1 CITIZEN SERVICE CENTERS Pathways Toward Improved Public Service Delivery 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 Abstract Introduction Countries across the globe are establishing new and improv- Citizen service centers (CSC) constitute a powerful tool ing existing citizen service centers (CSCs) to better serve for governments to better serve their citizens and increase their citizens. This note provides an overview of recent devel- satisfaction with and trust in public service delivery. opments impacting CSC operations as well as a CSC design Modeled after one-stop shops, which were introduced to guide meant to summarize essential issues that managers facilitate interactions between the private and public sec- looking to establish CSCs may wish to consider. Part 1 lays tors and to expedite processes such as business registration, out how four key themes—access, personalization, speed, CSCs offer one central location where citizens can interact and interaction—have shaped the latest innovations in cit- with the state and access a variety of services. izen service center design. These themes are linked to the Numerous low- to high-income countries have imple- increasing availability and spread of new technologies, which mented CSCs over the past few years. According to the open new channels for governments to provide information United Nations E-Government Survey (United Nations 2014), and services to their citizens, and expand the potential for 71 countries have digital one-stop shop portals. In 2016, a rapid multichannel approaches. Based on these trends, part 2 stock-take conducted by the World Bank found at least 77 presents a CSC design guide which provides an overview countries with physical and/or digital CSCs.1 While most prev- of eight key issues to take into account when designing or alent in Europe, all regions include a minimum of five countries reforming a CSC: (1) channels of service delivery; (2) depth with CSCs. Their experiences offer lessons on how to make of service delivery; (3) financing models; (4) organizations service delivery and CSCs even more responsive to citizens, involved and breadth of services provided; (5) single or mul- their needs, and their expectations. In 2011, the World Bank tiple windows; (6) homogeneity/diversity across CSCs; (7) published a “How-to Note” on citizen service centers to pro- location; and (8) if services are provided by target group, life vide guidance on the design and implementation of CSCs. The event or category of service. 1. The list is not exhaustive. Please see the annex for a list of CSCs identified by the team. 2 Citizen Service Centers Pathways Toward Improved Public Service Delivery Map 1. Countries with Citizen Service Centers present note, six years later, updates the 2011 note and seeks Four themes—access, personalization, speed, and inter- to shed light on some of the latest developments and innova- action—shape the newest innovations in citizen service tions in citizen-centric service delivery, focusing on aspects of center design. In many cases, this means shifting from a pri- CSC design and implementation that have changed. It there- mary reliance on brick-and-mortar centers to include the use fore complements rather than replaces the 2011 note. of digital channels; reengineering processes and procedures to increase speed and ease of use for customers; providing 1. New Developments in more targeted information; and shifting from only provid- Citizen Service Center Design ing information and services to also receiving feedback and input from the citizens, engaging them as active co-creators The most significant developments in the design and func- in the design of the CSCs by, for example, asking them what tioning of citizen service centers over the past decade are information and services that they would most like the CSC linked to technological advances. New technologies have to provide, by testing pilot CSCs (U.S. Digital Service 2016a) opened up new channels for the state and citizens to commu- and providing feedback for improvement. nicate with one another. These advances have also shaped the overall expectations of citizens. In societies with high Transitioning from Brick-and-Mortar Centers to Digital rates of Internet penetration and smartphone ownership, Platforms and Multichannel Approaches people have become accustomed to having instant access Governments are increasingly offering information and to information; receiving personalized information based on services through websites and digital applications. Service their interests and needs; easily and rapidly accessing infor- Canada is an example of a CSC that enables citizens to access mation; and having access to a two-way information flow that a plethora of government services on a single website, ranging allows them to co-create content, provide comments and from jobs to immigration to taxes. Some countries have estab- feedback, and participate in crowdsourcing information. lished digital citizen service center portals, such as Service Public in France2 or eCitizen Portal in Singapore,3 which enable 2. See the Service Public website at https://www.service-public.fr. 3. See the eCitizen Portal at https://www.ecitizen.gov.sg/Pages/default.aspx. 3 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 Box 1. Computerization and Breadth of Services at Municipal Citizen Service Centers: Lessons from India States across India have implemented citizen service centers (CSCs) at the municipal level. A study researching comput- erized Nemmadi Centers in rural Karnataka found that citizens who used the centers made over three times fewer visits, spent almost an hour less at the office, paid less for the service, and received the service more than three weeks sooner than those who used a noncomputerized office (CEGA 2009). Computerized CSCs were thus able to increase the speed of service delivery as well as decrease costs, including by curbing corruption. Despite these benefits, there is significant variance in the level of computerization as well as the breadth of services offered at municipal CSCs across Indian states, which a follow-up study found was not due to differing socioeconomic con- texts or availability of infrastructure but rather to incentives for politicians linked to reelection or potential corrupt extraction of income (Bussell 2012). While technology-based reforms have great potential to improve service delivery and curb cor- ruption, they are not silver bullets—they must be implemented in a way that pays due attention to the political context. citizens to access a range of services at one central portal. channels. The process may involve a phased approach, for Other countries are computerizing brick-and-mortar CSCs, example, starting with