ASAN service

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

"ASAN service", as part of State Agency on Public Services and Social Innovations under the President of the Republic of Azerbaijan is chaired by Inam Karimov.^[5]

Entities and services

"ASAN service" centers use a "one-stop-shop" principle at its centers,^[2] where 10 government entities and about 30 private companies provide services in a public-private partnership. More than 230 services are provided, including birth, death and marriage registration; identity cards; passports; driver licenses; real estate records; immigrant status and other civic services.^[6] Subsidiary services include banking and insurance, legal, medical, tourism and air travel.

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) manages the "space", government agencies are directly responsible for rendering their own services.^[7] 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.

"ASAN service" centers function on Monday - Friday from 10:00 am to 08:00 pm, on Saturday and Sunday from 10:00 am to 05:00 pm (without break). About 3,000 citizens visit each "ASAN service" center daily.^[8]

Five key principles of "ASAN service" centers

Sumgait "ASAN service" center

"ASAN service" ensures access to public services based on the following key principles:^[9][10]

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

As of 2016, about 15 million applications by people have been received by ASAN services since its inception. 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.^[10]

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".^[11] Azerbaijan 2016 report by EEAS acknowledged ASAN services for eliminating corruption and removing bureaucracy in public service delivery.^[12]

Services in ASAN centers

The following services are rendered in “ASAN service” centers enlisted by state entities providing them:

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 the 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 centers

There are 11 “ASAN service” centers referring public services at the moment.

1. Baku “ASAN service” center No.1 serves to all citizens registered within the territory of the city of Baku.

Baku, 36 Academician Hasan Aliyev street.^[13]

2. Baku “ASAN service” center No.2 serves to all citizens registered within the territory of the city of Baku.

Baku, 23 Nobel avenue, 2nd floor of the AMAY Mall.^[14]

3. Baku “ASAN service” center No.3 serves to all citizens registered within the territory of the city of Baku.

Baku, 157 A.M.Sharifzade street.^[15]

4. Baku “ASAN service” center No.4 serves to all citizens registered within the territory of the city of Baku.

Baku, Bakikhanov district, Sulh street, 197.^[16]

5. Baku "ASAN service" center No.5 serves to all citizens registered within the territory of the city of Baku.

Baku, Nizami district, Heydar Aliyev Avenue 115.^[17]

6. Sumgayit "ASAN service" center serves for residents of Sumgait city, Absheron, Khizi, Guba, Gusar, Khachmaz, Gobustan, Siyazan, Shemakha and Shabran districts.
Sumgait city, 15th block Baku Street, 42 D.

7. Ganja "ASAN service" center serves for residents in the Shamkir, Tovuz, Aghstafa, Gazakh, Goranboy, Goygol, Gadabay, Kalbajar, Khojali, Samukh, Dashkasan districts and Naftalan city along with the city of Ganja.
Ganja, Haydar Aliyev avenue 269.^[18]

8. Sabirabad “ASAN service” center serves for residents of Sabirabad, Imishli, Kurdamir, Hajigabul, Shirvan, Salyan and Beylagan.
Sabirabad, Heydar Aliyev, 128.

9. Barda “ASAN service” center serves for residents in Barda, Fuzuli, Aghdam, Aghjabadi, Lachin, Yevlakh and Tartar.
Barda, 100 Heydar Aliyev avenue.^[19]

10. Gabala "ASAN service" center serves for residents in Gabala, Balakan, Zagatala, Gakh, Sheki, Oguz, Ismayilli, Agsu, Shamakhi and Gobustan.
Gabala, Elchin Karimov str. 79.^[20]

11. Masally "ASAN service" center serves for residents in Masalli, Jalilabad, Astara, Lenkoran, Lerik and Yardimli.
Masalli city, Heydar Aliyev avenue.^[21]

Call Center - 108

Awards

• United Nations Public Service Award (2015) ^[22][23]
• International Safety Award (2015) ^[24]
• UGUR (2013) ^[25]

References

See also

• ASAN Imza
• ASAN Visa
• The Commission on Combat Corruption of the Republic of Azerbaijan
• Corruption in Azerbaijan

Wikimedia Commons has media related to ASAN service.

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