UNDP, partners, host international workshop on Re-inventing Public Service Delivery

May 10, 2017

The UNDP Global Centre for Public Service Excellence, in partnership with the Regional Hub of Civil Service in Astana and the World Bank’s Global Knowledge & Research Hub in Malaysia organized an international workshop on Re-inventing Public Service Delivery on 3-5 May 2017. Attendees from 29 countries and 3 continents shared a wide range of perspectives, both conceptual and technical

The overarching objective of the workshop was to facilitate knowledge exchange and strengthen capacity for the design and implementation of One-Stop-Shops (OSS) for public services. Greater clarity on the drivers for success and failures can help pave the way to public sector service transformation. The workshop focused on citizen-centric OSS, presenting examples from a wide range of contexts (among others, Albania, Azerbaijan, Bangladesh, Kazakhstan, Malaysia, Moldova, and Vietnam) to illustrate the diverse experiences and models.

Over the three days, participants were treated to a series of presentations and high level panel discussions, an on-site visit to Singapore’s first integrated community and lifestyle hub that brings together multiple agencies Public Service Centre at Tampines , as well as a short trip to the neighboring state of Johor, Malaysia, to visit an Urban Transformation Centre in the city of Johor Bahru and witness an opening of a mobile Community Transformation Center in Pasir Gudang.

Deliberations covered policy frameworks, institutional design, and “do’s and don’ts” for back-end integration, front-office enhancements, and operating model design.  Various implementation considerations, including designing, constructing and implementing a new service delivery models, were also discussed.

A separate “pecha kucha”-style rapid presentation session allowed to dive into five country examples from around the world, reviewing delivery models and mechanisms. The event also featured a “gallery walk” to facilitate peer-to-peer learning, where delegates from around the world shared materials about their OSS models at their respective tables.  

Choon Hong Tay and Liheng Tang from Singapore’s Public Service Division presented Singapore’s experience with innovation in service delivery, specifically bringing together data analytics, design thinking, behavioral insights and organization development.  Key strategic shifts in the way services are organized cut across seamless customer-centric services, co-design and co-delivery of public services, as well as introducing a “no wrong door” policy.

Datuk Dr. Aminudin Bin Hassim, who heads the National Strategy Unit in the Ministry of Finance, Malaysia, underscored the key motivations behind the Malaysian OSS model: highest impact on citizens’ well-being in shortest possible time at lowest possible cost.  Urban Transformation Centers (UTCs), as the OSSs are known in Malaysia, are set up in a matter of weeks around the country.  No new buildings are constructed – instead, they are refurbished or rented from state governments to keep the costs down.  UTCs are open seven days a week until 10pm, which allows citizens access services outside office hours. 

The World Bank’s ongoing global stocktaking study on Citizen Service Centers revealed some measurable results of introducing OSS for service improvements. In Georgia, after introduction of OSS citizen satisfaction with the services offered improved from 10 percent to 92 percent. In Albania, citizen satisfaction improved from 25 percent to 87 percent in the first 6 months of operation. In India, citizens reported 50 percent less chance of being asked for a bribe.

The organizers will publish a summary document to capture key insights on establishing successful OSS, as well as some related trends and innovations related to citizen-centric service delivery.



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