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 4: Gathering user insights and feedback.

1. AZERBAIJAN
Public service
design and
innovations

2. Public service design
and innovations
State Agency for Public Service and Social Innovations

3. Simplification and improvement of
public services
Applying design thinking
to the services and
redesign
Setting standards
Areas of activity of the public service
design direction
3

12. User interviews
Empathy maps
Journey mapping
5 Whys
Interview with extreme users
Startup mindset
Empathy

13. Journey mapping

14. 5 Whys
Mind map
Fishbone diagram
Affinity diagram
Entity diagram
Define

15. Starbursting
SCAMPER
Role-Playing
Reverse-Thinking
Random Stimulus
Silent Brainstorming
Analogy and Metaphor
Cheatstorm
Worst Possible Idea
Ideate

16. Storyboarding
Sketches and Diagrams
Paper Interface
Role-Playing
Wizard of OZ
Prototype
Using:
3D model
Sketch
Adobe Illustrator

17. Test

18. Universal operator is the process of implementation of several public services by one employee
This includes the submission of ready
documents to the person applying
through the universal operator, their legal
representative, or a person authorized
under a power of attorney.
Azerbaijan Experience
Universal
operator
59 SERVICES

20. BI TOOLS FOR
STANDARTIZATION
State Agency for Public Service and Social Innovations

21. KEY STATISTICAL FACTS ABOUT ASAN SERVICE

22. Electronic Queue System
Citizen statistics Operator statistics Service statistics

23. “ASAN Queue” system
It is possible to take a turn through "ASAN Queue" both online and by coming to the center .

24. Service standards
each service has a standard
execution time
faster than standard
in standard
service is delayed

25. Operator statistics

26. Operator statistics
Sum Served
Not
approach
ed
Rejecte
d
Operator 01 9:56:23 10:01:53 19:58:16 03:13:41 00:05:14 37 36 1 0 39
Operator 02 10:01:05 09:48:07 19:49:12 05:38:10 00:08:15 41 37 4 0 38
Operator 03 9:57:10 09:59:00 19:56:10 04:51:25 00:06:47 43 43 0 0 24
Operator 04 9:56:58 10:02:40 19:59:38 05:45:14 00:09:35 36 34 2 0 19
Baku "ASAN service" center №2
Statistics for Service windows and serving operators
Operators
Log in
time
Working
time
Log out
time
Service
time
Average
service
time
Result of the service
Number of
document

27. Service assessment
After receiving the service, the citizen evaluates the service to measure satisfaction.

28. 28
38 35 1 2 31 10:00 18:13 18:15 1:37 02:05:02 00:04:48
192 182 6 4 175 10:00 19:08 19:22 2:23 13:45:53 00:06:50
583 531 50 2 518 10:00 19:31 20:02 7:46 33:46:01 00:11:21
Name of service
Baku "ASAN service" center №2
Statistics of type of services
Issuance and renewal of
identity cards 00:03:48
Issuance and renewal of
passport of citizen 00:04:26
Renewal of driving licenses 00:03:23
Average
time per
ticket
Total
Total
service
time
Average
service
time
Number of applies Number
of
docume
nt
First time
applicant
Last time
applicant
Last
served
time
Average
waiting
time
(minute)
Service time
Served
Not
approach
ed
Reject
ed
Service statistics

29. Complaints statistics

30. Complaints statistics

31. Operator`s assessment

32. BI tools-Visualization

33. On our website, open, updated
interactive statistics are available
for everyone. The most requested
services, demographic statistics,
and indicators for centers are
reflected here.

34. Demographic statistics

35. Top services and satisfaction statistics

36. THANK YOU
FOR YOUR ATTENTION!

37. Question
Session...