Locations“One-Stop Shops bring essential services closer to citizens, reducing barriers and strengthening local governance across Timor-Leste.”
Bringing Public Services Closer: Balkaun Úniku Expands to More Municipalities, Empowering Timorese Citizens
July 16, 2025
With the Balkaun Úniku service, accessibility has become easier—especially for elderly citizens—to access essential public services. This photo shows an elderly beneficiary at the Balkaun Úniku office in Ataúro during the official launch, benefiting from services brought closer to the community
Julio Guterres/ UNDP Timor-Leste
In a major step toward transforming public service delivery in Timor-Leste, the Government of Timor-Leste, in close partnership with UNDP and with strong support from local authorities, has expanded the implementation of Balkaun Úniku (BU), or One-Stop Shop, to more municipalities across the country. The BU centers have already been inaugurated and are operational in Manatuto, Baucau, Ataúro, and Liquiçá, with further expansion currently underway in Aileu, Manufahi, and Covalima. These centers are designed to simplify access to essential public services - including passport issuance, national identification cards, and criminal certificates - by offering them in a single, accessible location within each municipality.
Decentralized Services, National Impact
The Balkaun Úniku initiative reflects the Government’s commitment to improving public service delivery through decentralization, as outlined in the National Strategic Development Plan 2011–2030 and the National Decentralization Policy. It provides a concrete response to longstanding challenges faced by citizens - particularly in rural and remote areas - who previously had to travel long distances, often to Dili, and navigate complex administrative systems to access even the most basic documents.
By integrating multiple government services in one location at the municipal level, BU centers help eliminate unnecessary delays and reduce financial burdens on citizens. In municipalities where the centers are already operational, thousands of people have successfully obtained official documentation more efficiently and closer to home. The model not only enhances service delivery but also promotes transparency, institutional accountability, and citizen trust in the public sector.
Voices from the Ground: A Story of Empowerment from Ataúro
The impact of the Balkaun Úniku initiative is already being felt in communities like Ataúro, where residents have historically faced logistical and financial challenges in accessing public services due to the island’s remote location. Luisa Nunes, a resident of Ataúro Administrative Authority, shared her experience of the past, when she had to travel by boat to Dili to process official documents such as a passport - often under difficult weather conditions and at high personal cost.
“Before this, we experienced great difficulties. When we needed to obtain a passport, we had to travel to Dili for processing and each time we travelled, we faced strong waves and winds and often we were unable to get the passport processed,” she recalled.
That changed on 14 February 2025, when the Balkaun Úniku in Ataúro officially opened its doors. On the same day, Luisa was able to visit the new center, complete her application, and receive her passport without having to leave the island. With support from trained municipal staff, she submitted all necessary documents and completed the biometric process within hours.
“I am grateful to have this wonderful opportunity today, especially here in Ataúro to facilitate our document processing,” she said. Her story illustrates how bringing services closer can empower citizens, particularly women in remote areas, to access rights and opportunities with dignity and confidence.
Formalizing the Rollout Through Government - UNDP Partnership
The expansion of BU was formalized during the signing of a Cooperation Agreement between the Ministry of State Administration and UNDP on 23 June 2025. The ceremony took place at the Office of the Minister in Dili and marked a strategic partnership to accelerate the development and operation of fully functional BU centers in all municipalities, including the Special Administrative Region of Oecusse-Ambeno (RAEOA).
Through this agreement, UNDP committed to continue supporting the Government by providing infrastructure, technical assistance, and institutional strengthening to ensure that each center responds to the specific needs of its community. The centers are intended not only to improve access to services but also to serve as a foundation for broader governance reform and decentralization across the country.
Aligning with UNDP’s Mission in Timor-Leste
This initiative aligns closely with UNDP’s global mission to support countries in eradicating poverty, reducing inequalities, and strengthening institutions to deliver inclusive and sustainable development. In Timor-Leste, UNDP’s work focuses on advancing governance systems that are responsive, transparent, and centered on citizen needs. Through the Balkaun Úniku project, UNDP is helping build stronger connections between citizens and government by supporting infrastructure development, digital tools, and capacity-building at the municipal level.
As the expansion of Balkaun Úniku continues, the joint efforts of the Government and UNDP are contributing to a more equitable public administration system - one that reflects the principles of good governance and leaves no one behind. The model represents a practical and scalable solution to address service delivery challenges, and it holds the potential to transform how citizens interact with their government in the years ahead.
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