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East Asia: efficiency and transparency of public services thanks to One Stop Shops

OneStopShop

The One Stop Shop model is intended to improve the services offered by a public administration. The fees, procedures and timetables for permits for the opening of shops, building permits, changes in civil status, driving licences etc. are clearly defined and made public, being listed for all to see in a One Stop Shop. The model was first developed in Vietnam in 2002 and due to its great success spread to Mongolia in 2007 and to Bhutan in 2010. Financial support from the SDC amounted to USD 1.5 million over six years. The model has been extended in Vietnam to an additional 156 districts in the nine poorest provinces.

An innovative approach
The innovation is that citizens in need of various public services can address themselves to a single office. Previously they were often shunted from one office to another, when it was not clear which one had responsibility. Thanks to the new transparency the number of cases of bribery has fallen, an indication that the model is also effective in combating corruption.

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