Project/03

STAR2 – Consolidation of Territorial Reform. Establishing One-Stop-Shop service delivery systems for Albanian LGUs

Detailed Description of the Project
The nationwide effort to introduce OSSH in public service delivery in Albania is driven by the strategic priority of providing “high quality services for citizens and businesses in a transparent, effective, and efficient way through the use of modern technologies and innovative services”; Concentration of front office services – as per the OSS model – serves this objective by promoting an inclusive and pro-active approach to citizen needs, by simplifying the gathering of information and promoting transparency and impartiality via the decoupling from the back-offices;
– One-Stop-Shop Information System – OSSIS – makes possible for citizens to access services in a more timely and better way;
– The citizens no longer need to go to different offices for a single process, but rather only access one office – OSSH – which is responsible to redirect internally their requests and provide them more services from a single point;
– It empowers municipalities to improve the quality of administrative services, monitor the services execution, shorten the execution time, increase transparency in the provision of G2C and G2B (government to business) services.
-It provides citizens additional possibilities for service execution tracking, providing feedback and receiving higher quality services in a shorter time.
Project Goal and Scope To enable 50 Albanian Municipalities to deliver public services to citizens and businesses according to the One Stop Shop model. The project supports LGUs in OSS implementation and operations through: i) Support to the organizational change; ii) Support to the BPR and administrative best practice diffusion; iii) Support to the change management and training; etc. The project delivered the OSSIS that Manage the Front Office and Drive the municipalities Back-Office operations through workflows Benefits for Municipalities TIME AND DISTANCE – i) Service delivery as close as possible to the public in the administrative and local government units; ii) Reduced costs and time for citizens and businesses; iii) Environmental impact; iv) Local GDP impact; etc. ACCESS – Access to the same services at any OSS point for all citizens and businesses ADMINISTRATIVE PROCEDURES – i) Simplified and Standardized Processes; ii) Improved services delivery quality; iii) Improved medium term adaptability; etc. TRANSPARENCY – i) Application tracking and visibility; ii) Anti-corruption impact; iii) Performance measurement; iv) Performance evaluation; v) Bottleneck highlight and optimization; vi) Better use of human resources; etc.
Main activities of the project
Main activities carried-out in the framework of project include the following ones:
Activities as ikubINFO shpk subcontractor
-Conduct business analysis, modelling and high-level system design that ensure interoperability and integration between systems and services offered to the citizens from the Local and Central Government
-Ensuring security, quality assurance and compliance with international standards, rules and recommendations in the aspect data security and personal data protection.
-Working in preparation of technical and administrative procedures in close consultation with different stakeholders.
-Testing workflow for more than 70 different administrative procedures in 47 municipalities
-Training municipality staff (front and back office) in using OSSIS in 47 municipalities
-Supporting municipality staff in going life process in 47 municipalities
Activities as IP3 subcontractor
– Conduct Business Analyses of more than 70 administrative services and prepare service information fiche.
-Preparation of respective Workflows per each procedure in 15 municipalities
-Preparation of Manual of Administrative procedures for 15 municipalities
-Supporting 50 municipalities in implementing change management in providing administrative services