Significant changes have taken place in the society, technology, and assumptions in delivery of public services, earlier approaches and techniques needed to be updated and revised. Therefore, after extensive study and execution of pilot project government of Latvia came out with new approach by eliminating borders in delivery and access of public services by setting up Network of State and Municipal Unified Customer Service Centers .
Innovative approach of implementation of the “one stop shop” principle - significant change of inter-institutional and inter-governmental cooperation by minimizing distinction between services provided by local governments or state institutions, as well as paying significant attention to development of e-skills and fostering a positive attitude toward self –service.
Particularly innovation is voluntary involvement of local governments to provide most popular “physical/on-site” state institution services and use of existing infrastructure/ assets and human resources.
There is no need of the new institution to run the network or significant investments; it is driven by multi stakeholder cooperation approach, and gradual changes in mind-set of decision makers by understanding the need of breaking silos amongst different public bodies.
Therefore, the role of leaders – national or local government level were very important by co-designing and taking decisions to implement multi-channel, multi government, interdisciplinary and interoperable approach towards the needs of clients and in the same time being efficient from the point of using of public funds. Leadership is necessary characteristic for such kind of changes in public services delivery.
Restructuring of delivery of public services in Latvia makes significant contribution to the development of public service system, thereby reducing administrative burdens, improving the business environment, ensuring availability of services in the regions and promoting more efficient public administration.

https://www.latvija.lv/pakalpojumucentri

• Latvia