As part of the WELDI project, URBACT ad-hoc expert Bella Kosmala recently delivered a workshop on how cities can use the One-Stop-Shop (OSS) approach to improve migrant support services. The workshop was the response to WELDI partners’ understanding that effective information and service delivery are a key ingredient to protecting human rights for all residents and partners like Sosnowiec, Cluj-Napoca and Liège considering setting up a One-Stop-Shop for migrants, or extending an existing one.
This three-hour training session focused on how local administrations can implement a One-Stop-Shop in their local context. The OSS model aims to make it easier for migrants to access multiple specialist services in one place or through coordinated service points. This approach not only benefits migrants by simplifying their integration journey but also helps local administrations by reducing duplication of efforts and using resources more effectively.
An OSS involves a range of stakeholders, including local NGOs, and may operate at city, regional, or even national levels. It ensures that services are coordinated so that migrants can access what they need in a seamless and integrated way. This model is becoming a cornerstone of many migrant integration strategies across Europe, making it easier for migrants to navigate city services while fostering stronger collaboration between service providers.
Prior to the training, WELDI partners identified the following learning needs about One-Stop-Shops:
Key success factors for setting up a One-Stop-Shop in different city contexts.
Addressing challenges such as securing funding and political support.
Engaging migrants in the design process to ensure the services meet their needs and are sustainable.
Getting to know existing One-Stop-Shops and their top tips for success.
Next steps for participants to apply these insights in their own cities.
In action learning sessions, WELDI partners could discuss the specific challenges each city faces in developing their OSS model.
Throughout the workshop, a few important points emerged from the participants’ reflections:
Many cities expressed strong commitment to supporting all migrants, including those without proper documentation.
It’s crucial that One-Stop-Shops are centred around the needs of migrants, not just around services. Many cities are exploring ways to involve migrant boards or user groups to ensure their voices are heard.
Moving away from multiple entry points to a single, coordinated service can make a significant difference in how migrants experience support systems.
The importance of creating a space where migrants feel safe and welcome was highlighted as a key factor for success.
The question of who leads these efforts was raised, but it was agreed that leadership doesn’t have to mean making the decisions and that collaborative leadership can be just as effective, as long as everyone’s roles are clearly defined.
Finally, there was a shared understanding that not all questions need to be answered before launching a One-Stop-Shop. It’s better to start and adapt along the way.
This workshop was a great opportunity for city representatives to share insights, learn from each other’s experiences, and start thinking about how to bring the One-Stop-Shop model to their cities.
More on One-Stop-Shops for migrants:
Take a look at the guidance document with key factors and to tips from cities with One Stop Shops here
Written by Bella Kosmala
