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Friday, 10 February 2017 21:36

Corruption is a prevalent problem in Serbia, with two sectors – health and education – vital for development of the country, in continuous need of support. This has been recognized in the 2013 EU Progress Report for Serbia, which has once again, outlined that “health and education remain particularly vulnerable to corruption”.

As a part of the global GAIN initiative, Innovation against Corruption in Serbia targets specifically these two areas – health and education, identified by the National Anticorruption Strategy and EU Progress Reports. Since 2014 UNDP Serbia in partnership with the Ministry of Health  and the Ministry of Education and Justice has been leading an intensive campaign to fight against corruption in the sector and introduced a few innovative tools, such as:

  • A C2C (citizen to citizen) SMS system for reporting corruption in the health sector;
  • Citizens’ charters in health institutions; and
  • An anticorruption legal clinic providing free legal aid to victims of corruption at the Law School of the University of Belgrade.

These tools were coupled with training of advisors on patients’ rights, healthcare officials and staff and follow up on concrete cases.

Based on initial results in the health sector, UNDP embarked with a social accountability approach in the education sector as of 2014, managing to support the establishment of an innovative anticorruption legal clinic at the Law School of the University of Belgrade providing free legal aid to victims of corruption. The Law School managed to enroll a second generation of students into the legal clinic, started providing free legal aid to clients and based on initial success, allocated further resources for its sustainability beyond the project duration.

Using the 2012 OECD survey as a baseline, an integrity assessment of the education sector in Serbia was conducted. It provided an inventory of integrity violations, issues and possible responses, which the Ministry of Education started to integrate in its policy plans. Finally, UNDP supported the national anticorruption coordination authority – the Ministry of Justice, with an overview of implementation of the National Anticorruption Strategy and Action Plan, with focus on the Health and Education sector. The overview is being used by the Ministry of Education of the Republic of Serbia in advancing the implementation of pending measures, the results of which are yet to be recorded in the medium term.

As shown below, this resulted in the improvement of perceptions of corruption in these sectors, as measured through an anticorruption benchmarking survey with the number of those polled who believe healthcare is corrupt declining by 11 percentage points and a ten-percentage-point drop relative to 2014 in the number of those polled who see education as prone to corruption:

  • 2015: Education 43%, Healthcare 59%
  • 2014: Education 53%, Healthcare 70%
  • 2013: Education 50%, Healthcare 71%.
  • The solution can be implemented in other countries with similar healthcare and education systems.

Partners: the Ministry of Health of the Republic of Serbia, the Anti-corruption Agency of the Republic of Serbia, the Ministry of Justice of the Republic of Serbia, the Ministry of Education of the Republic of Serbia

Contact details: 
UNDP Serbia
Contact person: Jelena Manic
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: http://www.oecdbookshop.org/en/browse/title-detail/?ISB=5K91GVT3SNKL

Problems linked to finding markets, sale of products, establishment and development of trade relations are crucial and important in the cross-border areas of Tajikistan and Afghanistan. The cross-border market and cross-border bridge infrastructure constructed in Tajikistan’s side and ready to be officially opened in 2017 after completion of “Silk Road” construction and demand in sharing of knowledge and experience on cross-border trade of Tajikistan's stakeholders by the counterparts in Afghanistan created favorable conditions and served as a well-timed opportunity to enhance the economic cross-border cooperation.

With the purpose to create favorable environment for entrepreneurs to discuss and enhance business development and extension opportunities, to make presentation of locally produced products, establish long-term business ties and partnership links between local, Tajik – Afghan, regional and foreign entrepreneurs, investors and business stakeholders in Tajik-Afghan cross-border areas, in 2016 UNDP with support of JICA initiated series of events related to establishment and promotion of cross-border cooperation, like: a) Tajik - Afghan Business Forum, b) Trade Fair  and c) Business to Business (B2B) Meetings that considered as the only initial solutions for establishment and development of cross-border trade.

Project beneficiaries' needs assessment was conducted before conducting B2B meeting, matchmaking exercise, business forum and trade fair to follow knowledge of entrepreneurs in cross-border trade and accordingly experience exchange (study tours) between Tajik and Afghan entrepreneurs has been conducted during B2B meeting, matchmaking exercise. In addition, business training has been conducted for additional 185 entrepreneurs (including 55 women) before planned events. 3 Business Support Centers (BSCs) has been established with the purpose to provide consultations to entrepreneurs on development of business sector. 

