Setting up of ASAN Service has made Azerbaijan an innovational regional actor of the public sector. Founded in 2012 by the State Agency for Public Service and Social Innovations under the President of Azerbaijan, Ilham Aliyev; ASAN – The word in Azerbaijani language it means “easy”, has redefined governmental approach in the way services are provided to the public. Single- windowing of multiple state services in ASAN Service have made services delivered more citizen- centric, accessible, and efficient – in contrast with the bureaucracy, corruption, and inefficiencies which are issues other post-Soviet states experience. My article outlines the process of Change Management in ASAN Service, continuation of its use, results, and potential development.
Background
Before the establishment of ASAN Service, Azerbaijan has faced numerous problems in the sphere of governance. There were problems such as bureaucratic rigidity, corruption and low public credibility as was observed in other transitioning economies. Access to public service was characterized by long waiting times, much paper work, and perceived charges beyond formal fees. Noting the fact of the necessity of change, the Azerbaijani authorities started the process of New Public Management reforming. At the heart of such a vision was the use of technology to improve on the quality of offered services, the eradication of corrupt practices, and the ease of access to those services.
The government’s approach was focused on the implementation of technology strategies that would minimize the need for human work input and thus, possible cases of unethical behavior at the work place. ASAN Service was envisaged as a single point of call to address a host of governmental services and to develop a clear and efficient system.
Implementation of ASAN Service
Thus, ASAN Service functions as a one-stop-shop model for addressing the government and subsequent interactions that should be effective and efficient. The following features underpin its success:
- Centralized Service Delivery
ASAN is an app that combines a number of government services such as passports, properties, and bills payments. It also is advantageous since one does not have to go to several offices in other to attend to their needs.
- Digital Integration
All sort of services are available online hence people can fill their forms and conduct various transactions from the comfort of their homes. It has been more convenient especially for practicing working persons and for those residing in remote regions due to this digital change.
- Mobile Units
To support this idea, mobile service units complete with the technology perform offer services to rural and poor areas. Pandya refers to this as an approach to connecting geographical divides and also reduce inadequacy of public service.
- Transparency Mechanisms
Contractual, for its part, uses open feedback mechanisms and whistleblower lines where citizens can rate the quality of ASAN’s services. This accountability framework has helped to enhance citizens’ trust as it has greatly reduced corruption by decentralizing on the extent to which people interact with officials.
Impact Analysis
ASAN Service has yielded transformative results across multiple dimensions:
- Enhanced Efficiency
It has been using online services for the submission of ASAN Service’s applications for over two years, having reached 45 million applications by the end of 2023, 26% of which were fulfilled in less than 15 minutes. It further backs up its ability to manage service delivery effectively by reducing the waiting time for services by a huge margin.
- Reduction in Corruption
The increase of services delivery through computerization and centralization has significantly reduced space for bribery and informal payments. Through integration of more automatic systems so that there is limited room for corruption and manipulation, ASAN has created a more efficient working experience for the public.
- Economic Gains
The general realization of various sessions centrally has led to the reduction of expenditure. The government has channeled these resources to infrastructure formation, social issues and advancing of the innovative technology.
- International Recognition
Thus, ASAN Service achievements are recognized both domestically and internationally and has received the United Nations Public Service Award. They make the focus on Azerbaijan as a leader in the process of modernization of the public administration.
Challenges and Lessons Learned
While ASAN Service’s success is undeniable, its implementation was not without challenges:
- Technical Infrastructure
Building the right digital structure called for investment, thus molecules of money were invested. Secure Internet-based environments, linking services of different state authorities, and introducing high technologies into physical facilities were the initial challenges.
- Public Adoption
The creation of awareness to encourage the use of digital services, starting with the citizens in the rural community and of the older population, required a vigorous campaign. It concerns raising awareness about the changes, and an increased understanding of the new system could only be established through the support of various awareness campaigns and educational programs carried out throughout the country.
- Scalability
The extension of ASAN Service to rural areas were needed more resources as a result. Tasks of such nature were covered by the mobile units, but expansion of such a service across the states was still a resource consuming endeavour.
Future Prospects
Recently, there has been a favorable opportunity for the development of ASAN Service in Azerbaijan by using modern technologies, including artificial intelligence and blockchain tools. They anticipate that AI integration will handle lowly tasks and make them more efficient, support better decisions, and make services smart; while Blockchain will enhance data integrity and openness. Such developments are made to enhance the effectiveness, increase the level of dependability, and improve the accessibility of the system toward making new records in the area of market electronic government.
Conclusion
So, ASAN Service is one of the best examples of how progressive changes within public administration and efficient usage of technologies can be successfully implemented. The needs of the citizens of Azerbaijan are well taken care of, and the rights of the White Revolution and anti-corruption measures have ensured that services are delivered efficiently, inconspicuous petty corruption and a light wallet to the country. Striving to bring more changes to ASAN Service, the development of which is in progress, the example of Azerbaijan provides valuable lessons for other countries that need to modernize governance systems. Thus, the case of ASAN Service demonstrates that the idea of innovation, the vision of a strategic change, and public confidence are the key to systematic change.
Mr. Muhammad Ali Pasha Analyst and Expert on Central Asia, South East Asia, China, Türkiye and Middle East. Furthermore, he is a writer and poet.
