ADVANCED CONCEPT OF PUBLIC SERVICE DELIVERY

1 ADVANCED CONCEPT OF PUBLIC SERVICE DELIVERYP resentation by Mr. Elchin HuseynliDeputy Director, International Relations DepartmentState Agency for PUBLIC SERVICE and Social Innovationsunder the President of the Republic of AzerbaijanE-mail: Agency for PUBLIC SERVICE and Social Innovationsunder the President of the Republic of AzerbaijanPublic sector reforms in AzerbaijanREFORMSPUBLIC ADMINISTRATIONMODERNIZATIONEFFICIENCY AND TRANSPARENCYDEVELOPMENT CONCEPT AZERBAIJAN 2020: OUTLOOK FOR THE FUTURE Sustainable development goalsEfficient PUBLIC SERVICE deliveryAdvanced conceptsICT applicationE transformationFunctional state Required by the socio- economic development in Azerbaijan Prevalence of challenges, such as corruption , bureaucratic hurdles, lengthy procedures, subjectivity, incompetence, red tape, etc Need to increase transparency, accessibility, efficiency and accountability Low quality of relations between civil servants and citizens.

2 As well as the lack of the PUBLIC confidence in the state bureaucratic apparatus Absence of uniform standards in the DELIVERY of PUBLIC services Absence of a unified body responsible for standardization, coordination and electronization of PUBLIC services provided by various ministriesReforms in PUBLIC SERVICE deliveryState Agency for PUBLIC SERVICE and Social Innovationsunder the President of the Republic of AzerbaijanState AgencyppppOver 280 SERVICESUNDER ONE ROOFSTATE ENTITIES+PRIVATE COMPANIESASAN X DM T CENTERSSERVICE REGARDLESS OF PLACE OF REGISTRATIONC omfortable conditionsTransparency in ASAN Xidm t Access to broad information Information on services and fees Transparent SERVICE procedures PUBLIC thousand LIKES on FacebookMobile ASAN ServiceASAN payment E-queue, website and Call center-based queue systemExit poll equipment.

3 Skype complaint kioskTouch-screen monitors displaying information on services and feesSpecial equipment for handicapped INNOVATIONSE queue machineElectronic complaint boothExit poll monitorInnovations and ICT in ASAN Xidm tMr. ASANASAN PaymentElectronic application monitor9 ASAN Xidm tcenters million processed applicationsMobile ASANI nter regionalIntra citycitizens benefitted from Mobile ASAN Xidm tKey for achieving the highest level of customer satisfactionEnsures the efficiency of rendered servicesPromotes and benefits from PUBLIC feedbackBased on the special guidelines that define main principles and directionsActs as a quality indicator of ASAN Xidm t centersOverseen by a special departmentMonitoring and assessment activity in ASAN Xidm tMonitoring and assessment activity in ASAN Xidm tPurpose.

4 To ensure and assess the DELIVERY of services in conformity with theestablished principles and procedures, legal and ethical normsMethodology: Surveillance cameras that record the SERVICE process On-site presence of a department s representative Mystery shopping tool Oral, written and online surveys among citizens, including exit polls, complaints, suggestions, etc Investigation of the citizen s complaints and other information Statistics on rendered services, citizens applications, etcMeasures: Thorough investigation of all misconduct, complaints, etc Administrative measures as a result of investigations Issuance of warnings and binding recommendations Calculation of a customer satisfaction rate based on surveysThe citizen is always right !

5 !!The role of social responsibility in effective serviceEthical behavior and SERVICE cultureTime managementStress managementBusiness ethics and communicationCitizen satisfaction and work in conflict situations20,000 applications received5,500 Xidm t the winner of the2015 United Nations PUBLIC SERVICE Award 1stplace winner in the category of Improving the DELIVERY of PublicServices First time in this category among post Soviet countries Applied by several hundred initiativesfrom all over the world UNPSA the most prestigiousinternationalrecognitionofexc ellence in PUBLIC SERVICE UNPSA purpose to reward thecreativeachievementsandcontributions of PUBLIC serviceinstitutions towards a more effectiveand responsive PUBLIC administrationin countries worldwideQuality Management SystemOccupational Health and Safety Management SystemASAN s commitment to excellenceBritish Safety

6 Council AwardPROMOTING BEST PRACTICESI mpact of ASAN Xidm tConfidence in PUBLIC agenciesAccessible PUBLIC servicesTransparent and efficient SERVICE DELIVERY systemTotal eradication of corruptionAccountability and PUBLIC participationApplication of ICT and social innovationsEfficient PUBLIC SERVICE DELIVERY : What is required?Political will and commitment to excellenceProperly designed conceptGOOD GOVERNANCEI nnovative andresilient implementation plansICTs as a means, not an endEvolutionaryapproachCitizen orientedConstant capacity developmentPublic YOU FOR YOUR ATTENTION !!!