Publication: 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
Date
2017-06
ISSN
Published
2017-06
Author(s)
Pfeil, Helene
Agarwal, Sanjay
Schott, Berenike
Abstract
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.
Link to Data Set
Citation
“Pfeil, Helene; Agarwal, Sanjay; Schott, Berenike. 2017. 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. Citizen Service Centers;No. 6. © World Bank, Washington, DC. http://hdl.handle.net/10986/27484 License: CC BY 3.0 IGO.”