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One Stop Shop in Catalonia

From EPSA - European Public Sector Award

This new relationship model between businesses and government aimed at facilitating economic activity is based on confidence in entrepreneurs and is focused on reducing administrative burdens and bureaucracy. It is a change of direction in which the company should be placed in the spotlight of public policy and not the other way around. This new approach has involved a transformation of the legal framework as well as a wide technological change, but above all it is an internal organisational change that causes a real cultural change of the administration compared to how it is traditionally understood.

The government has achieved this change of direction through two plans for the implementation of the One Stop Shop, with the following methodology: 1. Rationalisation and simplification of government proce- dures in order to eliminate unnecessary administrative burdens. The project team has eliminated 80 procedures and simplified 68% of those remaining. 2. Implementation of the One Stop Shop (OSS) as a reference point for entrepreneurs and corporations when dealing with government bodies, with the following characteristics: • Integration of services and unified processing of all procedures required by companies throughout their life cycle, regardless of the government authority responsible: State, regional or local.

• Multi-channel: the online channel is prioritised, but entrepreneurs can choose other channels. • Standardisation and homogenisation management throughout the region: the same processing for the same activity in all 947 municipal councils in Catalonia. • Speed and efficiency: less administrative costs for businesses as it is not necessary to wait for any answer and they can begin their business as soon as the communication is made. • Networking: collaborative service provision model.

So, Catalonia has now a fully operational One Stop Shop, with 524 procedures included in its catalogue, which provides entrepreneurs and companies with comprehensive multichannel services for all levels of government. This means that processing takes place at a single point, and ensures that procedures are swift and proficient. In order to implement the OSS, it has been necessary to create several technological resources. We can highlight the OSS website, designed to help entrepreneurs with their administrative procedures, regardless of the government body responsible. The website includes an innovative online tool based on a series of questions that help to define and inform about the necessary procedures, the order in which they have to be carried out, requirements, documents needed, forms and fees. This large scope project affects all authorities responsible for the legalisation of activities as well as authorities with transversal responsibilities on IT issues or technical regulations of the different levels of government. This has been made possible thanks to the approval by the Parliament of Catalonia of Law 16/2015 on Administrative Simplification that covers three key issues: 1) Minimal administrative involvement in business start-ups. 2) The OSS model to be implemented in Catalonia. 3) The information system to remove obstacles to access to business. These procedures apply to a set of activities with no or low risk that account for 75% of all economic activity and benefit 435.000 companies/corporations and almost 1.5 million workers.


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Award info
Award category: new solutions to complex challenges - regional level
Award type: nominee
Award year: 2017
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Integration of services, multi-administration, multi-channel, standardisation, speed and efficiency, networking
Short English description: This new relationship model between businesses and government aimed at facilitating economic activity is based on confidence in entrepreneurs and is focused on reducing administrative burdens and bureaucracy. It is a change of direction in which the company should be placed in the spotlight of public policy and not the other way around. This new approach has involved a transformation of the legal framework as well as a wide technological change, but above all it is an internal organisational change that causes a real cultural change of the administration compared to how it is traditionally understood
Further information
Organisation: Regional Government of Catalonia, Ministry of Business and Knowledge, Business Management Office
Other applicants:
Homepage: http://canalempresa.gencat.cat/ca/fue
Level of government: regional level
Size of organisation: >100
Number of people involved: >15
Country: Spain
EU membership: EU member
Language code: en
Start date:
End date:


One Stop Shop in Catalonia (41.3817008, 2.1609684000000015)
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