DOST Agency holds press conference on 2025 results
In 2025, nearly 900,000 citizens were provided with services at DOST centers, while more than 4.1 million citizens have been served in total over the previous period. The level of citizen satisfaction with DOST services exceeds 98 percent.
This was stated by Chairman of the Board of the DOST Agency, Farid Mammadov, during a press conference held at the DOST Agency dedicated to the results of 2025 and the targets for 2026.
It was noted that the DOST Agency was established by a Decree of the President of the Republic of Azerbaijan, Ilham Aliyev, dated August 9, 2018, and the first DOST center was opened in May 2019. The DOST concept, initiated by First Vice-President Mehriban Aliyeva, enables the provision of 162 state social services to citizens through a “one-stop shop” based on modern, flexible, and transparent mechanisms.
The press conference emphasized that efforts to expand the DOST center network are ongoing. It was reported that in 2025, the Kalbajar and Fuzuli service points of the Karabakh Regional DOST Center were put into operation, and the Tartar branch was launched this month. Overall, 7 DOST Centers, 2 DOST branches, one “Smart DOST” service point, and 2 DOST service points are currently operating in Baku and the regions. At present, design, renovation, and construction works are underway to establish new DOST centers in Nakhchivan, Guba, Sabirabad, Sumgayit, Ganja, and Masalli, as well as DOST branches in several other regions. By 2030, the launch of 14 regional DOST centers and 64 branches is planned.
In 2025, the DOST Call Center 142 responded to 1.5 million citizen inquiries, while more than 8.3 million inquiries have been handled overall to date. The satisfaction level with these services reached 95 percent. The average waiting time for callers was 51 seconds, and the average service duration was 3 minutes and 7 seconds.
Farid Mammadov noted that the activities of the DOST Agency are also highly appreciated at the international level. To date, the Agency has been awarded 36 international quality and excellence certificates. Last year, business relations were established with relevant institutions in Romania, Serbia, and Croatia to implement the DOST model, while cooperation with Uzbekistan and Moldova on the application of the “one-stop shop” system continued.
During the reporting period, an international conference titled “SOCGOV 2025: Artificial Intelligence for Humans and Transformation” was also held in Baku at the initiative of the DOST Agency. The conference, which brought together nearly 430 participants from 20 countries, aimed to assess prospects for rapid development in the field of social services by uniting local and international experts, as well as to identify future development pathways through the application of innovative approaches, artificial intelligence tools, and modern technologies.
The press conference also addressed the targets set for 2026, and questions from media representatives were answered.
Following the event, representatives of certification bodies presented certificates to Chairman of the Board of the DOST Agency Farid Mammadov, confirming compliance with ISO 9001:2015 (Quality Management System) and ISO 10002:2018 (Customer Satisfaction and Complaints Handling), certified by the UK-based organization GCL International, as well as ISO 37001:2025 (Anti-Bribery Management System), certified by the Turkish certification body MSC.
The DOST Agency successfully completed all stages of certification across all three areas. The ISO certificates are valid until the end of 2028. The implementation of these standards will further enhance the performance of the DOST Agency and DOST centers, as well as improve service quality.
It should be recalled that in 2022, the DOST Agency was also awarded ISO certifications in four areas by the LRQA certification body.
