The One Window for Citizens (OW4C) project was designed to increase Cambodian citizens’ access to transparent, real-time information on public services provided by One Window Service Offices (OWSOs) and Units (OWSUs). By integrating civic technology tools with social accountability mechanisms, OW4C empowered citizens to engage with local authorities, provide feedback, and demand improved service delivery. The project also focused on building the capacity of youth ambassadors to facilitate outreach and foster civic engagement.
OW4C achieved significant milestones in improving public service accountability and citizen participation:
Tech Tools Usage:
Citizen Engagement:
Youth Empowerment:
Government Collaboration:
Case Study: Citizen Feedback Transforms OWSO Services in Kamrieng District
OWSO Working Group meeting in Kamrieng District, Battambang — presenting achievements, citizen feedback, and follow-up on OWSO/DO responses.
In Kamrieng District, Battambang province, the OW4C project piloted a series of social accountability activities aimed at improving public service delivery. Through community scorecard meetings and public forums, citizens voiced concerns about service delays, unclear procedures, and staff behavior. Specific issues raised included the lack of clear timelines for land title transfers, the need for standardized service packages including tax and title, and the demand for friendly, honest, and non-discriminatory staff. Citizens also requested a clean and well-organized service environment and full staffing at both front and back offices.
To address these concerns, the OW4C team collaborated with district authorities and stakeholders, including service users, civil society organizations, and private sector representatives, including service users, civil society organizations, and private sector representatives, to organize joint problem-solving meetings. These sessions provided a platform for citizens to present feedback directly to service prov. Staff discipline and punctuality were strengthened, service procedures and document management were enhanced, cleanliness and physical infrastructure were improved, and awareness campaigns about OWSO services were increased. Follow-up observations confirmed that service delivery had significantly improved compared to previous years. Citizens reported greater satisfaction and trust in the OWSO system, were enhanced, and awareness campaigns about OWSO services were increased. Follow-up observations confirmed that service delivery had significantly improved compared to previous years. Citizens reported greater satisfaction and trust in the OWSO system, demonstrating the effectiveness of combining civic tech tools with community-led accountability mechanisms.
Success Story: Sophal’s Journey from Rumor to Reality
Before engaging with the OW4C project, Ms. Pach Sophal, a 32-year-old entrepreneur in Battambang, operated a small pizza and bakery shop but remained unregistered due to widespread misinformation. She had heard that registering a business could cost up to a thousand dollars and involve complicated procedures. This uncertainty discouraged her from approaching the One Window Service Office (OWSO).
Sophal proudly showing her business registration certificate.
Her perspective changed after attending a Village Support Group’s Socio-Economic Rights Workshop, where OW4C introduced its civic tech tools. Sophal learned about Pidor the Smart Villager, a Facebook chatbot that provides real-time, accurate information about public services. Using the chatbot, she discovered that registering her business would cost only 25,000 riels (approximately $7 USD) and that the process was straightforward.
The chatbot guided her through the required documents and steps, saving her time and eliminating the need for multiple visits to the OWSO. Sophal successfully registered her business — Moha Heng Pizza — and now operates with legal recognition and greater confidence. She proudly displays her business registration certificate and shares her experience with others in her community.
Sophal’s story illustrates how civic tech tools can empower citizens with accurate information, reduce exposure to corruption, and promote formal economic participation. Her journey from uncertainty to empowerment is a testament to the transformative impact of OW4C’s approach.
