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One-Stop Service Center (OSSC) Training Building Efficient, Transparent, and Citizen-Friendly Public Services
Contents Chapter One -Introduction • Objectives • Service • OSSC • Benefits of OSSC • Service criteria Chapter Two- • Rervice standard, • warkflow, • process Mapping and • service Cataloge Chapter Three-Implementation • Verbal communication • customer Handling • Ethical condacts • Compliant Management • Time Management • Monitaring and Evaluation
Objectives of the Training • Understand the concept and purpose of OSSC • How to design and optimization process optimization • Learn the structure and operation of OSSCs • Identify roles and responsibilities of staff • verval communication in OSSC • Understanding of Ethical conducts in OSSC • Understanding ofCustomer hundling and Time Management in OSSC • Aspects of Monitoring and evaluation • Improve service delivery and citizen satisfaction
CHapter One- Introduction To OSSC
What is service? • Walitti hidhamiinsa raawwii(transactional) ykn odeeffaannoo (informetoinal) Qaama Tajaajila kennuufi fudhatuu gidduu jiru kan ibsudha • Adeemsa dandeettiifi amala bu’uureffachuun fedhii tajaajilamaafi dhimmamaa guutuufi itti quufiinsa fiduuti • Raawwii qabatamaa fedhii tajaajilamaa bu’uura godhachuun yeroo, hammaa, qulqullinaafi baasiifi dudhaa irratti hundaa’uun kan dhiyaatudha
Service..... • Aangoo seeraan adda bahee kenname naamusa ogummaafi gahuumsaan deeggaramee sadarkaaraawwii murtaa’een kan kennamuudha • Tajaajila mootummaa jechuun kan mootummaan mootummaaf (G2G), Mootummaan ummataaf(G2C), Mootummaan dhaabbilee dhuunfaaf (G2B) kan hammattudha
To Identify service from any activity... • Kan kennuufi fudhatu jiraachuu • yaa’insa hojii (AS Is and to be) • Guyyaa guyyaan kan raawwatamu ta’uu qaba (daily) • Yeroo, baasii, qulqullinaafi baay’inaan kan safaramu ta’uu qaba • Deebii kennamu (delivery) • iftoofinaafi gaafatamummaa kan qabu (Acc. and resp) • Customer centered
What is a One-Stop Service Center? • Is a physical or digital platform where multiple public services from various government agencies are delivered in a single location or through an integrated system. • Is a centralized facility that brings together diverse public services and administrative procedures under one roof to improve efficiency, accessibility, and citizen satisfaction by minimizing time, cost, and bureaucracy.
Benefits of a One Stop Service Center (OSSC) For Citizens / Service Users • Convenience • Access multiple services in a single location or platform. • Reduces the need to visit several offices. • Time and Cost Saving • Faster service delivery due to simplified procedures. • Cuts travel expenses and waiting times. • Transparency • Clear information on procedures, requirements, and fees. • Reduces corruption and informal payments.
• Improved Service Quality • Standardized services reduce errors and confusion. • Better-trained staff handle services professionally. • Accountability • Easier to report problems and track service delivery. • Feedback mechanisms are often integrated.
For Government / Service Providers Operational Efficiency • Streamlines processes and reduces duplication of efforts. • Saves administrative time and resources. Better Coordination • Promotes collaboration between different government agencies. • Integrates services that are interdependent. Data Management • Centralizes service data, aiding in planning and decision- making. • Enables digital tracking and reporting of services. Public Trust • Increases citizen satisfaction with government services. • Builds a positive image of government responsiveness. Scalability • Makes it easier to add new services or expand to other regions.
Chapter Two • Service Identification, • Standard, • Warkflow, • Process Mapping and • Service Cataloge
1. Major Criteria in Service Identification for OSSC 1. Relevance to Public Needs • Services must address common and essential public demands (e.g., ID issuance, permits, tax payments). • Should prioritize high-demand and frequently requested services. 2. Legality and Mandate • The service must fall within the legal mandate of the government agency. • Only legally authorized services should be included.
3. Feasibility and Readiness • Consider whether the service process is well-defined and digitizable. • Assess availability of skilled personnel, infrastructure, and technology. 4. Impact on Service Efficiency • Choose services whose inclusion will reduce time, cost, and effort for both the public and the government. • Prioritize services that can significantly reduce foot traffic at traditional offices. 5. Inter-agency Integration Potential • Services that involve multiple agencies but can be integrated into one workflow are ideal. • Look for services where coordination adds value to
Cont... 6. Frequency of Use • Select services that are requested regularly by the public (e.g., birth certificate, tax clearance). • Avoid rarely used or highly specialized services in early stages. 7. Standardizability • The service should follow clear, uniform procedures and documentation requirements. • Services with inconsistent practices are not suitable without reform.
8. Trackability and Measurability • The service should be measurable in terms of performance indicators (e.g., time taken, satisfaction, success rate). • Easy to monitor for accountability and improvement. 9. Affordability and Resource Use • Consider the cost-effectiveness of including the service. • Avoid services that require excessive investment unless they meet strategic goals.
2. Service Delivery Standard 1. Service Type 2. Responsible body/service provider 3. Service deliver level(time, cost, quality...) 4. Service delivery mode(physical, vertual, both) 5. Customer
3. Business Workflow • A business workflow is a sequence of tasks or steps that are followed to complete a specific business process or service, often involving – Multiple people, – Systems, or – Departments. • A business workflow is – An organized, – Repeatable pattern of activities designed to accomplish a specific organizational goal, – Usually defined by rules, roles, inputs, and outcomes.
