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.
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
9. โข Reception of citizens
โข Investigation of the requests
โข Monitoring in person
โข Monitoring of statistics
โข Conducting surveys
โข 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
โข Awareness of Public Institutions
โข Assessment of Services
โข Analysis of Assessment
โข Announcement of Results