Miscellaneous Knowledge Notes

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    The City of Pancevo’s Citizen Service Center, Serbia: Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
    (World Bank, Washington, DC, 2017-06) Pfeil, Helene ; Agarwal, Sanjay ; Schott, Berenike Laura ; Johns, Kimberly D.
    This case study provides an overview of the Pan evo Citizen Service Center (CSC), which, since its establishment in 2009, has delivered a variety of municipal services to citizens under one roof. It examines the measures established by the municipal team to guarantee equal access to services for all segments of the population and to improve the quality of service delivery, notably by migrating certain procedures online and providing citizens with rapid feedback mechanisms. While institutional coordination, funding, staff motivation, and capacity to meet demand remain challenges, the CSC has become a key focal point for the municipality, with the number of citizens visiting the center each year almost equaling the city’s inhabitants. Successes achieved through this local-level, one-stop-shop model include easier access, greater efficiency, faster delivery, improved communication, and better quality of information for citizens.
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    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
    (World Bank, Washington, DC, 2017-06) Pfeil, Helene ; Agarwal, Sanjay ; Schott, Berenike
    This report presents the results of an online survey administered in six southeastern European countries: Albania, Bosnia and Herzegovina, Kosovo, Macedonia, Montenegro and Serbia. The survey was aimed at gathering insights related to the operations and human rights approach of municipalone-stop shops delivering services to citizens. Findings show that the region’s municipal citizen service centers are generally aware of the impact that their activities have on human rights. In addition to complying with legal requirements to guarantee the rights of citizens and avoid discriminatory practices in service delivery, many citizen service centers actively promote universal access to public services. This is mostly accomplished by taking measures that foster theinclusion of vulnerable groups and by offering mechanisms that encourage participation and accountability, such as citizen feedback and complaint-handling mechanisms.