Reverse Linkage

117 DEVELOPMENT THROUGH SOUTH-SOUTH COOPERATION T he public sector is the largest service provider in almost all societies, and any changes to it – whether positive or negative – have an immediate impact on a national scale, affecting the well-being of millions of people. Public sector performance is measured by the efficiency of public service delivery. The introduction of the concept of New Public Management has changed the philosophy behind public service delivery. Borrowing management approaches and techniques from the private sector which put the customer, in this case the citizen, at the centre of the entire business process, public administrations around the world are increasingly opting for citizen-centric and citizen-operated models to ensure efficient delivery of public services. One-stop models of public service delivery have emerged as a result of the quest for better optimisation, simplification and alignment of public services with citizens’ needs and expectations. For the last decade, Azerbaijan has made great strides in reforming all sectors of public socio-economic life, result- ing in public administration, including public service delivery, being among the most visible achievements areas. Innovations in public service delivery – the view from Azerbaijan Zaka Muradov, Senior Adviser, International Relations Department, The State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan An ASAN service centre, a new approach to the provision of public services Image: ASAN