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

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dc.contributor.authorPfeil, Helene
dc.contributor.authorAgarwal, Sanjay
dc.contributor.authorSchott, Berenike
dc.date.accessioned2017-06-30T14:55:01Z
dc.date.available2017-06-30T14:55:01Z
dc.date.issued2017-06
dc.description.abstractThis 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.en
dc.identifierhttp://documents.worldbank.org/curated/en/694331498754384995/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
dc.identifier.doi10.1596/27484
dc.identifier.urihttps://hdl.handle.net/10986/27484
dc.languageEnglish
dc.language.isoen_US
dc.publisherWorld Bank, Washington, DC
dc.relation.ispartofseriesCitizen Service Centers;No. 6
dc.rightsCC BY 3.0 IGO
dc.rights.holderWorld Bank
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/igo
dc.subjectHUMAN RIGHTS
dc.subjectMUNICIPAL SERVICES
dc.subjectLOCAL GOVERNMENT
dc.subjectSERVICE DELIVERY
dc.subjectCITIZEN ENGAGEMENT
dc.subjectVULNERABLE GROUPS
dc.titleMunicipal Citizen Service Centers in Southeastern Europeen
dc.title.subtitleSurvey Results on Success Factors, Challenges, and the Human Rights Approach of Municipal One-Stop Shops in the Western Balkansen
dc.typeBriefen
dc.typeFichefr
dc.typeResumenes
dspace.entity.typePublication
okr.crossref.titleMunicipal 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
okr.date.disclosure2017-06-29
okr.doctypePublications & Research
okr.doctypePublications & Research::Brief
okr.docurlhttp://documents.worldbank.org/curated/en/694331498754384995/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
okr.guid694331498754384995
okr.identifier.doi10.1596/27484
okr.identifier.externaldocumentum090224b084d627e9_1_0
okr.identifier.internaldocumentum27686043
okr.identifier.report117084
okr.importedtrue
okr.language.supporteden
okr.pdfurlhttp://documents.worldbank.org/curated/en/694331498754384995/pdf/117084-BRI-P157228-PUBLIC-06-CSC-Survey-Results-Final.pdfen
okr.region.administrativeEurope and Central Asia
okr.region.countryAlbania
okr.region.countryBosnia and Herzegovina
okr.region.countryKosovo
okr.region.countryMacedonia, former Yugoslav Republic of
okr.region.countryMontenegro
okr.region.countrySerbia
okr.region.countryNorth Macedonia (Formerly the Former Yugoslav Republic of Macedonia)
okr.region.geographicalEastern Europe
okr.topicGovernance::Local Government
okr.topicLaw and Development::Human Rights
okr.topicPoverty Reduction::Access of Poor to Social Services
okr.topicUrban Development::Urban Governance and Management
okr.topicUrban Development::Urban Services to the Poor
okr.unitSocial Dev ECA (GSU03)
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