Major Points of warkflow • Tasks/Steps: The individual actions or stages in the process • Actors: People, systems, or roles responsible for tasks • Inputs: Data or materials needed to start the process • Rules: Conditions or decisions that guide the flow • Outputs: Final result or service delivered
Example: • For issuing a business license: – Customer submits application – Clerk verifies documents – Supervisor reviews and approves – License is printed and issued
Workflow in OSSC Citizen Arrival Registratio n Service Request Processing Delivery Feedback
4. Service Mapping • Service Mapping is the process of breaking down a service into its components (steps, actors, inputs, and outputs) to understand how it flows from start to finish, enabling better delivery, monitoring, and improvement Steps to: • Service identification • Detail activity • Identify service mapping tools • Service Mapping
Objectives of Service Mapping: • Understand how a service is currently delivered • Identify inefficiencies, redundancies, or delays • Improve service quality, speed, and accountability • Define clear roles and responsibilities • Support digital transformation or OSSC integration
5. Service Catalogue • A Service Catalogue is a structured document or system that lists all available public services provided at a center, including: 1. Service Names and descriptions 2. Customer Eligibility Criteria and Required documents 3. Processing time 4. Service charges (if any) 5. Regulations 6. service stages 7. Responsible agency or officer 8. Service Workflow Description 9. Step-by-Step Procedure 10.Contact Information or Responsible Desk
Usage of Service Catalogue For Service Providers: Refer to the catalogue to answer customer questions. • Guide customers through the steps listed. • Ensure the service requirements are updated regularly.
For Customers: Review services to understand what is available. • Prepare required documents before coming to the center. • Follow the steps outlined to complete service requests.
Chapter Three -Implementation 03
1. Verbal Communication in OSSCs
Steps to Verbal Communication in OSSC 1. Start with Courtesy/politeness Greet every customer warmly and professionally. Use polite expressions like "Welcome," "Please," and "Thank you." 2. Be Clear and Concise Speak slowly and clearly. Use simple, non-technical words unless necessary. Avoid long or confusing explanations. 3. Listen Attentively Do not interrupt while the customer is speaking. Show understanding through verbal cues like “I see” or “I understand.”
Stay calm and respectful, even if the customer is emotional or frustrated. Never raise your voice or sound defensive. 4. Maintain a Respectful Tone 01 Give correct and complete answers to all questions. If unsure, promise to find the answer and follow up quickly. 5. Provide Accurate Information 02 Acknowledge the customer’s concerns (e.g., “I understand this may be frustrating…”). Offer help in a supportive way. 6. Be Empathetic 03
01 Ask the customer if they’ve understood the information provided. Encourage them to repeat key points to confirm clarity. 7. Ensure Mutual Understanding 02 Listen without judgment. Apologize sincerely when needed and explain the solution process. 8. Handle Complaints Professionally 03 Close the interaction on a positive note. Thank the customer and offer further assistance if needed. 9. End Politely
2. Customer Handling In OSS
Principles of Customer Handling Principle Description Respect Treat every customer with dignity regardless of background. Clarity Provide clear, correct, and simple information. Empathy Show understanding and care for customer needs. Responsiveness Handle requests quickly and efficiently. Confidentiality Protect personal information shared during service.
Steps to Customer Handling Procedure Step 1: Greet the Customer • Use polite phrases: • “Good morning! How can I assist you today?” Step 2: Listen Actively • Maintain eye contact. • Avoid interrupting. • Ask clarifying questions if needed. Step 3: Identify the Service Need • Match the customer’s request to a listed service. • Guide them to the correct counter or staff.
Step 4: Provide Clear Instructions • Explain documents required, steps to follow, and any fees. • Speak in the customer’s preferred language when possible. Step 5: Respond Professionally to Concerns • Remain calm and respectful even if the customer is upset/confused. • Never argue; instead, offer help or escalate if needed. Step 6: Close the Interaction Positively • Summarize what was done or what comes next. • Say thank you and encourage feedback.
Handling Difficult Situations In OSSC Situation Recommended Response Angry customer Stay calm, listen, and empathize. Don’t take it personally. Language barrier Use common words or seek translation assistance. Complex or delayed service Explain reasons clearly; offer follow-up options.
