Citizen Service Centers are government offices where different authorities are co‐located and where several public services are offered in the same physical location. The goal of implementing such One Stop Shops for public services is to solve problems with a malfunctioning government bureaucracy for frontline service delivery. In spite of reforms in at least 70 countries, however, there are few evaluations. This paper evaluates the impact of Poupatempo (“Savetime”), a Brazilian Citizen Service Center reform that has inspired similar programs in other countries. We collect data on one of the most common errands at the Brazilian bureaucracy, driver's license renewal, and evaluate the impact of Poupatempo on the time, number of trips, and payments needed to undertake the renewal, and on other variables representing transaction costs, red tape, and transparency in the citizen‐state interaction. Our difference‐in‐differences estimates indicate large reductions in the time expended by citizens and in proxies for transaction costs, but are less encouraging for the social quality of the licensing procedure, which we also evaluate. We discuss whether incentives to speed up processes prevailed where other steering instruments would have been more appropriate, and explore remedies. We also discuss limitations to establishing a true One Stop Shop.

中文翻译：

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公共服务的一站式服务：来自巴西公民服务中心的证据

公民服务中心是政府机关，其中不同机构位于同一地点，并且在同一物理位置提供几种公共服务。实施此类一站式公共服务的目的是解决政府官僚机构前线服务交付不足的问题。但是，尽管至少有70个国家进行了改革，但评估却很少。本文评估了巴西公民服务中心改革Poupatempo（“节省时间”）的影响，该改革启发了其他国家的类似计划。我们收集有关巴西官僚机构中最常见的差事之一，驾驶执照更新的数据，并评估Poupatempo对进行更新所需的时间，旅行次数和付款的影响，以及代表交易成本的其他变量（红色）胶带，公民与国家互动的透明度。我们的差异估计表明，公民花费的时间和代理交易成本减少了很多，但对于许可程序的社会质量，我们也进行了评估，因此不那么令人鼓舞。我们讨论了在其他转向工具更合适的情况下，是否普遍存在加快进程的激​​励措施，并探讨补救措施。我们还将讨论建立真正的一站式服务的局限性。我们讨论了在其他转向工具更合适的情况下，是否普遍存在加快进程的激​​励措施，并探讨补救措施。我们还将讨论建立真正的一站式服务的局限性。我们讨论了在其他转向工具更合适的情况下，是否普遍存在加快进程的激​​励措施，并探讨补救措施。我们还将讨论建立真正的一站式服务的局限性。