ASAN service

ASAN service (Azerbaijani: ASAN xidmət) is a state agency for public services to citizens of Azerbaijan. The agency's goal is to make services more easily accessible to citizens using modern technologies.[2][3] The acronym “ASAN” stands for “Azerbaijan Service and Assessment Network”. The word “asan” means “easy” in Azerbaijani.[4]

ASAN service (ASAN xidmət)
Azerbaijani: ASAN xidmət
ASAN xidmət
Agency overview
Formed13 July 2012[1]
HeadquartersBaku, Ganja, Sumqayit, Sabirabad, Barda, Masally, Qabala, Guba, Mingachevir, Imishli, Shaki
Agency executive
  • Ulvi Mehdiyev, Chairman
Websiteasan.gov.az vxsida.gov.az

ASAN service, as part of the State Agency for Public Services and Social Innovations under the President of the Republic of Azerbaijan, is chaired by Ulvi Mehdiyev.[5]

Entities and services

“ASAN service” centers are “one-stop shop”-based locations that bring together representatives of 10 government entities and private companies providing services in a public-private partnership . More than 300 services are provided, including birth, death and marriage registration; identity cards; passports; driver licenses; real estate records; immigrant status and other civic services.[6] At the same time, functional support services, including banking, insurance, legal support, translation and other services are rendered at the center.

Services in the centers are rendered based on the "single space" approach. Thus, a citizen can benefit from various public and private services in one center (single administrative building) at the same time entering through only one door. While the State Agency (State Agency on Public Services and Social Innovations under the President of the Republic of Azerbaijan)[7] manages the "space", government agencies are directly responsible for rendering their own services.[8] The State Agency is responsible setting standards and principles and overseeing day-to-day functioning of the ASAN service centers, whereas the 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. The State Agency is an entirely new and neutral body that, in accordance with its status, sets standards, optimizes services, monitors and assesses service-providing entities.

Applications of over 36 million citizens have been received since inception of "ASAN service". Not surprisingly, the satisfaction of the citizens having accessed services stands at the rate of 99-100 percent.

"ASAN service" centers function on Monday - Friday from 09:00 am to 07:00 pm, and on Saturday and Sunday from 09:00 am to 05:00 pm (without break). About 30,000 citizens receive services by "ASAN service" daily.[9]

Five key principles of "ASAN service" centers
Sumgait ASAN service center

ASAN service ensures access to public services based on the following key principles:[10][11]

Efficiency

Efficient service delivery helps the citizens avoid unnecessary costs and save time. Thus, all necessary conditions are in place for taking a queue, obtaining information prior to applying for services and benefiting from the electronic services.

Transparency

This is the core principle of ASAN service. In order to ensure transparency in ASAN service centers proactive methods have been used, and monitors, panels, information boards have been installed. Fees for services are paid through banks and payment terminals located in the centers. All operations and transactions in the centers are video recorded. This helps achieve the total elimination of bureaucratic hurdles and conditions conductive to corruption in the centers.

Comfort

In order to provide comfort for the citizens in the centers internet-cafes, baby care rooms, children's playgrounds and self-service areas have been set up.

Politeness

This principle aims at ensuring ethical behavior. "The citizen is always right" principle constitutes main the main purpose of ASAN service. In the process of realization of this approach, employees of the centers are constantly involved in training on efficient service delivery and ethical behavior.

Innovativeness

Innovative methods are used with the aim of increasing the quality of services to the citizens through modern means.

Statistics
Baku ASAN service center No. 1

Until today, applications of over 36 million citizens have been received. Mobile ASAN service began in 2013 and helps provide universal access for citizens. It uses buses that travel to deliver services in remote and hard-to-reach areas that do not have ASAN service centers. The agency also established intra-city mobile services in the capital city of Baku. By paying an additional fee, citizens can receive services at work, home or another location they choose. Public satisfaction rate is close to 100 percent.[11]

Monitoring report by OECD in 2016 praised Azerbaijan "for advancing Azerbaijani Service and Assessment Network (ASAN) centres, which has contributed to eliminating the conditions that are conducive to corruption when delivering various administrative services to the public".[12] Azerbaijan 2016 report by EEAS acknowledged ASAN services for eliminating corruption and removing bureaucracy in public service delivery.[13]

The following table shows the anniversary applications registered in the "ASAN service" centers:

AmountDateRegistered Center
1 millionJanuary 23, 2014"ASAN service" center No1
2 millionno information
3 millionno information
4 millionno information
5 millionno information'
6 millionno information
7 millionDecember 2, 2015Sabirabad "ASAN center"
8 millionFebruary 11, 2016Mobile "ASAN service"
9 millionno information
10 million June 10, 2016 Baku "ASAN service" center No5
11 million no information
12 million October 20, 2016 Baku "ASAN service" center No5
18 million October 30 Gandja "ASAN service" center
19 million January 8, 2018 Baku "ASAN service" center No5
21 million April 16, 2018 Mobile "ASAN train"
22 million June 8, 2018 Mobile "ASAN service"
23 million July 26, 2018 Mobile "ASAN service"
24 million September 10, 2018 Sumgayit "ASAN service" center
25 million November 5, 2018 Baku "ASAN service" center No5
26 million December 25, 2018 Shaki "ASAN service" center
27 million February 13, 2019 Baku "ASAN Kommunal" center No1
28 million April 1, 2019 Baku "ASAN service" center No4
29 million May 14, 2019 Barda "ASAN service" center
33 million October 4, 2019 Baku "ASAN service" center No2
34 million November 14, 2019 Baku "ASAN service" center No3
35 million December 19, 2019 Baku "ASAN service" center No5

Services in ASAN centers

Services provided by State Entities

More than 300 different services in "ASAN service" centers enlisted by 10 state and private entities are rendered.

Ministry of Justice

  • Birth registration
  • Death registration
  • Wedlock registration
  • Registration of divorce
  • Registration of child adoption
  • Registration of changes to the given name, patronymic and family name
  • Registration of determination of paternity
  • Issuance of certificates (renewed certificates) on state registration of civil status
  • Notary service

Ministry of Internal Affairs

  • Issuance and renewal of identity cards
  • Issuance and renewal of passport of citizen
  • Renewal of driving licenses
  • Reference note about the conviction

Ministry of Taxes

  • Registration of commercial legal persons and tax payers

State Commission for Property Affairs

  • Extracts of registration of property rights over the living houses (apartments), except the initial registration
  • Reference note of state registration about restriction (encumbrance) of rights over real estate

Customs Committee

  • Receipt of customs declaration and documents for customs clearance

State Migration Service

  • Issuance of documents for permission for temporary residence and for obtaining immigrant status for permanent residence in the Republic of Azerbaijan

Social Protection Fund

  • Determining occupational pensions

National Archive Department

  • Archive references to legal and physical persons

Service for Mobilization and Conscription

  • Military registration

Ministry of Economics

  • Issuance of licenses

Food Safety Agency

  • Certification and registration

Mobile "ASAN service"

From June 1, 2013, mobile buses equipped with the latest technological equipments are used to provide services to citizens who can not come to the centers to use the services provided by "ASAN service". Mobile buses stay in each region for about two weeks. Currently, the number of served mobile buses is ten. Citizens registered in Baku and Sumgayit can also use this service. To date, more than 1,500,000 applications have been sent to ASAN mobile services.

Mobile "ASAN Train"

In accordance with the instruction of the President of the Republic of Azerbaijan, Mr. Ilham Aliyev, the project Mobile "ASAN Train" was developed, equipped with modern technical equipments to provide citizens with public services in regions where there are no "ASAN service" centers. Services are provided by 4 state bodies (Ministry of Justice, Ministry of Internal Affairs, State Committee for Property Issues, Ministry of Labor and Social Protection of Population).

ASAN Kommunal

According to the decree of the President Ilham Aliyev in May 2016, the creation of "ASAN Kommunal" centers was entrusted to the State Agency for Public Service and Social Innovations. A number of measures were undertaken in cooperation with relevant institutions in order to create ASAN Kommunal in a short period of time. The centers "ASAN Kommunal" offer 45 types of communal services from Azerigas, Azersu, Azerishig. At present, there are 2 "ASAN Kommunal" centers in Baku.

Functional support services

ASAN service centers also provide ticketing services for banking, insurance, legal, medical, broadcast, photo and cultural events.

Other Services

Call-Center 108

Thanks to the Call Center 108 where citizens can get information about the services provided in the "ASAN" service centers, and also address their suggestions and comments. This service was created in 2013.

Online Queue

To use the services provided in "ASAN" service centers, you can take online queue by visiting the "ASAN" service web-site.

Self-service

Through the computers that have access to the Internet in the "ASAN" service centers, citizens have an access to information about public services.

Idea-Bank

Through the Bank of Ideas, citizens can make their own proposals for the development of the system.

Delivery of documents

One of the services offered in "ASAN service" centers is "Document Delivery". This pilot project is offered only in "ASAN service" centers No. 1,2,3 and 5.

Service centers
Center Opening Date Field of Activity
«ASAN service» center No. 115 January 2013Citizens registered in Baku
«ASAN service» center No. 224 May 2013
«ASAN service» center No. 317 September 2013
«ASAN service» center No. 47 May 2014
«ASAN service» center No. 514 July 2015
Sumgayit3 May 2013Citizens registered in Sumgayit, Absheron, Khyzy, Siyazan, Shabran, Guba, Gusar, Khachmaz, Shamakhy and Gobustan
Ganja21 December 2013Citizens registered in Ganja, Shamkir, Gedabek, Dashkesan, Goygol, Goranboy, Samukh, Naftalan, Kalbajar and Khojaly
Sabirabad15 December 2014Citizens registered in Sabirabad, Saatly, Imishli, Kurdamir, Hajigabul, Salyan, Beylagan and Shirvan
Barda13 May 2015Citizens registered in Barda, Aghdam, Aghdjabadi, Aghdash, Lachin, Yevlakh and Tartar
Masally3 September 2016 Citizens registered in Masally, Jalilabad, Lankaran, Astara, Lerik and Yardimly
Gabala10 August 2016 Citizens registered in Gabala, Balakan, Zagatala, Gakh, Sheki, Oghuz, Ismayilli, Aghsu, Shamakhy and Gobustan
Guba 7 December 2017 Citizens registered in Guba, Gusar, Khachmaz and Shabran
Imishli 22 October 2018 Citizens registered in Imishli, Saatli, Bilasuvar, Beylagan, Zardab and Fizuli
Shaki 29 October 2018 Citizens registered in Sheki, Gakh, Zagatala, Balakan and Oghuz
Shamakhi 5 December 2019 Citizens registered in Shamakhi, Gobustan, İsmayilli, Agsu and Goycay