brick-and-mortar centers and slowly such as the Nemmadi Centers in Karnataka, India (box 1). adding digital applications. In Vietnam, for example, the gov- ernment began establishing physical one-stop shops across Countries often use a multichannel approach to ensure the country in 2003. Recently, the program has been moving universal access. Even where digital access is prevalent, toward integrating Internet-based systems through which it is a best practice to have a brick-and-mortar location as citizens can access services without having to visit a phys- well for citizens who are unable to use a digital platform or ical one-stop shop.5 In low-income countries, the approach who prefer face-to-face interactions. Because of this, many of choosing channels based on the technology most widely countries begin with physical centers and gradually add used by citizens might involve the expansion of access to digital channels, while retaining both. This type of multi- mobile broadband, circumventing infrastructure-heavy channel approach is exemplified by Huduma Kenya. While channels while not necessarily fully diving into purely digital focused on physical CSCs across the country, the initiative platforms (United Nations 2014: 111). In New Zealand, with also includes a website with information about the services a population that uses digital technology widely, the govern- offered. In addition, Huduma Kenya features the “Huduma ment offers a pathway to verify identities online, enabling Card,” a prepaid card that can be used to access government citizens to more easily open bank accounts. The slogan of services, such as public transportation, and an application New Zealand’s portal Real Me, which simplifies identity ver- that enables access to services through mobile phones.4 ification, responds to the citizens’ demand for easier access: Countries designing CSC programs and determining “Open a bank account without leaving the couch” or “enroll what types of channels to pursue should consider the to vote in your slippers.”6 In rural regions of Kenya, CSCs needs of citizens, with the aim of excluding no one. They provide access to subsidized fertilizer, a service that clearly should assess the prevalence and usage of various technolo- needs to be provided at a physical location. gies among potential users to figure out the most appropriate 5. For more details, please see: “One-Stop Shops in Vietnam: Changing the Face of 4. For more details, please see: “Citizen Service Centers in Kenya: Advancing Citi- Public Administration for Citizens and Businesses through a Single Door to Multiple zen-Centered Service Delivery through Huduma Centers in a Context of Devolution Services,” which is part of this series. and Digitization, which is part of this series.” 6. See the Real Me website at https:/ /www.realme.govt.nz. 4 Citizen Service Centers Pathways Toward Improved Public Service Delivery From General to Targeted Information Box 2. Information and Services To respond to the diverse needs and interests of citizens, Organized by Life Events on Service Public— CSCs are increasingly tailoring information and services the French Platform to specific target groups. Rather than looking at service provision from the perspective of a single prototypical citi- Service Public,a the French citizen service center (CSC) zen, many CSCs organize their information by target group. online platform, helps users find relevant information For example, Under the “jobs” category, Service Canada organized by life events, such as what to do if … offers one link for job seekers—“Find a Job”—and another • “I move, for employers—“Hire and Manage Employees.”7 The 2014 • I am expecting a child, United Nations E-Government Survey found that a number • I have a disability, of European countries are transitioning from the one-stop • I am planning my retirement, model, which aims at having one single portal through which • I am buying property, all services are accessed, to having a handful of more special- • A close relative has died, ized portals (United Nations 2014). Denmark has established • I am getting divorced, a website called International Citizen Service (ICS)8 that pro- • I need access to childcare, vides information and services relevant to foreigners moving • I will be living abroad, to or living in Denmark. ICS provides resources on how to • I come back to live in France, register as a foreigner as well as how to learn Danish and find • I am looking for a job, a place to live. The U.S. Digital Service, a tech start-up within • I am settling down as a couple, the U.S. government, has developed a digital application for • I would like to work in the public sector, veterans—vets.gov—which provides information about the • I am preparing my legacy, or services most relevant to them, such as disability, health, and • I am the victim of a terrorist attack” education benefits. Examples of other applications built by a. See https://www.service-public.fr/. the U.S. Digital Service target students applying for college, immigrants, and refugees. One tool that can help governments organize the infor- whether a person is planning to migrate, currently abroad, or mation and services their CSCs provide in a more targeted returning. Approaching the organization of information and way is to consider distinct target groups as well as life services from the citizens’ perspective—by target group or events. Life events include getting married, having a child, by life event—builds on the private sector practice of con- moving, and retiring, among many others. Service Public, sidering service delivery from the perspective of the user or the French CSC online platform offers an example of this customer rather than from the provider. approach (see box 2). Another related tool is customer jour- From Lengthy Procedures to Speedy Solutions ney mapping, which helps governments think through pro- Increasingly, citizens expect services to be easily acces- cesses from the perspective of citizens to get a full picture sible and delivered quickly. The speed with which a ques- of all the steps required for a given situation. In Moldova, for tion or request is resolved is a key driver of satisfaction with example, a country with a large share of its citizens living overall service delivery among citizens (Dudley et al. 2015). abroad, the Joint Information and Services Bureaus organize Citizens value ease and speed when accessing information information and services by stages of migration—that is, and services, preferring to avoid visiting multiple offices or 7. See the Service Canada website at https:/ /www.canada.ca/en.html. clicking through multiple web pages. 8. See the ICS website at http://icitizen.dk/. 