding, to form common features which will union consumer satisfaction and aims of forming long term economic initiatives; Single Approach - the establishment of family businesses, find the best solutions for development and apply in a centralized manner; Innovation - applying the most advanced technologies to increase the income, effective management of processes, prevent product and time loss. Expected outcomes of ABAD can be classified in the following directions: Economic and Social Benefits Increase of people's revenue Household development Providing residents of city with organic food Forming value chain Support forming specialized owners in different areas of industry Forming family brands Create global competitive family brands Specialization Increase awareness of people in business planning and financial management Supply chain and effective system
- Foto of ABAD Center in Masally ABAD centers will be rolled out in other regions as well, such as Balaken and Ismayilly
- Interior of ABAD Center in Masally
- Container or, other words, production facilities to be allocated to family businesses