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of February 25, 2015 No. 50

About approval of Rules of the organization of activities of the call-centers in state bodies

Being guided by the eighth paragraph of article 119 of the Constitution of the Azerbaijan Republic, according to Item 2.2 of the "National plan of action for fight against corruption for 2012-2015" approved by the Order of the President of the Azerbaijan Republic of September 5, 2012 No. 2421, the Cabinet of Ministers of the Azerbaijan Republic decides:

Approve "Rules of the organization of activities of the call-centers in state bodies" it (is applied).

Prime Minister of the Azerbaijan Republic

Artur Rasi-Zade

Approved by the Resolution of the Cabinet of Ministers the Azerbaijanian of the Republic of February 25, 2015 No. 50

Rules of the organization of activities of the call-centers in state bodies

1. General provisions

1.1. These rules are prepared according to articles 8.5 and 8.6 of the Law of the Azerbaijan Republic of July 2, 2013 No. 714-IVQ "On regulation of checks in the field of entrepreneurship and protection of interests of entrepreneurs", Item 16 of the Action plan on realization of the President of the Azerbaijan Republic approved by the Order of July 28, 2007 No. 2292 "About approval of National strategy for increase in transparency and fight against corruption", Item of the President of the Azerbaijan Republic approved by the Order of August 11, 2010 No. 1056 of "The state program on development of communication and information technologies in the Azerbaijan Republic for 2010-2012 (Electronic Azerbaijan)", Item 2.2 of the President of the Azerbaijan Republic approved by the Order of September 5, 2012 No. 2421 of "The national plan of activities for fight against corruption for 2012-2015" is established by requirements and regulate questions, connected with activities in state bodies of the call-centers, telephone service desks, hot lines, telephone hotlines and other services which purpose is similar to purpose of the call-centers specified in these rules (further - the Sall-centers).

1.2. The Sall-center will be organized for the purpose of law enforcement, objective consideration of addresses and provision of the answer to them, prevention of the facts of abuse, carrying out the analysis for enhancement of activities of state bodies and ensuring satisfaction of citizens.

1.3. The purpose of the Call-center consists in direct (or after consideration) provision of the answer to the questions (requests, including the addresses connected with rendering electronic services) connected with activities of the state body represented to them, rendering information and advisory services, acceptance and redirection of claims (offers, information).

1.4. The concepts used in these rules have the following values:

1.4.1. the state body - central and local executive bodies;

1.4.2. Call, accepting and considering the addresses entering competence of body, transferring data with use of modern information technologies, consisting of strategy, procedural rules, infrastructure and labor power;

1.4.3. the representative - the employee performing consideration of addresses in the Call-center;

1.4.4. servicing in real time - consideration of the address which arrived by means of call to the Call-center in the form of direct link;

1.4.5. servicing by means of the voice menu - the choice and rendering the corresponding services by means of fragments of the ready speech (including pronouncing the name of state body which represents the Call-center);

1.4.6. leaf of the address - the form of electronic information constituted by the representative if provision of the direct answer to the address which arrived in the Call-center is impossible for its acceptance for consideration and the subsequent provision of the answer to it, reflecting the data determined in these rules, processes taking place from the moment of acceptance of the address and provision of the answer to it;

1.4.7. group of direct contact - employees in the quantity allowing to provide the answer to the arriving addresses (direct calls and requests for calls) at the level of the established purposes depending on their amount (operational load);

1.4.8. group of work with the addresses accepted for consideration - the employees performing consideration of sheets of addresses of interrogative nature, in case of need their redirection for expression of the relation in structural unit on concern of the state body represented by the Call-center, preparation and provision to the applicant of the answer to question;

1.4.9. the support group - the employees performing forecasting of operational load determination is more whole, the distribution of operational load and intergroup labor power providing support to management in real time, implementation and the analysis of the main indicators of activities including monitoring of activities and representatives, internal training of employees, preparation of the periodic reporting, and also all functions, necessary from the point of view of more effective organization of servicing, in general;

1.4.10. score card (scorecard) - determination of specific weight of each position based on the tasks and obligations provided in the job description of employees, and common goals of the Call-center and calculation of activities of the employee on this basis;

1.4.11. registration information - special identification number (code) issued to person in case of the corresponding registration in the state body represented by the Call-center this by body and the data created on its basis (INN, number of state registration of the legal entity and so forth).

2. Organization of the Call-center

2.1 The Call-center performs acceptance and consideration of addresses on a grant basis.

2.2. In case of receipt of the addresses of interrogative nature which are within the competence of the state body represented to them, the Call-center answers them directly or after their studying with creation of leaf of addresses.


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