Study Visit to Mongolia and Viet Nam Reveals Important Lessons for Myanmar

Jul 3, 2015

Members of the Myanmar delegation visit the one stop shop in da Nong, Viet Nam Photo: Shobhna Decloitre/UNDP

[Ha Noi, Viet Nam – July 3] The establishment of one stop shops in Myanmar can put people at the centre of service delivery and bring greater efficiency and transparency. However clear guidelines, appropriate infrastructure and trained personnel are key to ensure its success.

A group of 31 Myanmar officials who completed a study visit to Mongolia and Viet Nam, came to this conclusion after spending an intense 10 days visiting one stop shops in various localities, at different administrative levels and meeting officials who have designed and implemented the one stop shops.

One stop shops are government offices, where different government departments are located under one roof to provide an efficient and transparent customer focused public services. Myanmar government has as a first step committed to create 15 combined government offices (one in each state and region plus Nay Pyi Taw council). Also part of the first step is 72-74 public service delivery offices (one stop shops) opening up at District capital level. As a second step, one stop shops will be created in the remaining 258 townships.

One stop shops have been implemented in Mongolia since 2007 and in Vietnam since 1997 across all levels of government.

“Myanmar is poised at a unique position to benefit from the one stop shop paths Vietnam and Mongolia have taken. We can learn from their lessons and put in place a system that best serves the needs of the people of Myanmar. The General Administration Department, Land record and settlement Department, Department for Public Health, Department for Transportation, Department for rural department, Revenue department and Department for Immigration and population have agreed to start. What is urgently needed is capacity development and trainings for the staff that will work in the one stop shops,” said Deputy Director General of the General Administration Department, and the team leader of the Myanmar delegation, U Tin Myint said.

“We have already conducted some initial surveys in areas where one stop shops will be implemented to determine the services most needed by the people in addition to the basic services such as civil registration which will be provided in every one stop shop,” said U Tin Myint.

In Vietnam, the one stop process first started in Ho Chi Min City and later expanded to all provinces and lower levels of local government under the leadership of the Ministry of Home Affairs. The one stop shops were part of a greater decentralization and public administration reform process of Viet Nam to enhance performance of civil servants and to attract foreign investment in a country transitioning from communist rule. In Mongolia, one stop shops were also established as the country started its path to democratic governance and an open market economy. In Mongolia, the one stop shop initiative was spear headed by a non government organization, under the leadership of a government committee led by the Cabinet office.

In both countries, one stop shops have been followed by e government, where people can access multiple services and provide feedback using computerized systems placed within easy access.

“The e government set up in both Mongolia and Viet Nam required massive capital investments. Such investment is needed to leap frog onto the level of e government,” said the Deputy Director General from President’s Office (no 6), U Bharat Singh, who was part of the delegation.

The Myanmar delegation of 31 also includes the Deputy Director General from the Ministry of Immigration and Population, U Than Naing Tun as well as 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; Ministry of Environmental Conservation  and Forestry; Ministry of Finance; and Ministry of Information, Communication and Technology and  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 are six township development committee members, recipients of President U Thein Sein’s prize for excellence.

“One stop shops will be great and will save people so much time and money in going from different offices to get official work done.  However, one stop shops will only work if government selects the right staff, provides the right training and guidelines and salaries,” said U Hla Han, Chairperson of Township Development Support Committee in Monywa, Sagaing Region.

The one stop shop study visit has been organised and supported by the United Nations Development Programme (UNDP) under its local governance programme. 

“Throughout the study visit, the delegation has asked many questions, sought clarifications and genuinely tried to understand how such systems would work in Myanmar. Many see the benefit of one stop shops but also recognize that strong leadership is required to take this forward. The members of the delegation will become champions of one stop shops in their offices and areas. As one stop shops are developed and implemented in Myanmar, the members of the delegation will serve as an important reference group,” said Ms Anki Dellnas, Local Development and Governance Specialist from UNDP.

The study tour concluded today.


Contact information

Shobhna Decloitre
Communications Specialist

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