P e e r - t o - P e e r L e a r n i n g R e g i o n a l W o r k s h o p o n O n e - D o o r - S e r v i c e C e n t e r s

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P e e r - t o - P e e r L e a r n i n g R e g i o n a l W o r k s h o p o n O n e - D o o r - S e r v i c e C e n t e r s

PROGRAMME 4 August 2021 , Wednesday, 8 : 30 am– 13 : 15 pm ( Lao Time)

08:30 – 08:50 Opening remarks

Ove rall Mode rator: Ms . Adriana Alberti, M r . Bokyun Shim and M r . Jonas Rabinovitch, DPIDG /UN DESA

H . E. M r. T ho n gcha n M a n ixay , M ini ster of Home A ffai r s, La o PDR

Ms . R ica rda R ie ge r , Re si de n t Coordi n a t or a. i. , Un it e d Na ti on s Of fi c e i n La o PDR

M r . J uwa n g Z h u , Dire ct or , Di vi s i on for P u bli c I n stitut i on s an d Di gital

Govern ment ( DPI DG ), U N De par tment of Ec on om ic an d Soc i al A ffa ir s ( U N DESA )

08:50 – 09:00

Overview Presentation on One Door Service Centers

Mr. Laty Phimmachack, Deputy Director General, Depa rtment of Loc al A dmi ni st r ati on, M in i str y of Home A ffai r s ( M OHA ), La o PDR

09:00 – 09:25

Overview Presentation on International Experiences of One Door Service Centers

M r . Aslam Alam , C ha i rm an an d Exe cut i ve Di rect or ,

Bangladesh Institute for Information Literacy and Sustainable De vel opment , Ba ngl a de sh

09:25 – 09:45

Round-table Discussion

Session 1: Critical Role of Leadership for Effective One-Door-Service Centers (ODSCs)

M ode ra to r : Ms. Ad r ia na Albe rt i , C hie f, Pr ogr a mme

Management and Capacity Development Unit, Division for Public Institutions and Digital Government ( DPIDG) UN Department of Economic and Social Affairs ( UN DESA) Panelists:

M r . Abdul Al iye v , Hea d, Inter na ti on al Relati on s

Depa rtment, The State A gen cy for Pu bl ic Se r vice an d

Social Innovations under the President of the Republic of Azer ba ij an , Azer ba ij an

M r . Jame s B u ye kane , C EO, Hu duma K eny a Pr ogr am me, Kenya

Ms . Vu Th i K im C h i , Se ni or De puty Di rect or, Qu an g Ni nh In ve stment Pr om oti on A gen c y, Vietn am

Que stions to Panelists: ( 15 mins)

Aze rbaijan, Ke nya, and Vie tnam: ( 5 minute s per country)

How has the support from the highest level of

gove rn m e n t ( pr i m e m i ni st e r, pr e si de n t, or m i ni st e rs) influenced the functional implementation and

imp rove ment of one- stop shops for service delivery?

What concrete decisions from the national leadership facilitated inclusive and effective service delivery?

Wha t w er e t he key pi llars of your coun try’ s stra t e gy a n d roadmap for effective and inclusive service delivery?

09:45– 10:05

Q & A for Session 1

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10:05 – 10:30

Session 2: Institutional Coordination

M ode ra to r: M r . B oky u n S h im , He ad, UN Pr oje ct Office on G ov erna nce ( U NPOG ), DPIDG/ UN DESA

Panelists :

M r . Jame s B u ye kane , C EO, Hu duma K eny a Pr ogr am me, K eny a

Ms . J u ny K im , D ire ct or Gener al, G over nment C om pl ai nts C ou n seli ng Center , A nti - C or ru pti on an d C i vil Ri ght s C omm i ssi on , Re pu bl ic of K orea

Ms . Vu Th i K im C h i , Se ni or De puty Di rect or, Qu an g Ni nh In ve st ment Pr om oti on A gen c y, V ietnam

M r . M ah ammadal i K h udave rd iy e v , He ad of D i vi si on, State A ge ncy for Pu bli c Service and Social Innovations under the President of the Republic of

Azer ba ij an , Azer ba ij an

M r . An ir C howd h u ry , Pol ic y A dvi sor, A spire t o Inn ovate ( a 2 i ) Pr ogr am me, Ca binet Di vi si on an d IC T Di vi si on, B an gla de sh

Que stions to Panelists: ( 24 mins)

Ke nya, Republic of Korea, and Vie tnam: ( 6 minute s per country)

The moderator poses the three questions and then each country responds all three of them.