Accordingly, as a result of above-mentioned interventions the following results have been achieved:

  1. Ensured favorable opportunities for 150 entrepreneurs from Afghanistan, Tajikistan and other countries to discuss establishment, development and extension of cross-border trade through cross-border forum;
  2. Increased knowledge of 33 (9 female) Tajik – Afghan entrepreneurs on establishment and development of cross-border trade and the ways of joint cooperation through matchmaking and B2B meeting;
  3. Ensured presentation of both countries entrepreneurs produced products in the trade fair event with the purpose to establish trade relations;
  4. 12 memorandums of understanding including cooperation contracts have been signed between Tajik – Afghan entrepreneurs in the cross-border forum with the purposes to establish, develop and extend joint businesses;
  5. 16 memorandums of understanding on further cooperation in the amount of more than 600 000 USD have been signed between Tajik and Afghan entrepreneurs on purchase and sale of dried and processed fruits, products, jewelry, construction of sugar factory, etc.;
  6. Experience exchange visit of Afghan entrepreneurs has been conducted to local enterprises to see and get acquaintance with the opportunities on further establishment of cross-border trade development and promotion of entrepreneurship network and relations.

From the social point of view cross-border business forums, trade fairs, B2B meeting and other relevant events ensure good neighborhood between Tajikistan and Afghanistan entrepreneurs. Similar events do also significantly contribute to promotion of peace, stability and security in the cross-border areas. It also creates a platform for cross-border economic cooperation, enhances trade ties and addresses the needs of rural population in employment through initiation of income-generation activities and sustains livelihoods of rural population (including women and young people) and rural development, promotes women economic empowerment in targeted communities.

Partners: Ministry of Rural Rehabilitation and Development (MRRD) of Afghanistan, Ministry of Economic Development and Trade of Tajikistan (MEDT), JICA, Embassies of Japan in Tajikistan and Afghanistan; State Committee on Investment and State Property Management of Tajikistan; Local Executive Body of State Power of Khatlon Province, Tajikistan; Local Executive Body of State Power of Kulob city, Khatlon Oblast, Tajikistan. 

Budget: USD 97,000 (for business forum, trade fair, B2B event and business training) within USD 11 mln “Livelihoods improvement in Tajik-Afghan Cross-border Areas (LITACA)” funded by the Government of Japan, through JICA: https://vimeo.com/148089340

Contact information:
UNDP Tajikistan : Ruslan Ziganshin, LITACA Project Manager
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.Tel: (992 44) 600-55-96/97/98
Website: http://www.tj.undp.org
UNDP Afghanistan: Mohammad Resool, Programme Officer, Livelihoods and Resilience Unit
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: +93 728999925
Website: http://www.af.undp.org


Wednesday, 27 April 2016 20:44

Azerbaijan inherited the old soviet system of medical and social expertise with the rigid bureaucratic rules and procedures, bribery and corruption that was a great burden for people with disabilities that were already in need.

In September 2015 the President of Azerbaijan issued the Decree on Improvement of the System of Assessment of Disability and Limited Physical Capabilities with the purpose to improve the quality of medical, social and rehabilitation services through more efficient and expansive use of modern information technologies. With this regard, the Ministry of Labor and Social Protection of the Republic of Azerbaijan developed and established a new solution: the subsystem of medical and social expertise and rehabilitation called TSERAS as part of the centralized information system.

Starting from September 2015 the Ministry has been implementing the new subsystem around the country. Implementation of TSERAS enabled to minimize contact of the citizens with officials, ensuring transparent environment for medical and social examinations. The solution allows citizens to apply online for the assessment of disability as well as providing full automation of definition of disability. Citizens applying for a study on disability is not requested any documents to prove a disease. Relevant information is obtained in an electronic order from an electronic database of the relevant government institution.

The results of all disability and limited capabilities examinations are included in TSERAS in real-time. Citizens also can obtain this information on through e-service over the E-Government. Thus, a user can present excerpt on the results of expertise conducted in the MSEC for determining his (her) disability to the organization required in the form of an electronic reference confirming his (her) disability or can send in electronic form, by getting in the form of pdf. The organizations where the reference is presented have the opportunity to verify the reliability of the reference over E-Government portal through the relevant authentication code in the document. The system also automatically tracks the duration of different categories of disability. This has made it no longer necessary for some 200,000 people to undergo medical examination every year, which has also contributed to mini­mizing the relations between government offi­cials and citizens.

