Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Application of “one contact” (“one-stop-shop”) principle in Vilnius city municipality
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Country: |
Lithuania |
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Organisation: |
Vilnius city municipal government administration |
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www homepage: |
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Contact person: |
Mr. Sigitas Bargaila - Head of the Front Desk/ Visitors Service, Department of Human Resources |
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Address: |
Konstitucijos Ave. 3, LT-09601 Vilnius |
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E-mail: |
Sigitas.Bargaila@vilnius.lt |
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Phone: |
+370 5 211 2078 |
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Fax: |
+370 5 211 2222 |
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Level: |
Local |
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Sector: |
General administration |
Short description of the case:
The best way to describe the project is to present reasons of project development: to organise visitors’ service after moving all the structural units of the Municipality into a new building at Konstitucijos Ave. 3, Vilnius and to improve residents‘ service and execution of public administration procedures. The main goals of „One Contact“ principal implementation: - To develop an effective system of service quality management covering all fields of management and activities; - To enhance the efficiency and transparency of public administration decision making process arranging all the processes in the Municipality in such a way that they could ensure the best possible outcome and the final product could satisfy the needs of the visitors; - To improve quality of provided services; - To create conditions for provision of services in the neighbourhoods; - To prevent officers who prepare and adopt decisions from direct contact with visitors in order to evade corruption or abuse the power by an employee-service provider.
Main feature of the case:
- Developing and managing processes
- The satisfaction of customers and citizens
Key words:
Front office services, e-government, effective system of service quality, efficiency and transparency of public administration decision making process.
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)