One Window Service office has been a successful initiative by the government which operated in Cambodia since 2003. The office provides a wide range of service requests to the citizen with quick, transparent and accountable service. Even though the service availability are made, the citizens are still finding it limited to access to the service information, Plus, it is desirable from the government to create a channel of meaningful conversation for change between the citizens and the service provider which is the government.
To tackle the challenge arising in the implementation, the OW4C project under the support from USAID, through human centered design process, uses the innovative technology solutions to help making service information of the OWSO service accessible to the public via using Interactive Voice Response (IVR) and Facebook Chatbot. On top of accessing information, the tech solutions also allow the user to provide feedback on their experience and service tracking which in return the data will be used via data dashboard visualization to open up a meaningful dialogue between the government and the citizen for suitable change. This will then lead to transparency and accountability between service users and service providers.
With the combination use of blended traditional outreach and activity and innovative technology, the project’s 1st years covered 5 districts and 1 city in Battambang province while the expansion of the 2nd year extended to Siem Reap and Banteay Meanchey province.