Resident service points

This good practice is an example of organisational change. The City of Rzeszow (PL) set up external Resident Services Points (RSPs) to improve the accessibility and provision of public services. Four RSPs have opened since 2011 in easily accessible shopping malls that have extensive parking and are tailored to the needs of people with disabilities. RSP services include issuing ID cards and driving licenses and registering vehicles, as well as helping with official applications and providing information on local events.This local self-government initiative was based on residents' needs as identified in a survey. Residents' expectations were taken into account when defining factors such as location, opening hours and the scope of services. As a result, people can visit the RSPs on their way to everyday activities such as shopping, entertainment or sports. The aim is to improve the quality and streamlined handling of official matters and to provide a comprehensive, professional service.