Good Practices and Innovations in Public Governance 2003-2011
Good Practices and Innovations in Public Governance 2003-2011 Good Practices and Innovations in Public Governance 2003-2011
Good Practices and InnovATIONS in Public Governance 2003 UNPSA Winners Category 1: Improvement of Public Service Results Region Country Initiative Description Pg Asia and Singapore Infocom Development Building confidence amongst businesses and 399 the Pacific Authority, TrustSg Programme consumers so as to spur e-Commerce growth Europe and North Am. Greece Call Centre 1502, Ministry of Interior Obtaining official documents made easy by integrating services into a “One-Call-Shop” 402 Latin Am., Caribbean Bolivia National Customs Services of Bolivia Introducing a client oriented service culture by reforming the country’s Custom Administration 404 Western Asia Oman Cleanliness of Muscat Municipality Dealing with the issue of urban cleanliness by providing and maintaining municipal services 406 Category 2: Improvement of the Quality of the Public Service Process Region Country Initiative Description Pg Europe and Spain Ayuntamiento de Alcobendas, Improving relationships between citizens and the 408 North Am. Local Council of Alcobendas municipal govt. by launching an online portal Latin Am., Caribbean Mexico Integral Family Development System of Tamaulipas State Creating a govt. entity to coordinate and monitor the hydraulic policy, addressing water shortages 410 Western Asia Egypt The Ministry of State for Admin. Development (MSAD) Providing faster service to citizens by Automating Service Request procedures 412 Category 3: Innovations Initiatives in the Public Service Region Country Initiative Description Pg Africa Zambia Patents and Companies Reducing business cost by privatizing the Patents and 415 Registration Office (PCRO) Companies Registration Office Asia and the Pacific Republic of Korea Public Procurement Service Introducing an electronic procurement system to improve procurement services’ efficiency 417 Europe and North Am. Canada Neighborhood Integrated Service Team (NIST), Vancouver Empowering citizens by integrating services at city level to address difficult community issues 419 Europe and North Am. Italy Efficiency in Admin. (PADEA) Department for Public Admin. Creating a Department open to innovation in public administration 421 Latin Am., Caribbean Chile Servicio de Impuestos Internos (SII), Internal Revenue Service Innovating the tax system so that filing taxes becomes easier and less costly for all citizens 423 Western Asia Lebanon Education Centre for Research and Development, Lebanon Reforming educational structures and creating an educational centre to respond to changing needs 425 xxii
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<strong>Good</strong> <strong>Practices</strong> <strong>and</strong> InnovATIONS <strong>in</strong> <strong>Public</strong> <strong>Governance</strong><br />
<strong>2003</strong> UNPSA W<strong>in</strong>ners<br />
Category 1: Improvement of <strong>Public</strong> Service Results<br />
Region Country Initiative Description Pg<br />
Asia <strong>and</strong> S<strong>in</strong>gapore Infocom Development<br />
Build<strong>in</strong>g confidence amongst bus<strong>in</strong>esses <strong>and</strong><br />
399<br />
the Pacific<br />
Authority, TrustSg Programme consumers so as to spur e-Commerce growth<br />
Europe <strong>and</strong><br />
North Am.<br />
Greece Call Centre 1502,<br />
M<strong>in</strong>istry of Interior<br />
Obta<strong>in</strong><strong>in</strong>g official documents made easy by <strong>in</strong>tegrat<strong>in</strong>g<br />
services <strong>in</strong>to a “One-Call-Shop”<br />
402<br />
Lat<strong>in</strong> Am.,<br />
Caribbean<br />
Bolivia<br />
National Customs<br />
Services of Bolivia<br />
Introduc<strong>in</strong>g a client oriented service culture by<br />
reform<strong>in</strong>g the country’s Custom Adm<strong>in</strong>istration<br />
404<br />
Western<br />
Asia<br />
Oman<br />
Cleanl<strong>in</strong>ess of<br />
Muscat Municipality<br />
Deal<strong>in</strong>g with the issue of urban cleanl<strong>in</strong>ess by<br />
provid<strong>in</strong>g <strong>and</strong> ma<strong>in</strong>ta<strong>in</strong><strong>in</strong>g municipal services<br />
406<br />
Category 2: Improvement of the Quality of the <strong>Public</strong> Service Process<br />
Region Country Initiative Description Pg<br />
Europe <strong>and</strong> Spa<strong>in</strong> Ayuntamiento de Alcobendas, Improv<strong>in</strong>g relationships between citizens <strong>and</strong> the 408<br />
North Am.<br />
Local Council of Alcobendas municipal govt. by launch<strong>in</strong>g an onl<strong>in</strong>e portal<br />
Lat<strong>in</strong> Am.,<br />
Caribbean<br />
Mexico<br />
Integral Family Development<br />
System of Tamaulipas State<br />
Creat<strong>in</strong>g a govt. entity to coord<strong>in</strong>ate <strong>and</strong> monitor the<br />
hydraulic policy, address<strong>in</strong>g water shortages<br />
410<br />
Western<br />
Asia<br />
Egypt<br />
The M<strong>in</strong>istry of State for Adm<strong>in</strong>.<br />
Development (MSAD)<br />
Provid<strong>in</strong>g faster service to citizens by<br />
Automat<strong>in</strong>g Service Request procedures<br />
412<br />
Category 3: <strong>Innovations</strong> Initiatives <strong>in</strong> the <strong>Public</strong> Service<br />
Region Country Initiative Description Pg<br />
Africa Zambia Patents <strong>and</strong> Companies<br />
Reduc<strong>in</strong>g bus<strong>in</strong>ess cost by privatiz<strong>in</strong>g the Patents <strong>and</strong> 415<br />
Registration Office (PCRO) Companies Registration Office<br />
Asia <strong>and</strong><br />
the Pacific<br />
Republic<br />
of Korea<br />
<strong>Public</strong> Procurement Service<br />
Introduc<strong>in</strong>g an electronic procurement system<br />
to improve procurement services’ efficiency<br />
417<br />
Europe <strong>and</strong><br />
North Am.<br />
Canada<br />
Neighborhood Integrated Service<br />
Team (NIST), Vancouver<br />
Empower<strong>in</strong>g citizens by <strong>in</strong>tegrat<strong>in</strong>g services at city<br />
level to address difficult community issues<br />
419<br />
Europe <strong>and</strong><br />
North Am.<br />
Italy<br />
Efficiency <strong>in</strong> Adm<strong>in</strong>. (PADEA)<br />
Department for <strong>Public</strong> Adm<strong>in</strong>.<br />
Creat<strong>in</strong>g a Department open to <strong>in</strong>novation<br />
<strong>in</strong> public adm<strong>in</strong>istration<br />
421<br />
Lat<strong>in</strong> Am.,<br />
Caribbean<br />
Chile<br />
Servicio de Impuestos Internos<br />
(SII), Internal Revenue Service<br />
Innovat<strong>in</strong>g the tax system so that fil<strong>in</strong>g taxes becomes<br />
easier <strong>and</strong> less costly for all citizens<br />
423<br />
Western<br />
Asia<br />
Lebanon<br />
Education Centre for Research<br />
<strong>and</strong> Development, Lebanon<br />
Reform<strong>in</strong>g educational structures <strong>and</strong> creat<strong>in</strong>g an<br />
educational centre to respond to chang<strong>in</strong>g needs<br />
425<br />
xxii
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