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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 service delivery across the country, beginning in 2003. Embedded in the spirit of the “Doi Moi” reforms that began in the 1980s, one-stop shops have been an integral part of the government’s public administration reform program, initiated in 2001. Political support, decentralization, clear guidelines regarding organizational structure, and significant capital investment allowed the one-stop shop model to successfully transform the attitudes of civil servants toward the public, reduce bureaucracy, inefficiencies, and rent seeking, and improve the quality of services delivered.

About the Presenters

Blunt Melvyn

Davidson Soren

Agarwal Sanjay

Pfeil Helene

Schott Berenike