Publication: The City of Pancevo’s Citizen Service Center, Serbia: Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
Date
2017-06
ISSN
Published
2017-06
Author(s)
Pfeil, Helene
Agarwal, Sanjay
Schott, Berenike Laura
Johns, Kimberly D.
Abstract
This case study provides an overview of the Pan evo Citizen
Service Center (CSC), which, since its establishment in
2009, has delivered a variety of municipal services to citizens
under one roof. It examines the measures established
by the municipal team to guarantee equal access to services
for all segments of the population and to improve the quality
of service delivery, notably by migrating certain procedures
online and providing citizens with rapid feedback mechanisms.
While institutional coordination, funding, staff motivation,
and capacity to meet demand remain challenges, the
CSC has become a key focal point for the municipality, with
the number of citizens visiting the center each year almost
equaling the city’s inhabitants. Successes achieved through
this local-level, one-stop-shop model include easier access,
greater efficiency, faster delivery, improved communication,
and better quality of information for citizens.
Citation
“Pfeil, Helene; Agarwal, Sanjay; Schott, Berenike Laura; Johns, Kimberly D.. 2017. The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level. Citizen Service Centers;No. 2. © World Bank, Washington, DC. http://openknowledge.worldbank.org/handle/10986/27483 License: CC BY 3.0 IGO.”