"ASAN service" Experience in the Spotlight of International Community

Based on the concept of the ASAN service experience, the Government of Afghanistan has established the "Asan Khedmat" public service center, which functions under the auspices of the Ministry of Finance.[14][15][16]

Awards
  • Winner of the nomination "Success 2013" for "an effective model of service and contribution to relations between the state and citizens": 2013;
  • ISO 9001: 2008 International Management Standards Certificate: 2014;
  • Sabirabad "ASAN service" center, standard OHSAS 18001:2007: 2014;
  • United Nations Public Service Award:[17][18] 2015;
  • International Safety Award (2015):[19] 2015;
  • NETTY-2018 Azerbaijan National Internet Award for the "State Site" nomination: 2018
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See also

References
  1. "Azərbaycan Respublikasının Prezidenti yanında Vətəndaşlara Xidmət və Sosial İnnovasiyalar üzrə Dövlət Agentliyinin yaradılması və dövlət orqanları tərəfindən vətəndaşlara göstərilən xidmətlərin təkmilləşdirilməsi ilə bağlı tədbirlər haqqında" Azərbaycan Respublikası Prezidentinin 13 iyul 2012-ci il tarixli, 685 nömrəli Fərmanı Archived July 31, 2013, at the Wayback Machine (in Azerbaijani)
  2. "Azerbaijan's one-stop public service shop is driving up efficiency" Retrieved January 11, 2017.
  3. "685 - Azərbaycan Respublikasının Prezidenti yanında Vətəndaşlara Xidmət və Sosial İnnovasiyalar üzrə Dövlət Agentliyinin yaradılması və dövlət orqanları tərəfindən vətəndaşlara göstərilən xidmətlərin təkmilləşdirilməsi ilə bağlı tədbirlər haqqında". www.e-qanun.az. Retrieved 2017-03-25.
  4. Jafarov, Kamal (2013-07-31). "Azerbaijan's one-stop public service shop is driving up efficiency". The Guardian. ISSN 0261-3077. Retrieved 2017-03-25.
  5. "Ülvi Ramiz oğlu Mehdiyev". vxsida.gov.az. Archived from the original on 2018-02-17. Retrieved 2017-03-27.
  6. "Archived copy". Archived from the original on 2017-04-03. Retrieved 2017-04-02.CS1 maint: archived copy as title (link)
  7. "Azərbaycan Respublikasının Prezidenti yanında Vətəndaşlara Xidmət və Sosial İnnovasiyalar üzrə Dövlət Agentliyi". vxsida.gov.az.
  8. "State Agency for Public Services and Social Innovations under President established in Azerbaijan". Trend.Az (in Russian). 2012-07-14. Retrieved 2017-05-03.
  9. http://onlaynnovbe.asan.gov.az/site/statmain
  10. "ASAN xidmət - About us". www.asan.gov.az. Archived from the original on 2017-03-30. Retrieved 2017-03-29.
  11. "Azerbaijani Service and Assessment Network (ASAN) - Centre for Public Impact". Centre for Public Impact.
  12. "Anti-Corruption Reforms in AZERBAIJAN" (PDF). Retrieved 12 April 2017.
  13. "EU Business Climate Survey Azerbaijan 2016" (PDF). Retrieved 12 April 2017.
  14. "آسان خدمت". asan.gov.af. Archived from the original on 2017-08-13. Retrieved 2017-08-13.
  15. ASAN. "ASAN xidmət - Afghanistan applies "ASAN service" model". old.asan.gov.az. Archived from the original on 2017-08-13. Retrieved 2017-08-13.
  16. "Afghanistan to adopt Azerbaijani model of public service delivery". AzerNews.az. 2016-07-13. Retrieved 2017-08-13.
  17. "ASAN service awarded UN prize". AzerNews.az. 12 May 2015.
  18. ""ASAN service" was awarded with the United Nations Prize". asan.gov.az. Archived from the original on 2017-04-02. Retrieved 2017-04-02.
  19. ""ASAN service" is a winner of international competition by the British Safety Council". asan.gov.az. Archived from the original on 2017-03-30. Retrieved 2017-03-29.

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