Do’s and Don’ts ✅ Do ❌ Don’t Greet every customer Ignore or dismiss customers Maintain professionalism Argue or blame the customer Provide accurate and full information Mislead or give partial details Keep a calm tone under pressure Raise your voice or show frustration Offer solutions or options Say "I don’t know" without trying to help
Other Challenges and Solutions • Challenge: Long wait times Solution: → Queue management system • Challenge: Poor coordination → Solution: Inter-agency MoUs/Service cateloge • Challenge: Low digital literacy Solution: → On-site assistance/universal counter • Challenge: System downtime → Solution: ICT backup plans/power redendent and data center
3. Employee Ethical Conduct In OSSC
3. Employee Ethical Conduct In OSSC PART 01
03 3. Employee Ethical Conduct In OSSC
Core Ethical Principles 1. Integrity – Uphold honesty and truthfulness 2. Impartiality – Treat all clients equally without bias 3. Accountability – Take responsibility for actions and decisions 4. Confidentiality – Protect client information
Expected Conduct at the OSSC • Arrive on time and fulfill duties diligently • Respect clients and fellow staff at all times • Provide accurate and timely information • Refrain from accepting gifts or favors
Expected Conduct at the OSSC Arrive on time and fulfill duties diligently Respect clients and fellow staff at all times Provide accurate and timely information Refrain from accepting gifts or favors
Cont... Greet clients courteously and listen actively Respond clearly, respectfully, and professionally Support clients with special needs Avoid discriminatory or offensive behavior
Misconduct to Avoid 1. Requesting or accepting bribes or kickbacks 2. Favoritism, nepotism, or misuse of authority 3. Disclosure of confidential information 4. Negligence or intentional delay in service
Reporting and Accountability 1. Report unethical conduct to supervisors or ethics committee 2. Participate in regular ethics training 3. Cooperate with audits and performance reviews 4. Support a culture of integrity in the workplace
• Verbal or written warnings • Administrative penalties or suspension • Termination of employment • Legal action in cases of corruption or abuse
Consequences of Ethical Violations Verbal or written warnings Title Administrative penalties or suspension Title Termination of employment Title Legal action in cases of corruption or abuse Title
Promoting Ethical Culture • Lead by example – Managers and staff alike • Encourage open dialogue and feedback • Reward ethical behavior • Include ethics in performance assessments
01 4.Compliant Hundling in OSSC
Complaint Handling Process in OSSC • Step 1: Receiving Complaints Channels: Complaints can be submitted through: Face-to-face at the OSSC helpdesk Suggestion/complaint box Phone hotline Online portal or SMS • Staff must listen actively, remain calm, and record the complaint immediately.
cont. Step 2: Registering Complaints • All complaints must be logged in the Complaint Registry System or manual logbook. • Capture the following: Customer name and contact Nature and category of complaint Date and time received Staff name receiving the complaint Step 3: Acknowledgement • Provide a receipt or case number to the complainant.
Cont... Step 4: Assessment and Resolution • Forward the complaint to the responsible unit or supervisor. • Investigate the issue within specified timelines (e.g., 3–5 working days). • Take corrective action if necessary. Step 5: Response to Customer • Inform the complainant of the outcome and resolution. • Use clear, respectful, and non-technical language. Step 6: Follow-up and Closure • Verify customer satisfaction if needed. • Mark the complaint as “resolved” in the system.
5. Time Management
Time Management Principles • Punctuality: Staff must begin and end duties on time. • Prioritization: Urgent and quick services should be handled efficiently. • Standardization: Each service should have a defined delivery time. • Automation: Use digital tools to minimize manual delays. • Monitoring: Track time data to inform decisions and improvements.
Time Management Tools in OSSC Tool Description Queue Management System (QMS) Assigns tokens and tracks waiting times Digital Timers at Counters Helps staff track service time per customer Appointment Booking System Allows citizens to choose specific times Customer Feedback Terminal Collects time-related complaints/suggestions Dashboard/Display Boards Shows live queue and expected waiting times
Time Management Procedures Step 1: Pre-Service • Greet customer, verify documents quickly • Use checklist to ensure readiness • Select correct service category and enter into the system Step 2: During Service • Follow SOPs to minimize delays • Keep service within allocated time • Ask for help if encountering technical issues
Cont.... Step 3: Post-Service • Mark service as completed in the system • Guide customer to feedback section • Update queue status before next customer Performance Monitoring & Reporting • Daily: Track services completed vs. targets • Weekly: Compare average waiting and processing time • Monthly: Report top causes of delay and suggest solutions
6. Monitoring and Evaluation In OSSC
Key Performance Areas • Service Efficiency Average service delivery time Number of services delivered per day Queue and wait time/appointments service timeline • Service Quality – Accuracy and completeness of service – Complaint resolution rate – Staff courtesy and professionalism
itti.... • User Experience – User satisfaction scores (via surveys) – Accessibility for vulnerable groups – User feedback and suggestions • Digital Integration – Percentage of services accessed online – System time period and digital service availability – Data accuracy and security • Governance and Management – Staff performance metrics – Budget execution and resource efficiency – Inter-agency collaboration effectiveness
list of sample monitoring and evaluation (M&E) indicators for a One-Stop Service Cente 1. Service Efficiency Indicators Indicator Definition Target / Benchmark Average Service Delivery Time Time taken to complete a service request from arrival to completion ≤ 15 minutes per service Number of Transactions per Day Total number of service requests handled daily 100–500 depending on size Queue Waiting Time Average time a client waits before being served ≤ 10 minutes % of Services Delivered On Time Proportion of services delivered within set service standard time ≥ 95%
2. Service Quality Indicators Indicator Definition Target / Benchmark Error Rate in Service Delivery % of services delivered with errors or omissions ≤ 1% Complaint Resolution Rate % of complaints resolved within 5 working days ≥ 90% Repeat Visit Rate % of clients who return to correct an issue ≤ 5% Client Case Closure Rate % of service requests fully closed without escalation ≥ 98%
3. Customer Satisfaction Indicators Indicator Definition Target / Benchmark Overall Satisfaction Score Average score from exit surveys (scale 1–5 or 1–10) ≥ 80% satisfaction Net Promoter Score (NPS) Measures likelihood of recommendation ≥ +50 Accessibility Satisfaction Score on how easy it is for special groups to access services ≥ 75% Frequency of User Feedback % of users providing feedback voluntarily ≥ 10% of daily users
4. Digital Service Performance Indicators Indicator Definition Target / Benchmark Digital Uptake Rate % of users using online platform vs. in-person ≥ 60% System Uptime % of time the digital system is available ≥ 99% Form Completion Rate % of users who complete online forms without assistance ≥ 85% Online Service Completion Rate % of services fully completed online without needing physical visit ≥ 70%
5. Governance & Institutional Coordination Indicator Definition Target / Benchmark Inter-Agency Data Sharing Rate % of services that involve data shared between agencies ≥ 80% Staff Performance Score Based on regular evaluation checklist ≥ 85% Training Coverage Rate % of staff trained in the past 12 months 100% annually Budget Execution Rate % of allocated budget used effectively ≥ 90%
6. Equity and Inclusion Indicator Definition Target / Benchmark % of Services Accessed by Vulnerable Groups Including women, elderly, disabled, etc. Disaggregated and monitored Language Accessibility % of services available in multiple local languages ≥ 3 languages
Data Collection Methods • Automated Systems (customer r/n Management(CRM), ticketing, MIS) • Surveys (exit interviews, SMS polls) • Observation (mystery shopper, spot checks) • Focus Groups (periodic user feedback sessions) • Administrative Records (staff logs, budgets, etc.)
