One-stop shop

Last updated

Peckham Library in London houses a physical Southwark council one-stop shop in the United Kingdom. DSCN4087.JPG
Peckham Library in London houses a physical Southwark council one-stop shop in the United Kingdom.

A one-stop shop (OSS), 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.

Contents

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 physical location, as with department stores and big-box stores, [2] which offer a wide variety of products.

The phrase is frequently used as slang to describe everything from websites to television shows and mobile apps where people can find most of what they need, including information, in a single 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. [3] Drawing on observed successes in the private sector's model for delivering consumer-centric service to enhance customer satisfaction, government entities employ this model of one-stop shop to help give citizens the feeling that they are able to easily access necessary services. [4] In turn, the ease with which citizens are able to comply with government regulations through sources like the one-stop shop encourages broader compliance with those regulations. [5]

Brazil's Poupatempo (Savetime) centers in São Paulo were first established in 1997 and have since grown not only within the state of São Paulo but throughout the entire country. [4] Serving as a model for other one-stop shops around the nation and around the world, [2] Poupatempo and other similar operations drastically cut down on time and money spent by citizens to complete tasks like the renewal of driver's licenses. [4]

A physical ServiceOntario location on Yonge Street in Richmond Hill, Ontario. ServiceOntarioRichmondHill.jpg
A physical ServiceOntario location on Yonge Street in Richmond Hill, Ontario.

The success of places like Poupatempo encouraged the model's spread. Around the same time, Australia opened the Centrelink agency using the one-stop model. [6] In Canada, one-stop shops like Service Canada at the federal level took root and inspired similar operations at the provincial level, as with ServiceOntario and Services Québec. [7] Localities in the United Kingdom now often use one-stop shops for workforce development, offering job training, housing assistance, and other services at Jobcentres while providing an easy way to get government and council advice. [8] In each case, customer service drove consolidation and streamlining of citizen services to allow governments at every level to better meet the needs of the population.

In the United States, municipalities like Baltimore, Chicago, and New York City pioneered 3-1-1 during the late 1990s and early 2000s as an early version of a virtual one-stop shop, giving citizens and visitors access to a wide variety of information from their telephone while also centralizing and simplifying the ability to report non-emergency quality of life concerns. [9] New York City's 3-1-1 service handles 30,000 calls per day with information on 6,000 government benefits and services available in 180 different languages, [7] all from a single source. The use of virtual one-stop shops like 3-1-1 is a key tenet of e-government, [10] which the United Nations Department of Economic and Social Affairs has emphasized as a method for "effective, transparent, accountable, and democratic" governance with an eye on achieving sustainable development. [11]

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. [12] 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, higher level government tiers can threaten lower tiers' ability to operate independently and make decisions separate from the higher entity with which they share space and information for the sake of citizen convenience. [12]

São Paulo's experience with Poupatempo was not uniformly positive. Although the service and its number of locations grew rapidly due to its popularity with citizens, a certain degradation in the social quality of some services has been noted. For instance, the administration of medical exams when obtaining or renewing a driver's license, which was one of the more cumbersome aspects of licensure before Poupatempo's consolidation, has shown decreasing levels of quality over time. [4]

Stephen Goldsmith, a former mayor of Indianapolis, Indiana, has advocated for governments moving beyond one-stop shops with "no-stop shops." [13] Rather than centralize services, a no-stop shop would instead centralize data about citizens, allowing governments to provide service proactively based upon what they would expect individual citizens and households to need. This model enhances e-government by diminishing or eliminating the need for citizens to seek government services, instead bringing those services to them when they are most likely to require specific things. [14]

Bibliography

See also

Related Research Articles

OSS or Oss may refer to:

Decentralization or decentralisation is the process by which the activities of an organization, particularly those regarding planning and decision-making, are distributed or delegated away from a central, authoritative location or group and given to smaller factions within it.

A health system, health care system or healthcare system is an organization of people, institutions, and resources that delivers health care services to meet the health needs of target populations.

