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One Window for Citizen (OW4C)

One Window for Citizen (OW4C) is a three-year project (October 2019-September 2022) that uses
technology to provide Cambodian citizens clear, transparent information on public services available
to them through the government One Window Service Offices (OWSOs). InSTEDD partnered with
NGS, API to implement the project in Battambang, Banteay Meanchey and Kampong Chhnang

One Window for Citizen (OW4C)

As a technical partner role in the project, in December 2019, InSTEDD conducted a field study to understand end-user context in Battambang to understand their level of technology access, their experiences with One Window Services, and their pain/gain in using OWSO services. Following that we organized two co-designed workshops in Battambang with the participation from end-users, stakeholders as well as community practitioners to map the challenges/needs and open to participants's suggestions on what might be suitable civic tech technologies and campaign outreach.

InSTEDD carried out iterative design, development, and field validation of the civic tech tools as well as working to establish IVR connection with 3 key telcos in Cambodia (Smart, Metfone, and CamGSM). In August 2020, the civic tech tools IVR and Chatobt (Pidor smart villager) were officially launched in Battambang; enabling citizens to access OWSO information, providing feedback anonymously as well as carrying out ticket tracking. Following that we conducted a co-design workshop on OW4C civic tech tools public dashboard with stakeholders and public users, that resulted in the creation of OW4C private and public dashboard for the project team and public to monitor the progress of usage of the civic tech tools.

By the 3rd of September 2022, OW4C civic tech tools (IVR+Chatbot), had 19,043 unique users, of which resulted in 29,956 total visits and 24,165 services delivered with 2,229 citizens providing feedback on OWSO services.

Project Period: November 2019 - September 2022

Location: Cambodia

Funded by: USAID

Partners: Nickol Global Solution, InSTEDD, API

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