Evaluation Approach • Baseline Assessment: Before implementation • Midline Review: After 6–12 months • Endline Evaluation: Annually or biannually • Thematic Studies: Deep dives into specific services or groups
One-Stop Service Center User Satisfaction Survey Template SECTION 1: GENERAL INFORMATION (Optional) (Mark or fill in as appropriate) Question Response Options 1. Age Group ☐ Under 18 18–30 31–45 46–60 ☐ ☐ ☐ ☐ 60+ 2. Gender ☐ Male Female Other Prefer not to ☐ ☐ ☐ say 3. Type of Service Accessed Today ____________________________ 4. Mode of Access ☐ In person Online Phone Mobile app ☐ ☐ ☐
SECTION 2: SERVICE EXPERIENCE Please rate the following statements based on your experience today. 1 = Very Dissatisfied, 5 = Very Satisfied Question 1 2 3 4 5 5. The waiting time was acceptable. ☐ ☐ ☐ ☐ ☐ 6. The staff were helpful and professional. ☐ ☐ ☐ ☐ ☐ 7. The information provided was clear and complete. ☐ ☐ ☐ ☐ ☐ 8. The process was simple and easy to follow. ☐ ☐ ☐ ☐ ☐ 9. I received the service I came for. ☐ ☐ ☐ ☐ ☐ 10. Overall, I am satisfied with the service center. ☐ ☐ ☐ ☐ ☐
SECTION 3: DIGITAL SERVICES (if applicable) Question 1 2 3 4 5 11. The online platform was easy to use. ☐ ☐ ☐ ☐ ☐ 12. I found the service I needed online. ☐ ☐ ☐ ☐ ☐ 13. The platform was available and responsive. ☐ ☐ ☐ ☐ ☐
SECTION 4: OPEN FEEDBACK 1.What did you like most about the service center today? 2.What could be improved? 3.Any additional comments or suggestions?
SECTION 5: OVERALL RATING 17. How likely are you to recommend this service center to others? 1. ☐ Very Unlikely 2. ☐ Unlikely 3. ☐ Neutral 4. ☐ Likely 5. ☐ Very Likely
One-Stop Service Center Dashboard Layout 1. Summary KPIs (Top Row - Cards or Tiles) Each with color indicators (Green = Good, Yellow = Attention, Red = Critical) KPI Value Status 🚶 Visitors Today 485 🟢 ⏱ Avg. Service Time 11.2 min 🟡 😊 Satisfaction Score 89% 🟢 ❗ Complaints Resolved 92% 🟢 📱 Digital Access Rate 63% 🟢 ‍Staff On Duty 15 🟢
2. Service Flow Section (Graphs/Charts) A. Service Volume Over Time (Bar Chart) • X-axis: Time (by hour/day/week) • Y-axis: Number of transactions • Optional filter: by service type (ID, license, birth cert., etc.) B. Average Waiting Time by Hour (Line Chart) • Track peak congestion periods
3. Customer Feedback Section A. Satisfaction Score Trend (Line or Area Chart) • Over time (daily, weekly) B. Top Feedback Themes (Word Cloud or Pie Chart) • Based on open-ended feedback 4. Operational Status Section A. Digital vs. Physical Access (Doughnut Chart) • % of users by channel B. System Uptime (Gauge or Meter) • Uptime % with thresholds (e.g. 99.9% target) • C. Staff Utilization (Bar Chart) • Tasks per staff member
6. Alerts & Notifications Panel • 🔔 New unresolved complaints • ⚠️Services below threshold performance • 📌 Feedback requiring urgent response 7. Drill-down Tabs (Optional) Tabs or menu to view detailed tables: • By Service Type • By Age/Gender • By Channel (Mobile/Web/In- Person) • By Staff Member

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One_Stop_Service_Center_Training. For youpptx

  • 1.
    One-Stop Service Center (OSSC) Training BuildingEfficient, Transparent, and Citizen-Friendly Public Services
  • 2.
    Contents Chapter One -Introduction •Objectives • Service • OSSC • Benefits of OSSC • Service criteria Chapter Two- • Rervice standard, • warkflow, • process Mapping and • service Cataloge Chapter Three-Implementation • Verbal communication • customer Handling • Ethical condacts • Compliant Management • Time Management • Monitaring and Evaluation
  • 3.
