For newcomers and the host community, a one-stop­shop provides: → A clear and accessible entry point that simplifies »navigation«; where to go and what to do next. → Simpler navigation and coordinated support: bring­ing services together reduces complexity and en­sures that people receive consistent, joined-up guid­ance rather than being passed between providers or having to provide the same information over and over again. → Improved experience and trust: a more coherent and welcoming system reduces frustration and helps to build confidence and trust between newcomers and host community, as well as in public services and in­stitutions. Design principles One-stop-shops are based on a series of design princi­ples. They include: → A people-centred and empowering approach, putting the goals, needs and ideas of visitors at the centre, and focusing on resources such as skills and net­works. → Accessibility and open doors: a low-threshold first contact point that is accessible without prior ap­pointment and provides multilingual staff and infor­mation can make one-stop-shops truly inclusive. → A welcoming community space: creating a friendly atmosphere, for example, through play areas for chil­dren, adding spaces for cultural events or offering language classes and workshops for the whole popu­lation can increase the potential role of one-stop­shops as spaces of interaction. At Rågsved Civic Centre in Stockholm, staff focus on helping visitors build the confidence and skills they need to navigate systems independently rather than solving problems for them. The environment is desig­ned to support participation and learning, including shared computer stations where users complete tasks themselves with guidance from staff. A similar approach can be seen in Dortmund’s Migra­Do, which includes a self-service workspace where vi­sitors can search for information, print documents and complete administrative tasks independently, with light-touch support when needed. Local vs national initiatives One-stop-shops are launched and developed on the basis of different governance models. Their design and maturity often reflect the wider structure of multi-level governance and funding frameworks. One-stop-shops initiated locally represent local leadership in strengthening newcomer support. They often take differ­ent forms depending on how services are organised locally. In some cities, one-stop-shops focus on better coordination of public services, often in contexts with a tradition of de­centralised service delivery. This approach can be seen in Stockholm’s Welcome House and Dortmund’s MigraDo. In other cities, one-stop-shops focus on strengthening cooper­ation between public services and NGOs already working closely with migrants. Examples include Barcelona’s SAIER, the Casa de las Culturas in Zaragoza, the Baobab Centre in Lublin and Sofia’s Bureau for Information and Advice for Third-Country Nationals. Increasingly, one-stop-shops are also set up top-down as a key element of national migrant integration frameworks, where states closely define which services local implement­ers from civil society or other tiers of government should provide. Examples of this model include the Czech regional integration centres and the brand new one-stop-shop pro­grammes in Poland and Lithuania, which are financed by the European Asylum, Migration and Integration Fund and the European Social Fund. Nationally-led one-stop-shop models create a standard­ised minimum level of service delivery across the territory. However, they sometimes also duplicate or replace exist­ing locally-led and locally adapted one-stop-shops or may leave city administrations, with their knowledge of local context and its opportunities and challenges, out of the picture. Many one-stop-shops de facto combine a local initiative to set up one-stop-shops with a loose national framework and funding for some of the activities. The Portuguese»CLAIM« one-stop-shops(see case study below) are set up on the in­itiative of local authorities, regions, NGOs or higher educa­tion institutions, while the national government provides IT infrastructure for registering cases and some funding. Simi­larly, the Finnish»international houses« are set up by big­ger municipalities across the country with some nation­al-level funding and services provided by national authori­ties(see case study below). The kind of governance structure underlying these models determines how easily national, regional, and local services can be brought together. Locally-driven one-stop-shops are often better adapted to local contexts and actors, but may find it more difficult to get partners from other levels of government on board, who may hold key competencies on residence permits, employment or health care. One-stop-shops: coordinating integration from day one 3