Challenges

Prior to the establishment of the Agency for Sustainable and Operative Social Provision (DOST Agency) under the Ministry of Labour and Social Protection of Population (MLSPP) of the Republic of Azerbaijan, several issues in the delivery of public services in the fields of labour, employment and social protection were of serious concern. These included the main methodological and procedural guidelines that were based on outdated approaches, which resulted in constant and recurring problems in the process of providing social services. Also, the old model caused long queues, wasted time, disregarded citizens’ opinions and complaints, required documents to be collected from several authorities and decentralized the delivery of services.

Accordingly, a vital need arose for restructuring and optimizing the processes of service provision. The use of advanced technologies and methodologies for provision of social services, a strategic approach to setting goals and objectives that meet the requirements of a rapidly changing environment, continuous human resource development and a focus on institutional development were the main criteria for a successful transformation and the smooth transition to digital service provision in the country. 

Toward a Solution

To address these problems and requirements, the MLSPP adopted innovative solutions that unified all social service provision processes and introduced “single-entry-point” principles. To develop the new concept, experiences of 14 countries such as Australia, Brazil, Canada, Chile, China, Denmark, France, India, Mongolia and Norway were used as benchmarks.

The DOST Agency covers over two million people through its five service centres and provides 154 labour and social security services free of charge. The new system has gathered the databases of twenty executive authorities under one umbrella, eliminated red tape and bureaucracy and brought to zero the risks of corruption and bribery. These changes have boosted the population’s well-being, strengthened public attention to vulnerable groups by implementing innovative solutions and maximized citizen satisfaction with the government’s service delivery, improving the citizen-state relations via good governance.

Moreover, the DOST Agency has built effective external relations to ensure multi-institutional and coordinated provision of services. To this end, Central Coordination Unit (CCU) was established to provide 26 services from more than 20 governmental organizations and public agencies to the family members of the martyr’s and to war veterans through the “single-entry-point” platform in DOST centres. Following the Rules of State Monitoring in the Field of the Rights of Persons with Disabilities (2020), the DOST Agency presides over the multisectoral Commission on the Implementation of State Monitoring on the Rights of Persons with Disabilities and conducts state monitoring in this field and reports to the Cabinet of Ministers.

By 2025, all responsibilities for the provision of social services will be transferred to the DOST Agency. According to the DOST Concept 2020-2025 plan and its budget forecast, to strengthen the financial sustainability of the Agency, it is envisaged to introduce new paid services and ensure the reduction of human resource and infrastructure costs by providing most services remotely.

Institutional sustainability factors of the new system include its legitimized institutional and legislative framework, the “single-entry-point” model, an effective monitoring and evaluation system, and lowered financial burden to the government due to decreased administrative costs. For users the system is sustainable as it offers a modernized Call Center, service passports and manuals (description of service delivery mechanism) and offers a list of home-based and mobile services.

To achieve the SDGs, the DOST Agency follows the principles of universality, inclusivity, and accessibility in its operations for all. The DOST Agency supports gender equality in service delivery, implements various projects with a focus on social protection and employment of women and promotes gender equality in its human resource policy. The DOST Agency cooperates with local and international institutions to promote sustainable growth, ensure access to technologies and knowledge, and safeguard the rights of vulnerable groups. DOST has already received several international recognitions and awards, such as the ISSA “Best Practice Award for Europe – 2022” competition Certificates of Merit, Honorary Diploma of the International Association of Pension and Social Funds and the ESN European Social Services Awards 2021 in the “Technology” Tool category.