Recent Developments and Key Considerations Impacting the Operations of One-Stop Shops for Citizens : A Summary of Major Trends and a Design Guide for Citizen Service Centers

Pfeil, Helene ; Schott, Berenike ; Agarwal, Sanjay

World Bank, Washington, DC

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

RP-ID  :  117079

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

Countries across the globe areestablishing new and improving existing citizen servicecenters (CSCs) to better serve their citizens. This noteprovides an overview of recent developmentsimpacting CSCoperations as well as a CSC design guide meant to summarizeessential issues that managers looking to establish CSCs maywish to consider. Part 1 lays out how four keythemes—access, personalization, speed, and interaction—haveshaped the latest innovations in citizenservice centerdesign. These themes are linked to the increasingavailability and spread of new technologies, which open newchannels for governments to provide information and servicesto their citizens, and expand the potential for multichannelapproaches. Based on these trends, part 2presents a CSCdesign guide which provides an overview of eight key issuesto take into account when designing or reforming a CSC: (1)channels of service delivery; (2) depth of service delivery;(3) financing models; (4) organizations involved and breadthof services provided; (5) single or multiple windows; (6)homogeneity/diversity across CSCs; (7) location; and (8) ifservices are provided by target group, life event orcategory of service.