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Re-inventing service delivery through one-stop shops : proceedings from an international workshop - 3 to 5 May, 2017, Singapore-Johor Bahru, Malaysia (Inglês)

On 3 to 5 May 2017, an international workshop re-inventing public service delivery took place in Singapore and Johor Bahru, Malaysia focusing on delivering services through one-stop shops (OSS). The workshop focused on citizen centric OSS, presenting examples from a wide range of contexts, including Albania, Azerbaijan, Bangladesh, Kazakhstan, Malaysia, Moldova, and Vietnam, to illustrate the diverse experiences and models. The objective of this workshop was to strengthen government capacity for the design and implementation of OSS for public services. This report summarizes the discussions, deliberations, and conclusions of a three-day international workshop focused on service delivery through OSS. This report captures highlights from the deliberations of the workshop and offers takeaways for policy makers. The key high level conclusion of the meeting was that high level political leadership, phased approach, and whole-of-government coordination during implementation are critical preconditions for successful transformation of service delivery.


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    Umarova,Aziza, Kunicova,Jana, Johns,Kimberly D.

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    Leste Asiático e Pacífico,

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  • Nome do documento

    Re-inventing service delivery through one-stop shops : proceedings from an international workshop - 3 to 5 May, 2017, Singapore-Johor Bahru, Malaysia

  • Palavras-chave

    Technology for Citizen Engagement;efficiency of service delivery;quality of service delivery;Legal and Institutional Reform;online service delivery;legal and regulatory framework;coordination across government agencies;improving service delivery;civil service rules;public service delivery;feedback from citizen;means of communication;citizen service center;public service provision;efficiency and quality;approach to innovation;public service provider;soft skills training;devolution of authority;partial cost recovery;bricks and mortar;role of innovation;cambridge university press;public sector modernization;Public Administration Reform;international research institution;civil service system;scope of service;private sector service;human resource management;international good practice;central government institution;political economy considerations;cost sharing arrangement;grievance redress mechanism;number of complaints;private sector representative;prices for service;citizen feedback;data exchange;remote area;social media;technological advancement;Transactional Services;petty corruption;global trend;financial sustainability;delivery channels;feedback mechanism;political leadership;service culture;call center;international workshop;shopping mall;government service;common feature;political commitment;bus terminal;vested interests;market orientation;positive impact;mobile teams;municipal building;performance management;long-term strategy;organization development;innovative solution;delivery model;virtual reality;reform sequencing;behavioral aspects;access channel;future trends;private company;mass media;information base;financial problem;competitive federalism;engaging citizens;support cost;employee performance;community ownership;research effort;internship program;administrative service;Single Window;dental services;accountability measure;cultural factor;mystery shopper;health issue;public official;online portal;development partner;mobile service;adaptive approach;reducing transaction;incentive scheme;shift system;reform process;management procedure;awareness campaign;communication strategy;community activity;government aid;employee salary;reporting system;organizational culture;waiting time;private contractor;work performance;open door;public-private partnership;video conferencing;brand name;id number;monitor performance;high traffic;multiple channels;abandoned buildings;attractive buildings;summary list;political agenda;information center;multiple provider;convenience stores;information provider;global phenomenon;fiscal space;movable properties;state service;live chat;bus route;payment mechanism;private information;strategic issue;social regulation;online delivery;thematic area;authorized body;national strategy;change management;construction work;remote place;community hubs;empirical evidence;legal framework;digital age;online platform;secondary legislation;staff development;community volunteer;basic requirement;administrative science;enhancing access;citizen expectations;multilateral donor;development policy;government capacity;geographical entity;business process;institutional partner;work certificate;participating country;global agenda;joint product;free access;citizen interface;evaluation framework;user feedback;personal relationship;delivering services;malaysian ringgit;public good;red tape;service access;government entity;ID Systems;unique identifier;reasonable effort;copyright holder;commercial purpose;stress management;innovative policy;



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