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

doi:10.1596/27485

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

dc.contributor.author	Pfeil, Helene
dc.contributor.author	Schott, Berenike
dc.contributor.author	Agarwal, Sanjay
dc.date.accessioned	2017-06-30T14:55:03Z
dc.date.available	2017-06-30T14:55:03Z
dc.date.issued	2017-06
dc.description.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.	en
dc.identifier	http://documents.worldbank.org/curated/en/108371498753288065/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
dc.identifier.doi	10.1596/27485
dc.identifier.uri	https://hdl.handle.net/10986/27485
dc.language	English
dc.language.iso	en_US
dc.publisher	World Bank, Washington, DC
dc.relation.ispartofseries	Citizen Service Centers;No. 1
dc.rights	CC BY 3.0 IGO
dc.rights.holder	World Bank
dc.rights.uri	http://creativecommons.org/licenses/by/3.0/igo
dc.subject	SERVICE DELIVERY
dc.subject	MUNICIPAL SERVICES
dc.subject	LOCAL GOVERNMENT
dc.subject	CITIZEN ENGAGEMENT
dc.title	Recent Developments and Key Considerations Impacting the Operations of One-Stop Shops for Citizens	en
dc.title.subtitle	A Summary of Major Trends and a Design Guide for Citizen Service Centers	en
dc.type	Brief	en
dc.type	Fiche	fr
dc.type	Resumen	es
dspace.entity.type	Publication
okr.crossref.title	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
okr.date.disclosure	2017-06-29
okr.doctype	Publications & Research
okr.doctype	Publications & Research::Brief
okr.docurl	http://documents.worldbank.org/curated/en/108371498753288065/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
okr.guid	108371498753288065
okr.identifier.doi	10.1596/27485
okr.identifier.externaldocumentum	090224b084d625c8_1_0
okr.identifier.internaldocumentum	27686039
okr.identifier.report	117079
okr.imported	true
okr.language.supported	en
okr.pdfurl	http://documents.worldbank.org/curated/en/108371498753288065/pdf/117079-BRI-P157228-PUBLIC-01-P157228-CSC-Trends-Final.pdf	en
okr.topic	Governance::Local Government
okr.topic	Poverty Reduction::Access of Poor to Social Services
okr.topic	Urban Development::Urban Governance and Management
okr.topic	Urban Development::Urban Services to the Poor
okr.unit	Social Dev ECA (GSU03)