Presentation given by Azerbaijan at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 3: Quality management systems and quality culture.

1. AZERBAIJAN
State Agency for
Public Service
and Social
Innovations

2. S tate Agency for
P ublic S ervice and
S ocial Innovations
under the P resident of
the R epublic of
Azerbaijan
Investigating the efforts being made to
maintain and ensure the quality
management standards
12-S ep-20 23 2

3. B rief Overview of
S AP S S I
• S APS S I was established in 20 12 in accordance with the Decree
of the President with the aim of optimizing public service delivery
processes in Azerbaijan;
• Primary focus areas include public services, innovation (such as
fostering the startup ecosystem), and social initiatives (such as
facilitating the growth of S ME s);
• S APS S I supervises the activities conducted by its subsidiary
organizations involved in the areas above;
• S APS S I first commenced its operations through “AS AN S ervice”
– a unique one-stop-shop model accommodating the provision of
different public services under a single roof;
• C urrently, the “AS AN S ervice” centers provide over 40 0 services,
rendered by 17 public and 30 private institutions;
• It thus serves as a highly citizen-oriented model.
12-S ep-20 23 3

4. Quality
Management
S ystem at S AP S S I
• In 20 14, S APS S I was rewarded
with the international IS O
90 0 1:20 0 8 certificate in
relation to quality management
of the “AS AN S ervice” centers;
• At the time, the audit was
carried out by Intertek UK .
12-S ep-20 23 4

5. HR Management System
ASAN Assessment Index
Monitoring and Evaluation

6. Monitoring and E valuation (1)
Monitoring and evaluation at SAPSSI investigates matters such as, but not
limited to:
• Compliance of “ASAN Service” employees with rules of conduct and ethics;
• Organization of operations at "ASAN Service" centers in accordance with
certain guidelines and legislation;
• Level of expertise and competence exhibited by the personnel.
SAPSSI has devised 7 mechanisms used for collecting citizen feedback on
services daily. These range from conventional comments book to special
windows on the official websites, allowing citizens to file their complaints or
make suggestions.

8. HR Management
Employee Performance Assessment
The performance of staff is subject to monthly assessment carried out by
the Human Resources and Monitoring and Evaluation Departments of
SAPSSI.
The Process
• The assessment is carried out through the HR Management portal that
can be accessed by every employee working at SAPSSI and its subsidiary
bodies;
• This is done in accordance with pre-established guidelines on
monitoring and evaluation of staff performance;
• Each month, every employee starts off with the score of 75 and may
then earn up to 100 points by the end of the month.
Main Takeaway
• Excellent performance exhibited by staff is rewarded with additional
opportunities for their professional development (e.g., specialized
training programmes)

10. ASAN Assessment Index

11. Improving on service usability
Keeping information on services
up to date
Ensuring Transparency
Measuring the degree of
professionalism among employeees
Maximizing the efficiency and
quality of services
Enhancing control and complaint
mechanisms
ASAN Assessment Index
- Purpose of Assessment -

12. Implementing the one-
stop-shop mechanism to
render services more
accessible
Simplifying the ways of
applying for service
Ensuring accessibility of
services for persons with
disabilities
Integrating information
systems of public
institutions
Providing services in a
timely manner
Improving the work of call
centers
Ensuring a high degree of
professionalism among
employees
Maximizing the rate of
citizen satisfaction
Impact of the Assessment on Service Development

13. P.S. Apologies for the lack of colors on this one.
Didn’t have enough time to make the finishing touches 
Thank you for your attention!