Overhauling and Revamping One-Stop Government Service Shops in the State of Minas Gerais, Brazil, 2003–13
This case study details the government’s effective reform program. The one-stop shops were originally intended to bring together a variety of government services under one roof, but were hobbled by poor interagency coordination, nonstandard procedures, and an organizational culture that was not attuned to citizen service. The government’s program involved high-level political support, creative coordination of government agencies, building an organizational culture focused on citizen service, using a variety of performance measurement techniques, and building on lessons from similar successful shops.
How Rio de Janeiro Used an Electronic Invoicing Program and the Participation of Stakeholders to Streamline and Increase Service-Tax Collection
This case study examines tax administration reform in the municipality of Rio de Janeiro, Brazil. It traces the implementation of Nota Carioca, an electronic invoicing program that enlisted consumers to monitor service-tax declarations. Nota Carioca’s successful initiation would address a crucial issue facing Rio: How to increase revenue from service taxes without raising tax rates or placing significant new burdens on either the public administration or businesses.
Community Policing and Youth Violence Prevention Approaches and Implementation in El Salvador, Guatemala, Honduras, and Nicaragua
This case study analyzes the implementation of the community policing model in El Salvador, Guatemala, Honduras, and Nicaragua. Violence and street crime committed against and by young people are one of six principal threats to citizen security in Central America. Many factors have made it difficult for Central American governments to control youth violence. Community policing is designed to improve police-community relations by transitioning from repressive policing to a prevention model of policing.
Amparo leads a multidisciplinary group which supports developing and emerging countries’ open data and innovation initiatives. A native of Bolivia, Amparo has managed several Bank projects in Latin America, the Caribbean, and Africa.