Fuad Alasgarov: ‘Newly-signed decree is the next step of reforms conducted by President Ilham Aliyev’

Fuad Alasgarov: ‘Newly-signed decree is the next step of reforms conducted by President Ilham Aliyev’
# 14 July 2012 10:40 (UTC +04:00)
APA presents the interview.

-On July 13, President Ilham Aliyev signed a decree on "Establishment of the State Agency for public services and social innovations to the President of Azerbaijan and measures to improve the services provided by public authorities". What is the purpose of the decree?

- This decree is the next step of reforms conducted by the President Aliyev. On July 11, during Cabinet meeting devoted to outcomes of Q1, 2012, the President noted the inevitability of switch to e-system. The decree embraces the application of this idea in the practice.

You know that recently, significant works are carried out in direction of integration of information communication technologies into state bodies’ activity. Appropriate legal base has been established in this regard. These services minimizes direct connect between officials and citizens, eliminates possible corruption cases and approaches citizens to state services. The realization of reforms considered in this decree will bring the citizens nearer to state services more.

-You just noted that realization of this concept will bring state bodies’ services nearer and accessible to citizens. How will those services be realized?

- This concept considers – render state bodies’ service more qualitatively, in new style, by using modern innovations. From this viewpoint, naming of centers as ASAN service, which will render services to citizens, has been selected especially. ASAN can also be translated as Azerbaijan Service and Assessment Network. First of all, ASAN – formation of new approach in ensuring of citizen satisfaction with respect to population in the activity of civil servants. It is the incorporating form of widespread ‘customer satisfaction’ idea and it will give a boost to step into new platform in official-citizens relations in the country. One of the interesting features of this idea is that these services will be presented on ‘one door’ principle. This will allow our citizens reduce individual spendings, eliminate time loss and ensure personal comfort for them.

The main principles in this concept – operativeness, transparency, civility, responsibility and comfort. Electronic boards and signs, installed at the centers, will help citizens to obtain information. Another interested side of this idea is that the service at the centers will be realized for all citizens independently from residence registration and will be open on each day of the calendar. In order to be more interesting for citizens, the centers will have children’s entertainment centers, internet cafes, banks, post offices and other functional services.

-Which services will be rendered at the centers?

-The services will be different. At the fist, direct services, self-service, call service (call center) and mobile service must be noted. The direct service is that approaching to the service department a citizen must approach and he must be rendered service on a basis of appeal. A citizen can use e-services approaching to the special rooms providing with computers by the use of self-service. By the use of call service, a citizen can get information on the services and documents via internet or telephone without arriving in the centre. All service centers will be provided with common number on the country. At the same time the “Call center” will also give information to the citizens by the use of video reception. A citizen can use special services by paying an extra fee without leaving the house or office by the use of mobile services.

-Which results are expected to achieve as results of activities of this service centers?

-The establishment of these services is obvious example of care of the state to the people, because the activities of these centers don’t restrict the services of the other state organizations and it services as an alternative service. It aims to crate maximum useful atmosphere for citizens in this process. The observation of ethics and polite behavior in the treatment with citizens is expected in these centers. The activity of these centers will increase transparence, will provide the widely usage of e-services and will service to eliminate corruption cases. It will be also a response to the current positive expectations in the society.

-What can you say about the main directions of activities of the state agency?

-The agency considers the common management of the “ASAN” service centers, providing and connection of the activities of employers of these centers within the determined requests and standards, the mutual integration of the databases of the state organizations and intensification of the organizing of e-services. The agency will also control the quality, transparence and ethics of services and carry out assessments on services.

-Are such service centers in experience of the other countries?

- There are such service centers in the other countries too and their activity is in limited framework from conceptual standpoint. ASAN service conception is more scaled and unites the services of various state organizations in common centre. It must be noted that this conception is new and of course, it will improve in implementation process. All international and the best experiences will be learnt and easier services than all aspects will be provided for the citizens according to the task of President of Azerbaijan Ilham Aliyev.

-When this service will be started?

- The project of the regulation of this service and the requests about kinds of services, rendered by the state organizations in the service centers, will be prepared in the next2 months by the order of the Azerbaijani President.