The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level

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 fo...

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Main Authors:	Pfeil, Helene, Agarwal, Sanjay, Schott, Berenike Laura, Johns, Kimberly D.
Format:	Brief
Language:	English en_US
Published:	World Bank, Washington, DC 2017
Subjects:	SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT HUMAN RIGHTS CITIZEN ENGAGEMENT
Online Access:	http://documents.worldbank.org/curated/en/210201498765213377/The-city-of-Pancevo-s-citizen-service-center-Serbia-streamlining-service-delivery-and-fostering-inclusion-at-the-municipal-level http://hdl.handle.net/10986/27483

id	okr-10986-27483
recordtype	oai_dc
spelling	okr-10986-274832021-05-25T10:54:41Z The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level Pfeil, Helene Agarwal, Sanjay Schott, Berenike Laura Johns, Kimberly D. SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT HUMAN RIGHTS CITIZEN ENGAGEMENT 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. 2017-06-30T14:55:01Z 2017-06-30T14:55:01Z 2017-06 Brief http://documents.worldbank.org/curated/en/210201498765213377/The-city-of-Pancevo-s-citizen-service-center-Serbia-streamlining-service-delivery-and-fostering-inclusion-at-the-municipal-level http://hdl.handle.net/10986/27483 English en_US Citizen Service Centers;No. 2 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Publications & Research Publications & Research :: Brief Europe and Central Asia Serbia
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	English en_US
topic	SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT HUMAN RIGHTS CITIZEN ENGAGEMENT
spellingShingle	SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT HUMAN RIGHTS CITIZEN ENGAGEMENT Pfeil, Helene Agarwal, Sanjay Schott, Berenike Laura Johns, Kimberly D. The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
geographic_facet	Europe and Central Asia Serbia
relation	Citizen Service Centers;No. 2
description	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.
format	Brief
author	Pfeil, Helene Agarwal, Sanjay Schott, Berenike Laura Johns, Kimberly D.
author_facet	Pfeil, Helene Agarwal, Sanjay Schott, Berenike Laura Johns, Kimberly D.
author_sort	Pfeil, Helene
title	The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
title_short	The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
title_full	The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
title_fullStr	The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
title_full_unstemmed	The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level
title_sort	city of pancevo’s citizen service center, serbia : streamlining service delivery and fostering inclusion at the municipal level
publisher	World Bank, Washington, DC
publishDate	2017
url	http://documents.worldbank.org/curated/en/210201498765213377/The-city-of-Pancevo-s-citizen-service-center-Serbia-streamlining-service-delivery-and-fostering-inclusion-at-the-municipal-level http://hdl.handle.net/10986/27483
_version_	1764465014808248320

The City of Pancevo’s Citizen Service Center, Serbia : Streamlining Service Delivery and Fostering Inclusion at the Municipal Level

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