Federal Minister for Information Technology and Telecommunication Shaza Fatima Khawaja has received the Easy Service Medal at the United Nations Governance Innovation Summit in Baku, Azerbaijan, in recognition of Pakistan’s technology-driven public service initiative, the Asaan Khidmat Centre. The recognition highlights Pakistan’s efforts to improve government service delivery through digital systems and integrated citizen facilitation. The centre has served more than 171,000 citizens, bringing together services from multiple government departments through a coordinated platform. The award was presented during the international summit titled “UN Governance Innovation Summit: Advancing Future-Ready Institutions”, which opened in Baku on November 5, 2026. The event has brought together ministers, senior government officials, international organisations, development partners and representatives of the private sector and academia from more than 100 countries. Shaza Fatima is representing Pakistan at the gathering, where discussions are focused on modernising public institutions, improving governance systems and using technology to make public services more accessible and efficient.
The Asaan Khidmat Centre is based on Azerbaijan’s ASAN Service model, which brings multiple public services together through a coordinated citizen-facing system. Pakistan adopted the approach to simplify access to government services and reduce the need for citizens to visit separate departments for different administrative requirements. The Islamabad centre initially brought together 64 services from 12 government agencies, creating a single point of access for a range of public services. Its operations involve coordination between participating institutions, allowing citizens to submit documents and complete different administrative processes through an integrated arrangement. The centre’s reported service record of more than 171,000 citizens reflects the demand for consolidated public facilitation. The initiative also demonstrates how international cooperation can support the adaptation of established service-delivery models to local administrative requirements. Collaboration with Azerbaijan covered areas including system design, software and service delivery, helping Pakistan establish an approach that connects multiple public institutions through a common citizen-oriented framework.
During the summit, Shaza Fatima also held meetings with United Nations Under-Secretary-General Li Junhua and the chairman of Azerbaijan’s State Agency for Public Service and Social Innovations. The discussions covered Pakistan’s Digital Pakistan initiative, governance reforms and the use of technology to improve public service delivery. The international gathering provides an opportunity for participating governments to exchange experiences and discuss approaches to building institutions that can respond to changing public needs. Its agenda includes digital transformation, innovation in public administration, sustainable development and integrated service delivery. Pakistan’s participation also places its experience with the Asaan Khidmat Centre within a wider discussion about how technology can improve interactions between citizens and government departments. The recognition received by the federal minister highlights the role of institutional cooperation in developing public-sector digital services and adapting international practices to national requirements. It also brings attention to the contribution of technology and coordinated administration in improving access to government services.
The recognition comes as Pakistan continues to expand its digital public infrastructure and introduce technology-based systems across government institutions. Initiatives such as digital identity, online payment systems and integrated citizen service platforms are becoming important components of public-sector modernisation. The Asaan Khidmat Centre represents an approach in which multiple services are organised around citizens’ requirements rather than separate departmental processes. Its development also illustrates the potential of international partnerships to support technology transfer, institutional learning and improvements in public administration. The UN Governance Innovation Summit in Baku provides a platform for countries to share such experiences and explore cooperation on future-ready institutions. For Pakistan, the recognition offers international visibility for its efforts to introduce integrated public services and use digital systems to simplify administrative processes. As the country continues its Digital Pakistan agenda, the experience of the Asaan Khidmat Centre could provide a reference for further initiatives aimed at improving accessibility, coordination and efficiency across public service delivery.
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