<span class="mw-page-title-main">Social services</span> Range of public services

Social services are a range of public services intended to provide support and assistance towards particular groups, which commonly include the disadvantaged. They may be provided by individuals, private and independent organisations, or administered by a government agency. Social services are connected with the concept of welfare and the welfare state, as countries with large welfare programs often provide a wide range of social services. Social services are employed to address the wide range of needs of a society. Prior to industrialisation, the provision of social services was largely confined to private organisations and charities, with the extent of its coverage also limited. Social services are now generally regarded globally as a 'necessary function' of society and a mechanism through which governments may address societal issues.

<span class="mw-page-title-main">Public–private partnership</span> Government/private company partnership

A public–private partnership is a long-term arrangement between a government and private sector institutions. Typically, it involves private capital financing government projects and services up-front, and then drawing revenues from taxpayers and/or users for profit over the course of the PPP contract. Public–private partnerships have been implemented in multiple countries and are primarily used for infrastructure projects. Although they are not necessary, PPPs have been employed for building, equipping, operating and maintaining schools, hospitals, transport systems, and water and sewerage systems.

Red tape is an idiom referring to regulations or conformity to formal rules or standards which are claimed to be excessive, rigid or redundant, or to bureaucracy claimed to hinder or prevent action or decision-making. It is usually applied to governments, corporations, and other large organizations. Things often described as "red tape" include filling out paperwork, obtaining licenses, having multiple people or committees approve a decision and various low-level rules that make conducting one's affairs slower, more difficult, or both. Red tape has been found to hamper organizational performance and employee wellbeing across countries and contexts by a meta-analysis and meta-regression in 2021, and especially internal red tape imposed by the organization itself on its employees was identified as particularly harmful. A related concept, administrative burden, refers to the costs citizens may experience in their interaction with government even if bureaucratic regulations or procedures serve legitimate purposes.

<span class="mw-page-title-main">Universal health care</span> System that grants access to healthcare to all residents or citizens of a country or region

Universal health care is a health care system in which all residents of a particular country or region are assured access to health care. It is generally organized around providing either all residents or only those who cannot afford on their own, with either health services or the means to acquire them, with the end goal of improving health outcomes.

<span class="mw-page-title-main">Public administration</span> Implementation of government policy

Public Administration or Public Policy and Administration is the implementation of public policy, administration of government establishment, management of non-profit establishment, and also a subfield of political science taught in public policy schools that studies this implementation and prepares people, especially civil servants in administrative positions for working in the public sector, voluntary sector, some industries in the private sector dealing with government relations, regulatory affairs, legislative assistance, corporate social responsibility (CSR), environmental, social, governance (ESG), public procurement (PP), public-private partnerships (P3), and business-to-government marketing/sales (B2G) as well as those working at think tanks, non-profit organizations, consulting firms, trade associations, or in other positions that uses similar skills found in public administration.

<span class="mw-page-title-main">Online shopping</span> Form of electronic commerce

Online shopping is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser or a mobile app. Consumers find a product of interest by visiting the website of the retailer directly or by searching among alternative vendors using a shopping search engine, which displays the same product's availability and pricing at different e-retailers. As of 2020, customers can shop online using a range of different computers and devices, including desktop computers, laptops, tablet computers and smartphones.

Drop shipping is a form of retail business in which the seller accepts customer orders without keeping stock on hand. Instead, in a form of supply chain management, the seller transfers the orders and their shipment details either to the manufacturer, a wholesaler, another retailer, or a fulfillment house, which then ships the goods directly to the customer.

Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely.

New Public Management (NPM) is an approach to running public service organizations that is used in government and public service institutions and agencies, at both sub-national and national levels. The term was first introduced by academics in the UK and Australia to describe approaches that were developed during the 1980s as part of an effort to make the public service more "businesslike" and to improve its efficiency by using private sector management models.

Regulatory economics is the application of law by government or regulatory agencies for various economics-related purposes, including remedying market failure, protecting the environment and economic management.

The first idea of a digital administrative law was born in Italy in 1978 by Giovanni Duni and was developed in 1991 with the name teleadministration.

