One-stop services concept for the public sector: successes and roadblocks Online publication date: Sun, 30-Nov-2008
by Kongkiti Phusavat, Pornthep Anussornnitisarn
International Journal of Services and Standards (IJSS), Vol. 5, No. 1, 2009
Abstract: The study describes key decisions, tasks and activities for planning and a deployment of the one-stop services concept for the public sector. This in-dept study focuses primarily on the Nakhon Prathom City District (NPCD). The city is located near Bangkok. The NPCD is nationally recognised for service excellence and innovation. Understanding changes in the context of demography (e.g. population), technology, finance and budgets, and politics helps bring innovation into the public sector. Furthermore, knowledge from external sources or external knowledge such as a fast-food chain and restaurants plays a key role for this deployment. The one-stop services concept is proven quite popular among citizens, especially for city dwellers. Despite its success, many obstacles are identified and discussed, including a budgeting process and performance measurement practices. Finally, to ensure a future development and long-term success, a public value viewpoint is required.
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