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Elmira Hasanova
Ms, DOST Digital Innovations Center under the Ministry of Labour and Social Protection of Population of the Republic of Azerbaijan
The DOST Digital Innovations Center is a specialized IT institution established under the Ministry of Labour and Social Protection of Population of the Republic of Azerbaijan. Founded in 2022, the Center was created to unify and centralize all IT functions of the Ministry’s 13 subordinate bodies, addressing long-standing inefficiencies in digital service delivery.
Our Mission
The Center’s mission is to drive the digital transformation of social protection, labor, and employment services by developing secure, efficient, and citizen-centric digital solutions. We aim to enhance public service delivery through innovation, data-driven decision-making, and advanced technologies such as Artificial Intelligence (AI).
What We Do
End-to-End Development of Government IT Projects: We independently design, develop, and maintain over 100 digital government services and platforms without relying on external vendors.
Data Management & Analytics: The Center manages large-scale data operations, develops over 700 analytical dashboards, and provides actionable insights to support evidence-based policymaking.
AI Solutions for Social Services: Our AI Division utilizes machine learning algorithms to detect fraud, optimize service delivery, and improve policy implementation.
Interoperability & Integration: We ensure seamless data exchange with over 80 state bodies and 60 private entities, fostering an integrated digital ecosystem.
Operational Efficiency & Environmental Sustainability: By digitizing processes, we have achieved significant cost savings, reduced operational timelines, and contributed to environmental sustainability by minimizing paper usage.
Our Impact
92.7% of social services digitalized.
Citizen satisfaction reached 98%.
Recognized by 50+ local and international awards.
Featured as a best practice by the International Telecommunication Union (ITU) and global platforms.
Consistently ranked 1st in the ASAN Service Index for public service excellence.
Vision
Our vision is to become a regional leader in public sector digital transformation, setting global benchmarks for innovation, efficiency, and citizen satisfaction in social protection services.
Supernova Award Category:
The Problem:
Before 2022, the Ministry of Labour and Social Protection of Population operated with 13 subordinate bodies, each with its own fragmented IT department focused mainly on helpdesk activities. This decentralized structure led to duplicated efforts, inefficient collaboration, and slow, inconsistent delivery of digital services. The lack of unified processes and technical capacity hindered the Ministry’s ability to implement large-scale, citizen-centric digital transformation initiatives.
The Solution:
The problem was identified through an internal assessment following the 2018 Presidential Decree, which revealed fragmented communication, overlapping IT functions, and inefficiencies across 13 subordinate bodies. After evaluating alternatives like outsourcing and maintaining the decentralized structure, centralizing IT under a dedicated Digital Innovations Center was chosen as the most sustainable solution. This approach allowed the Ministry to build in-house expertise, select modern, scalable technologies, and ensure full control over sensitive government data and services.
The Results:
Before:
The Ministry’s 13 subordinate bodies operated isolated IT departments, resulting in duplicated efforts, fragmented communication, slow service delivery, and limited capacity for innovation. Digital projects were delayed, data management was inconsistent, and citizen satisfaction was low due to inefficient and paper-based processes.
After:
With the establishment of the DOST Digital Innovations Center, IT functions were unified under a centralized structure, enabling rapid, high-quality development of over 100 digital government services. Service delivery became faster, data-driven decision-making was institutionalized, operational costs were reduced by 40%, and citizen satisfaction reached 98%. The project has set a new standard for public sector digitalization in Azerbaijan and is now influencing other countries adopting similar centralized models, demonstrating its wide-scale disruptive potential.
Metrics:
The establishment of the DOST Digital Innovations Center has led to a transformative shift in the way social protection, labor, and employment services are delivered in Azerbaijan. Before the Center was created, only around 20% of services were digitalized, primarily through basic e-forms. After centralizing IT functions, 92.7% of social services (145 services) have been digitalized, with 56 of them designed as proactive and innovative services.
One of the most significant improvements was in social benefit processing times, which previously faced delays of 2–4 months. Today, 72% of applications are processed on the same day, with the remaining 28% completed within 15 days. Operational costs have been reduced by 40%, thanks to the transition from manual workflows and outsourcing to efficient in-house development.
Citizen satisfaction has soared to 98%, up from below 70%, while human errors have decreased by 75%. Public complaints dropped by 70%, reflecting the overall improvement in service quality. Processes that once required manual paperwork, such as contract processing, have been revolutionized—digital contracts are now completed in just 15 minutes, compared to the previous 3-day timeframe.
The Center’s efforts in data integration have also drastically improved institutional data exchanges, reducing response times from 15 days to mere minutes. Furthermore, over 23,000 trees have been saved by eliminating paper-based processes, contributing to the Ministry’s environmental sustainability goals.
In terms of project delivery, the Center has become entirely self-sufficient, developing over 100 digital projects in-house, without reliance on external vendors. This internal capacity has allowed for the efficient processing of over 53 million digital requests and the establishment of data exchange systems with 80+ state bodies and 60+ private entities, including leading banks and insurance companies.
