Abstract:
The concept of 'citizen-centric public service delivery' has gained global attention,
particularly through administrative reforms prioritizing citizens as the core of service
provision. A notable strategy is the 'One-Stop-Shop' (OSS) model, recognized for
optimizing service delivery and effectiveness. While many nations employ OSS through
network integration, the Magam Ruhunupura Administrative Building Complex
(MRABC) implements OSS by physically consolidating administrative offices into o
location. Implementing such reforms is challenging due to the dynamic interplay
between ecological and administrative systems. This study explores factors influenci
OSS implementation at MRABC, emphasizing a citizen-centric approach. Using a
qualitative case study method, it identifies the digital divide, traditional mindsets, a
provisions for citizen-focused services as key receptive factors. Notably, factors seen as
resistance in one context can become receptive depending on ecological and contextual
variables. The findings underscore that no universal blueprint exists for OSS strategie
instead, tailored approaches addressing citizens’ unique needs are crucial. Policymakers
are urged to adopt innovative strategies like 'co-production' and 'co-design,' working
collaboratively with citizens to enhance governance and public service effectiveness.
