Bringing Public Services Closer to the People

How One-Stop Shops and Digital Innovation Are Fostering Decentralization and Transforming Governance in Timor-Leste

November 27, 2024

a tree in front of a building — Balkaun Uniku, One-Stop-Shop, in Manatuto

Carolina Silva/UNDP Timor-Leste

In a groundbreaking initiative to strengthen governance and improve the lives of citizens, the Ministry of State Administration, with the support of the United Nations Development Programme (UNDP), is revolutionizing public service delivery in Timor-Leste. Through the establishment of a network of one-stop shops, known as Balkaun Uniku, and the development of mobile and digital platforms, this project is making significant strides in ensuring that even the most remote communities can access essential services.

a group of people standing next to a man

a person standing in front of a crowd of people holding a sign

Photo 1 and 3 credited to Prime-Minister's Office Communications Team

A Vision for Inclusive Access

At the heart of this transformation is the Balkaun Uniku network, set to be established in every municipality, including the enclaved region of Oecusse Ambeno and the island of Ataúro. These one-stop shops will provide a wide array of integrated services, such as issuing ID cards, birth certificates, passports, and other vital documents. For many citizens, especially those in remote and underserved areas, these centers will eliminate the need to travel long distances, saving time and resources.

To ensure no one is left behind, the initiative also includes mobile service units—transformed buses that will travel to remote areas, bringing essential services directly to the people. This innovative approach addresses the geographical and logistical barriers that have historically hindered equitable access to public services.

graphical user interface, application — Users Interface of Balkaun Uniku online platform

UNDP Timor-Leste

The Role of Digital Innovation

Complementing the physical infrastructure is a state-of-the-art digital platform developed by UNDP for the Government of Timor-Leste. This platform enables citizens to access services online, offering a convenient and efficient alternative for those with internet access. By integrating digital solutions, the initiative is not only modernizing service delivery but also fostering digital literacy and connectivity in communities.

Building for the Future: The Center for Administrative Modernization

In parallel, UNDP is working closely with the Ministry of State Administration to establish a Center for Administrative Modernization. This future entity will oversee, develop, and continuously improve service delivery at the municipal level. The Center will play a pivotal role in ensuring the sustainability and adaptability of the Balkaun Uniku network and other service delivery mechanisms, aligning them with the evolving needs of citizens.

a building that has a sign on the side of a road

a living room filled with furniture and a large window

Transformative Impact on Communities

The impact of this initiative is profound. For families in remote areas, obtaining crucial documents like birth certificates or ID cards has often been a costly and time-consuming ordeal. By bringing services closer to their doorsteps, the project is empowering citizens, reducing inequalities, and strengthening the relationship between the Government and its people.

In regions like Ataúro and Oecusse Ambeno, where connectivity and infrastructure challenges are pronounced, the project symbolizes hope and progress. It is not just about delivering documents; it is about delivering dignity, inclusion, and trust in public institutions.

Advancing Timor-Leste’s Development Goals

This initiative aligns with Timor-Leste’s commitment to achieving the Sustainable Development Goals (SDGs), particularly those focused on reducing inequalities (SDG 10), promoting sustainable cities and communities (SDG 11), and ensuring responsive, inclusive, and participatory institutions (SDG 16).

By bridging the gap between citizens and essential services, the Balkaun Uniku network and its supporting platforms demonstrate how innovative governance can drive human development and foster a more inclusive society.

a man and a woman sitting on a bench — H.E. Kay Rala Xanana Gusmão delivers document to an elder citizen in Manatuto

Prime-Minister's Office

A Model for Others

Timor-Leste’s approach serves as an inspiring model for other countries facing similar challenges. By integrating physical, mobile, and digital solutions, the project showcases the power of collaboration between government and international partners like UNDP to deliver meaningful and lasting change.

As the Balkaun Uniku network and its accompanying innovations continue to roll out, Timor-Leste is setting a new standard for citizen-centered governance—one that ensures every individual, no matter how remote, has access to the services they need to thrive.

Author: Bruno Lencastre, Chief Technical Advisor for Governance, UNDP Timor-Leste

For more information contact bruno.lencastre@undp.org