5 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 Box 3. Gap between Expectations and Experience of Timeliness of Service access by Canadian Citizens In the “Citizens First” survey conducted by the Canadian Institute for Citizen-Centered Service Delivery, the 2014 responses indicated that Canadian citizens expect to access a service online within an average of 6.5 minutes. In comparison, the average time to actually access services online by this population was 19 minutes, thus about three times as long. For phone calls, there was a discrepancy between expectation and experience of 4 minutes and for an in-person interaction of 1.5 minutes. The biggest gap between expectation and experience thus concerns online services. Service expectations: Timeliness Minutes 19.0 6.5 19.0 15.0 21.0 19.5 Actual experience* Service expectation *Average across participating jurisdictions based on number of minutes as reported by respondents. Source: https://iccs-isac.org/research/citizens-first. Processes must become more efficient to cut down on From One-Way to Two-Way Interaction transaction times in both front and back offices. Online The most recent innovations in the field of citizen service solutions for front offices, such as the digital platforms centers consider citizens to be active contributors rather previously mentioned, can significantly increase the ease than merely passive recipients (Lai et al. 2012: 14). Some and speed with which citizens can access information and new citizen service applications have been created in col- request services. Yet, for the entire service delivery proce- laboration with target groups. An example is the U.S. Digital dure to be accelerated, back offices must also improve their Service application for veterans (U.S. Digital Service 2016a), efficiency through, for example, better interagency collabo- which involved veterans in the design and improvement of ration regarding fulfilling requests (Dudley et al. 2015). the application. They were able to express their priorities so that the application could be as useful to them as possible, 6 Citizen Service Centers Pathways Toward Improved Public Service Delivery Box 4. Improving the Efficiency of Service Delivery through Citizen Assistance Units in Brazil The experience of the establishment and subsequent reform of citizen service centers (CSCs) in Minas Gerais, Brazil, offers valuable lessons regarding the importance of installing centers that offer a variety of services under one roof as well as reengineering procedures to increase speed and improve efficiency (Majeed, 2014). In 1996, the state established one-stop shops, where citizens could access a variety of services, including employment-related services and the issuing of identification cards. The bundling of services in one location, however, did not suffice for reducing the time required to request a service or for it to be delivered. A reform that began in 2007 addressed that shortcoming with a range of measures, including hiring and training clerks who could provide all the services rather than only those of a single agency, cost-sharing with agencies, upgraded IT systems, extended hours of operation, a monitoring system tracking average waiting times, and partial privatization. The new CSCs are able to handle a more than seven times greater volume of transactions, and citizens surveyed regarding their experiences at the remodeled citizen assistance units indicate greater overall satisfaction with the speed with which they were served and the time required to complete the requested service. for example, by simplifying the website and providing easier Feedback that is provided must be adequately access to healthcare application forms. responded to, and the feedback loop must be closed. This can be a challenge because social media channels allow Another way to involve citizens more actively is to pro- for a large volume of feedback, but it can be mitigated with vide opportunities for them to provide feedback. Feedback persons tasked with monitoring the channels, responding can be solicited and responded to through a variety of chan- to comments and requests that can be immediately solved, nels, from suggestion boxes at stationary citizen service cen- and forwarding others to the responsible center or agency. ters to social media platforms, such as Twitter or Facebook. The goal of an effective feedback system is to have a two- Using social media platforms to communicate with citizens way conversation rather than two parallel one-way streams and solicit their feedback allows governments to circumvent of communication—state-to-citizen and citizen-to-state. In the costlier steps of setting up separate online platforms Azerbaijan, the ASAN service uses social media to improve and increases the level of interaction because many citizens communications with citizens. On Facebook, ASAN service are already active on social media (United Nations 2014: users can directly contact the CSC, ask questions, provide 70). Huduma Kenya is an example of a CSC program that feedback, and post comments or pictures. ASAN representa- responds to feedback via Twitter and Facebook. A challenge tives communicate with users through “likes,” “dislikes,” and related to soliciting feedback via social media platforms is private and public messages to help them better understand that it is difficult to log and track the feedback. It is crucial to the drivers behind citizen satisfaction. A similar approach is aggregate the feedback and analyze the information to learn being used on Twitter. Since the creation of these accounts, from it and improve operations. This is made more difficult an increasing number of questions have been put to ASAN if feedback is collected on platforms that are used for other through these channels. In addition, ASAN volunteers have purposes as well and that process a high volume of informa- created a separate Facebook account, used by the volunteer tion on a daily basis. community for sharing information, pictures, videos, and experiences, and for becoming acquainted with each other.9 9. See https://www.facebook.com/asanxidmat, https://twitter.com/ASANXidmat, and https://www.facebook.com/Asan.Youth. 7 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 2. Design Guide for Citizen Service Centers With the ongoing development of one-stop-shop models at The issues presented build on and further develop con- various levels of government and in disparate contexts, devel- cepts presented in the 2011 How-To Note, “Citizen Service oping neat typologies regarding CSCs along clearly delin- Centers: Enhancing Access, Improving Service Delivery, eated models and architectural choices is difficult. However, Reducing Corruption” (Post and Agarwal 2011) with the aim the eight core design issues explored in this section allow for of guiding and inspiring the reflection of public managers the differentiation of CSCs based on key characteristics: regarding CSC design and implementation options. Concrete examples from countries across the globe are provided to 1. Scope of service delivery offer a bird’s eye view of the many existing possibilities. 