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Administrative Reform in Hungary: One-Stop-Shop Government Windows as the Initiation of Equal Access to Public Services

From EPSA - European Public Sector Award

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Hungary launched a structural reform programme focusing on the renewal of territorial public administration in 2011. A key objective of the reform was to build a system of client-focused public administration which resulted in the establishment of governmental integrated one-stop-shop customer service centres called Government Windows (Kormányablak).

The rationale behind the Government Windows network was to increase the efficiency of service provision by means of achieving economies of scale to ensure that service standards are uniform across service areas and geographical regions and to improve the client/customer oriented character of administrative services.

Another proclaimed goal of setting up Government Windows was to ensure that public service delivery points – there are currently more than 2000 nation-wide – shall be found within a short distance from the client’s home and work. Government Windows have the same outward image (concerning furniture, clothes etc.) and run operations. Clients may submit several types of applications at the same time and place, which previously should have been submitted to different authorities.

The first 29 Government Windows were opened on 3 January 2011 in county towns, county-level towns, in Budapest and Pest County. At the beginning 30 different types of public administrative procedures (cases) were available. An important aim was to offer business- and customer-friendly services. Government Windows thereby provide access to the central eGovernment platform (called “Client Gate”), and help clients to fill in electronic forms. Civil servants working in Government Windows also inform and advise clients on the process of administrative procedures as well as deal with and forward clients’ requests and the attached documents.

The so-called second generation Government Windows were first introduced on 1 October 2013. These service centres are capable of issuing certain State documents, something that was previously done, solely, in Document Offices. One-stop-shop administration is implemented through the integration of former Document Offices with other authorities. The number of Government Windows has been increasing ever since. In September 2015 Hungary had more than 140 Government Windows. The overall project aims at establishing altogether, about 300 Government Windows on county and lower district level by the end of 2015.

Government Windows can process currently altogether, 423 different types of cases and there are complementary services available in further 10 areas. This portfolio is being constantly increased to a planned 2000+ delegated tasks which will embrace the whole public sector, including immigration, industry, agriculture, employment and welfare benefits, environmental protection, customer protection etc.

One-stop-shop services should also be accessible not only in government offices, but “brought to the door”– especially for the disabled, the infirm and the elderly, by “township agents”, who are civil servants empowered to offer a certain set of public services on the spot. The planned mobile offices (Mobile Government Windows) will make public administration available and accessible for a wider proportion of the population all over the country.

The Prime Minister’s Office is responsible for the management and implementation, coordination and supervision of the Government Windows network as well as for the respective legal framework. In summary, the ultimate objective of modernising territorial public administration is to have satisfied citizens and clients by implementing genuine one-stop-shop administration.

Award info
Award category: the public sector as partner for a better society - european, national and regional level
Award type: diploma
Award year: 2015
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Government windows, government integrated customer service offices
Short English description: Hungary launched a structural reform programme focusing on the renewal of territorial public administration in 2011. A key objective of the reform was to build a system of client-focused public administration which resulted in the establishment of governmental integrated one-stop-shop customer service centres called Government Windows (Kormányablak).
Further information
Organisation: Prime Minister’s Office of Hungary
Other applicants:
Homepage: http://kormanyablak.hu/hu
Level of government: national level
Size of organisation: >100
Number of people involved: >15
Country: Hungary
EU membership: EU member
Language code: en
Start date:
End date:


Administrative Reform in Hungary: One-Stop-Shop Government Windows as the Initiation of Equal Access to Public Services (47.5074758, 19.0466934)
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