Publication: One-Stop Shops in Vietnam: Changing the Face of Public Administration for Citizens and Businesses through a Single Door to Multiple Services
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Date
2017-06
ISSN
Published
2017-06
Author(s)
Blunt, Melvyn
Davidsen, Soren
Agarwal, Sanjay
Pfeil, Helene
Schott, Berenike
Abstract
This case study analyzes the development
of one-stop shops in the Socialist Republic of Vietnam, from
inception of the first one in Ho Chi Minh City in 1995
through the full roll out of this model of integrated
service delivery across the country, beginning in 2003.
Embedded in the spirit of the “Doi Moi” reforms that began
in the 1980s, one-stop shops have been an integral part of
the government’s public administration reform program,
initiated in 2001. Political support, decentralization,
clear guidelines regarding organizational structure, and
significant capital investment allowed the one-stop shop
model to successfully transform the attitudes of civil
servants toward the public, reduce bureaucracy,
inefficiencies, and rent seeking, and improve the quality of
services delivered.
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Citation
“Blunt, Melvyn; Davidsen, Soren; Agarwal, Sanjay; Pfeil, Helene; Schott, Berenike. 2017. One-Stop Shops in Vietnam: Changing the Face of Public Administration for Citizens and Businesses through a Single Door to Multiple Services. Citizen Service Centers;No. 3. © World Bank, Washington, DC. http://hdl.handle.net/10986/27487 License: CC BY 3.0 IGO.”