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Enhancing People’s Participation in One Window Service 01 January – 31 December 2012 Actions & Results: 3,714 citizens directly engaged with technical staff, leaders, and policy makers of OWSO at national and sub-national levels through giving their feedback and inputs in 17 OWSO public fora and conducting social accountability tool which called “Citizen Feedback” survey. Citizens’ questions and recommendations were recorded, analysed and provided to OWSO and DO leaders to improve the services. Drawing on the survey findings, we propose the following recommendations towards improving OWSO’s service delivery as well as DO’s performance for stakeholders’ consideration: Realise access to information, maintain and improve current performance as a majority of clients confirm their basic satisfaction, ensure the sustainability of OWSO, delegate appropriate functions to OWSO so it can facilitate requisite paperwork/documentation for its clients to access services, promote proactive District Ombudsmen; addressing the issue of OWSO staffing, both technical staff and its leadership, will contribute to improving OWSO’s performance, professionalism and client satisfaction, which will result in fewer complaints, a clear mapping of OWSO clients and potential clients in each target area in close cooperation with local authorities, Line ministries should delegate to OWSO the whole set of official procedures/functions required to deliver a complete service, especially given that the name “One Window Service Office” implies it provides all relevant services at one place and there should be more OWSOs at the district offices for rural and poor potential clients who do not live in or near the municipality. OWSO located in Chbar Mon, Kompong Chhnang and Pursat Municipalities accepted citizen’s feedbacks, met with project key stakeholders at provincial levels every six months to address the OWSO challenges both technical and staffing issues. OWSO have provided services to business people, farmers, women, students, civil servants, motorcycle and car owners and heads of households. Base on citizen satisfaction survey business person (52 percent), farmer or labourer (12 percent), teacher (8 percent), public servant (7 percent), student (6 percent), while the rest responded taxi driver, motor driver, nurse and homemaker (15 percent) accessed OWSO services. OWSO provided 10,835 services to approximately 6,270 clients with total income US$59,286.33 in 2012.
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