Citizen Satisfaction Measurement Challenges in State Service Provision in Azerbaijan

Digitalization of public services is one of contemporary indicators of today’s society,
development and modernization. Citizen satisfaction measurement in online services is one of
the main conditions and drivers of constant improvement of public services. This capstone
project is focused on investigation of the challenges of citizen satisfaction measurement in public
services provision in Azerbaijan. The paper examines that digital government experiences
barriers because of the lack of supportive legal framework, lack of citizen engagement in
evaluation mechanisms and insufficiencies in technological infrastructure. The authors propose
policy alternatives for the challenges mentioned above in this direction such as establishing
supportive legal and institutional framework, utilization of satisfaction and trust surveys as well
as development of infrastructure and adoption of new technologies. All proposed policy
alternatives are evaluated against five criteria which are effectiveness, efficiency, equity,
feasibility, and flexibility. The research gathered primary data from the survey and expert
interviews, as well as secondary sources regarding the existing problem. The results conclude
that in order to solve citizen satisfaction measurement challenges in public services in
Azerbaijan, the government should establish a proper supportive legal framework and utilize
survey mechanisms.