Citizens can get information on their diagnostic results, group of disability assigned and the date of repeat examination in interactive mode through 142 Call center.

The solution can be replicated in any country in need to simplify and modernize the system of medical and social expertise.

Partners: Ministry of Health of the Republic of Azerbaijan, Ministry of Communications and Information Technologies of the Republic of Azerbaijan

Contact Information:
Ministry of Labour and Social Protection of Population of the Republic of Azerbaijan.
Address: Salatin Askerov str, 85
Baku, Azerbaijan
Contact person: Ms. Irada Usubova
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: (+99412) 596 60 96

Wednesday, 27 April 2016 15:47

Goals and Objectives: To improve efficiency in the social services delivery by expanding the coverage of e-services in social services and minimizing the contact between citizens and officials in the process the Ministry of Labour and Social Protection of Population launched an automated system of pension appointment through a single call center in 2013. It came up as a new solution in follow-up to the implementation of system of personified registration of the insured persons.

Implementation: The system allows a person who has reached the retirement age to automatically activate his/her right to a pension on the basis of personified account information, by calling the Call-center (190-0) and without visiting any government institution and not presenting any documents. Every citizen who reached the retirement age can call this number and get real-time pension right by providing ID number. The citizen will immediately get information about the size of his/her pension, and the address of the bank, where he can get a pension plastic card and the date when the card can be picked up from the bank.

Pension payments are transferred directly to a pensioner’s card account from the treasury account of the Ministry, without interaction with intermediary organizations. It ensures the implementation of the principle of targeted payments to avoid delays or other negative cases in the delivery of public benefits and leads to the improvement and accounting the payment of pensions and benefits to the population. Nowadays, almost 100% pensions are paid with the plastic card.

Achievements: This system is extremely simplified the mechanism of appointment of pension increases, that enables everyone to self-assess their retirement. Currently, on the basis of information received through the e-government portal or the website of the Ministry any person can check the pension capital accumulated on his/her individual account and calculate the amount of pension using the e-service retirement calculator.

The system has also contributed to increasing the transparency in the appointment process, removing unnecessary loss of time, simplifying the relationship between citizens and the social fund’s institutions, and minimizing the role of the human factor in the process.

Replication: The solution can be of interest for thepost-Soviet countries that undergo the process of reforming the old manual system of pensionos administration and management.

Contact Information:
Ministry of Labour and Social Protection of Population of the Republic of Azerbaijan
Address: Salatin Askerov str, 85, Baku
Contact person: Ms. Irada Usubova
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: (+99412) 596 60 96

Monday, 18 April 2016 15:47

Solution: The State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan was established in July 2012 as part of comprehensive reforms in public administration initiated by the President of Azerbaijan. The State Agency works in two parallel directions. The first direction is the management of ASAN Xidmət centres, and the second one is the facilitation (acceleration) of electronization of public services rendered by state bodies.

Goals and objectives: The State Agency is the central body of executive power in Azerbaijan mandated to carry out the mutual integration of databases of state agencies, accelerate the organization of electronic services and improve the management system in this area. As part of its mandate, the State Agency has developed and introduced into service an online payment system called “ASANPay” in January 2015. It is a multi-functional payment system that ensures the electronic delivery of administrative penalty decisions to the citizens and allows them to carry out online payment of fines related with those penalties and court rulings.

Implementation: The ASANPay system’s was designed to offer:

  1. A single payment point: the system’s user is enabled to realize payments to both government and commercial entities in a very easy and expedient manner. Registered users gain access to the list of all administrative penalties (fines, dues, arrears), lodge complaints and make inquiries on them, and realize their payments.
  2. An easy and quick payment: the user is relieved of the need to visit relevant entities in order to make inquiries and realize payments.
  3. Access to information on administrative fines: a user acquires unhindered access to detailed information (protocols, photo and video footage of traffic violations, etc.) related with administrative fines.
  4. Complaints, appeals and rebuttals on administrative fines: A registered user can through his/her personal cabinet lodge complaints, file appeals and send rebuttals to higher instances on administrative fines.

All payments can be done through a web portal (www.asanpay.az) by online bank transfer or through static terminals installed in public places (shopping malls, parking garages, ASAN Xidmət centers, etc.) by cash or a bank card. Both registered and unregistered users can use the system.