How does institutional coordination facilitate in practice the successful

operat ion of y our coun try’ s On e - S top- S hop syst e m a n d w ho is r e sponsi ble f or coordination?

How did you promote collaboration mechanisms among government officials?

How did you succeed to integrate front office operations with the necessary back- office coordination and what were the main steps?

Aze rbaijan and Banglade sh: ( 6 minute s in total)

What are some examples of effective strategies and innovative practices you have utilized in your country for coordination from the national to local level to enhance public service delivery?

Wha t challen ge s di d you fac e, how di d you overc om e t he m an d w hat are t he lessons learned?

10:30– 10:45

Q & A for Session 2

10:45– 10:55 Break (10 min)

10:55– 11:40

Session 3: Structural Organization, Processes, Digitization and

Financing of One Stop Shops

Moderator: Mr. Jonas Rabinovitch , Senior Advisor on Innovation and Public Ser vi ce Del i ver y , DPI DG/ UN DE SA

Panelists:

Ms . J u ny K im , D ire ct or Gener al, G over nment C om pl ai nts C ou n seli ng Center , A nti - C or ru pti on an d C i vil Ri ght s C omm i ssi on , Re pu bl ic of K orea

Ms . Le e Mu i L in g , Se ni or Di re ctor, Se r vi ce Del i ver y, Pu bli c Se c tor

T ran sfor mat i on , of the Pu bl ic Ser vi ce Di vi si on u n der the P ri me M in i ster ’ s Offi ce, Singapore

M r . Abdul Al iye v , Hea d, Inter na ti on al Relati on s De pa rtment, T he State A gen cy for Public Service and Social Innovations under the President of the Republic of Azer ba ij an , Azer ba ij an

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10:55– 11:40

Session 3: Structural Organization, Processes, Digitization and

Financing of One Stop Shops

M r . Jame s B u ye kane , C EO, Hu duma K eny a Pr ogr am me, K eny a

Ms . Vu Th i K im C h i , Se ni or De puty Di rect or, Qu an g Ni nh In ve st ment Pr om oti on A gen c y, V ietnam

M r . An ir C howd h u ry , Pol ic y A dvi sor, A spire t o Inn ovate ( a 2 i ) Pr ogr am me, Ca binet Di vi si on an d IC T Di vi si on, B an gla de sh

Que stions to Panelists: ( 45 mins)

Re public of Korea and Singapore ( 6 minutes per country):

How did you undertake a business process re- enginee ring to t ransform your one- stop shops into an efficient networked system? How did you eliminate unnecessary docu men tation to simplify the re- enginee ring process?

Wha t r e gula tory , le gislat ive a n d policy cha n ges di d y our coun try adopt to facilitate public service delivery?

Wha t di d your c ountry do to e nsur e t hat p ublic ser vice s ar e f i t f or cit iz e n s’

needs? Please elaborate on your simplification and single window design approaches.

Aze rbaijan, Ke nya, and Vietnam ( 6 minutes per country):

How di d y ou get fun din g f or ca pital i nve st m e n t ( I CT e qui pm e n t in sta lla ti on, re n ova ti on , r e f ur bi shm e nt , M obi le Buse s, or other e le m e n ts) for your on e- st op- shop facilities and logistics at the national and local level?

Wha t ar e t he f i nanc ial c halle n ge s, a n d how ar e you ove rcom i n g those challenges?

How di d y ou build up y our I CT i nfr ast ruct ur e , such a s IT e qui pm e nt

maintenance and operation? Please elaborate on the operation of the ICT infrastructure.

Banglade sh and Singapore ( 6 minutes per country):

What measures has your country undertaken to overcome the digital divide?

How did your country introduce digital t ransformation for OSS?

What were the effective strategies for building partnerships with the ICT sector and the private sector for innovative solutions?