    Objectives of theTraining • Understand the concept and purpose of OSSC • How to design and optimization process optimization • Learn the structure and operation of OSSCs • Identify roles and responsibilities of staff • verval communication in OSSC • Understanding of Ethical conducts in OSSC • Understanding ofCustomer hundling and Time Management in OSSC • Aspects of Monitoring and evaluation • Improve service delivery and citizen satisfaction
  • 4.
  • 5.
    What is service? •Walitti hidhamiinsa raawwii(transactional) ykn odeeffaannoo (informetoinal) Qaama Tajaajila kennuufi fudhatuu gidduu jiru kan ibsudha • Adeemsa dandeettiifi amala bu’uureffachuun fedhii tajaajilamaafi dhimmamaa guutuufi itti quufiinsa fiduuti • Raawwii qabatamaa fedhii tajaajilamaa bu’uura godhachuun yeroo, hammaa, qulqullinaafi baasiifi dudhaa irratti hundaa’uun kan dhiyaatudha
  • 6.
    Service..... • Aangoo seeraanadda bahee kenname naamusa ogummaafi gahuumsaan deeggaramee sadarkaaraawwii murtaa’een kan kennamuudha • Tajaajila mootummaa jechuun kan mootummaan mootummaaf (G2G), Mootummaan ummataaf(G2C), Mootummaan dhaabbilee dhuunfaaf (G2B) kan hammattudha
  • 7.
    To Identify servicefrom any activity... • Kan kennuufi fudhatu jiraachuu • yaa’insa hojii (AS Is and to be) • Guyyaa guyyaan kan raawwatamu ta’uu qaba (daily) • Yeroo, baasii, qulqullinaafi baay’inaan kan safaramu ta’uu qaba • Deebii kennamu (delivery) • iftoofinaafi gaafatamummaa kan qabu (Acc. and resp) • Customer centered
  • 8.
    What is aOne-Stop Service Center? • Is a physical or digital platform where multiple public services from various government agencies are delivered in a single location or through an integrated system. • Is a centralized facility that brings together diverse public services and administrative procedures under one roof to improve efficiency, accessibility, and citizen satisfaction by minimizing time, cost, and bureaucracy.
  • 9.
    Benefits of aOne Stop Service Center (OSSC) For Citizens / Service Users • Convenience • Access multiple services in a single location or platform. • Reduces the need to visit several offices. • Time and Cost Saving • Faster service delivery due to simplified procedures. • Cuts travel expenses and waiting times. • Transparency • Clear information on procedures, requirements, and fees. • Reduces corruption and informal payments.
  • 10.
    • Improved ServiceQuality • Standardized services reduce errors and confusion. • Better-trained staff handle services professionally. • Accountability • Easier to report problems and track service delivery. • Feedback mechanisms are often integrated.
  • 11.
    For Government /Service Providers Operational Efficiency • Streamlines processes and reduces duplication of efforts. • Saves administrative time and resources. Better Coordination • Promotes collaboration between different government agencies. • Integrates services that are interdependent. Data Management • Centralizes service data, aiding in planning and decision- making. • Enables digital tracking and reporting of services. Public Trust • Increases citizen satisfaction with government services. • Builds a positive image of government responsiveness. Scalability • Makes it easier to add new services or expand to other regions.
  • 12.
    Chapter Two • ServiceIdentification, • Standard, • Warkflow, • Process Mapping and • Service Cataloge
  • 13.
    1. Major Criteriain Service Identification for OSSC 1. Relevance to Public Needs • Services must address common and essential public demands (e.g., ID issuance, permits, tax payments). • Should prioritize high-demand and frequently requested services. 2. Legality and Mandate • The service must fall within the legal mandate of the government agency. • Only legally authorized services should be included.
  • 14.
    3. Feasibility andReadiness • Consider whether the service process is well-defined and digitizable. • Assess availability of skilled personnel, infrastructure, and technology. 4. Impact on Service Efficiency • Choose services whose inclusion will reduce time, cost, and effort for both the public and the government. • Prioritize services that can significantly reduce foot traffic at traditional offices. 5. Inter-agency Integration Potential • Services that involve multiple agencies but can be integrated into one workflow are ideal. • Look for services where coordination adds value to
  • 15.
    Cont... 6. Frequency ofUse • Select services that are requested regularly by the public (e.g., birth certificate, tax clearance). • Avoid rarely used or highly specialized services in early stages. 7. Standardizability • The service should follow clear, uniform procedures and documentation requirements. • Services with inconsistent practices are not suitable without reform.
  • 16.
    8. Trackability andMeasurability • The service should be measurable in terms of performance indicators (e.g., time taken, satisfaction, success rate). • Easy to monitor for accountability and improvement. 9. Affordability and Resource Use • Consider the cost-effectiveness of including the service. • Avoid services that require excessive investment unless they meet strategic goals.
  • 17.
    2. Service DeliveryStandard 1. Service Type 2. Responsible body/service provider 3. Service deliver level(time, cost, quality...) 4. Service delivery mode(physical, vertual, both) 5. Customer
  • 18.
    3. Business Workflow •A business workflow is a sequence of tasks or steps that are followed to complete a specific business process or service, often involving – Multiple people, – Systems, or – Departments. • A business workflow is – An organized, – Repeatable pattern of activities designed to accomplish a specific organizational goal, – Usually defined by rules, roles, inputs, and outcomes.
