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:
Azerbaijan
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