The One Stop Shop: the path towards an only Public Administration addressed to citizens?

Abstract

The One Stop Shop must be regarded as a tool for the modernization of Public Administrations, as it approaches the administration to the citizenship and it provides it with better services, by means of the introduction of effectiveness, efficiency and economy criteria in the management of administrative procedures. This article deals with the implementation and the surveillance of the One Stop Shop in the towns of the Madrid Region in more than 5.000 inhabitants. In order to do so, we will first approach the context of change and modernization in which this new tool of management is involved. Then we will focus on the implementation of the One Stop Shop in the Madrid Region, by reviewing the main initiatives in this process. Finally, we will analyse the question answered by Municipalities in the Framework Convention.