One-Stop Shops in Vietnam : Changing the Face of Public Administration for Citizens and Businesses through a Single Door to Multiple Services

Blunt, Melvyn ; Davidsen, Soren ; Agarwal, Sanjay ; Pfeil, Helene ; Schott, Berenike

World Bank, Washington, DC

关键词: SERVICE DELIVERY;    LOCAL GOVERNMENT;    DECENTRALIZATION;    HUMAN RIGHTS;   

RP-ID  :  117081

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

This case study analyzes the developmentof one-stop shops in the Socialist Republic of Vietnam, frominception of the first one in Ho Chi Minh City in 1995through the full roll out of this model of integratedservice delivery across the country, beginning in 2003.Embedded in the spirit of the “Doi Moi” reforms that beganin the 1980s, one-stop shops have been an integral part ofthe government’s public administration reform program,initiated in 2001. Political support, decentralization,clear guidelines regarding organizational structure, andsignificant capital investment allowed the one-stop shopmodel to successfully transform the attitudes of civilservants toward the public, reduce bureaucracy,inefficiencies, and rent seeking, and improve the quality ofservices delivered.