One stop shop

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In business as well as in public administration, a one-stop shop is the ability to carry out all the necessary bureaucratic steps leading to the achievement of a goal in a single place. These include business start-ups, everyday bureaucratic tasks, financial tasks, tax returns, etc. In the context of European merger control , one-stop-shop means that only the European Commission has the right to review and the merger cannot also be reviewed by member states.

The implementation of a single point of contact by the end of 2009 has become of central importance for public administration through the EU Services Directive .

Various terms have been established for the organizational structure. The community-based services with personal contact these are called local public office , called Citizens Service Center, citizens shop, civil office or convenience store. The term “point of single contact” is also increasingly used for contact between companies and authorities. The various forms differ in their organizational legal position and the offer. For example, community shops also offer services and products from private providers.

The Internet is often used as a special tool, and applications can be submitted online to an institution. Many governments or companies are in the process of incorporating the one-stop shop system into their administrative processes. The completion of bureaucratic and time-consuming steps via the Internet is often referred to as e-government (depending on the state). The combination of electronic processing and process support, the single point of contact and the independence of the processing location for the customer lead to the one-stop government approach under the keyword "administrative services from a single source". Various systems such as high-performance portals and responsibility finders are used.

The principle of the one-stop-shop leads to a shortening of the communication processes, to a faster completion of the individual process steps and thus to an optimization of administrative tasks. Likewise, opportunities for bribery and corruption can practically be ruled out. The often laborious work steps that were previously passed on to the beneficiary or applicant are thus transferred to the administrative apparatus, which can often deal with applications better and faster within its own structures.


  • Lucke, Jörn von: High-performance portals for public administration. Wirtschaftsinformatik series, Volume 55, Josef EUL Verlag, Lohmar - Cologne, 2008, ISBN 978-3-89936-645-7 .

Individual evidence

  1. ^ No government . In: Jens Fromm, Mike Weber (eds.): ÖFIT trend show: Public information technology in the digitized society . Competence Center Public IT, Berlin 2016, ISBN 978-3-9816025-2-4 ( [accessed on October 12, 2016]).