Introduction of a One-Window Approach in Arzamas, Russia

This case illustrates the substantial Improvements in program efficiency that can be achieved by evaluating its design and implementation. In 2002, the social protection administration of Arzamas introduced a pilot one-window approaoh for providing social assistance benefits. The old system consisted of 10 benefits, 7 of them means tested, administered by 4 different agenoies. The table shows what kinds of information needed to be verified for the three major benefits and clearly reveals the extent of duplication and the possibilities for harmonization. 

Client information requiring verification Housing allowance Chilli allowance SchccIlunch allcwance 

Payment records for rent and utilities for past 3 months X  

In the reorganized system, applicants can approach one specialist with all their requests for social assistance, fill in one application form, and provide one set of documents to confirm their eligibility for various benefits. Under the old system, clients had to visit four different locations to apply for, appeal denial of, or recertify for benefits, depending on the type of benefit. Under the new approach, all applications are received by small units in each neighborhood of the city and processed by a central unit. 

Finally, the experiment resulted in better outreach 29 percent of clients claimed that they had learned about additional benefits during a recent visit to the one-window office. 

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