5.1. Practical Measures on Combating Corruption

Despite a series of reforms in the government, legislation, development of civil society and business, corruption still remains a serious problem in Azerbaijan. Unfortunately according to annual ratings prepared by leading international organizations, Azerbaijan remains among the countries with high level of corruption. However, it is also recognized that the country is making substantial efforts to address the problem. The authorities of the Republic of Azerbaijan acknowledged that corruption is a priority issue and requires comprehensive and serious countermeasures. To address this problem the Government has introduced a State Programme on Combating Corruption, a comprehensive anticorruption strategy which requires a joint effort of different state institutions to implement relevant legislative and organizational measures. In carrying out this programme commendable progress has been made in adopting new legislation and amending existing legislation. The government has also created a new business registration mechanism based on a one-stop shop principle under the Ministry of Taxes, allowing for companies to register within 3 days. Recent years have seen rising salaries for civil servants in Azerbaijan and training undertaken to raise awareness of state officials about corruption.

The year 2011 was declared the Year of Tourism in Azerbaijan. A special draft law has been drawn up to develop tourism and increase transparency in the issuing of visas. Under the proposed legislation, tourism companies will be able to apply directly to the relevant embassies or consulates via the Internet and submit required documents electronically in order to obtain visas for tourists. Embassies or consulates will have to examine the documents and grant visas within 15 days. Visas will be issued in electronic form and submitted to travel agencies by email. These visas will not be placed in passports, but presented at the border control together with the passport. The information on the required documents, application forms and state tariffs will be placed on the official web page of the Ministry of Foreign Affairs and the relevant embassies or consulates of the Republic of Azerbaijan.

Also, on 3 March 2011 the Prosecutor General’s Office of Azerbaijan launched a special hot-line with the number “161”. The easy-to-access, toll-free hot line is designed to receive citizens' complaints about corruption offences. Within a few days of the launch, the Anti- Corruption Department received a numberof complaints covering a variety of issues.

5.2. Government Hotline Services

Hotline program offers an attractive option for policy-makers in Azerbaijan who would like to be perceived as taking action against corruption. It helps demonstrate both intent and action, and is relatively easy to present to the public. The National Strategy provides for the creation of hotlines and a response system to public complaints to enable direct communication between citizens and government officials.

The effectiveness of a hotline program in institutions depends on the existence of policies authorizing it. Lack of endorsement can leave the program open to challenges by organizational elements. A guideline document should authorize the program, define relationships and responsibilities of the officials involved, and regulate the receipt and processing of information. While the Government of Azerbaijan expressed commitment to such a program in the Strategy and Action Plan, no general guidelines for the creation of hotlines in government agencies were issued. As a result each agency adopted its own approach to developing and implementing the program.

The following technical approaches are the most common:

• Electronic hotline – a standard form available on the official website of the agency that can be used by the public to make inquiries/complaints;
• Telephone line – (i) a non-dedicated standard telephone line, which is used among other things for receiving calls from the public during official hours; (ii) a dedicated point-to-point communication link (hotline) for public inquiries/complaints;
• Three-digit dedicated line – (i) a three-digit non-automated line for public inquiries/complaints; (ii) a three-digit automated line that operates 24 hours per day;
• Multi-line telephone instrument – a three-digit multi-line communication link that can handle multiple simultaneous calls and operates 24 hours per day.

Government hotlines in Azerbaijan contribute to:

• Reinforcing the public interest by providing access to information and enabling citizens to submit complaints in a more efficient and straightforward manner;
• Promoting a more customer-oriented approach and better service in government agencies through a stronger sense of responsibility;
• Improve a sense of equality and fairness in the resolution of conflicts and empower citizens to seek and obtain information.