Publication: 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
Date
2017-06
ISSN
Published
2017-06
Author(s)
Pfeil, Helene
Schott, Berenike
Agarwal, Sanjay
Abstract
Countries across the globe are
establishing new and improving existing citizen service
centers (CSCs) to better serve their citizens. This note
provides an overview of recent developmentsimpacting CSC
operations as well as a CSC design guide meant to summarize
essential issues that managers looking to establish CSCs may
wish to consider. Part 1 lays out how four key
themes—access, personalization, speed, and interaction—have
shaped the latest innovations in citizenservice center
design. These themes are linked to the increasing
availability and spread of new technologies, which open new
channels for governments to provide information and services
to their citizens, and expand the potential for multichannel
approaches. Based on these trends, part 2presents a CSC
design guide which provides an overview of eight key issues
to 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 breadth
of services provided; (5) single or multiple windows; (6)
homogeneity/diversity across CSCs; (7) location; and (8) if
services are provided by target group, life event or
category of service.
Citation
“Pfeil, Helene; Schott, Berenike; Agarwal, Sanjay. 2017. 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. Citizen Service Centers;No. 1. © World Bank, Washington, DC. http://hdl.handle.net/10986/27485 License: CC BY 3.0 IGO.”