  • 19.
    Major Points ofwarkflow • Tasks/Steps: The individual actions or stages in the process • Actors: People, systems, or roles responsible for tasks • Inputs: Data or materials needed to start the process • Rules: Conditions or decisions that guide the flow • Outputs: Final result or service delivered
  • 20.
    Example: • For issuinga business license: – Customer submits application – Clerk verifies documents – Supervisor reviews and approves – License is printed and issued
  • 21.
  • 22.
    4. Service Mapping •Service Mapping is the process of breaking down a service into its components (steps, actors, inputs, and outputs) to understand how it flows from start to finish, enabling better delivery, monitoring, and improvement Steps to: • Service identification • Detail activity • Identify service mapping tools • Service Mapping
  • 23.
    Objectives of ServiceMapping: • Understand how a service is currently delivered • Identify inefficiencies, redundancies, or delays • Improve service quality, speed, and accountability • Define clear roles and responsibilities • Support digital transformation or OSSC integration
  • 24.
    5. Service Catalogue •A Service Catalogue is a structured document or system that lists all available public services provided at a center, including: 1. Service Names and descriptions 2. Customer Eligibility Criteria and Required documents 3. Processing time 4. Service charges (if any) 5. Regulations 6. service stages 7. Responsible agency or officer 8. Service Workflow Description 9. Step-by-Step Procedure 10.Contact Information or Responsible Desk
  • 25.
    Usage of Service Catalogue ForService Providers: Refer to the catalogue to answer customer questions. • Guide customers through the steps listed. • Ensure the service requirements are updated regularly.
  • 26.
    For Customers: Review servicesto understand what is available. • Prepare required documents before coming to the center. • Follow the steps outlined to complete service requests.
  • 27.
  • 28.
  • 29.
    Steps to VerbalCommunication in OSSC 1. Start with Courtesy/politeness Greet every customer warmly and professionally. Use polite expressions like "Welcome," "Please," and "Thank you." 2. Be Clear and Concise Speak slowly and clearly. Use simple, non-technical words unless necessary. Avoid long or confusing explanations. 3. Listen Attentively Do not interrupt while the customer is speaking. Show understanding through verbal cues like “I see” or “I understand.”
  • 30.
    Stay calm andrespectful, even if the customer is emotional or frustrated. Never raise your voice or sound defensive. 4. Maintain a Respectful Tone 01 Give correct and complete answers to all questions. If unsure, promise to find the answer and follow up quickly. 5. Provide Accurate Information 02 Acknowledge the customer’s concerns (e.g., “I understand this may be frustrating…”). Offer help in a supportive way. 6. Be Empathetic 03
  • 31.
    01 Ask thecustomer if they’ve understood the information provided. Encourage them to repeat key points to confirm clarity. 7. Ensure Mutual Understanding 02 Listen without judgment. Apologize sincerely when needed and explain the solution process. 8. Handle Complaints Professionally 03 Close the interaction on a positive note. Thank the customer and offer further assistance if needed. 9. End Politely
  • 32.
  • 33.
    Principles of CustomerHandling Principle Description Respect Treat every customer with dignity regardless of background. Clarity Provide clear, correct, and simple information. Empathy Show understanding and care for customer needs. Responsiveness Handle requests quickly and efficiently. Confidentiality Protect personal information shared during service.
  • 34.
    Steps to CustomerHandling Procedure Step 1: Greet the Customer • Use polite phrases: • “Good morning! How can I assist you today?” Step 2: Listen Actively • Maintain eye contact. • Avoid interrupting. • Ask clarifying questions if needed. Step 3: Identify the Service Need • Match the customer’s request to a listed service. • Guide them to the correct counter or staff.
  • 35.
    Step 4: ProvideClear Instructions • Explain documents required, steps to follow, and any fees. • Speak in the customer’s preferred language when possible. Step 5: Respond Professionally to Concerns • Remain calm and respectful even if the customer is upset/confused. • Never argue; instead, offer help or escalate if needed. Step 6: Close the Interaction Positively • Summarize what was done or what comes next. • Say thank you and encourage feedback.
  • 36.
    Handling Difficult SituationsIn OSSC Situation Recommended Response Angry customer Stay calm, listen, and empathize. Don’t take it personally. Language barrier Use common words or seek translation assistance. Complex or delayed service Explain reasons clearly; offer follow-up options.
  • 37.
    Do’s and Don’ts ✅Do ❌ Don’t Greet every customer Ignore or dismiss customers Maintain professionalism Argue or blame the customer Provide accurate and full information Mislead or give partial details Keep a calm tone under pressure Raise your voice or show frustration Offer solutions or options Say "I don’t know" without trying to help
  • 38.
    Other Challenges andSolutions • Challenge: Long wait times Solution: → Queue management system • Challenge: Poor coordination → Solution: Inter-agency MoUs/Service cateloge • Challenge: Low digital literacy Solution: → On-site assistance/universal counter • Challenge: System downtime → Solution: ICT backup plans/power redendent and data center
  • 39.
  • 40.
  • 41.
  • 42.
    Core Ethical Principles 1.Integrity – Uphold honesty and truthfulness 2. Impartiality – Treat all clients equally without bias 3. Accountability – Take responsibility for actions and decisions 4. Confidentiality – Protect client information
  • 43.
