Citizens in 27 municipalities across Albania are getting better public services through One Stop Shops

September 13, 2019

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The Star 2 Project - Consolidation of Territorial and Administrative Reform, has advanced with the implementation of the One Stop Shop Information System (OSSIS). Currently, 27 municipalities are benefiting from this system which contributes to a fundamental improvement of the administrative services delivery from local governments.  Utilizing the system, the municipalities now are reducing significantly time of service delivery, bureaucracy, and the distance the citizens travel in order to receive the services.

The adoption of the system also empowers decision makers with evidence on the organizational and individual performance contributing to greater efficiency, transparency, and accountability. Local administrative staff in all the municipalities where the system is live, have been trained on the features of the system, service delivery, and administrative procedures prior to going live.

The UNDP Resident Representative in Albania Limya Eltayeb said:” “The new system represents a change in the work culture that requires both citizens' awareness to use it and commitment by municipal employees to learn and use the system in perfection. Citizens have higher expectations of service quality, and they increasingly demand the same levels of delivery as experienced in the private sector. One stop shops are especially beneficial to groups of citizens who reside in remote places, who are disabled or otherwise vulnerable”.

In 5 municipalities; Maliq, Belsh, Patos, Librazhd and Divjake, OSSIS now functions in the newly refurbished state-of-the-art premises, where local and central government services are offered in the same area based on customer care standards. This number is expected to increase in the future.

Starting from early 2018, UNDP’s STAR2 Project in partnership with the Ministry of Interior and Agency for Support of Local Governance, National Agency for Information Society and benefitting municipalities, advanced OSSIS business implementation. In 61 municipalities an average of 76 administrative services are catalogued, tested, validated.  By the end of 2019, 49 municipalities across Albania are expected to utilize One Stop Shop Information System and add to the other 12 municipalities which have already similar systems in place.

Currently STAR 2 project is working to strengthen institutional and administrative capacities of local administrations across the 61 municipalities of Albania; increase the efficiency of local service delivery and enhance local democracy

STAR 2 enjoys support by many international development partners through a pooled funding mechanism. International partners include: the European Union, the Government of Sweden through Swedish International Development Agency, the Government of Italy through Italian Development Cooperation, Swiss Government through Swiss Development Cooperation, the United States through the United States Agency for International Development and UNDP and the Government of Albania. The project is implemented by the Ministry of Interior in partnership with UNDP.