Prospects and challenges: Enhancing online appointment system in e-services in Azerbaijan
Date Issued
2023
Author(s)
Mammadova, Narmin
Isayeva, Nigar
Guluzada, Zulaya
Abstract
In a constantly changing and developing 21st century, digitalization has become one of the key
directions of innovations. Any industry - public or private - is expected to be gradually
transferred into digital in order to be assessed as truly “modern”. Considering this reality in
mind, this study focused on bringing attention to the online service management system in
Azerbaijan, in the face of “ASAN” online appointment system model. This model, obviously,
possesses its own advantages and disadvantages, as well as benefits and challenges that
[naturally] occur due to internal and external reasons discussed throughout the paper. With a
purpose of avoiding subjectivity, having a comprehensive understanding and revealing the big
picture, study included comparison with foreign countries, face-to-face interviews with experts
from ASAN service and surveys from citizens. Research consisted of five chapters, where each
preceding chapter leads to the beginning of another. After introducing the topic, methodology
was defined, supported by interviews with the experts in the field and survey as primary data.
Policy problems together with its causes allowed to “get to know” the main subject closer.
Later, possible solutions against problems were suggested, that were consequently evaluated.
It is believed that this study will be a useful scope of information that would benefit both ASAN
service and other institutions that aim to transfer their services into digital.
directions of innovations. Any industry - public or private - is expected to be gradually
transferred into digital in order to be assessed as truly “modern”. Considering this reality in
mind, this study focused on bringing attention to the online service management system in
Azerbaijan, in the face of “ASAN” online appointment system model. This model, obviously,
possesses its own advantages and disadvantages, as well as benefits and challenges that
[naturally] occur due to internal and external reasons discussed throughout the paper. With a
purpose of avoiding subjectivity, having a comprehensive understanding and revealing the big
picture, study included comparison with foreign countries, face-to-face interviews with experts
from ASAN service and surveys from citizens. Research consisted of five chapters, where each
preceding chapter leads to the beginning of another. After introducing the topic, methodology
was defined, supported by interviews with the experts in the field and survey as primary data.
Policy problems together with its causes allowed to “get to know” the main subject closer.
Later, possible solutions against problems were suggested, that were consequently evaluated.
It is believed that this study will be a useful scope of information that would benefit both ASAN
service and other institutions that aim to transfer their services into digital.