    Expected Conduct atthe OSSC • Arrive on time and fulfill duties diligently • Respect clients and fellow staff at all times • Provide accurate and timely information • Refrain from accepting gifts or favors
  • 44.
    Expected Conduct at theOSSC Arrive on time and fulfill duties diligently Respect clients and fellow staff at all times Provide accurate and timely information Refrain from accepting gifts or favors
  • 45.
  • 46.
    Misconduct to Avoid 1.Requesting or accepting bribes or kickbacks 2. Favoritism, nepotism, or misuse of authority 3. Disclosure of confidential information 4. Negligence or intentional delay in service
  • 47.
    Reporting and Accountability 1.Report unethical conduct to supervisors or ethics committee 2. Participate in regular ethics training 3. Cooperate with audits and performance reviews 4. Support a culture of integrity in the workplace
  • 48.
    • Verbal orwritten warnings • Administrative penalties or suspension • Termination of employment • Legal action in cases of corruption or abuse
  • 49.
    Consequences of EthicalViolations Verbal or written warnings Title Administrative penalties or suspension Title Termination of employment Title Legal action in cases of corruption or abuse Title
  • 50.
    Promoting Ethical Culture •Lead by example – Managers and staff alike • Encourage open dialogue and feedback • Reward ethical behavior • Include ethics in performance assessments
  • 51.
  • 52.
    Complaint Handling Processin OSSC • Step 1: Receiving Complaints Channels: Complaints can be submitted through: Face-to-face at the OSSC helpdesk Suggestion/complaint box Phone hotline Online portal or SMS • Staff must listen actively, remain calm, and record the complaint immediately.
  • 53.
    cont. Step 2: RegisteringComplaints • All complaints must be logged in the Complaint Registry System or manual logbook. • Capture the following: Customer name and contact Nature and category of complaint Date and time received Staff name receiving the complaint Step 3: Acknowledgement • Provide a receipt or case number to the complainant.
  • 54.
    Cont... Step 4: Assessmentand Resolution • Forward the complaint to the responsible unit or supervisor. • Investigate the issue within specified timelines (e.g., 3–5 working days). • Take corrective action if necessary. Step 5: Response to Customer • Inform the complainant of the outcome and resolution. • Use clear, respectful, and non-technical language. Step 6: Follow-up and Closure • Verify customer satisfaction if needed. • Mark the complaint as “resolved” in the system.
  • 55.
  • 56.
    Time Management Principles •Punctuality: Staff must begin and end duties on time. • Prioritization: Urgent and quick services should be handled efficiently. • Standardization: Each service should have a defined delivery time. • Automation: Use digital tools to minimize manual delays. • Monitoring: Track time data to inform decisions and improvements.
  • 57.
    Time Management Toolsin OSSC Tool Description Queue Management System (QMS) Assigns tokens and tracks waiting times Digital Timers at Counters Helps staff track service time per customer Appointment Booking System Allows citizens to choose specific times Customer Feedback Terminal Collects time-related complaints/suggestions Dashboard/Display Boards Shows live queue and expected waiting times
  • 58.
    Time Management Procedures Step1: Pre-Service • Greet customer, verify documents quickly • Use checklist to ensure readiness • Select correct service category and enter into the system Step 2: During Service • Follow SOPs to minimize delays • Keep service within allocated time • Ask for help if encountering technical issues
  • 59.
    Cont.... Step 3: Post-Service •Mark service as completed in the system • Guide customer to feedback section • Update queue status before next customer Performance Monitoring & Reporting • Daily: Track services completed vs. targets • Weekly: Compare average waiting and processing time • Monthly: Report top causes of delay and suggest solutions
  • 60.
    6. Monitoring andEvaluation In OSSC
  • 61.
    Key Performance Areas •Service Efficiency Average service delivery time Number of services delivered per day Queue and wait time/appointments service timeline • Service Quality – Accuracy and completeness of service – Complaint resolution rate – Staff courtesy and professionalism
  • 62.
    itti.... • User Experience –User satisfaction scores (via surveys) – Accessibility for vulnerable groups – User feedback and suggestions • Digital Integration – Percentage of services accessed online – System time period and digital service availability – Data accuracy and security • Governance and Management – Staff performance metrics – Budget execution and resource efficiency – Inter-agency collaboration effectiveness
  • 63.
    list of samplemonitoring and evaluation (M&E) indicators for a One-Stop Service Cente 1. Service Efficiency Indicators Indicator Definition Target / Benchmark Average Service Delivery Time Time taken to complete a service request from arrival to completion ≤ 15 minutes per service Number of Transactions per Day Total number of service requests handled daily 100–500 depending on size Queue Waiting Time Average time a client waits before being served ≤ 10 minutes % of Services Delivered On Time Proportion of services delivered within set service standard time ≥ 95%
  • 64.
    2. Service QualityIndicators Indicator Definition Target / Benchmark Error Rate in Service Delivery % of services delivered with errors or omissions ≤ 1% Complaint Resolution Rate % of complaints resolved within 5 working days ≥ 90% Repeat Visit Rate % of clients who return to correct an issue ≤ 5% Client Case Closure Rate % of service requests fully closed without escalation ≥ 98%
  • 65.
    3. Customer SatisfactionIndicators Indicator Definition Target / Benchmark Overall Satisfaction Score Average score from exit surveys (scale 1–5 or 1–10) ≥ 80% satisfaction Net Promoter Score (NPS) Measures likelihood of recommendation ≥ +50 Accessibility Satisfaction Score on how easy it is for special groups to access services ≥ 75% Frequency of User Feedback % of users providing feedback voluntarily ≥ 10% of daily users
  • 66.
