On April 14, 2025, the VOICES platform, run by the Blavatnik School of Government, one of the departments of the University of Oxford, published an article highlighting Azerbaijan’s unique model of public service delivery — ASAN xidmət. The piece was authored by Abdulhakeem Abdulkareem, a Master of Public Policy (MPP) alumnus and Aig Imoukhuede Foundation Scholar.
Titled “Balancing tech and human connection: How Azerbaijan is redefining public services,” the article explores Azerbaijan’s approach to digital governance, which combines advanced technology with meaningful, personal engagement between the state and its citizens.
The article emphasizes that, unlike many countries striving for full automation of public services, Azerbaijan has adopted a hybrid model through its ASAN xidmət system. Centralized service centers, offering over 400 services from 15 government agencies and 30 private companies, function as one-stop-shops for citizens. The average service time is just 17 minutes. In addition, innovation plays a central role through online services, self-service kiosks, and startup incubation programs housed within ASAN centers.
According to the author, this model can be particularly useful for developing countries with limited digital infrastructure and large rural populations. A high citizen satisfaction rate — over 95% — demonstrates the system’s efficiency and popularity.
The publication of this article by a prestigious academic institution within the University of Oxford reflects the growing international interest in Azerbaijan’s approach to digital governance, transparency, and social innovation.
