ASAN Service Index Will Measure Quality of Public Service Delivery

Measuring the quality of public service delivery based on objective data is an important mechanism for improving the quality of public services. Earlier this month, Azerbaijani President Ilham Aliyev has signed decree on the launch of ASAN Service Index which will measure the quality of public service delivery. This index is created on the basis of standards of ASAN Service which is recognized as Azerbaijani brand on providing public services through one-stop shop service centers.

ASAN Service since its establishment always received high satisfaction rate by customers and it has been awarded with United Nations’ Public Service Award 2015, which is the most prestigious award in the world in the field of public service delivery.

ASAN Service Index is mainly composed of following components including access channels for public services, required time for public service delivery, e-level of information system base of public institutions and its integration with information systems of other state bodies, training level of service providers, control and complaints systems, awareness on public services and customer satisfaction measuring mechanisms. In order to understand the impact of ASAN Service Index, it is necessary to give description on some of the measurement indicators.

Multiple access channels for public services increase the comfort for citizens, create competition between service providers and encourage them to keep up with the best standards.

One of the main challenges in developing states is that information systems of service providers are not electronic and if it is electronic it is not integrated with information systems of other state bodies. This indicator will encourage all state bodies move from paper-based service delivery to electronic services within the unified e-framework.

ASAN Service Index will also assess whether state agencies provide public services to citizens within the time required by legislation. It is an important component because citizens and business people do not want to lose their time by waiting for a long time to receive a service, because time is money from customer perspective.

ASAN Service Index will enable decision-makers to identify shortcomings in public service delivery and encourage responsible authorities to take necessary measures to improve the efficiency in this field.

ASAN Service Index will be first evaluation index based on objective criteria, which will certainly innovate the way of service delivery and positively impact the citizens’ lives and business environment.