The purpose of this thesis is to investigate how the one-stop shop is successful in the
dissemination of local authority information.
After initial chapters which explore the background to the one-stop shop, it was
necessary (because the extent and nature of the one-stop shop was so vague) to
conduct a preliminary survey of local authorities in England and Wales. The results of
this survey, when analysed provided an indication to some factors which might
contribute to the success of the one-stop shop. Subsequently four representative local
authorities were selected, Hampshire County Council, West Sussex County Council,
the London Borough of Enfield and Lancashire County Council. These examples were
chosen as authorities which represented the success factors in practice. The authorities
were visited and evaluated by observation, personal interviews with the staff
concerned, plus user questionnaire when possible, using common criteria and reference
to available literature and results from the preliminary survey. Both surveys were
conducted within a methodological framework and reference was made to conceptual
models when possible.
The success factors which emerge from the preliminary survey and further case-studies
are discussed in the concluding chapter. They obviously contribute to the successful
operation of the one-stop stop, but also offer guidelines to other authorities who might be considering such a venture.
A Doctoral Thesis. Submitted in partial fulfillment of the requirements for the award of Doctor of Philosophy of Loughborough University.