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

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 operation...

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Main Authors:	Pfeil, Helene, Agarwal, Sanjay, Schott, Berenike
Format:	Brief
Language:	English en_US
Published:	World Bank, Washington, DC 2017
Subjects:	HUMAN RIGHTS MUNICIPAL SERVICES LOCAL GOVERNMENT SERVICE DELIVERY CITIZEN ENGAGEMENT VULNERABLE GROUPS
Online Access:	http://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 http://hdl.handle.net/10986/27484

id	okr-10986-27484
recordtype	oai_dc
spelling	okr-10986-274842021-05-26T09:05:19Z 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 Pfeil, Helene Agarwal, Sanjay Schott, Berenike HUMAN RIGHTS MUNICIPAL SERVICES LOCAL GOVERNMENT SERVICE DELIVERY CITIZEN ENGAGEMENT VULNERABLE GROUPS 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. 2017-06-30T14:55:01Z 2017-06-30T14:55:01Z 2017-06 Brief http://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 http://hdl.handle.net/10986/27484 English en_US Citizen Service Centers;No. 6 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 Eastern Europe Albania Bosnia and Herzegovina Kosovo Macedonia, former Yugoslav Republic of Montenegro Serbia North Macedonia (Formerly the Former Yugoslav Republic of Macedonia)
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	HUMAN RIGHTS MUNICIPAL SERVICES LOCAL GOVERNMENT SERVICE DELIVERY CITIZEN ENGAGEMENT VULNERABLE GROUPS
spellingShingle	HUMAN RIGHTS MUNICIPAL SERVICES LOCAL GOVERNMENT SERVICE DELIVERY CITIZEN ENGAGEMENT VULNERABLE GROUPS Pfeil, Helene Agarwal, Sanjay Schott, Berenike 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
geographic_facet	Europe and Central Asia Eastern Europe Albania Bosnia and Herzegovina Kosovo Macedonia, former Yugoslav Republic of Montenegro Serbia North Macedonia (Formerly the Former Yugoslav Republic of Macedonia)
relation	Citizen Service Centers;No. 6
description	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.
format	Brief
author	Pfeil, Helene Agarwal, Sanjay Schott, Berenike
author_facet	Pfeil, Helene Agarwal, Sanjay Schott, Berenike
author_sort	Pfeil, Helene
title	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
title_short	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
title_full	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
title_fullStr	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
title_full_unstemmed	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
title_sort	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
publisher	World Bank, Washington, DC
publishDate	2017
url	http://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 http://hdl.handle.net/10986/27484
_version_	1764465017157058560

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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