Achievements: Through a personal e-cabinet a user can access detailed and comprehensive information on his/her administrative fines and dues, read protocols and decisions, see photo and video footage of violations, realize payments, receive bills of payments, store all transactions. The system guarantees full security to and confidentiality of users’ credentials. Online bank transactions are encrypted and secured through Payment Card Industry Data Security Standard, Secure Sockets Layer, Verified by Visa, Secure Code.

Work is underway to include payments for other services, such as utilities, internet, cabel TV, tax and loans, insurance, parking, as well as features like “E-Wallet” and “Internet/Mobile Banking” into the ASANPay system.

Replication: The solution can be replicated interested in digitizing public service delivery.

Contact details:  
Azerbaijan, Baku
ASAN Xidmət
Contact person: Mr. Elchin Huseynli
Phone: (+994) 12 444 74 41
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. 
Weblinks: www.vxsida.gov.az
Facebook: www.facebook.com/asanxidmat

On the path to enhance the local disaster resilience Armenia, Moldova and the former Yugoslav Republic of Macedonia have been facing the similar challenges such as lack of coordination between participating actors, no feedback mechanism with local population and low level of awareness on how to behave in case disaster strikes and what to do due with changing climate both for institutions and citizens.

To address these challenges UNDP has developed the solution using participatory method with application of innovation approaches and utilization of modern IT technologies targeting the National Emergency Management Agencies from three participating countries and Local Public Authorities in Erevan (Armenia), Skopje (the FYR of Macedonia) and Ungheni (Moldova). The solution offers the comprehensive approach inclusive of decision makers through trainings, knowledge transfer and joined work and citizens through involvement in decision making, educating aiming at behavioral change.

The approach was implemented in several steps:

  1. Identification of relevant stakeholders and their needs;
  2. Bringing in the expertise, knowledge based on needs that were identified (as example Local Governmental Self Assessment Tool, developed by UNISDR, foresight methods, using IT tools in Disaster Risk Management: QR codes for evacuation, etc.)
  3. Developing the action plan based on the local needs identified and resources available, brining in other non-governmental and international players at the table;
  4. Developing IT tools, policy and normative documents and supporting their endorsement
  5. Working with public to ensure the ownership of the citizens on all stages of implementation (working groups, focus groups, interviews, challenges, etc.)

Each IT tool that was developed as a part of the initiative has been validated with the organizations that will administer it from one side and users from the other side.

Validation from the owner’s side was through joined work on design, functionality description, consultations for ToRs developed and monitoring the implementation of the activities.

Validation from the users’ side was done through consultation with the working group members, discussions organized with the potential users, surveys.

All these measures ensured that IT tools and documents were in line with the national and local requirements and priorities; user-check ensured the usability of the resources.

From the beginning of the initiative Armenia and the FYR of Macedonia were much more advanced in utilization of innovative approaches and application of IT tools in disaster and climate risk management. Lessons learned, approaches, technologies and even products developed (mobile application for example) have been made available to all participating countries. That served as the basis for developing country interventions and reduced the resources for the products development.

Regional knowledge transfer and cooperation with academia brought an added value to identification of tools and technologies available globally.

Involving beneficiaries and users in a participatory manner to further integrate in the modern technologies business processes that have been developed ensured the best use of resources, fast access to knowledge and technology available globally and introducing the needs of the local people by involving them into the decision making process.

Bringing into the process all stakeholders involved from the beginning and introducing identified measures and processes into the strategic development documents contributed to ensuring the sustainability of the interventions and provision of legal requirements for future resource allocations from budget resources.

In order to replicate the solution in other countries the following conditions should be met:

  • Understanding by decision makers that disaster and climate risk management are closely linked with the development objectives;
  • Having “agents of change” within the key players: those who can bring in new approaches of work with public and understanding new technologies;
  • Willingness of those who has implemented this solutions to share data, documents and products;
  • Political will and available resources to customize solution to country needs and push it forward.

The approach has delivered 9 IT solutions and contributed to the development of 13 documents in three countries that ensure the sustainability of project interventions as will be used after the project ends and enabled 1,560,000 (53% women, 47% men) – citizens from three cities involved in the piloting activities to benefit from the solution.

Partners: National Emergency Management Agencies from three participating countries and Local Public Authorities in Erevan (Armenia), Skopje (the FYR of Macedonia) and Ungheni (Moldova)

Budget: 500,000.00 USD

Contact persons:
UNDP Istanbul Regional Hub: Armen Grigoryan, This email address is being protected from spambots. You need JavaScript enabled to view it.
UNDP Armenia: Armen Chilingaryan, This email address is being protected from spambots. You need JavaScript enabled to view it.
UNDP The FYR Macedonia: Vasko Popovski, This email address is being protected from spambots. You need JavaScript enabled to view it.
UNDP Moldova: Ecaterina Melnicenco, This email address is being protected from spambots. You need JavaScript enabled to view it.

