In line with the instruction given by President Ilham Aliyev at the meeting dedicated to the unified action plan titled “Azerbaijan’s New Digital Architecture,” regarding the provision of public services through the “myGov” e-government portal, the State Committee forAffairs of Refugees and Internally Displaced Persons has also been carrying out targeted efforts. As a result, direct contact between officials and citizens is minimized, and a transparent environment is created.
By fulfilling the requirements set by the head of state, the State Committee demonstrates sensitivity to citizens’ appeals and implements measures to further improve this area by applying modern technological innovations.
One of these measures is the completion of the integration between the Committee’s internal electronic document management system (ESD) and the myGov platform. The new electronic service, launched in April this year, enables savings in citizens’ time and the Committee’s resources.
It should be noted that until now, citizens submitted applications, appeals, and proposals to the Committee via postal services, electronic resources (email, as well as the message sections of the Committee’s official Facebook and Instagram accounts), or through the Committee’s local representations in the districts where they were temporarily registered. Integration with the “myGov” platform allows citizens to submit requests and receive responses online without visiting any office. To do this, users can access their personal account on the “myGov” portal using one of five methods: “Identification Number,” “SIMA Digital Signature,” “SIMA Token (Electronic Signature),” “ASAN Signature,” “Electronic Signature,” or “BSXM – Electronic Signature.”
After logging into the portal, select the “Appeals” section on the homepage and choose “Appeal to government bodies.” In the opened section, click the “Apply” button. From the list of government institutions, select the State Committee for Affairs Refugees and Internally Displaced Persons and determine the type of appeal — application, complaint, proposal, or inquiry. Then enter the text of your request. After uploading any necessary supporting documents to the relevant section, click “Continue.” At this stage, the citizen’s personal email address and contact number are provided.
The appeal is directly submitted to the Committee’s internal ESD system, where it is registered and forwarded to the relevant structural units for processing. After the review, the prepared response is sent back to the citizen’s personal account on the “myGov” platform. Thus, a unified, efficient, and transparent electronic exchange mechanism for receiving, processing, and responding to citizens’ appeals is established.
This integration is also of particular importance in terms of the objectives of the “Great Return” Program. It ensures prompt access to public services for citizens returning to the liberated territories and those involved in the return process, enables their appeals to be received and processed in a fast and systematic manner, and facilitates the resolution of social and administrative issues electronically. Overall, it contributes to a more efficient organization of the return and adaptation process. This approach strengthens state–citizen relations through modern digital platforms and provides additional support to the implementation of the “Great Return” Program.