2. Organizations involved and their level of integration 3. Channels of service delivery As noted in part 1, the CSC design depends on the context 4. Single or multiple windows in which it operates—there is no one-size-fits-all scheme. 5. Financing model and organizational form CSCs are best designed with an informed knowledge of the 6. Homogeneity or diversity across CSCs political economic context (see box 1) as well as the needs 7. Location, number, and accessibility and capacities of the citizens. The design of a CSC also 8. Providing services by target group, life event, or category depends on its primary objective: to increase the efficiency of service of service delivery, to decrease corruption, or both? This informs design priorities. The present guide thus raises key questions to consider when designing CSCs rather than pre- scribing one model.10 Design issue 1: Scope of service delivery Observations Key questions to consider A citizen service center can range from a simple information kiosk How much authority do the participating departments/ministries that provides guidance and advice on various topics to the main and service providers delegate to the frontline agents in the CSC? point of interaction between citizens and the state administration For which services will the CSC only distribute information? with the ability to carry out complete transactions. For which services will the CSC carry out limited transactions (e.g., distribute and receive forms and documents for various services)? For which services will the CSC be empowered to carry out complete transactions (e.g., support the dissemination of information and the distribution, receipt, and return of documents related to a given service)? Will different access channels provide varying depths of service delivery? How willing are respective service providers to further devolve services, resources, staff, and functions to the CSC? 10. For brevity’s sake, the examples presented in this section are limited to essential information and key facts regarding one-stop shop models. Several country cases have been captured in greater depth by other authors. Please feel free to contact the team to request additional documentation: sagarwal2@worldbank.org 8 Citizen Service Centers Pathways Toward Improved Public Service Delivery Example 1.1. Cambodia: Ministries delegate service delivery to one-window single offices Some services previously provided by provincial line departments were deconcentrated to Cambodia’s one-window single offices. Some participating ministries delegated preselected services to kick-start the process; others conducted a functional mapping process to decide which services to delegate. Some ministries, including the Ministry of the Interior and Ministry of Public Works and Transport, focused on deconcentrating services that were in high demand (World Bank 2013a). Example 1.2. Laos: Depth of service delivery varies among one-door service centers The one-door service centers in Laos provide varying levels of services depending on the department in charge. Full service for requests such as issuing birth and marriage certificates can usually be provided, but only partial service delivery is pos- sible in some instances, mainly because provincial-level coordination is required, such as for taxes and business licensing (Onxayvieng et al. 2015). Design issue 2: Organizations involved and their level of integration Observations Key questions to consider The more services a citizen service center can provide, the more How many departments/ministries will provide their services cost-effective it is for citizens to access. Interagency coordination through the CSC? is crucial. By integrating systems, such as shared databases, Do the participating departments/ministries have integrated citizens only have to enter their personal information once, systems, such as shared databases? speeding up processes. A more in-depth integration of service delivery may require business process reengineering, which can Will public and private service providers be blended at the CSC? improve back-office workflow. Furthermore, co-locating public and private services at a CSC can make it more attractive and increase How will the services provided at the CSC be selected? user flow. Who will provide coordination functions for the CSC? Who will staff and oversee the CSCs? Will staff at the centers be civil servants, private contractors, or both? Example 2.1. Albania: A process is established for selecting which public services should be provided at the one-stop shops Prior to launching its network of one-stop shops, Albania carried out a wide-ranging inventory of its public services: a total 1,400 services provided by 134 central government agencies were classified and coded. Based on an analysis of the services most fre- quently requested by citizens, 400 summary information sheets were created for 400 public services that synthesized essential data on service processes, timeframes, required documents etc. Standardized forms were then created for 115 services from 15 institutions and introduced at the integrated service delivery agencies (ADISA Albania 2017; Republic of Albania 2016). Example 2.2. Kazakhstan: Coordination role shifts from ministries to separate CSC oversight entity Initially, the key actors coordinating one-stop shops in Kazakhstan were the Ministry of Justice and the Information and Communication Agency. In 2011, the coordinating function was reassigned to the Ministry for Transport and Communications, with the technological support of the National Informational Technologies Joint Stock Company.11 With an increasing number of public services provided through the one-stop shops and the model’s growth from four pilots to over 800 offices across all levels of government, a dedicated state enterprise—the Center for Coordination of the One Stop Shops—was established to coordinate and monitor the day-to-day activities of one-stop shops (International Labour Office 2016; Janenova and Kim 2016). 