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

Countries across the globe are establishing new and improving existing citizen service centers (CSCs) to better serve their citizens. This note provides an overview of recent developmentsimpacting CSC operations as well as a CSC design guide meant...

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Main Authors:	Pfeil, Helene, Schott, Berenike, Agarwal, Sanjay
Format:	Brief
Language:	English en_US
Published:	World Bank, Washington, DC 2017
Subjects:	SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT CITIZEN ENGAGEMENT
Online Access:	http://documents.worldbank.org/curated/en/108371498753288065/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 http://hdl.handle.net/10986/27485

id	okr-10986-27485
recordtype	oai_dc
spelling	okr-10986-274852021-05-25T10:54:41Z 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 Pfeil, Helene Schott, Berenike Agarwal, Sanjay SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT CITIZEN ENGAGEMENT Countries across the globe are establishing new and improving existing citizen service centers (CSCs) to better serve their citizens. This note provides an overview of recent developmentsimpacting CSC operations as well as a CSC design guide meant to summarize essential issues that managers looking to establish CSCs may wish to consider. Part 1 lays out how four key themes—access, personalization, speed, and interaction—have shaped the latest innovations in citizenservice center design. These themes are linked to the increasing availability and spread of new technologies, which open new channels for governments to provide information and services to their citizens, and expand the potential for multichannel approaches. Based on these trends, part 2presents a CSC design guide which provides an overview of eight key issues to take into account when designing or reforming a CSC: (1) channels of service delivery; (2) depth of service delivery; (3) financing models; (4) organizations involved and breadth of services provided; (5) single or multiple windows; (6) homogeneity/diversity across CSCs; (7) location; and (8) if services are provided by target group, life event or category of service. 2017-06-30T14:55:03Z 2017-06-30T14:55:03Z 2017-06 Brief http://documents.worldbank.org/curated/en/108371498753288065/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 http://hdl.handle.net/10986/27485 English en_US Citizen Service Centers;No. 1 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Publications & Research Publications & Research :: Brief
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 CITIZEN ENGAGEMENT
spellingShingle	SERVICE DELIVERY MUNICIPAL SERVICES LOCAL GOVERNMENT CITIZEN ENGAGEMENT Pfeil, Helene Schott, Berenike Agarwal, Sanjay 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
relation	Citizen Service Centers;No. 1
description	Countries across the globe are establishing new and improving existing citizen service centers (CSCs) to better serve their citizens. This note provides an overview of recent developmentsimpacting CSC operations as well as a CSC design guide meant to summarize essential issues that managers looking to establish CSCs may wish to consider. Part 1 lays out how four key themes—access, personalization, speed, and interaction—have shaped the latest innovations in citizenservice center design. These themes are linked to the increasing availability and spread of new technologies, which open new channels for governments to provide information and services to their citizens, and expand the potential for multichannel approaches. Based on these trends, part 2presents a CSC design guide which provides an overview of eight key issues to take into account when designing or reforming a CSC: (1) channels of service delivery; (2) depth of service delivery; (3) financing models; (4) organizations involved and breadth of services provided; (5) single or multiple windows; (6) homogeneity/diversity across CSCs; (7) location; and (8) if services are provided by target group, life event or category of service.
format	Brief
author	Pfeil, Helene Schott, Berenike Agarwal, Sanjay
author_facet	Pfeil, Helene Schott, Berenike Agarwal, Sanjay
author_sort	Pfeil, Helene
title	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
title_short	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
title_full	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
title_fullStr	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
title_full_unstemmed	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
title_sort	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
publisher	World Bank, Washington, DC
publishDate	2017
url	http://documents.worldbank.org/curated/en/108371498753288065/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 http://hdl.handle.net/10986/27485
_version_	1764464845270286336

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

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