Documentos e informes
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Fostering Impactful Citizen Engagement (Inglés)
Research on citizens as drivers of change and recent reports from the World Bank can inform its citizen engagement mandate. This governance note seeks to contribute to improving the World Bank's entry...
Tipo de documento: Resumen Número del informe: 138005 Fecha del documento: 1 de junio de 2019 Tipo de divulgación: Disclosed Autor: Jespersen,Ann-Sofie,Larizza,Marco,Schott,Berenike Laura
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Citizens as drivers of change : how citizens practice human rights to engage with the state and promote transparency and accountability (Inglés)
Since 2014, the World Bank Group (WBG) has formally mainstreamed citizen engagement in its strategy to end extreme poverty and share prosperity, building on 25 years of emerging practice and research...
Tipo de documento: Documento de trabajo Número del informe: ACS21097 Fecha del documento: 17 de julio de 2017 Tipo de divulgación: Disclosed Autor: Beyerle,Shaazka,Bulman,David Janoff,Larizza,Marco,Schott,Berenike Laura
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Recent developments and key considerations impacting the operations of one-stop shops for citizens : a summary of major trends and a design guide for citizen service centers (Inglés)
Countries across the globe are establishing new and improving existing citizen service centers (CSCs) to better serve their citizens. This note provides an overview of recent developmentsimpacting CSC...
Tipo de documento: Resumen Número del informe: 117079 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Pfeil,Helene,Schott,Berenike Laura,Agarwal,Sanjay
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Municipal citizen service centers in Southeastern Europe : survey results on success factors, challenges, and the human rights approach of municipal one-stop shops in the Western Balkans (Inglés)
This report presents the results of an online survey administered in six southeastern European countries: Albania, Bosnia and Herzegovina, Kosovo, Macedonia, Montenegro and Serbia. The survey was aimed...
Tipo de documento: Resumen Número del informe: 117084 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura
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One-stop shops in Vietnam : changing the face of public administration for citizens and businesses through a single door to multiple services (Inglés)
This case study analyzes the development of one-stop shops in the Socialist Republic of Vietnam, from inception of the first one in Ho Chi Minh City in 1995 through the full roll out of this model of integrated...
Tipo de documento: Resumen Número del informe: 117081 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Blunt,Melvyn,Davidsen,Soren,Agarwal,Sanjay,Pfeil,Helene,Schott,Berenike Laura
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The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level (Inglés)
Ova studija slučaja pruža pregled Gradskog uslužnog centra u Pančevu (GUC) koji, od uspostavljanja 2009. godine, pruža čitav niz opštinskih usluga građanima pod istim krovom. Studija istražuje mere koje...
Tipo de documento: Resumen Número del informe: 117080 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura,Johns,Kimberly D.
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Human rights-based assessment tool for citizen service centers : moving toward a rights-based approach in design, strategy, and implementation (Inglés)
This note provides practical advice on how to adopt a human rights-based assessment for the design, strategy, and implementation of service delivery by citizen service centers. Designed for World Bank...
Tipo de documento: Resumen Número del informe: 117083 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Pfeil,Helene,Schott,Berenike Laura,Agarwal,Sanjay
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The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level : Gradski uslužni centar Grada Pančeva, Srbija : jednostavnije pružanje usluga i podsticanje inkluzije na lokalnom nivou (Serbio)
Ova studija slučaja pruža pregled Gradskog uslužnog centra u Pančevu (GUC) koji, od uspostavljanja 2009. godine, pruža čitav niz opštinskih usluga građanima pod istim krovom. Studija istražuje mere koje...
Tipo de documento: Resumen Número del informe: 117080 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura,Johns,Kimberly D.
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Citizen service centers in Kenya : the role of Huduma Centers in advancing citizen-centered service delivery in a context of devolution and digitization (Inglés)
This case study analyzes the Huduma Kenya program, under which the Government of Kenya is advancing citizen-centered public service delivery through a variety of channels, including deploying digital technology...
Tipo de documento: Resumen Número del informe: 117082 Fecha del documento: 1 de junio de 2017 Tipo de divulgación: Disclosed Autor: Firestone,Rachel Sohn,Schott,Berenike Laura,Kinuthia,John Muratha,Omollo,Annette,Agarwal,Sanjay,Pfeil,Helene,Johns,Kimberly D.,Kumagai,Saki