• Contents 1. Executive summary 5
  • 2. Foreword 7
  • 3. Main results 8
  • 3.1 Case studies 8
  • 3.2 Legal framework 8
  • 3.3 The benchmarking exercise 9
  • 3.3.1 Input and output benchmarks 9
  • 3.3.2 Qualitative and process benchmarks 11
  • 4. Recommendations 13
  • 4.1 Authorities to provide targeted general information 13
  • 4.2 Positive public relations based on openness and good communication with firms 13
  • 4.3 Specific information and informal preliminaries 13
  • 4.3.1 Application forms 13
  • 4.3.2 Call centres 13
  • 4.3.3 Electronic filing and central register of applications 13
  • 4.3.4 Personal and direct contacts 14
  • 4.3.5 Special consultation meetings or discussion days 14
  • 4.4 On-site visits and hearings 15
  • 4.5 Optimal organisational standards 15
  • 4.6 Highly qualified and motivated personnel 15
  • 4.7 Maximum handling times 15
  • 4.8 One-stop shop 16
  • 4.9 Issuing the licences or permits 17
  • 4.10 Appeal provision 17
  • 4.11 Ongoing monitoring of legislation 17
  • 4.12 Decentralisation of decisions or contracting out 17
  • 4.13 Establishing industrial zones 18