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Usaid/Cambodia One Window for Citizens (Ow4c) USAID/CAMBODIA ONE WINDOW FOR CITIZENS (OW4C) PERIODIC PROGRESS REPORT 1 OCTOBER – 31 DECEMBER 2020 Contract Number: 72044219C00001 15 January 2021 This publication was produced for review by the United States Agency for International Development. It was prepared by Nickol Global Solutions LLC. Periodic Progress Report – OW4C – 1 October – 31 December 2020 1 ONE WINDOW FOR CITIZENS (OW4C) Periodic Progress Report 1 October – 31 December 2020 Submitted to: USAID/Cambodia Prepared by: Nickol Global Solutions LLC DISCLAIMER: The authors’ views expressed in this document do not necessarily reflect the views of the United States Agency for International Development or the United States Government. Periodic Progress Report – OW4C – 1 October – 31 December 2020 i TABLE OF CONTENTS Acronyms ............................................................................................................................................................................. 1 Introduction ........................................................................................................................................................................ 2 Summary of Progress on Activities ................................................................................................................................ 3 Technical Engagement .................................................................................................................................................. 3 Civic Tech Tools ............................................................................................................................................................ 5 Challenges: .................................................................................................................................................................. 6 Design & Development of a Public Accountability Dashboard ...................................................................... 6 Public Outreach ............................................................................................................................................................. 7 Monitoring Tools ......................................................................................................................................................... 10 Operations .................................................................................................................................................................... 13 Reporting .................................................................................................................................................................. 14 Major Accomplishments ................................................................................................................................................. 14 Operations .................................................................................................................................................................... 14 Technical ........................................................................................................................................................................ 14 Challenges and Proposed Resolutions ........................................................................................................................ 15 New Challenges ........................................................................................................................................................... 15 Relocation from Siem Reap to Kampong Chhnang ......................................................................................... 15 EXISTING CHALLENGES ......................................................................................................................................... 15 COVID-19 ................................................................................................................................................................ 15 Plans for Next Quarter .................................................................................................................................................. 15 Civil Tech Tools ........................................................................................................................................................... 15 Public Outreach ........................................................................................................................................................... 16 Monitoring ..................................................................................................................................................................... 16 Periodic Progress Report – OW4C – 1 October – 31 December 2020 ii ACRONYMS API Advocacy and Policy Institute COP Chief of Party COR USAID Contracting Officer’s Representative COVID-19 Corona Virus Disease 2019 DIS Development Information Solution EU European Union GiZ The Deutsche Gesellschaft für Internationale Zusammenarbeit ISAC USAID Innovations for Social Accountability Cambodia Project IVR Interactive Voice Response MEL Monitoring, Evaluation, and Learning NGS Nickol Global Solutions LLC OW4C USAID One Window for Citizens Project OWSO Royal Government of Cambodia One Window Service Office SBAR Small Business Applied Research USAID United States Agency for International Development WE Act USAID Women’s Entrepreneurs Act Project Periodic Progress Report – OW4C – 1 October – 31 December 2020 1 INTRODUCTION On 1 October 2019, Nickol Global Solutions LLC (NGS) received the signed contract from USAID to implement the One Window Service Offices – Platform to Enhance Accountability program (Contract # 72044219C00001). The goal of the project is to increase the capability of civil society to engage the Royal Government of Cambodia in accessing improved public services through a series of tested interventions, including the design and implementation of civic tech tools and community engagement activities. Supported by strong monitoring activities and an applied learning approach, the project – later renamed the USAID One Window for Citizens Project (OW4C) – seeks to support the innovation, success, and sustainability of implemented project activities. The development hypothesis to achieve this goal is illustrated as follows: • If citizens have real-time access to provide and receive reliable information about the Royal Government of Cambodia’s One Window Service Office (OWSO) services through civic tech innovations, • And if they are engaged through meaningful processes, • Then they will more effectively hold government accountable to improved public service through the OWSO. Through the Small Business Applied Research (SBAR) contracting vehicle, NGS has developed and is promoting tech-enabled solutions to broaden public access and awareness about OWSO services and the role of the District Ombudsperson; and has developed monitoring tools to enable citizens to report on their satisfaction of OWSO services as a means for government authorities to better measure progress on service delivery and respond to citizen service needs. Highlights from the 1 October – 31 December 2020 reporting period include: • 3,039 citizens used OW4C technologies. • OW4C reached over 100,000 Cambodians through our two Facebook pages: the OW4C page https://www.facebook.com/USAIDOW4C; and the Pidor, the Smart Villager page https://www.facebook.com/pidorow4cbot, directly engaging 9,954 citizens. • 8,889 citizens in Battambang were reached via our door-to-door campaign. • 1,105 citizens were engaged in 21 public forums in Battambang. • Four OW4C radio campaigns (short one-minute spots) promoting the OW4C tools were run in Battambang, with an estimated listenership of 65% of the population.1 • OW4C and its tools were featured on the US Embassy to Cambodia’s “Let’s Chat!” Facebook Live program, generating over 5,000 views, 212 reactions, and 20 comments2. • OW4C opened its third office in Serei Sisophon, Banteay Meanchey Province. 1 OW4C contracted the Women’s Media Center of Cambodia to record radio adverts promoting the OW4C tools and to air on their radio network. According to the Women’s Media Center, the Women’s Radio FM 104 MHz in Battambang broadcast coverage encompasses 65% of the population of the province. 2 https://www.facebook.com/watch/us.embassy.phnom.penh/ Periodic Progress Report – OW4C – 1 October – 31 December 2020 2 These, and related key activities achieved during the reporting period, are detailed in the section entitled Summary of Progress on Activities. These achievements were set against a backdrop of a few environmental challenges. In early November, a visiting foreign dignitary was found to be COVID-19 positive after a diplomatic visit to Cambodia. This led to exposures at the highest levels of government and the Royal Government of Cambodia implemented increased prevention measures, including restrictions on the gathering of groups. After a two-week period, these measures were relaxed but were unfortunately followed by extensive flooding in Battambang and Banteay Meanchey Provinces. This delayed planned community activities for OW4C in Battambang. Finally, on 27 November, Cambodia recorded its first community transition of COVID. This resulted in a rapid response by the Government of Cambodia and the suspension for the project of all community-based activities until 21 December. OW4C prioritized the health and safety of our staff, colleagues, and beneficiaries during this tumultuous period. Impact
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