One-Stop Shops: Public service reform in Mongolia

Local news, 27.05.2015

Government of Mongolia is committed to sustaining improved public service delivery with the handover of One-Stop Shops

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OSS centre, Songino khairkhan district of Ulaanbaatar © SDC

For the past eight years, One-Stop Shop (OSS) centres throughout Mongolia have been making public service delivery more efficient, cost-effective and accessible for all citizens.

The OSS is an innovative model which provides a range of public administrative services under one roof, making it easier and more time-efficient for people to access the services they need, including social insurance and welfare, civil registration, land and property administration, tax offices, notaries and banking. This approach also reduces bureaucracy and corruption.

The establishment of the OSS centres nationwide was the culmination of a tireless effort by the Government of Mongolia, with financial and technical support from the Government of Switzerland.

Hand-over to Mongolian Government 

April marked the handover of the Swiss Agency for Development and Cooperation’s OSS Project to the government, which is committed to sustaining and strengthening the OSS centres.

Pursuant to that commitment, the government issued a resolution covering the operational and maintenance costs of the OSS centres under local government budgets.

District and aimag governments are also replicating the OSS centres with the aim of providing more efficient service delivery for their citizens.

There are now more than 150 OSS centres operating in khoroos and soums funded with their own resources.

Prior to the establishment of OSSs, people had to travel to numerous locations to access different public services. In addition, those services were not coordinated or linked, reducing overall efficiency.

Moreover, besides saving time and money, the OSSs have also reduced red tape for citizens wanting to access those services.  

The OSS model has earned a significant level of support among the Mongolian public, with independent surveys showing an overall satisfaction rate of more than 75 percent.

“I choose to go to the OSS because there is less bureaucracy there,” said a customer at the OSS in Uliastai, Zavkhan aimag.

“It was convenient to have both the social welfare officer and the bank teller there at the OSS, so I could get everything processed in one place without going back and forth between places,” said another OSS customer in Uliastai.

To commemorate the handover, the OSS Project produced a documentary that highlights the results of eight years of work.

Watch the documentary 

Press release, 11.11.2015

ULAANBAATAR —The World Bank and the Swiss Agency for Development and Cooperation (SDC) today launched a US$3 million project to boost social accountability in Mongolia in the next four years.

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SDC in partnership with the World Bank launched a project to support social accountability in Mongolia.

The Mainstreaming Social Accountability in Mongolia (MASAM) project seeks to support government efforts to increase transparency and accountability, and give impoverished communities a greater voice on issues affecting them.

“The project builds on years of innovating and experimenting on social accountability in Mongolia by citizens and government bodies, and follows last year’s Glass Account Law that we consider an enabling legal reform for transparency,” said James Anderson, the World Bank Mongolia Country Manager.

“Through MASAM, we hope to facilitate concerted action around institutionalizing social accountability at all levels.”

MASAM will focus on building skills and capacities of citizens and civil society groups in poor and vulnerable regions of Mongolia, and working with local governments to enable sustained outcomes throughout the project.

“We believe that civil society and citizens have an important role to play in strengthening the accountability of public officials, reducing corruption and improving public service delivery,” said Markus Waldvogel, Director of Cooperation of Swiss Agency for Development and Cooperation.

“This project will encourage citizens and civil society to exercise their rights to do so.”

The MASAM project will be implemented over four years in 10 aimags and districts of the capital city, Ulaanbaatar. It will benefit poor and marginalized groups by involving them in social accountability processes, empowering them to hold public officials accountable for improving the quality, access and delivery of services in their communities.

The participating aimags and districts will be selected according to poverty rates, health-related risks and access to education, as well as the commitment by local governments to implementation.

At the national policy level, the project will work with the Ministry of Finance and the Cabinet Secretariat to institutionalize social accountability measures in formalized and sustainable ways.

Contacts:                    

Tina Puntsag + (976) 7007-8207, tpuntsag@worldbank.org

For more information, please visit: www.worldbank.org/mongolia

Soyolmaa Dolgor + (976) 11- 341422, soyolmaa.dolgor@eda.admin.ch

For more information, please visit: www.eda.admin.ch/mongolia