Entrepreneurs need support and services in different periods of business activities. These services are provided by separate state bodies and private entities in different places, the time spent in this sense causes certain challenges for entrepreneurs. Pursuant to the decrees of the President of Azerbaijan of December 28, 2017 and June 26, 2018, small and medium business houses (SMB houses) have been established under the Small and Medium Business Development Agency (KOBİA) to improve state services provided to business, ensure easy and convenient access to these services, and boost entrepreneur satisfaction. Yalchin Agamali, head of the G2B and B2B services organization department of the Business Services Department of KOBİA, addressed the questions of "vergiler.az" on the activities of SMB houses and the services provided to entrepreneurs.

- Mr. Yalchin, there are currently three SMB houses operating in the country, in the cities of Baku, Yevlakh and Khachmaz. What is the reason for establishing SMB houses in these cities?

- First and foremost, I would like to highlight that SMB houses mainly aim to provide business entities with the services of public ("G2B") and private ("B2B") institutions in a single space, in accordance with the principles of promptness, transparency, kindness, responsibility and convenience. This saves the entrepreneur's time, minimizes operational costs, transparent and prompt organization of services improves entrepreneur satisfaction, and makes the level of service measurable. Entrepreneurs are encouraged to apply to SMB houses for registration of business activities, obtaining licenses and permits, development of a business plan, access to concessional financial resources, tax, customs, utilities, banking, insurance, notary and other required services for business activities.

Needless to say, research and analysis are performed to determine the location before SMB houses are established. When choosing the area where the SMB houses will be located, the number of entrepreneurs operating here, economic activities, services provided by state and private institutions, the infrastructure of the area, and most importantly, the need for the SMB house and other issues are regarded. Based on these principles, SMB houses are currently operating in the cities of Baku, Khachmaz and Yevlakh. However, SMB houses serve the entrepreneurs of the mentioned cities as well as the neighbouring districts. This means that SMB houses actually serve the business entities of over three cities and districts.

- Can any entrepreneur, regardless of the business field, benefit from the service of any SMB house, or are there any restrictions?

- Entrepreneurs are encouraged to benefit from the services provided by any SMB house regardless of their location. There are no restrictions on this matter. However, due to the regional structure of state institutions, some services can be provided specifically for the relevant area. Except for these cases, entrepreneurs can apply to Baku, Yevlakh and Khachmaz SMB houses for "G2B" and "B2B" services, regardless of their place of residence.

 - Is it expected to establish more SMB houses?

- According to the relevant decrees of the President of Azerbaijan, SMB houses in major cities and regions of the country will be established. The first SMB house has been operating in Khachmaz since February 2020, and the second SMB house has been operating in Yevlakh since April 2021. "Baku SMB House" has been providing services to entrepreneurs since January of this year. It is expected to launch new SMB houses in other cities and districts of the country, as well as in the liberated territories. Necessary works are currently underway to establish an SMB house in the city of Ganja. The fourth "Ganja SMB House" is due to open soon.

- How many services are currently offered to entrepreneurs at SMB houses, and what criteria determine the list of these services?

- Pursuant to the Decree of the President of Azerbaijan dated June 26, 2018, the list of services provided by state bodies in SMB houses was approved. In addition to these services, private institutions provide services ("B2B") to entrepreneurs in SMB houses in accordance with the one- stop shop principle. Currently, over 100 "G2B" and over 70 "B2B" services are provided by public and private institutions in SMB houses.

- What services of SMB houses do entrepreneurs benefit from the most?

- SMB houses are garnering growing interest from entrepreneurs as a place to provide various services through a single window system based on the principles of efficiency and transparency. Consequently, the number of requests from entrepreneurs to SMB houses is steadily growing. For instance, more than 197,000 services were provided to entrepreneurs in the SMB houses from January to June this year. Over 155,000 of the rendered services was made by "Baku SMB House", over 29,000 by "Yevlakh SMB House", and over 13,000 by "Khachmaz SMB House". More than 190,000 services were provided by state bodies ("G2B"), and some 7,300 were provided by business organizations ("B2B"). The services most frequently requested by entrepreneurs in SMB houses include the issuance of a certificate confirming the country of origin of the goods, tax, transportation, bank, postal, public utilities, etc.

- How is the use of the services of SMB houses by entrepreneurs and the service satisfaction indicator evaluated?

- Applications to SMB houses are made through the appropriate queue system. Based on the data obtained from this system, statistical indicators regarding the use of services are formed. Moreover, the indicator of satisfaction with services is identified electronically and through surveys conducted among entrepreneurs. The level of satisfaction of entrepreneurs with the services provided in SMB houses is estimated as 98%. Based on the analysis and evaluation of the statistical and satisfaction indicators above, we are pursuing the policy of expansion and optimization the delivery of services.

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