The ASAN service centres - an example for modern administration services in the 21st century

Diplomatisches-magazin has published an article on Azerbaijan. The article titled` Azerbaijan’s Version of Good Governance and Combating Corruption` you can read HERE

Azerbaijan, the country of eternal fire, of numerous climate and vegetation zones, the Caucasus Mountains and the many cultural and artistic treasures, warm-hearted people and culinary specialties, is a hidden champion in terms of state services for its citizens.The code word is ‘asan’ In English it means simple or easy. This is exactly what the citizen service provider in the capital Baku and other large cities of the Caspian country has become. In addition, great steps are currently being taken in administrative modernization. In July 2012, the President of the Republic, Ilham Alijev, established the state agency for public services and social innovation. With this, an administrative institution was created, unrivalled in Europe and Asia. Here, public services come from one source! Under one roof, ten relevant ministries and state agencies offer all the services that a citizen would make use of in the course of their lifetime. For example, the ministries of Justice and Home Affairs are represented, as well as the State Migration Service and the National Customs Agency. Starting with the issuance of a birth certificate, there are numerous services, such as marriage, company formation and the issuance of residence permits for foreign nationals working in Azerbaijan.

The ASAN service facilities were created so that state services would reach citizens in a uniform and coordinated way: promptly and of a high-quality. The method of operation is based on the principles of efficiency, transparency, responsibility and comfort. A citizen should, in a short space of time and for low costs, receive the best administrative services, which in turn strengthens trust in state structures. The transparency of processes plays an important role too, as does the fight against corruption in the public sector that is evident as a result. The staff is multi-lingual, student volunteers help older or disabled citizens to fill out forms that can also be completed on a computer in the comfort of one’s own home. Overcrowding and rushing don’t occur; visiting times can be booked from home or one may collect an appointment number on site. Furthermore, there is also a well-run and fully- equipped call centre for Azerbaijani citizens to make use of.

On making a visit to an ASAN centre for the first time, it soon becomes apparent that all eventualities and all citizens’ needs have been thought of. There is free childcare, cashpoints, restaurants and cafes, photographers and small medical centres in which, for a fee of less than 2 Euros and in less than four minutes, a citizen’s blood group or eye colour can be determined for the issuance of a passport. The passport is then available in just a few days.

The prices for the respective services are low and often don’t even cover their costs. At the relevant counter, there is a transparent price list in the local currency Manat. However, payment takes place at one of the glass central tills, either by cash or credit card. The mobility of services is ensured in the province thanks to buses that can be found at the ASAN main centres. ASAN is an export hit for the South Caucasus country and should soon even be imported into Germany! For further information, please visit the ASAN service centre website: www.asan.gov.az.

More about: