access to information, Africa, e-government services, online and alternative channels, online channel, Participations and Civic Engagement, policy maker, service delivery model, social media, Technology innovation, transactional services, United States, Australia, Europe and Central Asia, Middle East and North Africa, Open Government, South Asia
Transforming the citizen experience

The concept of One Stop Shops is to enable citizens and customers a single access point to information and service transactions.This paper is closely structured around five principles of a customer centric One Stop Shop, while using global examples to illustrate the diverse ways in which public sector Departments or Agencies are responding. The second section moves through high level operating model design and implementation considerations when the time comes to designing, constructing and implementing a new service delivery model.

Link: http://download.pwc.com/ie/pubs/2012_transforming_the_citizen_experience.pdf
Added by View user profileSonia Hossain on January 29, 2013