11. http://www.nitec.kz/index.php/en/pages/test 9 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 Design issue 3: Channels of service delivery Observations Key questions to consider Citizen service centers can provide services through a variety of Which types of channels best fit the needs of citizens? channels. In recent years, the use of digital channels has greatly How much of a role will digital access channels play in the CSC? increased, with many countries implementing one-stop service portals online or beginning to deliver services through smartphone When designing a multichannel approach, how will access to applications. services be guaranteed to vulnerable populations? Figure 1 provides an overview of common channels used by citizen service centers to provide services to citizens. The chan- nels can be combined in a multitude of ways, for example, in the form of a physical CSC with computers providing access to a website, or in the form of a central website that is linked to digital applications for specific target groups. Kiosks are easily accessible computer stations that provide access to digital portals. Figure 1. Possible channels enabling access to CSC services. Channels (can be combined) Physical Digital Stationary Kiosk Mobile Call Website CSC CSC center or app By service By target group Example 3.1. Azerbaijan: Mobile teams deliver services to remote populations Azerbaijan’s ASAN Centers equipped themselves with a fleet of vehicles that have all the necessary technologies to provide services to citizens who do not live in cities with ASAN Centers. Specifically, the Mobile ASAN Service has at its disposal large buses equipped with solar energy batteries that produce energy for devices when the bus stops; an ATM to provide banking services; laptop computers and printers; electronic queuing machines; high speed satellite Internet; IP phones and an ID print- ing machine. As a result, between May 2013 and January 2015, public services were provided to more than 135,000 citizens in 46 locations covering almost all the regions of Azerbaijan. (Vision 2015). Example 3.2. Singapore: Citizens Connect brings e-services closer to citizens In Singapore, citizens without access to computers or the Internet can access 1,700 online public services through one of the 27 strategically located “Citizen Connect” centers—e-kiosks offering free Internet access with trained staff available to help citizens and residents access the one-stop eCitizen portal and conduct online transactions with government agencies. In 2015, an estimated 120,000 Singaporeans used the e-kiosks (Young 2016). 10 Citizen Service Centers Pathways Toward Improved Public Service Delivery Design issue 4: Single or multiple windows Observations Key questions to consider The difference between single and multiple windows from the To what extent will staff dealing with the public be able to answer perspective of the citizen is that they will either engage with a variety of requests? one person who can fulfill all of their requests or with multiple For single-window CSCs, how will the participating departments representatives at various specialized counters at the citizen or ministries coordinate back-end processes? service center. The choice between single and multiple windows partly depends on the degree to which the participating departments, ministries, and service providers are willing to delegate their authority to the CSC (see design issue 2), ranging from limited authority, where individual service providers and departments are only responsible for the services associated to their specialized mandate, to institutional authority, where mandates are combined into a single authority responsible for all service requests at the CSC. Example 4.1. Greece: KEP takes a single-window approach The citizen service centers in Greece—known as KEP—follow a single-window model. Citizens can submit all of their requests concerning 420 different administrative processes to a single staff member who then completes an electronic application form for each request on the citizen’s behalf and dispatches it to the responsible authority, where it is officially stamped and processed before being returned to the KEP and then ultimately back to the citizen.12 Example 4.2. Tajikistan: District officials gather to bring services closer to citizens In the Ghonchi district in northern Tajikistan, department heads of local government services gather in a single government building service hall every Saturday morning to provide speedy and convenient services for the local population by uniting their respective “windows” at one physical location (UN Women 2012). Design issue 5: Financing model and organizational form Observations Key questions to consider Citizen service centers can be financed through rent and/or Which funding strategy will the CSC pursue? fees from participating organizations, user fees, private-public Which organizational form will the CSC take? partnership arrangements, or dedicated governmental funding. Furthermore, CSCs can take on a variety of organizational forms, such as deconcentrated units of departments/ministries, state-owned enterprises, and private service providers. A CSC’s organizational form will influence its funding model. 12. See the municipality of Heraklion website at https://www.heraklion.gr/en/citizen/kep//kep.html. 11 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 Example 5.1. Liberia: CSC’s increase revenue generation at the county level In 2015, Liberia started to roll out one-stop shops at the county level as part of its Decentralization Support Program. While services such as birth certificates, psychosocial support, and employment-related assistance are offered free of charge, other services, such as issuing permits and licenses, generated revenue exceeding 4 million Liberian dollars during the initial 12 months of operation (July 1, 2015–June 30, 2016) of Buchannan, Grand Bassa County’s first county service center (Bropleh 2016).13 Example 5.2. Bangladesh: Union information and service centers’ differentiated charging model Bangladesh’s Union information and service centers (UISC) are located on the premises of the Union Parishad (lowest tier of local government) office and run through a public-private partnership model. Government services such as issuing citizenship and birth certificates are provided free of charge. Information services related to agriculture, health, and education, among others, are provided at a low, subsidized cost. Commercial services, such as banking, insurance, printing, and photocopying are offered at commercial rates (LOGIN Asia. n.d.: 6). Design issue 6: Homogeneity or diversity across CSCs Observations Key questions to consider While some citizen service center models involve uniform Are the needs of citizens uniformly spread across the territory to implementation of one-stop shops at the national, regional, be covered by the CSC model? provincial, municipal, and intracity level, other models allow for What core services are needed across the board, and what variation across offices. services could be provided on a demand-driven basis? Example 6.1. Cyprus: Uniform and homogeneous service delivery is guaranteed In Cyprus, uniform