The One Stop Shop is a place where citizens can obtain many different kinds of city services in one place. Services, rather than directions, are provided. It is in this respect that a One Stop Shop is different from a Front Office. One Stop Shops are often located at convenient places in the city neighbourhoods, to facilitate access of all citizens. The One Stop Shop plays an important role in streamlining procedures and making municipal services user-friendly and responsive.
To increase access to the services offered by the city.
To maximise the use of local government resources through the "one stop" approach.
Linkage to Transparency
The One Stop Shop provides the community with easy access to not only information and guidance but also services. Through provision of a variety of services over the counter and in one place, the One Stop Shop reduces opportunities for delay and corruption , increases accountability of personnel, thereby enhancing transparency.
How it Works – The Key Elements
Role of the One Stop Shop. The One Stop Shop should ideally provide a range of services such as application for utilities, filing of property taxes and making various payments. In some cases, however, One Stop Shops are set up for providing specialised assistance related to a particular utility (e.g., electricity or water), or a particular service (such as filing tax returns). In such cases, the One Stop Shop provides all information, application forms, guidelines, etc.; accepts completed applications, fees and payments; and ensures follow-up, related to that particular service.
Location and physical structure. The One Stop Shop should be conveniently located to facilitate citizens’ access. Furthermore, the office should be laid out in a user-friendly way with clear signs and directions.
Personnel. Like the Front Office, the One Stop Shop should be staffed with courteous and well-informed personnel who can advise citizens and help in resolving their problems.
One Stop Shop, City of Sydney, Australia
One Stop Shop for Building Permits in Nashville
One Stop Shop of the Slough Borough Council, UK
Durham City One Stop Shop
Further information and Contacts
City of Sydney Government, Level 2, Town Hall House, 456 Kent Street, SYDNEY 2000; GPO Box 1591, SYDNEY NSW 2001.
Tel.: 1300 65 1301; Fax: 02 9265 9415
Council Staff Office, 102 Metro Courthouse, Nashville 37201.
Slough Borough Council, Town Hall, Bath Road, Slough, Berkshire. SL1 3UQ.
Tel: +44-1753-552288; Fax: +44-1753 692499