Municipal Citizen Service Centers in Southeastern Europe : Survey Results on Success Factors, Challenges, and the Human Rights Approach of Municipal One-Stop Shops in the Western Balkans

Pfeil, Helene ; Agarwal, Sanjay ; Schott, Berenike

World Bank, Washington, DC

关键词: HUMAN RIGHTS;    MUNICIPAL SERVICES;    LOCAL GOVERNMENT;    SERVICE DELIVERY;    CITIZEN ENGAGEMENT;   

RP-ID  :  117084

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 report presents the results of anonline survey administered in six southeastern Europeancountries: Albania, Bosnia and Herzegovina, Kosovo,Macedonia, Montenegro and Serbia. The survey was aimed atgathering insights related to the operations and humanrights approach of municipalone-stop shops deliveringservices to citizens. Findings show that the region’smunicipal citizen service centers are generally aware of theimpact that their activities have on human rights. Inaddition to complying with legal requirements to guaranteethe rights of citizens and avoid discriminatory practices inservice delivery, many citizen service centers activelypromote universal access to public services. This is mostlyaccomplished by taking measures that foster theinclusion ofvulnerable groups and by offering mechanisms that encourageparticipation and accountability, such as citizen feedbackand complaint-handling mechanisms.