Development of a parsimonious evaluation model to support one-stop shop implementation

Abstract

One-stop shop (OSS) is an integrated hub offering information and public services at one point of access. The streamlined service delivery makes OSS a preferred concept for governments undergoing modernisation efforts. However, similar to other electronic government initiatives, OSS success is contingent upon user acceptance. While previous research primarily focuses on operational aspects, examining user attitudes toward using OSS remains underexplored. Therefore, we propose a user-centred OSS parsimonious evaluation model (OSSPEM) that could help service providers evaluate OSS success and monitor user feedback throughout the OSS lifecycle. The OSSPEM integrates socio-demographic factors, constructs from both the original and extended UMEGA, and the OECD Best Practice Principles for Regulatory Policy. The model comprises a conceptual and measurement framework tested in the context of North Macedonia, involving a study population of 200 respondents. The collected data were analysed using binary logistic regression. The findings expose the validity of the employed constructs in the endeavour to identify drivers of OSS utilisation.