ChildPact is a network of networks that brings together 600 child-focused NGOs from 10 different countries created in 2011 as an informal coalition at the Black Sea NGO Forum held in Bucharest, Romania by a joint initiative of the presidents of 7 child-focused national coalitions in the region. In January 2015, ChildPact was officially registered as a formal coalition of coalitions.

Countries involved: Albania, Armenia, Azerbaijan, Bosnia and Herzegovina, Georgia, Kosovo*, Moldova, Romania, Serbia, Bulgaria

The network has 3 main strategic objectives:

  1. To advocate for and contribute to evidence based policy-making that embeds child protection at all levels of decision and implementation.
  2. To support the strengthening of its members’ capacity to tackle current and emergent issues in child protection.
  3. Act as a reference point on child protection issues based on the Child Protection Index.

As a regional coalition, Child Pact is able to capitalize the knowledge and expertise developed within the region and facilitate the sharing of experience among member countries. This has been done through high- and working-level meetings, as well as various projects that Child Pact implemented.

For example, in 2013 Child Pact organized a 4-day study visit to Romania to discuss regional reforms in the child protection system and share Romanian lessons during this process with child protection experts from the Republic of Moldova, Georgia, Armenia and Azerbaijan. Also, a mentoring program was created to share lessons learned during the Romanian transition and EU integration process. The mentoring program was addressed to young leaders in child-focused NGOs in Georgia, Armenia, Azerbaijan and the Republic of Moldova.

One of the most important outcomes consists in The Child Protection Index, which is an innovative comparative policy tool, organized and implemented by local and national level civil society organizations, that measures a country’s current child protection system against a common set of indicators.

Other medium and long term outcomes resulted by the membership of the national child-focused coalitions to ChildPact are as follows:

  • The strengthening of the internal capacities of the coalitions (for instance: establishment of internal governance guidelines; the institutionalization of a General Assembly of members; the consolidation of a coalition’ secretariat etc.)
  • The profile of the national coalition has been raised and made more visible at regional and European levels because of the channeling of the coalitions’ messages through the ChildPact communication channels and advocacy messages.
  • The coalitions’ capacity to advocate at national, regional and European levels has been scaled up through ChildPact’s targeted advocacy assistance and capacity building efforts in the field.
  • Concrete child protection advancements have been achieved in the members’ countries because of the professional exchanges and governmental filed visits organized and intermediated by ChildPact for its members.
  • Good practices in the field of child protection in the members’ countries have been stimulated by the mentoring programmes led by ChildPact.
  • The level of professionalization in the child-focused coalitions has increased thanks to the capacity building efforts paid by ChildPact.
  • Regional cooperation has been promoted and strengthened through the involvement of the members in ChildPact’s activities – valuable child protection lessons have been made available from one country to another.
  • The policy-engagement capacities of the coalitions have increased through ChildPact’s projects.
  • The sustainability perspectives of the coalitions have increased through the fundraising and public-engagement strategies and programmes led by ChildPact for its members.

Budget: 50.000 EUR / year

Partners: World Vision, Australian Aid, European Commission, Ministry of Foreign Affairs of Romania, UNDP, Oak Foundation, Romanian NGO Federation for Child Protection (FONPC), Otvoreni Klub - Association for Development of Children and Youth

Contact details: 
Contact person: Mirela Oprea, ChildPact Secretary General
Phone: 0040 731 444 636
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.


Wednesday, 13 April 2016 15:16

Goals and onjectives: The solution was developed in the framework of public administration reform to change the recruitment system for the civil service.

Implementation: Before establishment of the Civil Service Commission under the President of the Republic of Azerbaijan (CSC) in 2006, each state agency used to recruit civil servants through own systems and according to own rules and procedures. There were no job descriptions for any positions, no unified source of information to let applicants get information about vacancies and no opportunity for qualified citizens to have equal access to the civil service through open competition.