and homogeneous service delivery is guaranteed across all CSCs because the centers each have access to the same information technology systems as their “mother organizations” (European Commission 2008). Example 6.2. Brazil: Sizes of CSCs differ in the State of Bahia The citizen assistance service centers (SACs) in the State of Bahia, Brazil, developed into a variety of sizes. In 2001, three large SACs, located in Salvador, Bahia’s capital city, each housed more than 20 government agencies. Fifteen medium-sized SACs hosted between eight and 20 government agencies, and five smaller SACs hosted fewer than eight agencies each (Centre for Public Impact 2016; Majeed 2014).14 Example 6.3. Cambodia: Differentiated service provision depends on district characteristics The functions provided by the one-window service offices across Cambodia’s provinces are not always the same. While all do provide a core set of functions, delegated services are selected to meet the specific requirements of citizens and depend on a district’s rural/urban, educational, tourism, economic, and agricultural profile. For instance, demand for licenses for the transportation of animals is likely to be higher in rural areas. And some legal services are less frequently requested in districts with fewer educational institutions (World Bank 2013a). 13. See also the UNDP in Liberia website at http:/ /www.lr.undp.org/content/liberia/en/home/ourwork/democraticgovernance/successstories/Servicecenter.html. 14. See also “Citizen Service Centers in Bahia, Brazil” at http://unpan1.un.org/intradoc/groups/public/documents/other/unpan022348.pdf. 12 Citizen Service Centers Pathways Toward Improved Public Service Delivery Design issue 7: Location, number, and accessibility Observations Key questions to consider Location options for citizen service centers include government Could CSCs benefit from being integrated into existing public or offices, post offices, and office space in shopping malls private infrastructure? (particularly in large urban centers), among others. Which location will be most practical and best guarantee the The number and spread of CSCs varies across countries. Some easiest access to services for citizens? have one per municipality; others have one per county or province How many CSCs will be established, and how will they be and several in the most populous areas of the country. geographically spread to allow citizens the easiest access to services? Example 7.1. Costa Rica: Postal service infrastructure being used for one-stop shops In Costa Rica, one-stop shops (ventanillas electrónicas de servicios) are located within physical post offices and use the existing infrastructure of the country’s postal service.15 As of 2017, there were 25 such one-stop shops across the country.16 Example 7.2. Finland: Municipal CSC is situated at a shopping center by a metro station Finland’s second-largest city, Espoo, introduced a CSC at the Iso Omena shopping center of the Matinkylä urban area, located just above a significant transportation hub. The CSC provides citizens with access to the municipal library, Kela (Finland’s social insurance institution), a health center, a child health clinic, youth services, the city’s municipal services unit and labora- tory and radiology services provided by the Hospital District of Helsinki and Uusimaa.17 Example 7.3. Czech Republic and Portugal: Mixed access points Czech Republic’s more than 2,500 one-stop-shops (called “Czech POINTs”) operate out of municipal and regional offices, post offices, and abroad—mostly in embassies or at Czech centers.18 Portugal’s “citizen spaces” (espaços do cidadão)—i.e., digi- tal access points that complement the larger “citizen shops” (lojas do cidadão)—are located in town halls and in the post offices of small cities, with a minimum of two public access points per city, providing access to services such as the citizenship card, civil registration certificates, social security and the tax services, health care, and numerous other documents and registrations required by citizens (European Commission 2008). Design issue 8: Providing services by target group, life event, or category of service Observations Key questions to consider To facilitate citizens’ understanding of and access to public Who are likely to be the CSC’s main clients? services, citizen service centers can consider categorizing How can information and access to services be presented in a way services by target group or life event rather than by which that is most user-friendly? department/ministry offers them, an approach that does not necessarily resonate with users. Which frequently provided services can be streamlined? 15. See the Open Government Partnership country profile for Costa Rica at https:/ /www.opengovpartnership.org/country/costa-rica/commitment/expansion-services-one- stop-shops. 16. See the Costa Rican Postal Service website at https://www.correos.go.cr/servicios/tramicorreos/ves.html. 17. See the Espoo Innovation Garden website at http:/ /www.espooinnovationgarden.fi/en/espoo-innovation-garden/stories/one-of-a-kind-in-the-world-a-citizen-service-cen- tre-within-a-metro-station/. 18. See the Ministry of the Interior of the Czech Republic website at http://www.mvcr.cz/mvcren/article/reduction-of-administrative-burden-and-simplification.aspx?q=Y2hud- W09NA%3D%3D. 13 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 Example 8.1. Australia: A service delivery approach that focuses on specific targets groups and delivers a range of payments and services to citizens during times of major change The Australian government’s department of human services helps citizens find the online services that apply to their sit- uations, depending on the targeted category with which they identify, such as families, separated parents, job seekers, older Australians, people with disabilities, students and train- ees, migrants, refugees, and visitors, carers, rural and remote Australians, or indigenous Australians. Within those catego- Source: https://www.humanservices.gov.au. ries, information is partly organized by life events, such as having a baby under the family category and leaving school under the students and trainees category. Example 8.2. France. Procedures related to the life events of citizens are analyzed, prioritized, and simplified In 2008, France’s General Secretariat for the Modernization of Public Action (SGMAP) launched a quantitative sur- vey of 3,000 individuals; 1,000 busi- nesses; 800 local authorities; and 800 associations to identify the processes around life events that most needed to be simplified for citizens. The degree of complexity perceived by users for various life events was measured, and this “complexity indicator” was then multiplied by the number of French citizens affected by such a life event over the two years prior to the survey. Procedures surrounding the selected life events, such as the death of a close rel- ative, setting up a business, and running an association, were then streamlined Source: SGMAP. n.d. and optimized to reduce dissatisfaction and foster excellence in public service delivery (SGMAP n.d.). 