The workforce has been optimized as well, with staff numbers reduced from 12,000 to 8,000, while simultaneously improving overall service efficiency and expanding digital coverage.
These results demonstrate not only significant improvements in the Ministry's operations but also position the DOST Digital Innovations Center as a model of regional leadership in digital transformation, with scalable solutions and proven, wide-scale impact.
The Technology:
Products and Technology Used
The DOST Digital Innovations Center leverages a comprehensive stack of modern technologies and in-house developed products to drive its digital transformation efforts. Key technologies and solutions include:
Modular Digital Platforms: Custom-built internal platforms for managing social benefits, employment services, disability assessments, and citizen support, ensuring scalability and interoperability across services.
Unified Data Integration System: A centralized data exchange bridge facilitating seamless, real-time integration with over 80 government institutions and 60 private sector entities, including banks, insurance companies, and utility providers.
Artificial Intelligence & Data Analytics: Advanced AI algorithms for fraud detection, anomaly recognition in benefit claims, predictive analytics, and actionable insights to support social policy formulation.
Cloud Infrastructure & Virtualization: Secure, scalable hybrid cloud solutions ensuring high availability, data security, and efficient resource utilization across all digital services.
Information Security Frameworks: Implementation of robust cybersecurity measures aligned with ISO 27001 standards, including secure identity management, access control, and data protection protocols.
IT Service Management (ITSM) Systems: Internally developed and ISO 20000 certified service management solutions to handle Helpdesk operations, incident management, and user support efficiently.
Business Intelligence (BI) Dashboards: Over 700 internally developed BI dashboards providing real-time data visualization, reporting, and decision support for operational and strategic management.
Digital Contracting Tools: E-signature and digital contract platforms enabling fast, paperless transactions, drastically reducing processing times and environmental impact.
Proactive e-Services Framework: A custom-built mechanism enabling the automatic provision of services to citizens based on data insights, without the need for physical applications.
These technologies are developed and maintained in-house, providing the Ministry with full control over its digital infrastructure, ensuring sustainability, cost-efficiency, and adaptability to evolving needs.
Disruptive Factor:
Implementing Labor and Employment System (EMAS) faced challenges of integrating fragmented legacy systems, ensuring data accuracy from over 80 institutions, and overcoming initial resistance to digital adoption among employers and employees. Despite these barriers, EMAS fundamentally disrupted traditional paper-based labor relations by introducing a unified digital platform that automates employment contracts, social services, and communication between stakeholders. It challenged the status quo by shifting from bureaucratic, in-person procedures to a citizen-centric, one-touch digital experience, significantly reducing processing times and environmental impact. What sets EMAS apart is its holistic approach—seamlessly connecting citizens, employers, and government in a transparent, accessible, and sustainable digital ecosystem, recognized by multiple international awards for innovation and best practice.
Shining Moment:
One of the proudest achievements is how EMAS has not only modernized labor and employment services but also fostered a profound cultural shift towards digital trust and transparency in Azerbaijan. Beyond technology, EMAS has empowered citizens, especially vulnerable groups, to independently manage their employment rights and social benefits, bridging the digital divide with accessible features and inclusive design. The environmental impact is equally significant—saving 23,000 trees and drastically reducing the carbon footprint showcases how digital transformation can align with global sustainability goals. Most importantly, EMAS has proven that with a clear vision and local expertise, a government institution can lead large-scale, innovative digital reforms that rival global best practices.
About DOST Digital Innovations Center under the Ministry of Labour and Social Protection of Population of the Republic of Azerbaijan
The DOST Digital Innovations Center, established under the Ministry of Labour and Social Protection of Population of Azerbaijan, is a pioneering force in the digital transformation of public services. The Center consolidates IT functions across 13 subordinate bodies, including the State Social Protection Fund, State Employment Agency, and other key institutions, to create a unified and efficient framework for delivering digital services to citizens. The Center’s mission is to enhance social protection, labor, and employment services through innovative digital solutions, ensuring accessibility, transparency, and sustainability.
With a focus on in-house development, the Center has successfully launched over 100 e-projects, including the digitalization of social services, data management systems, and AI-driven tools to improve operational efficiency. The Center is recognized for its leadership in integrating advanced technologies, such as Artificial Intelligence, into public service delivery, driving data-driven decision-making, and reducing fraud in social benefit claims. The Center’s achievements have been acknowledged internationally, with over 50 awards and partnerships with institutions across 28 countries.
The DOST Digital Innovations Center is at the forefront of Azerbaijan’s digital government efforts, setting new standards for efficiency, scalability, and citizen-centric service delivery. Through its commitment to innovation and quality, the Center continues to shape the future of social digital services, benefiting millions of citizens and contributing to a more transparent, efficient, and sustainable public sector.
