Government services, you need them but you hate them! They are characterized by unending red tape, glaring mismanagement of resources, mostly needless information asymmetry and a utter lack of coordination among various agencies. This not only leads to unpleasant citizen experience while availing these services but also leads to a colossal wastage of taxpayer's hard earned money.
Over the last few years, governments across the world have increasingly adopted a one-stop-shop system to deal with these issues. By bringing more and more services into the fold, one stop shop systems could work as a backbone for efficient, citizen friendly and hassle free government services. However, this would need a fundamental organizational and process changes and an integrated IT infrastructure. The following article from the July 2015 edition of McKinsey Insights analyzes the issue of citizen services in detail. Link to the article: http://bit.ly/1H6W6Hu Here is an example of a one-stop-shop e-governance portal of the Qatar government.
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November 2019
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