User:RPIRED/One stop shop
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A one-stop shop, in public administration, is a government office where multiple services are offered, allowing customers to access these services in a centralized location rather than in different places.
The term originated in the United States in the late 1920s or early 1930s[1] to describe a business model offering customers the convenience of having multiple needs met in one location, as with department stores.
The phrase is now used as slang to describe everything from Web sites to TV shows where people can find most of what they need, including information, in one place.
Public administration
One-stop shops are an element of New Public Management with a focus on improving the delivery of government services to citizens. Drawing on observed successes in the private sector's model for delivering consumer-centric service to enhance customer satisfaction, government entities employ this model using the one-stop shop to help give citizens the feeling that they are able to easily access necessary services.
In many cases, one-stop shops enhance citizen access by making it easier for people to obtain similar or related services that may not be perfectly aligned in focus or in governmental approach, but may frequently be used together. For instance, in Norway, municipalities are responsible for delivering welfare benefits, while the national government handles pensions and unemployment benefits.[2] Rather than force unemployed persons to visit two different offices in different buildings operated by different government entities to secure the full range of their entitlements, the one-stop shop enables them to save time and effort.
The concept is not without friction. In one-stop locations that combine services from different government levels, smaller government tiers can
In Canada, one-stop shops like Service Canada at the federal level and ServiceOntario at the provincial level consolidate [3]
Brazil's Poupatempo (Sametime) [4]
Local authorities in the United Kingdom use the term to describe the facility they offer for their residents to discuss and arrange services with officers of the authority. They are promoted on the idea that they provide a single point of contact but they are also designed from a security point of view to restrict public access to the town (city, etc.) hall. A one-stop shop for workforce development may offer job training, housing assistance, and other services. The offices are similar to Jobcentres in the UK, providing an easy way to get government and council advice.[5] In Australia, the Centrelink agency is a very similar model.
Stephen Goldsmith, a former mayor of Indianapolis, Indiana, has advocated for replacing one-stop shops with "no-stop shops," which would provide service to citizens proactively based upon simpler, centralized data input allowing government to anticipate an individual citizen or household's needs. This model diminishes or eliminates the need for citizens to seek out government services, instead bringing those services to them when they are most likely to need specific things.
Bibliography
- Blackburn, Greg. "One-stop shopping for government services: Strengths and weaknesses of the service Tasmania experience." International Journal of Public Administration 39, no. 5 (2016): 359-369.[6]
- Fredriksson, Anders. "One Stop Shops for Public Services: Evidence from Citizen Service Centers in Brazil." Journal of Policy Analysis and Management 39, no. 4 (2020): 1133-1165.[4]
- Lagreid, Per, and Lise H. Rykkja. 2015. "Organizing for "wicked problems" - analyzing coordination arrangements in two policy areas." The International Journal of Public Sector Management 28 (6): 475-493.[2]
- Lambrou, Maria A. "Advancing the one-stop shop e-government paradigm." In IEMC'03 Proceedings. Managing Technologically Driven Organizations: The Human Side of Innovation and Change, pp. 489-493. IEEE, 2003.[7]
- OECD (2020), One-Stop Shops for Citizens and Business, OECD Best Practice Principles for Regulatory Policy, OECD Publishing, Paris, https://doi.org/10.1787/b0b0924e-en.[8]
- Scholta, Hendrik, Willem Mertens, Marek Kowalkiewicz, and Jörg Becker. "From one-stop shop to no-stop shop: An e-government stage model." Government Information Quarterly 36, no. 1 (2019): 11-26.[9]
References
- ^ The phrase finder: One stop shop
- ^ a b Lagreid, Per; Rykkja, Lise H. (2015-01-01). "Organizing for "wicked problems" – analyzing coordination arrangements in two policy areas: Internal security and the welfare administration". International Journal of Public Sector Management. 28 (6): 475–493. doi:10.1108/IJPSM-01-2015-0009. ISSN 0951-3558.
- ^ PricewaterhouseCoopers (February 2012). "Transforming the citizen experience: One Stop Shop for public services" (PDF).
{{cite web}}: CS1 maint: url-status (link) - ^ a b Fredriksson, Anders (2020). "One Stop Shops for Public Services: Evidence from Citizen Service Centers in Brazil". Journal of Policy Analysis and Management. 39 (4): 1133–1165. doi:10.1002/pam.22255. ISSN 0276-8739.
- ^ Minas, Renate (2014-04-04). "One-stop shops: Increasing employability and overcoming welfare state fragmentation?". International Journal of Social Welfare. 23: S40–S53. doi:10.1111/ijsw.12090. ISSN 1369-6866.
- ^ Blackburn, Greg (2016-04-15). "One-Stop Shopping for Government Services: Strengths and Weaknesses of the Service Tasmania Experience". International Journal of Public Administration. 39 (5): 359–369. doi:10.1080/01900692.2015.1015555. ISSN 0190-0692.
- ^ Lambrou, M.A. (2003). "Advancing the one-stop shop e-government paradigm". IEMC '03 Proceedings. Managing Technologically Driven Organizations: The Human Side of Innovation and Change: 489–493. doi:10.1109/IEMC.2003.1252321.
- ^ "One-Stop Shops for Citizens and Business". www.oecd-ilibrary.org. doi:10.1787/b0b0924e-en. Retrieved 2022-04-02.
- ^ Scholta, Hendrik; Mertens, Willem; Kowalkiewicz, Marek; Becker, Jörg (2019-01-01). "From one-stop shop to no-stop shop: An e-government stage model". Government Information Quarterly. 36 (1): 11–26. doi:10.1016/j.giq.2018.11.010. ISSN 0740-624X.