The CSC with support of UNDP and GIZ introduced a new unified recruitment system. The new system is based on a few pillars that determine its functionality and sustainability:

  1. First, detailed information about the vacancies such as a position title, its classification, terms of reference, a salary, a working address, etc. is available in the announcement. It gives a citizen an opportunity to scrutinize vacant position requirements and terms and, accordingly, choose a one that fits most to hisher knowledge, skills and interests.
  2. Second, a testing bank and list of sources to use as well as interview programs are placed in the website of CSC along with the announcement to let candidates to get prepared for testing and interview in advance; also, it gives all candidates equal opportunity and ensures transparency.
  3. Third, computerized examination that gives a score immediately upon completion of the test exam and enables the candidate to check correct and wrong answers on the spot.
  4. Fourth, video recording and monitoring by observers (representatives of international organization, mass media and NGOs) during interviews. In order to increase objectivity and transparency of the process independent experts from high qualified professors, researchers and representatives of NGOs are involved in the interviewing.
  5. Finally, an appeal commission to consider appeal applications from the candidates who do not agree with interview results. To ensure a fair and transparent process the appeal commission considers the application with participation of the candidate and takes a relevant decision.

Achievements: The establishment of the e-recruitment system contributed to rising public trust in the transparent and fair access to the civil service and in the citizen-oriented public administration.

Replication: The solution also attracted attention from other countries as a model for replication; Delegations from Afghanistan, Turkey and Cambodia paid visits to CSC to familiarize themselves with the system.

Partners: United Nations Development Program (UNDP) and German International Cooperation (GIZ)

Contact details:  
Civil Service Commission under the President of the Republic of Azerbaijan
Contact person: Narmin Zeynalova, Head of the International Relations Division
Address: Koroglu Rahimov 874 the block, Baku, Republic of Azerbaijan          
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: (+994 12) 465-87-93

Sunday, 04 September 2016 15:06

Romania set up its Asset Recovery Office (ARO) within the Ministry of Justice (MJ) in 2011. ARO`s main role is to provide information to investigators and prosecutors on proceeds of crime that may become the object of freezing, seizure or confiscation orders. To this end the Office provides swift and comprehensive replies to requests issued by national authorities, EU member states and other foreign jurisdictions

With the establishment of the Asset Recovery Office (ARO), criminal asset recovery has become a priority objective of the national policies addressing serious crimes and corruption. The Ministry of Justice has promoted a series of legal instruments required by the practitioners in order to facilitate the efforts of the judiciary: the introduction of the extended confiscation and recognizing the possibility to sell seized assets during the criminal proceedings (before the rendering of the final court decision, also called interlocutory sales). The statistics of the judiciary regarding the value of seized assets and confiscations show as increase in the value of seized assets after the establishment of ARO from approximately EUR 88 million in 2010 to more than EUR 550 million.

Also, since its establishment, the ARO exchanged data and info in more than 765 cases involving 24 EU countries and 21 non-EU countries.

According to the peer review report on the Romanian ARO, elaborated by the European Commission and Europol in 2013, Romanian ARO has been acknowledged as one of the most active and highly specialized asset recovery agencies in Europe.

As of August 2016, the ARO functions have been taken over by a newly-created specialized agency under the Ministry of Justice, the National Agency for the Management of Seized Assets (ANABI) that acts as both Romania’s Asset Recovery Office and Asset Management Office. The latter functions include (a) deposit and conserve mobile assets seized during criminal proceedings; (b) sell certain assets seized during the criminal proceedings; (c) manage the national integrated electronic system of criminal assets; (d) support judicial authorities in making use of the best available practices regarding the identification and management of seized and confiscated assets; (e) co-ordinate, evaluate and monitor, at national level, the implementation of criminal asset recovery policies.

Contact details: 
Romania, Bucharest, 17 Apolodor Street
Contact person: Cornel - Virgiliu Calinescu
Director general, Romania’s National Agency for the Management of Seized Assets
Phone: +4037.204.10.60
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.


Thursday, 14 April 2016 14:58

ASAN Xidmət (ASAN Service) was established in 2012 as part of the comprehensive reforms on the modernization of public administration and public service delivery initiated by Mr. Ilham Aliyev, President of the Republic of Azerbaijan.  ASAN Xidmət centers are “one-stop shop”-based locations that bring together representatives of various government entities and private companies. Services in the centers are rendered based on the “single space” approach.

The acronym of “ASAN” stands for “Azerbaijan Service and Assessment Network”. The word “asan” means “easy” in Azerbaijani. So, when people apply to ASAN centers, they expect to receive services in an easy, transparent, accessible and comfortable way.

