Myanmar Officials Learn from One Stop Shop Study Visit to Mongolia

Jun 28, 2015

Visiting a one stop shop in Tuv aimag. Mon Mon Thein (R) looks at a Frequently Asked Questions booklet on one stop shop operations as Deputy Director General U Bharat Singh from President’s Office (no 6) and Deputy Director General U Than Naing Tun, Ministry of Immigration and Population look on. Photo: Shobhna Decloitre/UNDP Myanmar

[Ulaanbaatar, Mongolia - June 28] Myanmar officials on a study visit to Mongolia had a first-hand experience of one stop shops operations in rural and urban settings, and in large provincial centres as well as the smallest communities.

The first one stop shops were set up in Mongolia in 2007 as part of the Government’s democratization and decentralization reforms which aimed to bring public services closer to the people in a more equitable, efficient, and transparent manner. Today there are a total of 194 one stop shops at all levels: province (aimag), counties (soums), districts (duuregs) and sub district (Khoroos). Citizens can now access services such as civil registration; land registration; banking and notary; social insurance; and social welfare under one roof. Systems are also in place to gather citizens’ suggestions and complaints relating to public services.

Over a period of five intense days the delegation from Myanmar, composed of civil servants and civil representatives from the township committees that received the President’s award for best performing township committees, met with senior government officials in charge of designing and implementing the 194 one stop shops now operational in Mongolia.

“In its effort to improve service delivery and enhance transparency the Myanmar government has allocated a budget to set up combined offices hosting several departments. On the first floor there will be one stop shops in 72-74 districts in Myanmar as a first step during 2015. The study visit to Mongolia has provided us with very useful information and good insights on what is important to think about regarding organizational matters, design and daily operations of one stop shops. In our meetings with Mongolian government officials at both central and subnational level, we have learnt that one stops shops have brought greater efficiency and transparency in service delivery and enabled the government to be more responsive to people’s needs. We have also learnt about the changes civil servants need to make in order to better serve the public.  We have agreed with the Mongolian government to continue to work together under the umbrella of south-south collaboration,” said U Tin Myint, the delegation leader, Deputy Director General from the Union General Administration Department, under the Ministry of Home Affairs.

The United Nations Development Programme (UNDP), together with the General Administration Department earlier this year completed its nationwide local governance mapping which took stock of how people in Myanmar accessed public services. Over 6000 people were interviewed in the mapping exercise.

“The mapping highlighted several challenges in horizontal coordination between departments, in collecting and sharing data, transparency, people’s access to information and efficiency in public service delivery at local levels. One stop shops is an important initiative from the Government to address these challenges and improve service delivery, coordination, transparency and information sharing. The study visit in Mongolia has revealed several good practices in these areas that also could be replicated in Myanmar. It is impressive to witness how dedicated the delegation has been in learning from the Mongolian experience on how to set up and implement well-functioning one stop shops and improve service delivery at the local level,” said Anki Dellnas, UNDP’s Local Development and Governance Specialist accompanying the study tour.

One stop shops are service centres through which different departments of government provide a range of public services under one roof. Such model provides a win-win solution for both citizens and government as it provides efficient services with better coordination, lower overhead costs and greater transparency.  In Myanmar, the Union Government has announced the set-up of combined offices and One stop shops as an important part with highest priority, of its ongoing public sector reform.  

The Myanmar delegation, led by U Tin Myint, Deputy Director General of General Administration Department is accompanied by Deputy Director General U Bharat Singh from President’s Office (no 6), Deputy Director General U Than Naing Tun, Ministry of Immigration and Population and a wide range of senior civil servants from the General Administration Department; Immigration Department, Ministry of Health, Ministry of Education, Ministry of Agriculture and Irrigation state/region government representatives from Ayeyarwady, Bago, Chin, Shan, Kayah, Kayin, Kachin, Magway, Mandalay, Nay Pyi Taw, Mon, Sagaing, Tanintharyi and Yangon. Also part of the delegation is six civilians, who are members of the township committees that were awarded the President’s prize for excellence.

The President of Myanmar, H.E. U Thein Sein will pay a three-day state visit to Mongolia starting Sunday June 28. This is the first state level visit since the two countries established diplomatic relations in 1956 and will have great importance in boosting Myanmar-Mongolia relations.

From Mongolia, the study tour continues onto Vietnam, where one stop shops have been operating since 20 years. The study tour concludes on July 3.

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