    4. Digital ServicePerformance Indicators Indicator Definition Target / Benchmark Digital Uptake Rate % of users using online platform vs. in-person ≥ 60% System Uptime % of time the digital system is available ≥ 99% Form Completion Rate % of users who complete online forms without assistance ≥ 85% Online Service Completion Rate % of services fully completed online without needing physical visit ≥ 70%
  • 67.
    5. Governance &Institutional Coordination Indicator Definition Target / Benchmark Inter-Agency Data Sharing Rate % of services that involve data shared between agencies ≥ 80% Staff Performance Score Based on regular evaluation checklist ≥ 85% Training Coverage Rate % of staff trained in the past 12 months 100% annually Budget Execution Rate % of allocated budget used effectively ≥ 90%
  • 68.
    6. Equity andInclusion Indicator Definition Target / Benchmark % of Services Accessed by Vulnerable Groups Including women, elderly, disabled, etc. Disaggregated and monitored Language Accessibility % of services available in multiple local languages ≥ 3 languages
  • 69.
    Data Collection Methods •Automated Systems (customer r/n Management(CRM), ticketing, MIS) • Surveys (exit interviews, SMS polls) • Observation (mystery shopper, spot checks) • Focus Groups (periodic user feedback sessions) • Administrative Records (staff logs, budgets, etc.)
  • 70.
    Evaluation Approach • BaselineAssessment: Before implementation • Midline Review: After 6–12 months • Endline Evaluation: Annually or biannually • Thematic Studies: Deep dives into specific services or groups
  • 71.
    One-Stop Service CenterUser Satisfaction Survey Template SECTION 1: GENERAL INFORMATION (Optional) (Mark or fill in as appropriate) Question Response Options 1. Age Group ☐ Under 18 18–30 31–45 46–60 ☐ ☐ ☐ ☐ 60+ 2. Gender ☐ Male Female Other Prefer not to ☐ ☐ ☐ say 3. Type of Service Accessed Today ____________________________ 4. Mode of Access ☐ In person Online Phone Mobile app ☐ ☐ ☐
  • 72.
    SECTION 2: SERVICEEXPERIENCE Please rate the following statements based on your experience today. 1 = Very Dissatisfied, 5 = Very Satisfied Question 1 2 3 4 5 5. The waiting time was acceptable. ☐ ☐ ☐ ☐ ☐ 6. The staff were helpful and professional. ☐ ☐ ☐ ☐ ☐ 7. The information provided was clear and complete. ☐ ☐ ☐ ☐ ☐ 8. The process was simple and easy to follow. ☐ ☐ ☐ ☐ ☐ 9. I received the service I came for. ☐ ☐ ☐ ☐ ☐ 10. Overall, I am satisfied with the service center. ☐ ☐ ☐ ☐ ☐
  • 73.
    SECTION 3: DIGITALSERVICES (if applicable) Question 1 2 3 4 5 11. The online platform was easy to use. ☐ ☐ ☐ ☐ ☐ 12. I found the service I needed online. ☐ ☐ ☐ ☐ ☐ 13. The platform was available and responsive. ☐ ☐ ☐ ☐ ☐
  • 74.
    SECTION 4: OPENFEEDBACK 1.What did you like most about the service center today? 2.What could be improved? 3.Any additional comments or suggestions?
  • 75.
    SECTION 5: OVERALLRATING 17. How likely are you to recommend this service center to others? 1. ☐ Very Unlikely 2. ☐ Unlikely 3. ☐ Neutral 4. ☐ Likely 5. ☐ Very Likely
  • 76.
    One-Stop Service CenterDashboard Layout 1. Summary KPIs (Top Row - Cards or Tiles) Each with color indicators (Green = Good, Yellow = Attention, Red = Critical) KPI Value Status 🚶 Visitors Today 485 🟢 ⏱ Avg. Service Time 11.2 min 🟡 😊 Satisfaction Score 89% 🟢 ❗ Complaints Resolved 92% 🟢 📱 Digital Access Rate 63% 🟢 ‍Staff On Duty 15 🟢
  • 77.
    2. Service FlowSection (Graphs/Charts) A. Service Volume Over Time (Bar Chart) • X-axis: Time (by hour/day/week) • Y-axis: Number of transactions • Optional filter: by service type (ID, license, birth cert., etc.) B. Average Waiting Time by Hour (Line Chart) • Track peak congestion periods
  • 78.
    3. Customer Feedback Section A.Satisfaction Score Trend (Line or Area Chart) • Over time (daily, weekly) B. Top Feedback Themes (Word Cloud or Pie Chart) • Based on open-ended feedback 4. Operational Status Section A. Digital vs. Physical Access (Doughnut Chart) • % of users by channel B. System Uptime (Gauge or Meter) • Uptime % with thresholds (e.g. 99.9% target) • C. Staff Utilization (Bar Chart) • Tasks per staff member
  • 79.
    6. Alerts & NotificationsPanel • 🔔 New unresolved complaints • ⚠️Services below threshold performance • 📌 Feedback requiring urgent response 7. Drill-down Tabs (Optional) Tabs or menu to view detailed tables: • By Service Type • By Age/Gender • By Channel (Mobile/Web/In- Person) • By Staff Member