The need to provide more efficient and effective high quality services to the public is nowadays becoming more crucial in all modern states, especially EU member states. The inability of the traditional, bureaucratic public administration to effectively meet citizens’ needs has led to the search for new practices regarding the structure and operation of the public service.
As a step towards this direction, a plan has been drawn up for establishing Citizen Service Centres (CSC), or One-stop-shops as they are also known, all over Cyprus, with the aim to provide multiple services from one point of contact. The ultimate goal is to have a citizen-centric public service which does not engage its citizens in long-winded, time-consuming and frustrating procedures, but is in a position to effectively provide high quality services. The major characteristics of Citizen Service Centres are as follows:
- They offer, from one point of contact, multiple services, using simplified/quick procedures
- They utilize modern technology, and as a result, the citizen is able to receive, in many cases, the service immediately
- Where direct/immediate provision of the service is not possible, CSCs undertake the whole process on behalf of the citizen. This means that documents are processed via the Centre, without the need for citizens to visit multiple government organizations.
For the moment, six CSCs operate in Cyprus, in Lefkosia (Nicosia), Lemesos (Limasol), Polis Chrysochous, Pelendri, Larnaka (Larnaca), Pafos (Paphos) and Ammochostos (Famagusta).
Inter alia, the services provided in the six CSCs include: issuing of certificates and other documents, and submission of applications for services related to various Departments/Services of the public service, such as the Department of Civil Registry and Migration, the Grants and Allowances Service of the Ministry of Finance, etc.
Internet access is provided to citizens visiting the Centres, so that they may search for information and submit, where possible, applications to government organizations via the internet.
For further information:
Citizen Service Centres website: