The importance of the one-stop shop and the citizen space in the public sphere

Abstract

It is imperative to rethink a public service model that both responds to individual and societal needs and facilitates the emergence of collaborative value. Faced with volatile, complex and uncertain contexts, public organizations are called upon to transform their methods and strategies in order to better serve citizens who are increasingly demanding, more informed and more digital, under the aegis of the concepts of viability and self-sustainability.

Contributing to this challenge are interactions, experiential practices, interconnectivity, in their multiple ecosystemic stratifications at micro, meso and macro levels. Everything is ecosystemically interconnected, which expands the opportunities for all players to come up with innovative solutions.

Under the broad umbrella of the Service Dominant Logic (S-DL) paradigm, we identify the new Public Policie Administration model by reading its ontognoseological representation and its impact on economic and social contexts. The Municipal Public Service Point and the Citizen Space are two strategic proposals with a high impact on societal value.

The public service is a construct of emerging practices, it is a systemic locus of experiences, a transformative laboratory, in which all actors who are directly or indirectly involved through institutional arrangements are summoned, generating integrative and collaborative value - which results from the combination of integrated resources (resourceness) -, in an open and expansive context. Those with human capital (skills, knowledge and motivation) transpose them to the field through interactions and experiential practices, and may or may not intentionally generate value.

The public service models represented by the One Stop Shop (OSS) and the Citizen's Space are two innovative government proposals, modern in the area of administrative modernization, which have emerged as a response to the new challenge posed to public service innovation in its many aspects, paving the way for the establishment of value co-creation.

The Service ecosystem is the service paradigm that fits this new model, a multi-granular and multi-dimensional construct that is fully based on the affirmation of the collaborative model of experiential and interactive value.