2.1 Different typologies of OSS

o Responsive - there should be an ‘intelligent’ mechanism in place to drive any required changes. o Interaction - receiving feedback from citizens and engaging them as co-creators of the OSS should be a key principle while running an OSS. o Integration - the OSS should be seamlessly integrated, there should be no ‘wrong door’ policy for the customer.

There are various models of OSS implemented in different countries, considering the administrative system, technical readiness, digital skills, political will, etc. In addition, typologies may vary as well. Therefore, the term OSS does not define one specific operational model and architecture, but rather identifies that an approach of service delivery has been agreed upon - very often this approach is branded as a One-Stop-Shop. The term “one-stop-shop” or “single window” refers to a facility that allows parties to lodge standardized information and documents within a single-entry point to fulfil all (or basic) regulatory requirements. However, the way that similar initiatives are named is by no means restrictive with respect to the type of services provided. One possibility is to distinguish between three categories of OSS based on user experience: first-stop shops, convenience stores, and true OSS2 . It is common that the type of OSS is changed over time as the public administration and society change and the ability to change implementation must be ensured after the launch. While most modern OSS approaches take place in a digital environment, it must be locally monitored if there are groups that could be left out if the OSS is implemented only as a digital channel. While there are some user groups that need a small push and support to move into the digital environment, there are those who are unable to use digital solutions for reasons not under their control. A good and appropriate balance between digital and physical service delivery implementation must be maintained. Reasonable digitalization must also consider the ability of the administration - and their implementation partners in the private sector - there must be good enough ICT skills to benefit from digitalization. The following figure illustrates different types of OSS as authors of the report see it based on their experience and analysed use cases.

2 World Bank: Re-inventing Service Delivery Through One-Stop Shops

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Figure 2. Types of OSS

The authors’ generalization of different OSS types is the following: First-stop shops or information centres provide information about public services. Under this model, only information is concentrated and provided at the one location3 . This type is mainly used at the first phase of OSS implementation, since it can be done fast and with no significant costs. Provision of information allows slowly starting to move onto transactional service provision. Experts suggest using this model in the first phase of piloting the OSS in Timor-Leste, as it was done in Cabo Verde. Convenience stores (or a single window as a mediator) means that there is one entry point and services are provided in one location – one service hall or a building with different signs or doors enabling to interact with different service providers without running around the city. This means that the actual administrative service (e.g. the issuance of a certificates, etc.) does not necessarily take place at that location, but instead a citizen can apply for different services from one place. Sometimes citizens do not even have to interact with the different individual authorities since the single window authority acts as a ‘mediator’ and handles the application on the citizens’ behalf. This model was used in Vietnam, Kazakhstan, and Indonesia. Convenience stores (or a single door as a representative of the authorities) ideally go further and provide citizens with the possibility to interact only with one authority or representative who is competent enough to provide different public services related to pensions, health, issuance of civil status certificates, tax administration, etc. in one spot. Under this model, representatives of the administration, delivering specific services, are concentrated in one location, and have delegated representation rights to one service provider or mediator. The Sarawak state in Malaysia and Cabo Verde use this model. This model is the best enabler to start moving towards a true OSS with fully integrated complex services and is therefore strongly recommended by the experts to be used in the second piloting phase. True OSS as integrated complex services with one contact point is a centralized platform for delivering digital government services to citizens - a single point with access to electronic services and related information. Sarawak has started to move toward that direction and has implemented a vast number of public services into the single government portal. This model should be used as an example during the third phase of the pilot.

Key findings

There areno universal one-stop-shop models for all circumstances. Depending on the degree of economic and digital maturity, the government must choose the most suitablemodel and communicate it in a way that is ofmost use to citizens and businesses.

Models change over time and evolve with the country. It is important that the chosen model is flexible and allows forchanges in the future.

3Information Centers and One-Stop-Shops: Albania, Montenegro, Croatia