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Citizen service center

Citizen service center. A success story in the fight against bureaucracy. February 2013. The idea behind the “CITIZEN SERVICE CENTER” . In the year 2000: Greek research company, Kapa Research SA, proposes a way of tackling the long-lasting issue of bureaucracy

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Citizen service center

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  1. Citizen service center A success story in the fight against bureaucracy February 2013

  2. The idea behind the “CITIZEN SERVICE CENTER” In the year 2000: Greek research company, Kapa Research SA, proposes a way of tackling the long-lasting issue of bureaucracy • The initiative aimed at locating and addressing the problems that disturb a healthy relationship between the citizen and the state • Focus: in the way citizens and their requests were serviced and processed by the public authorities • Common issues: tax clearing certificate, passports, document validation etc. • The whole venture was based on the general one-stop-shop philosophy • Authorities involved: Ministry of Interior and the municipalities of: Athens, Thessaloniki, and Piraeus

  3. Issues to be addressed Administrative dysfunctions caused by: low-quality services provided by state agencies and concern: • Delays: in citizen-state transactions due to the time-consuming bureaucratic procedures and the vast amount of necessary paperwork • Difficulties: in accessing civic information • Lack of: a de-centralized system of public administration - For example: citizens residing in the suburbs need to move to the city center to deal with their case • Confusion: of responsibilities among different state agencies in cases involving more than one agency • Illegal ways: to accelerate procedures (corruption, bribing etc.)

  4. Citizens have to jump from a state agency to another to collect the required paperwork. Why? The main idea: “Let the papers move, not the citizens” Innovative aspect: each citizen pays only one visit to the Citizen Service Center (one-stop-shop philosophy) The “Center” processes citizen demands by accelerating the majority of administrative procedures, without requiring citizens to move back and forth between state agencies The citizen is informed immediately and sufficiently about any issue regarding transactions with the public sector whether these involve filing requests, submitting and requesting official documents, or resolving cases being in a state of inertia due to previous bureaucratic delays Necessary for the successful operation of the “Center” is a friendly environment as well as the use of the latest available technology

  5. Common cases dealt by the Citizen Service Center The most common cases the “Center” deals with today are the following: • Mediating for citizen requests that have already been submitted to the responsible state agency but remain unfulfilled for a long period of time • Forwarding citizen complaints to the responsible state agency • Registration acts (marriage, birth, death etc.) • Certificates (birth, family) • Tax clearances • Issues of financial immigrants • Validation of documents • Personal signature authenticity validation • Passport and driver’s license issuance and updating • Car plates replacement • Complaints

  6. Brief history: an award winning initiative The first Citizen Service Center was founded in July 2001 as an innovative approach to the issue of citizen servicing In the framework of a general administrative reform, the “Center” contributed in the improvement of the relationship between the citizen and the state by simplifying the procedures, mitigating bureaucracy, and establishing a first form of electronic governance Today, the Citizen Service Center network is comprised of more than 1,000 “Centers” operating daily all over Greece For the first two years, the Citizen Service Centers were organized and operated by Kapa Research executives and were staffed by the company’s personnel The C.S.C. constitutes a modernizing, state-of-the-art agency. It is a valuable tool for public governance and can be easily staffed by young and educated citizens. In 2003, the project was awarded with the “United Nations Public Service Award” in the regions of Europe and North America

  7. Kapa Research SA Kapa Research operates in the fields of market research, public opinion polling, call-center management and provides services in the fields of strategy, human resource development, regional development and project management in both private and public organizations For over two decades, Kapa Research is one of the leading companies in market research, strategic communications and operational planning in Greece and the Southeast Europe The company has offices in Athens, Thessaloniki and Bucharest For more information please visit: www.kaparesearch.com or contact: info@kapa-research.com

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