One-Stop-Shop Service Centers

OSSModelCOMSECsmallLong lines and complicated procedures are pervasive obstacles to public service delivery in Iraq. To address this, USAID-Tarabot introduced the One-Stop-Shop service center model to make a rapid and tangible impact on the Government of Iraq’s ability to deliver services. Tarabot’s service center design offers modern physical infrastructure and efficient automated systems to improve services, while promoting public accountability and citizen satisfaction.Tailored architectural designs have been developed for partner entities, business processes reengineered, systems automated, and over 400 individuals have been trained on customer service standards. With the support of USAID-Tarabot and its partners in COMSEC and PMAC, the One-Stop-Shop model is making significant strides forward to becoming a reality for Iraqi citizens.

In collaboration with its Government of Iraq partners, USAID-Tarabot developed a professional, scalable architectural design of a One-Stop-Shop service center. USAID-Tarabot’s design reflects the principles of linear business flow, customer comfort, and easy access for physically disabled persons. Tarabot has developed tailored two and three dimensional architectural designs for the Ministries of Municipalities and Public Works, Oil, Migration and Displaced, Labor and Social Affairs, and Justice.

To streamline processes and improve customer interactions, Tarabot supported a complete shift from paper-based to automated systems. To accomplish this, USAID-Tarabot worked with its government counterparts to thoroughly analyze and reengineer their business processes to ensure efficiency, effectiveness, and compliance with One-Stop-Shop principles. The product of this exercise became the basis for the design of customer service center software, which COMSEC completed with its own funds.

In partnership with the Prime Minister’s Advisory Council (PMAC), the One-Stop-Shop service center model and design was launched at a conference in April 2013 with the attendance of over four hundred delegates. In August 2013, the Council of Ministers’ Secretariat (COMSEC) issued an official endorsement of the One-Stop-Shop model to all government entities, encouraging them to establish these service centers as a means of reforming public administration and improving services.

USAID-Tarabot is working with COMSEC to develop long-term plans to scale up the deployment of One-Stop-Shop centers across the nation, and COMSEC has taken the step of forming a committee that will be charged with championing the initiative. In October 2014, Tarabot formally gave all materials related to the One-Stop-Shop to the Secretary General of COMSEC, Dr. Hamed Khalaf.

With the support of USAID-Tarabot, COMSEC is taking steps to make the One-Stop-Shop a reality for Iraqi citizens. Tarabot has conducted a workshop to provide an overview of procurement processes with a focus on selecting consultants and using standard bidding documents to develop requests for proposals. In the future COMSEC’s One-Stop-Shop team will provide support to Government of Iraq entities to develop requests for proposals for software. Additionally, COMSEC’s committee to oversee the implementation of the service center model is now equipped with blueprints, brochures, training materials, requests for proposals, terms of reference, and a physical model.

Tarabot worked with the Kurdistan Ministry of Labor and Social Affairs to complete the renovations of a One-Stop-Shop Service Center in Dahuk, which will soon open its doors to the public, and provide Social Safety Net services. Tarabot assisted seven entities in completing steps required to establish One-Stop Shops. Now with the ownership of COMSEC, an informational campaign by Tarabot, and the precedent set by the center in Dahuk, a growing number of Government of Iraq entities are demonstrating interest in establishing their own service centers.