The document made by VNG International provides information and methodological approaches on the concept of a one stop desk, and on how to establish such a system. Developed from the experiences VNG International has accumulated over the years, the toolkit guides the reader through a step-by-step approach on setting up a one stop desk. After a short introduction of the concept of the one step desk, the document is divided in 6 key steps in order to realise such a system:
The document offers to local governments a methodology, to improve relationships between their services and the citizens through the process of the one stop desk, which best suited to citizens’ needs. The philosophy behind this principle is that local governments should put the needs and desires of the citizens first. In order to help readers, old and recent examples are explained throughout the document.
This toolkit for establishing a local government one stop desk provides relevant information to the local governments in order to help them put in place a one stop desk and thus improve services for their citizens. This is realised keeping in mind the basic principle that a citizen should be able to obtain a service or a product within one visit.