Oxford Research Encyclopedia of Politics reached a major milestone by publishing our 1000th article! For more information visit our News page.

Show Summary Details

Page of

PRINTED FROM the OXFORD RESEARCH ENCYCLOPEDIA, POLITICS (oxfordre.com/politics). (c) Oxford University Press USA, 2020. All Rights Reserved. Personal use only; commercial use is strictly prohibited (for details see Privacy Policy and Legal Notice).

date: 14 August 2020

Summary and Keywords

The concept of one-stop shops started as a relatively modest idea of providing information to public service users under one roof and helping citizens to navigate the complexities of multiple providers. Over time a business sector model accelerated the development of one-stop shops into a new phase of digitization influenced by the emergence of New Public Management with its emphasis on putting users at the center of public services provision. Technological progress afforded citizens access to the state and, in turn, promoted state-to-citizens interactions through multiple channels, both digital and physical. One-shop shops became inextricably linked to e-government which impacted both the developed and developing world, including authoritarian states. Although evidence of the impact of one-shop shops is still limited, not least because the concept has morphed over time, key improvements are listed as increased citizen satisfaction, reduced corruption, and greater efficiency. The pace of development has been such that the future suggests a move from one-stop shops to “no-stop shops.”

Keywords: one-stop shops, electronic government, digitization, public services improvement, joined-up government

Access to the complete content on Oxford Research Encyclopedia of Politics requires a subscription or purchase. Public users are able to search the site and view the abstracts and keywords for each book and chapter without a subscription. If you are a student or academic complete our librarian recommendation form to recommend the Oxford Research Encyclopedias to your librarians for an institutional free trial.

Please subscribe or login to access full text content.

If you have purchased a print title that contains an access token, please see the token for information about how to register your code.

For questions on access or troubleshooting, please check our FAQs, and if you can't find the answer there, please contact us.