11:40– 11:55

Q & A for Session 3

11:55– 12:15

Session 4: Effective National to Local Governance

Mode rator: Mr. Prabin Maharjan , Programme Management Expert, UNPOG/

DPIDG/ UN DESA Panelists:

M r . R usl an Akba ro v , Hea d of Di vi si on , State A gen cy for Pu bli c Ser vi ce a n d

Soci al I nn ovat i on s un der the Pr esi dent of the Re pu blic of Aze r bai ja n, Azer bai ja n

Ms . Vu Th i K im C h i , Se ni or De puty Di rect or, Qu an g Ni nh In ve st ment Pr om oti on A gen c y, V ietnam

M r . An ir C howd h u ry , Pol ic y A dvi sor, A spire t o Inn ovate ( a 2 i ) Pr ogr am me, Ca binet Di vi si on an d IC T Di vi si on, B an gla de sh

Ms . Le e Mu i L in g , Se ni or Di re ctor, Se r vi ce Del i ver y, Pu bli c Se c tor

T ran sfor mat i on , of the Pu bl ic Ser vi ce Di vi si on u n der the P ri me M in i ster ’ s Offi ce, Singapore

Que stions to Panelists: ( 20 min)

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11:55– 12:15

Session 4: Effective National to Local Governance

Aze rbaijan and Vie tnam:( 5 minutes per country)

What are some examples of effective strategies and innovative practices you have utilized in your country for coordination from the national to local level to en hanc e public ser vice de livery? W hat cha lle n ge s di d y ou fa ce , how di d you overcome them and what are the lessons learned?

What are some of the measures and strategies for breaking silos and fostering effective coordination and policy coherence across different agencies of local gove rn m e n ts, par tic ular ly back of f ice s?

Banglade sh and Singapore ( 5 minutes per country):

Are there endorsed coordination and consultation mechanisms in place so that the priorities of sub- national government entities operating ODSCs are

syste matically integrated into national policy/ strategy formula tion and planning processes?

Do ODSCs take action and follow up on the feedback they receive from users?

I f y es, how is this doc um e nt e d an d shar e d wit h t he public?

12:15– 12:25

Q & A for Session 4

12:25– 12:45

Session 5: Monitoring, Reporting, and Evaluation

M ode ra to r: M r . S a n va S ae pha n , C on sultant, DPI DG/ U N DESA Panelists:

Ms . J u ny K im , D ire ct or Gener al, G over nment C om pl ai nts C ou n seli ng Center , A nti - C or ru pti on an d C i vil Ri ght s C omm i ssi on , Re pu bl ic of K orea

M r . R usl an Akba ro v , Hea d of Di vi si on , State A gen cy for Pu bli c Ser vi ce a n d

Soci al I nn ovat i on s un der the Pr esi dent of the Re pu blic of Aze r bai ja n, Azer bai ja n

Ms . Vu Th i K im C h i , Se ni or De puty Di rect or, Qu an g Ni nh In ve st ment Pr om oti on A gen c y, V ietnam

M r . Jame s B u ye kane , C EO, Hu duma K eny a Pr ogr am me, K eny a Que stions to Panelists: ( 20 min)

Re public of Korea: ( 5 minute s per country)

How did you define the monitoring and evaluation framework, including Key Performance Indicators: what does success mean?

How is user feedback collected and how is a service culture promoted?

How di d y ou com m un icat e the pr ogr e ss t o t he cit iz e ns, la w m a ker s, a n d political leaders to continuously get their support?

Aze rbaijan and Vie tnam: ( 5 minute s per country)

Could you please explain the monitoring and reporting mechanisms deployed by the one- stop- shop coordinating institution in your country?

Ke nya: ( 5 minutes per country)

While the imple mentation respo nsibility l ies with the Huduma S ecretariat at the M i ni stry of P ublic S er vice , over si ght a n d coor di nat ion r e sponsi bi li ti e s l i e with the Ministry of Interior and Coordination. Would you please explain how the system works at both the national level and county levels?