The Italian welfare state is based partly upon the corporatist-conservative model and partly upon the universal welfare model.

<span class="mw-page-title-main">Nordic model</span> Social and economic model in Nordic countries

The Nordic model comprises the economic and social policies as well as typical cultural practices common in the Nordic countries. This includes a comprehensive welfare state and multi-level collective bargaining based on the economic foundations of social corporatism, and a commitment to private ownership within a market-based mixed economy — with Norway being a partial exception due to a large number of state-owned enterprises and state ownership in publicly listed firms.

An element management system (EMS) consists of systems and applications for managing network elements (NE) on the network element-management layer (NEL) of the Telecommunications Management Network (TMN) model.

Civil service reform is a deliberate action to improve the efficiency, effectiveness, professionalism, representativity and democratic character of a civil service, with a view to promoting better delivery of public goods and services, with increased accountability. Such actions can include data gathering and analysis, organizational restructuring, improving human resource management and training, enhancing pay and benefits while assuring sustainability under overall fiscal constraints, and strengthening measures for performance management, public participation, transparency, and combating corruption.

Operations support systems (OSS), operational support systems in British usage, or Operation System (OpS) in NTT, are computer systems used by telecommunications service providers to manage their networks. They support management functions such as network inventory, service provisioning, network configuration and fault management.

Whole-of-Government Approach (“WGA”) refers to the joint activities performed by diverse ministries, public administrations and public agencies in order to provide a common solution to particular problems or issues.

References

  1. ↑ Martin, G. "'One stop shop' - the meaning and origin of this phrase". Phrasefinder. Retrieved 2022-05-08.
  2. 1 2 3 Prado, M. M.; da Matta Chasin, A. C. (2011). "How innovative was the Poupatempo experience in Brazil? Institutional bypass as a new form of institutional change" (PDF). Brazilian Political Science Review. 5 (1): 11–34.
  3. ↑ Peters, B. G. (2018). The Politics of Bureaucracy: An Introduction to Comparative Public Administration. Routledge. p. 330. ISBN   9780415743402.
  4. 1 2 3 4 5 Fredriksson, A. (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. S2CID   225285045.
  5. 1 2 OECD (2020). One-Stop Shops for Citizens and Business. doi:10.1787/b0b0924e-en. ISBN   9789264357099. S2CID   241431911 . Retrieved 2022-04-02.{{cite book}}: |website= ignored (help)
  6. 1 2 Blackburn, G. (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. S2CID   155594268.
  7. 1 2 PricewaterhouseCoopers (February 2012). "Transforming the citizen experience: One Stop Shop for public services" (PDF).
  8. 1 2 Minas, R. (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.
  9. ↑ Hartmann, S.; Mainka, A.; Stock, W. G. (2017), Paulin, A. A.; Anthopoulos, L. G.; Reddick, C. G. (eds.), "Citizen Relationship Management in Local Governments: The Potential of 311 for Public Service Delivery", Beyond Bureaucracy: Towards Sustainable Governance Informatisation, Public Administration and Information Technology, Cham: Springer International Publishing, vol. 25, pp. 337–353, doi:10.1007/978-3-319-54142-6_18, ISBN   978-3-319-54142-6 , retrieved 2022-04-07
  10. 1 2 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. pp. 489–493. doi:10.1109/IEMC.2003.1252321. ISBN   0-7803-8150-5. S2CID   70617374.
  11. ↑ "United Nations E-Government Survey 2014" (PDF). United Nations Department of Economic and Social Affairs - Public Institutions. 2014.
  12. 1 2 3 Lagreid, P.; Rykkja, L. 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.
  13. ↑ Goldsmith, S. (2019-08-13). "The Problem With One-Stop Government". Governing. Retrieved 2022-04-08.
  14. 1 2 Scholta, H.; Mertens, W.; Kowalkiewicz, M.; Becker, J. (2019). "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. S2CID   20803025.
This page is based on this Wikipedia article
Text is available under the CC BY-SA 4.0 license; additional terms may apply.
Images, videos and audio are available under their respective licenses.