ASAN Xidmət ice centers employ “one-stop shop” principle in the most advanced manner, whereby 10 state entities, together with private companies, provide over 250 services. This model embodies the successful example of Public-Private Partnership.  ASAN Xidmət is run by the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan.

What makes ASAN Xidmət unique is that while the State Agency manages the “space”, government agencies are directly responsible for rendering their own services. The State Agency is responsible for setting standards and principles and overseeing day-to-day functioning of the ASAN Xidmət centers, whereas governmental agencies are responsible for providing quality service. Thus, there is neither duplication of functions, nor a conflict of interest between a standard-setter and those applying these standards.

Thus, a citizen can benefit from various public and private services in one center (single administrative building) at the same time by entering through one door. ASAN Xidmət operates from 10 am until 8 pm without lunch break, including weekends from 10 am until 5 pm. This enables the citizens to access the services after work hours and on their free time.

ASAN Xidmət ensures transparency, accessibility, efficiency, responsibility and comfort in the process of service delivery and enables the citizens to save time and money. Comfort has been ensured in two ways: one is the physical comfort designed for visitors, such as e-queue system, bank, post office, photo studio, emergency aid, laboratory, kids’ area, mother-care room, Wi-Fi café, self-service area, modern art corner, etc.  

ASAN Xidmət centers represent a new approach to ensuring public satisfaction with the functioning of state entities and to enhancing the relationship between civil servants and the public.  Nine ASAN Xidmət centers operate in the country and more are planned for opening soon.

In order to ensure the access of the citizens to services in areas that do no host physical service centers an innovative service delivery was launched: Mobile ASAN Xidmət. Well-equipped large buses travel to regions to deliver various services in rural and remote areas. This type of service is unique and ground-breaking in terms of its content and technical solutions both in Azerbaijan and beyond.

These buses enable people residing in the regions, where ASAN Xidmət centers have not been opened yet, to benefit from a range of public services. Also, citizens can order Intracity Mobile Services without leaving their place of work or home any other location, by paying additional fees as set forth in the law. Thus, all documents required for applying to services and those issued as a result of the service can be delivered to a person’s workplace or home, or any other location. In order to promote social cohesion and solidarity Intracity Mobile Services are available free of charge for people with disabilities and in need of assistance, and for children with limited health conditions.

ASAN Service widely applies modern technologies and social innovations to increase efficiency and quality of the service. The objective is not only to ensure the timely delivery of services, but also to identify the best methods of doing so. Applications include electronic queue machines, e-signature technology, video feedback booths, exit-poll monitors, etc.

Through its website, social networks (the official ASAN Facebook page has more than 385,000 “likes”), as well as the recently launched ASAN Radio - the first-ever FM radio station in the world completely dedicated to the public service delivery – ASAN Xidmət engages with the public, disseminates useful information, raises public awareness on new developments and hosts discussions of pertinent issues.

Along with the abovementioned features one of the primary principles is the respect to human rights and dignity through:

  • Standardization of its work on the basis of views and opinions of citizens;
  • Setting up ethical and high moral treatment of visitors;
  • Design of accessible space for interaction with citizens,
  • Survey-based indicators of progress and increase of quality.

The following statistical data can serve as the indicators of the level of the public’s accessibility: 

  1. Each of 9 ASAN centers renders services to more than 2500 people daily;
  2. Around 8.4 million people have accessed ASAN services so far;
  3. Around 500 thousand persons in 112 destinations have received services through inter-regional mobile ASAN service.
  4. Launched in March 2014, intra-city mobile service has been rendered to 3500 persons in Baku. 470 of them were received free of charge by persons with disabilities;
  5. More than 900 thousand calls have been received by 108 Call Center;
  6. ASAN’s Facebook page enjoys around 385.000 “likes”;
  7. The ASAN website is visited by 25 thousand persons weekly;
  8. The public satisfaction rate stands at 98%.

ASAN Xidmət is the first-place winner of the United Nations Public Service Award in the category of “Improving the Delivery of Public Services” as one of the most advanced, transparent, accessible and corruption-free public service delivery mechanisms around the world. The Award is the most prestigious international recognition of excellence in public service that aims to discover new innovations in governance, and collect and share successful practices for possible replication between and within countries.

ASAN Xidmət is also a holder of the international standard on quality management system ISO 9001:2008, the international standard on occupational health and safety management system OHSAS 18001:2007, as well as the International Safety Award by the British Safety Council.