14 Citizen Service Centers Pathways Toward Improved Public Service Delivery Conclusion References and Resources Countries around the world are establishing new and improv- ADISA Albania. 2017. “Modernization of Public Services ADISA.” ing existing citizen service centers to better serve their cit- https://issuu.com/adisaalbania/docs/modernization_of_public_ izens. The availability and spread of digital technologies has services_ad. created the potential for new channels through which citi- Baig, Aamer et al. 2014. “Putting Citizens First: How to Improve zens can access information and services. Governments must Citizens’ Experience and Satisfaction with Government Services.” strive to serve all citizens, hence digital channels need not McKinsey Center for Government. http://www.mckinsey.com/~/ necessarily fully replace physical centers; instead, they can media/mckinsey/industries/public%20sector/our%20insights/ serve as parts of a multichannel system. In addition to pro- how%20us%20state%20governments%20can%20improve%20 viding additional channels for state-citizen interaction, tech- customer%20service/putting%20citizens%20first%20how%20 nology has influenced the expectations of citizens, who are to%20improve%20citizens%20experience%20and%20satisfac- becoming increasingly accustomed to accessing information tion%20with%20government%20services.ashx. quickly, having personalized information presented to them, and providing feedback and interacting with service providers. 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By pdf/Bussell-EGovernance_and_Corruption_in_the_States.pdf. providing an overview of key elements to consider for CSCs based on these new developments, the design guide can serve Centre for Public Impact. 2016. “Bahia’s One-stop Shops: Customer- as a tool for governments and development partners seeking centered Public Services.” Centre for Public Impact. https://www. to establish new or improve existing CSCs. centreforpublicimpact.org/case-study/a-higher-standard-of-ser- vice-bahias-one-stop-shops/. Dudley, Emma et al. 2015. “Implementing a Citizen-Centric Approach to Delivering Government Services.” McKinsey and Company Public Sector. http://www.mckinsey.com/industries/public-sector/ our-insights/implementing-a-citizen-centric-approach-to-deliver- ing-government-services. 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Young, Charissa. 2016. “More Govt E-services for S’poreans, Platform org/handle/10986/23752. to Help Firms Share Data.” Straits Times, April 12. http://www.strait- stimes.com/singapore/more-govt-e-services-for-sporeans-plat- form-to-help-firms-share-data. Acknowledgements This note is part of an effort to deepen the understanding of the relationship between citizen service centers and human rights by a team led by Sanjay Agarwal and comprising Hélène Pfeil, Berenike Schott, Kimberly Johns, and Saki Kumagai at the World Bank. The document’s principal authors were Hélène Pfeil and Berenike Schott, with valuable contributions from Sanjay Agarwal. The core team benefited from valuable inputs, comments, and guidance from Nina Bhatt, Alfredo Gonzalez-Briseno, Alberto Leyton, and Yasuhiko Matsuda. The authors would also like to thank Laura Johnson for her excellent editorial support. Finally, the authors are grateful to the Nordic Trust Fund (NTF) for supporting the activities under this initiative. The findings, interpretations, and conclusions expressed in this report are entirely those of the authors and should not be attributed in any manner to the World Bank, to its affiliated organizations, or to members of its Board of Executive Directors or the countries they represent. 17 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 Annex. Examples of Citizen Service Centers across the Globe The following table provides an overview of examples of citizen service centers across the globe, in addition to those men- tioned in the text. The list is not exhaustive. Country Name of CSC More Information (Websites, Videos, Mentions) Afghanistan Citizen service center; citizen information center; Mazar-e- Promotional video Sharif customer service center Albania One stop shops (municipal); public service mall (national); Online portal e-Albania online portal e-Albania Angola Serviço Integrado de Atendimento ao Cidadão (SIAC) Website (integrated citizen service centers); government portal project Promotional video SIAC Online government portal Armenia Citizen offices (Borgerboros) Overview of GIZ program related to citizen offices Overview of SDC program related to citizen offices Australia Centerlink Centerlink website New South Wales: Service NSW Service NSW website Austria Bürgerservicestelle (citizen service point) Information about citizen service points by Österreichischer Städtebund Azerbaijan ASAN Xidmet (easy service) Website Mobile CSC for the State Service for the Registration of Real Estate (SSRRE) Bahrain Multiple channels for service delivery: Website • eGovernment portal • National contact center (telephone line) • eKiosks and eService centers • eGovernment app store/mobile applications Bangladesh District e-service centers (DESC) and union (the lowest tier of Promotional video local government institutions) information and services centers (UISC) Bhutan Community centers + Zhung Ley Meseer Zhabtog (citizen Website services portal) Bosnia and Citizens service centers Overview of DAI project related to CSCs Herzegovina Overview of Chemonics project related to CSCs 2007 Comprehensive USAID Completion Report on the Governance Accountability Project, which included setting-up CSCs Brazil Citizen assistance service centers; integrated citizen assistance 2013 Case study by Princeton University on Bahia’s one-stop units (unidades de atendimento integrado, or UAI) in the shops province of Minas Gerais 2015 case study on citizen service centers and the Poupatempo Reform Brief analysis of Bahia’s one-stop shops Presentation by secretary of management on e-governance and one-stop shops Burundi Guichets uniques provinciaux Information by UNDP News piece by UNDP about the launch of the centers Cabo Verde Casa do Cidadão (citizens’ house) Website (continued) 18 Citizen Service Centers Pathways Toward Improved Public Service Delivery Country Name of CSC More Information (Websites, Videos, Mentions) Cambodia One window service office Website Canada Service Canada; citizen service centers Service Canada website Chile ChileAtiende (serving