WSIS Prizes Contest 2021 Nominee

"Citizens' Electronic Appeals" system


The project has been implemented in Shamakhi region of the Republic of Azerbaijan. The population of Shamakhi region is about 10% of the country's population. The e-appeals system provides citizens living in the area with online applications, complaints, and suggestions without going to various local government agencies. The purpose of the project is to ensure the transition to digitization in the country and at the same time to minimize physical contact with government agencies in a pandemic. In addition to reducing the number of contacts, it also reduced the time of consideration of appeals. Applications previously considered for 15 days are now considered for 7 days.

Project website


Action lines related to this project
  • AL C1. The role of governments and all stakeholders in the promotion of ICTs for development
  • AL C2. Information and communication infrastructure
  • AL C3. Access to information and knowledge
  • AL C7. E-government 2021
  • AL C10. Ethical dimensions of the Information Society
Sustainable development goals related to this project
  • Goal 8: Decent work and economic growth
  • Goal 9: Industry, innovation and infrastructure
  • Goal 10: Reduced inequalities
  • Goal 11: Sustainable cities and communities
  • Goal 17: Partnerships for the goals

  • Shamakhi region, Azerbaijan



Start date

April 2020

End date

September 2020

Target beneficiary group(s)
  • Older persons
  • Indigenous and nomadic peoples
  • People with disabilities
  • Refugees and internally displaced people


This project can be replicated for the other executive power, in other administrative territories, as it is a platform for solving the problems of people living in local territories.


The application of security certificates for the protection of personal data, unlimited number of users, tracking of changes in the status of appeals, monitoring of statistics, interactive reporting form, ability to export reports to an excel file the convenience for government agencies provide the basis for sustainable and further expansion of the system.

WSIS values promotion

The project is to ensure the transition to digitalization in the country and at the same time to minimize physical contact with government agencies in a pandemic (Cov-19). The system gives advantages for citizens and for government stockholders. Citizens may opportunity to apply without leaving the place, online tracking own applications, to save time, to get results faster. The system gives for government employers systematization of appeals, follow-up, and monitoring of appeals, sending real-time notifications.

Entity name

Data Processing Center (DPC) of the Ministry of Transport, Communications and High Technologies of the Republic of Azerbaijan. (DPC within MTCHT)

Entity country—type

Azerbaijan Government

Entity website


Executive Power of Shamakhi region.