The Handbook on how to implement a One-Stop-Shop is one of the main outcomes of the project “One-Stop-Shop: a new answer for immigrant integration” (JLS/2006/INTI/148)1 , funded by the European Commission INTI Fund (Directorate-General Justice, Freedom and Security) and promoted and coordinated by the High Commission for Immigration and Intercultural Dialogue (ACIDI, I.P. - the Portuguese state service for the integration of immigrants). The main aim of this project was to create a network of partners to discuss and assess a “One-Stop-Shop” approach, recommended in the Commission’s Common Agenda for Integration (COM 2005 389) to strengthen the implementation of the sixth Common Basic Principle on Integration - “Access for immigrants to institutions, as well as to public and private goods and services, on a basis equal to national citizens and in a non-discriminatory way is an essential foundation”. The Portuguese experience, within this innovative One-Stop-Shop strategy, was also considered as an example in order to contextualise this project. In 2004, Portugal, through ACIDI, I.P., developed two One-Stop-Shops with the official name National Immigrant Support Centres. These two centres, created exclusively for immigrants, bring together under the same roof a number of services related to immigration. Following the philosophy of working with partners to develop good integration policies and outcomes, in a context of shared responsibility – as also defined as a priority in the seventh and ninth Common Basic Principles on Integration -, the centres involve the departments of five Ministries and offer specialised offices that provide specific support. The first edition of the Handbook on Integration for policy-makers and practitioners - a guide to provide valuable and practical guidance for implementing the Common Basic Principles on Integration and facilitating the exchange of experience, information and policy initiatives – identified the Portuguese One-Stop-Shops as an example of Best Practice in working with partners to achieve immigrant integration outcomes. In Portugal the One-Stop-Shop approach also proved to be innovative in terms of providing a joined-up response for the service-user, since it is based on a general shared data management system used in attending to the public, facilitating the digitalisation of data and documents and communication between the different offices, and on the involvement of cultural mediators from the different immigrant communities in public administration service provision. Having been in operation for two years, in 2006 the Portuguese High Commission for Immigration requested the International Organization for Migration (IOM) to undertake an independent evaluation of the outcomes of these support centres. Among the most relevant conclusions of the IOM report was the recommendation of the development of an international network to discuss and assess the One-Stop-Shop as a model for immigrant integration and to examine the feasibility of its implementation in other EU Member States. ACIDI, I.P. convened seven other partners to implement the project “One-Stop-Shop: a new answer for immigrant integration”: the Hellenic Migration Policy Institute (Greece), the General-Directorate of Immigration (Italy), the General-Directorate of Immigrant Integration (Spain), the Immigrant Council of Ireland (Ireland), Network Migration in Europe, e.V. (Germany), the International Organization for Migration – Mission in Portugal and the Institute for Migration and Ethnic Studies at the University of Amsterdam (the Netherlands). Hence the assessment of the One-Stop-Shop approach was guaranteed through a diversity of project partners, including: (1) countries with a recent immigration experience and countries that are already experiencing second and third generations of immigrants; and (2) partners representing national state integration services (Portugal, Spain and Italy), partners from Non-Governmental Organisations (Ireland and Germany), a partner operating under private law with Ministerial supervision (Greece), a research centre that coordinates a Network of Excellence on the field of International Migration, Integration and Social Cohesion – IMISCOE (the Netherlands), and an international organisation (International Organization for Migration). This European project, implemented from September 2007 to February 2009 with European Commission funding, also involved a variety of actors with expertise in immigrant integration, including policymakers, Government actors (at the local, regional and national levels), service providers, researchers, immigrant associations and other relevant stakeholders. These diverse integration stakeholders monitored all the project activities as part of the Steering Committee3 of the project and/or as members of one of the six national Advisory Committees4 created in the participant countries. During the implementation of the project these key actors were involved in many activities: contributing to the discussion of the country reports5 and of the working documents of the project; providing information on the main integration difficulties that immigrants face in their societies in terms of service provision or relevant support services that already exist; and participating in the transnational workshops hosted by the project partners. The information, initial ideas, inspiring examples and preliminary recommendations gathered through the different activities of the project - with the support of all of these key actors - were crucial for building the chapters of this Handbook. Some of these form part of the Handbook, inserted in boxes throughout the text, while more detailed information and links are available on the project website - www.oss.inti.acidi.gov.pt. This Handbook reflects the work of a network of partners who, after analysing their country reports on immigrant integration7 , were able to discuss and assess a “One-Stop-Shop” service. The sharing of experiences and expertise between all the participants involved in the project (including those who participated in the Steering Committee and in the national Advisory Committees) enhanced the final outcomes of the initiative, including the project website and this Handbook. This Handbook is also based on the outcomes of three Transnational Workshops8 undertaken during the course of this INTI project. Each workshop dealt with a specific theme related to the Project: (1) the first Transnational Workshop was held in Dublin on 26 February 2008 and the theme of the Workshop was ‘The Role of Socio-Cultural Mediators in the One-Stop-Shop’; (2) the second Transnational Workshop was held in Athens on 6 June 2008 and the theme of the Workshop was ‘Integrated Service Provision to Immigrants: examples of One-Stop-Shops in Europe’; and (3) the third Transnational Workshop was held in Berlin on 8 July 2008 and the theme of the Workshop was: ‘Partnerships between NGOs and Government actors in providing services to migrants’. These Workshops were convened by three of the project partners and were attended by representatives of the partner organisations together with members of each of the national Advisory Committees and other Governmental and non-Governmental policymakers and integration stakeholders. As this Project aims to develop an approach that is replicable in different European Union Member States and this Handbook intends to provide valuable and practical guidance for implementing the One-Stop-Shop service, it was considered to be fundamental to have an external evaluation of the final outcomes of the project. Accordingly, and keeping in mind the eleventh Common Basic Principle on Integration – “developing clear goals, indicators and evaluation mechanisms” - the project evaluation was undertaken by Prof. Rinus Penninx, the coordinator of the IMISCOE Network of Excellence. A detailed evaluation of the feasibility of One-Stop-Shop implementation in Member States in view of the project deliverables (e.g. Handbook on How to Implement a One-Stop-Shop, Country Reports, Minutes of Advisory Committees’ meetings and Workshop results) was developed and updated onto the project website. In sum, the exchange of experiences and knowhow between the partners and members of national Advisory Committees involved in the project provided added value to the initiative, and facilitated the coherent, effective and replicable integration strategy for European Union Member States that we present in this book. Rather than a prescriptive document, this Handbook should be seen as a source of inspiration for various actors in the European Union in implementing integration policies in the field of service provision. Furthermore, taking into consideration that in some countries the recent debate on immigration started as a reaction to a perceived failure of integration policies, it seems that the approach developed in this project can re-orientate this debate. The identification, definition and evaluation of a new service for immigrant integration, based on the experiences of different Member States and different integration stakeholders, and where immigrants have a fundamental role, is in line with the European Union’s top priorities. It is our belief that the One-Stop-Shop service can respond in an innovative and feasible way to various concerns and challenges related to immigrant integration in Member States.