Chile) Website China Citizen service center; public service center; government affairs Overview of project by SKL International service centers (zhengwu fuwu zhongxin) 2014 case-study of GASC in Pu’er 2010 case-study of impact of Internet use in CSCs in Chengdu Colombia SuperCADE (Bogota); De Una (Virgen y Turistica) SuperCADE Website Red Cade Website Costa Rica One-stop shops (ventanillas electrónicas de servicios) Promotional video Croatia Hitro.hr Website Cyprus Citizen service center European Commission information about one-stop shops in Cyprus Czech Republic Czech Point Website Denmark Citizen service center International citizen service website International citizen service 2007 case study “Municipal Citizen Service Centres and the Danish Structural Reform” 2011 Case study: “Keeping the Lights On: Citizen Service Centers in Municipal Amalgamations” Dominican Ventanillas Únicas sectoriales (sectoral single windows); 2012 Open Government Partnership DR implementation review Republic Portal de Servicios del Estado for investments mention Ecuador Centro de Atención Ciudadana Information about Latacunga’s citizen service center Egypt Citizen service center 2009 USAID report on decentralization project, including information about CSCs News piece about CSC in Alexandria Finland Citizen service points (Asiointipiste); Online portal (Suomi.fi) Website Georgia Public service hall Website Germany Citizens‘ office (Bürgeramt); Mobile Bürgerämter Website on Bürgerämter in Berlin Article about mobile citizen service centers in Berlin Ghana One-stop service centers Website Greece KEP (citizen service centers) Website Website for Athens Hungary Government windows 2013 Case study on one-stop shops 2012 Analysis of one-stop government reform India Common service center; citizen service centers; Nemmadi Website of common service centers centers (in rural Karnataka) Overview of Nemmadi centers Iraq One-stop shop service center; one-stop shop for business USAID information about one-stop shops registration Video and information about USAID’s Tarabot program Italy Linea amica Website Jordan National contact center, one-stop shop at customs and income Website tax department, e-government E-government website Kazakhstan Single window center; one-stop shop 2016 government communication on one-stop shops (continued) 19 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 Country Name of CSC More Information (Websites, Videos, Mentions) Kenya Citizen service centers; Huduma Centers Website Kosovo Citizen service center and the civil registration office; one-stop Swiss research report on establishment of one-stop shop in a shops municipality Kyrgyzstan Citizen service center 2014 USAID final report on Kyrgyz Republic Transition Initiative Laos One-door service center Overview by local administration department 2015 case study “Public Service Improvement: A case study of One Door Service in Lao People Democratic Republic” 2011 report on implementation of one-door service centers Latvia One-stop administrative service center Website Lesotho One-stop shop UNICEF article and video about one-stop shops in rural communities Liberia County service centers 2015 article by UNDP on opening of first county service center 2015 Article by UNDP on first three months at county service center Lithuania OneContact Website Luxembourg Bureau d’assistance de l’etat (one-stop shop citizen centers) Website Macau Centro de prestação de serviços ao publico Website Macedonia Municipal service centers 2013 case study: “Analysis of Introducing One Stop Shop Administrative Services: A Case Study of the Republic of Macedonia” Overview of project by government of Macedonia and UNDP on municipal service delivery Malta One-stop shop for citizens/Servizz Website Moldova Municipal service centers; citizen information and service Website centers Mongolia One-stop shop for citizens; businesses Website Promotional video by ILO Informative promotional video documentary by Swiss Agency for Development and Cooperation Montenegro Citizens bureau; one-step office 2011 VNG Report identifying results and best practices related to citizen bureaus in Montenegro Morocco Online administrative services; service-public.ma General website Website to request administrative documents Mozambique One-stop shop 2009 African Development Bank article on one-stop shops Myanmar One-stop shop 2015 UNDP report on study visit Netherlands Government service center; public service counter Presented in 2000 report “Review of International One-stop Access Initiatives” Oman Website Pakistan Citizen facilitation center Works in combination with online portal Portugal Lojas do cidadão (citizen shops) Website Russia One-stop shop; multifunctional service center; integrated Website of Rosreestr (federal service for state registration, government service centers; Rosreestr (federal service for state cadastre, and cartography) registration, cadastre, and cartography) (continued) 20 Citizen Service Centers Pathways Toward Improved Public Service Delivery Country Name of CSC More Information (Websites, Videos, Mentions) Rwanda Online service access points; Rwanda Online platform initiative 2014 article about launch of implementation of online platform 2015 news article about trainings on online platform Serbia Citizen assistance center; municipal service center Overview of DAI work on USAID project that included developing citizen assistance centers 2011 communication by the government, mentioning municipal service centers Singapore e-Citizen platform e-citizen website Citizen Connect Citizen connect website Slovakia Client centers (klientske centrum) 2016 news article mention Sweden Municipal contact centers (kommunala kontaktcenter) 2014 case study “Local e-Government in Sweden—Municipal Contact Centre Implementation with Focus on Public Administrators and Citizens” Syria Citizen service center Website Tajikistan One-stop shop 2012 news piece by UN Women on opening of first one-stop shop Thailand One-stop service center 2015 news article on one-stop service centers Trinidad and ttconnect service centers Website Tobago Tunisia Municipal service centers; one-stop-shops + national e-portal Website United Kingdom Customer service centres; one-stop access shops Presented in 2000 Report “Review of International One-stop Access Initiatives” Ukraine Centers for administrative service provision 2015 news piece by UNDP 2015 news piece by UNDP summarizing analysis of centers for administrative service Uruguay One-stop shop Website Uzbekistan One-stop shop Website Vietnam One-stop shop 2013 PAR Reform program mentions “expanding the deployment of One-Stop-Shop and Inter-agency One-Stop- Shop towards modernization” as part of the 2011–20 PAR Strategy West Bank Gaza Citizen service center Promotional video