From One-Stop-Shop to No-Stop-Shop: An E-Government Stage Model
Scholta H, Mertens W, Reeve A, Kowalkiewicz M
This paper responds to two observations regarding current government service delivery. First, despite reasonable efforts to improve the design of forms and to establish single points of contacts in the course of one-stop-shops, citizens still perceive forms as cumbersome. Second, citizens expect governments to act more proactively by initiating relevant government services themselves instead of relying on a manual trigger from the citizen. To overcome these two issues, this paper proposes the transition from a one-stop-shop to a no-stop-shop, where the citizen has to perform no action and to fill no form to receive a government service. The contribution of this paper is an e-government stage model to guide the transition from a one-stop-shop to a no-stop-shop. It describes the three stages of government service delivery "One-Stop-Shop", "Limited No-Stop-Shop" and "No-Stop-Shop" according to the dimensions "Integration of Data Collection", "Integration of Data Storage" and "Purpose of Data Use". The stage model is exemplarily applied to a real-world case. An initial evaluation of the stage model is executed through discussions with researchers and semi-structured interviews with government employees.