The following successful outcomes can be replicated in other countries:

  • Establishment of a modern, transparent, accessible, citizen-oriented corruption-free public service delivery mechanism.
  • Coexistence and cooperation of public and private entities.
  • Development of professional public service officers based on a strong HR strategy.
  • Universal access of all citizens to public services, through physical centers and well-equipped buses. 

ASAN Xidmət is ready to share its best practices with other countries in particular as regards its HR policy, training capacity, PR strategy, construction and design of centers, application of advanced technologies, etc.

Budget: There is no clear-cut budget for this solution. Countries wishing to replicate this model may establish one service center that will deliver services of 2-3 public and private entities as a starting point. Budget may vary depending on a country and the number of services to be rendered in the centers.

Contact details:  
Azerbaijan, Baku
ASAN Xidmət
Contact person: Mr. Elchin Huseynli
Phone: (+994) 12 444 74 41
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. 
Web links: www.vxsida.gov.az
Facebook: www.facebook.com/asanxidmat

Monday, 25 April 2016 13:56

Solution: “ASAN Məktub” is a project initiatiated and implemented by the volunteers of ASAN Xidmət.

Goals and objectives: The overall purpose of the project is to promote the sense of social responsibility and social solidarity in the public by providing a conduit for responsible, benevolent and compassionate people and organizations willing to help realize wishes of children in orphanages or from low-income families, as well as children with disabilities or health impairments.

The project aims to bring joy to children that fall under the category of vulnerable groups. It also inculcates social responsibility senses under the slogan of “ASAN love toward children”, turns into reality wishes and dreams of children through the www.asanmektub.az website.

Implementation: The concept of the project is as follows. Every child under 14 from all over Azerbaijan can write a letter of wish and ask for a dream gift, which is collected by ASAN volunteers and uploaded to the www.asanmektub.az portal. Then any benevolent person privately or representing an organization may choose any letter or letters and assume commitment to realize the wish/wishes by leaving on the website his/her name and contact details. Afterwards, that person is contacted by a volunteer acting as “ASAN Messenger”, and they agree on a date and time when the gift can be collected.

The gift is then delivered to a child in any part of Azerbaijan by the ASAN Messenger, while a photo proof of the gift delivery is sent to the citizens via e-mail or other communication.

The project does not allow for donation of money and luxury goods, as well as second-hand goods. Gifts must be brand new. Also, the project guarantees the confidentiality of benefactors upon their preference.

Achievements: The project was launched in March 2015 and up until April 2016, more than 680 letters have been received and wishes of more than 570 kids have already been fulfilled.

Replication: Participation in the project is free. Maintaining the portal is done by ASAN volunteers and requires minimum financial resources.

Budget: Participation in the project is totally free of charge. Maintaining the portal is done by ASAN Volunteers and requires minimum financial resources. 

Contact details: 
Azerbaijan, Baku
ASAN Xidmət
Contact person: Mr. Elchin Huseynli
Phone: (+994) 12 444 74 41
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. 
Weblink: www.vxsida.gov.az, www.asan.gov.az

Thursday, 25 June 2015 13:39

The project aims to socially and economically empower disadvantaged youth and women in market oriented technical, entrepreneurial and managerial skills, confidence building and empowering skills necessary to improve their access to productive resources and sustainable earning potential. 

The project implements the "3x6" innovative approach to create sustainable livelihoods for Youth based on savings. The youth received a daily income for their engagement in the WASH activities where they are encouraged to save two-thirds of the total earned income. The youth's saved income, and then tripled by UNDP. The total amount then forms the capital for the youth`s business projects.

The project provides trainings linked and integrated with other complementary interventions such as access to markets, appropriate technology, microfinance, entrepreneurship development and follows up technical assistance and advisory services.

The project has adopted a comprehensive, market-driven, gender responsive and community-based strategy. It involves strategic partnerships with local authorities, Local Councils, religious leaders, NGOs, private sector, and relevant institutions, and contributes to strengthening their capacity as responsible service providers, facilitators and advocacy actors.

The project has achieved the following accomplishments:

  • Built the capacity of 217 youth (males and females) on marketing skills which developed businesses plans to start up small businesses
  • Raised the targeted group awareness on the importance of the savings
  • Community participation through cash for work activities 

Partners: UNDP and For All Foundation (Yemen)

Contact details: 
Yemen (Sanaa - Nouakchott street, behind Plaza Hotel)
Sabah Badri Bakker, Executive Manager 
Tel: 00967-733157777
This email address is being protected from spambots. You need JavaScript enabled to view it.