Policy Instrument:
Definition
Social service centres (sometimes also called “one-stop shops”) are locally accessible hubs where individuals and families can access information, register or apply, and be connected to different social assistance programmes and social services, and (in some cases) labour-market programmes.
Rationale
Social service centres can help make support more accessible and coordinated by reducing access barriers, improving take-up, and linking people to multiple programmes and services based on their needs.
Key interventions
Social service centres provide:
- Outreach and information
- Registration / applications for different programmes and services
- Needs assessment and case management (planning and follow-up)
- Referrals and coordination with providers and local partners
- Grievance redress
Effective social service centres depend on a well-trained and adequately resourced social service workforce and strong Management Information System /interoperable data systems (to support intake, referrals, coordination and monitoring while protecting data).
Groups:
- People experiencing poverty or vulnerability, especially families with children
- Persons with disabilities
- Older persons requiring care and support
Evidence from different countries suggests social service centres can reduce travel and transaction costs for users, enhance access to programmes and services and improve the quality and consistency of information provided. They can also strengthen follow-up and compliance with programme requirements, such as conditionalities.
South Africa
The Thusong Service Centres (TSCs) in South Africa serve as one-stop government service hubs to bring services closer to poor and previously disadvantaged communities. A mixed-methods assessment of 19 purposively selected centres across all nine provinces reported that 96% of assessed centres supported access to a comprehensive range of services (Public Service Commission, 2010).
Brazil
The Social Assistance Reference Centers (CRAS) and Specialized Social Assistance Reference Centers (CREAS) provide referrals and general support for social assistance present in over 98% of Brazilian municipalities (Jaccoud et al., 2020). UNICEF and MDS (2025), find that better-equipped CRAS is positively associated with compliance of the education conditionalities of the Bolsa Familia programme, and that a higher share of CRAS staff with higher education is positively associated with compliance of the health conditionalities.
Chile
ChileAtiende is a multi-channel ‘one-stop’ service (in-person offices, phone and digital channels) that helps citizens access a wide range of government procedures and benefits (including social protection) through a single interface. A national user satisfaction study (Ipsos, 2013) reports high satisfaction with service quality in ChileAtiende offices, including an average overall rating of 6.3 (on a 1–7 grading scale). In the same study, 93% of users agreed that the service personnel explained procedures clearly, and 94% agreed they were treated respectfully- both of which are important for effective outreach, information provision and successful completion of applications.
Indonesia
Indonesia’s Integrated Service and Referral System (SLRT) and the related village-level Social Welfare Centres (Puskesos) aim to provide a single entry point for poor and vulnerable households to receive information, submit complaints, be assessed, and be referred to relevant social assistance and social services. A qualitative multi-site study (Setiawan et al., 2021) finds that Puskesos can accelerate social services by helping residents identify needs, providing referrals and information on available programmes, and resolving complaints about social programmes more quickly. The study also notes that village-level Puskesos can reduce physical access barriers by bringing services closer to communities.
References
UNICEF and MDS (2025). Lacunas e desproteções no Programa Bolsa Família: uma análise das condicionalidades, 2019–2023. Available at: https://www.unicef.org/brazil/relatorios/lacunas-e-desprotecoes-da-populacao-beneficiaria-do-programa-bolsa-familia-nos-municipios
Public Service Commission. (2010). Report on the Assessment of the Effectiveness of Thusong Service Centres in Integrated Service Delivery. Available at: https://www.gov.za/sites/default/files/gcis_document/201409/pscassessmentthusong-service-centres.pdf
Ipsos. (2013). Estudio de Satisfacción de los Usuarios de los Servicios de ChileAtiende: Informe de Avance N° 5. Available at: https://datos.gob.cl/dataset/d00ad152-bb61-4eda-aee8-79736812ef73/resource/82f37880-2687-4bad-9465-02b0b6af6683/download/estudio-satisfaccion-chileatiendeinforme.pdf
Setiawan, H. H., Sumarno, S., Kurniasari, A., Yusuf, H., Murni, R., & Rahman, A. (2021). Available at: https://doi.org/10.2991/assehr.k.210918.027
Jaccoud, L. de B. (Org.). (2020). Coordenação e relações intergovernamentais nas políticas sociais brasileiras. Available at: https://doi.org/10.38116/978-65-5635-005-9
Limits/ Risks and contingency measures:
- Limit/Risk: High caseloads and uneven quality due to capacity constraints; Contingency measure: Define service standards and invest in training/supervision
- Limit/Risk: Services unavailable or overstretched; Contingency measure: Map services, set minimum service packages, and build local partnerships to maximize referrals
- Limit/Risk: Data leakages and data misuse; Contingency measure: Ensure informed consent, secure data protocols, and role-based access control
- Limit/Risk: Exclusion due to stigma or gatekeeping; Contingency measure: Maintain multiple access channels, mobile outreach, and user feedback mechanisms
SDG 3 - Good Health & Well-being
- Target 3.8 -Achieve universal health coverage, including financial risk protection, access to quality essential health-care services and access to safe, effective, quality and affordable essential medicines and vaccines for all.
SDG 4 - Quality Education
- Target 4.1 - By 2030, ensure that all girls and boys complete free, equitable and quality primary and secondary education leading to relevant and effective learning outcomes
- Target 4.2 - By 2030, ensure that all girls and boys have access to quality early childhood development, care and pre-primary education so that they are ready for primary education.
SDG 5 - Gender Equality
- Target 5.2 - Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation.
SDG 8 - Decent Work & Economic Growth
- Target 8.3 - Promote development-oriented policies that support productive activities, decent job creation, entrepreneurship, creativity and innovation, and encourage the formalization and growth of micro-, small- and medium-sized enterprises, including through access to financial services.
- Target 8.5 - By 2030, achieve full and productive employment and decent work for all women and men, including for young people and persons with disabilities, and equal pay for work of equal value.
- Target 8.6: By 2020, substantially reduce the proportion of youth not in employment, education or training.