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Q & A for Session 5

12:55– 13:10

Lessons Learned from the Implementation of One-Stop- Shops for Service Delivery

Panelists:

M r . M ah ammadal i K h udave rd iy e v , He ad of Di vi si on, State A ge ncy for Pu bli c Service and Social Innovations under the President of the Republic of

Azer ba ij an , Azer ba ij an

M r . An ir C howd h u ry , Pol ic y A dvi sor, A spire t o Inn ovate ( a 2 i ) Pr ogr am me, Ca binet Di vi si on an d IC T Di vi si on, B an gla de sh

M r . Jame s B u ye kane , C EO, Hu duma K eny a Pr ogr am me, K eny a

Ms . J u ny K im , Dire ct or Gener al, G over nment C om pl ai nts C ou n seli ng Center , A nti - C or ru pti on an d C i vil Ri ght s C omm i ssi on , Re pu bl ic of K orea

Ms . Le e Mu i L in g , Se ni or Di re ctor, Se r vi ce Del i ver y, Pu bli c Se c tor

T ran sfor mat i on , of the Pu bl ic Ser vi ce Di vi si on u n der the Pri me M in i ster ’ s Offi ce, Singapore

Ms . Vu Th i K im C h i , Se ni or De puty Di rect or, Qu an g Ni nh In ve st ment Pr om oti on A gen c y, V ietnam

Que stions to Panelists: ( 15 min)

Azerbaijan, Bangladesh, Kenya, Republic of Korea, Singapore, Vietnam:

Base d on y our e x per i enc e of successful opera ti onalizat ion of OD S Cs, w hat ar e thr e e key le ssons lear n e d ( in t e r ms of Do’ s a n d D on’ t s) for e f f ect ive , inc lusive and accountable One Stop Shops?

13:10– 13:15

Closing Remarks M r . B oky u n S h im , Hea d, U N Pr oject Offi ce on G ove rn an ce ( U NP OG), DPIDG/ UN DESA

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N a t i o n a l W o r k s h o p o n L e s s o n s L e a r n e d a n d N e x t S t e p s i n I m p l e m e n t i n g t h e O n e - D o o r S e r v i c e C e n t e r s i n L a o P D R

PROGRAMME 4 August 2021 , Wednesday, 14 : 15 – 16 : 00 pm ( Lao Time)

14:15 – 14:25 We l come by H . E . M r . Nis ith Ke opa nya , De puty M in i ster of Ho me A ffa i r s, La o PDR

Welcome by RC, UNDP RR, DPIDG

Facilitators: M r. Boky u n S h im , He ad, UN Pr oje ct Office on G ov erna nce ( U NPOG ), DPIDG/ UN DESA and Mr. Jonas Rabinovitch , Senior Advisor on Innovation and

Public Ser vi ce Deli ve ry , DP I DG/ UN DESA.

14:25 – 14:35

Debriefing about the

International Presentations and Discussions during the Morning Segment

Mr. Keping Yao, Senior Governance and Public Administration Expert, UNPOG/

DPIDG/ UN DESA

14:35 – 15:05 Presentations of Checklist for Effective ODSCs

M r . Aslam Alam , C ha i rm an an d Exe cut i ve Di rect or , B an gl a de sh In st itute for Information Literacy and Sustainable Development ( 10 mins)

Overview Presentation of the Digital Government Capability Assessment

Mr. Jonas Rabinovitch , Senior Advisor on Innovation and Public Service Deli ve ry , DP I DG/ U N DESA ( 5 mi ns)

Pre se ntation on adapting good one- stop- shop approache s to ODSCs in Lao PDR

M r . S a n va S ae pha n , C on sulta nt, DPI DG/ UN DESA ( 1 0 m in s) Highlights of digital government transformation in Lao

M r . De bas h is Na g , Re gi on al Di gital Tr an sfor mat i on C on sultan t, U NDP Re gi on al Inn ovat i on Center in B an gkok Regi on al Hu b, U NDP - A sia Pa ci fic ( 5 mi n s)

15:05– 15:20 Presentations by Saysettha ODSC and Bachieng ODSC - Challen ge s, lesson s lea rne d an d w ay forwa r d

15:20– 15:50 Presentation on ODSC Roadmap

Mr. Laty Phimmachack, Deputy Director General, Depa rtment of Loc al A dmi ni st r ati on, M OH A, La o PDR

After the presentation, ODSCs are invited to provide

comments on the roadmap based on the lessons learnt in the morning session

15:50– 16:00 Closing

Remarks

Mr. Jonas Rabinovitch , Senior Advisor on Innovation and Public Se r vi ce Del i ver y, DPI DG/ UN D ESA.

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