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Usaid/Cambodia One Window for Citizens (Ow4c) Periodic Progress Report 1 January – 31 March 2021

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Usaid/Cambodia One Window for Citizens (Ow4c) Periodic Progress Report 1 January – 31 March 2021 PHOTO CREDIT: USAID OW4C USAID/CAMBODIA ONE WINDOW FOR CITIZENS (OW4C) PERIODIC PROGRESS REPORT 1 JANUARY – 31 MARCH 2021 Contract Number: 72044219C00001 This publication was produced for review by the United States Agency for International Development. It was prepared by Nickol Global Solutions LLC. USAID/Cambodia One Window for Citizens (OW4C) Periodic Progress Report 1 January – 31 March 2021 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. TABLE OF CONTENTS ACRONYMS III INTRODUCTION 1 SUMMARY OF PROGRESS ON ACTIVITIES 2 TECHNICAL ENGAGEMENT 2 INSTITUTIONAL ENGAGEMENTS 2 COLLABORATIVE ENGAGEMENTS 3 LEARNING ENGAGEMENTS 4 ADAPTING 4 CIVIC TECH TOOLS 5 INTERACTIVE VOICE RESPONSE AND FACEBOOK CHATBOT TOOLS 5 DESIGN AND DEVELOPMENT OF A PUBLIC ACCOUNTABILITY DASHBOARD 6 PUBLIC OUTREACH 6 ACTIVITIES BY PROVINCE: 7 MONITORING TOOLS 9 OW4C PERFORMANCE MONITORING PLAN 11 OPERATIONS 12 EXPANSION TO KAMPONG CHHNANG 12 USAID PAYMENT VERIFICATION PROCEDURE 12 REPORTING 12 MAJOR ACCOMPLISHMENTS 12 OPERATIONS 12 TECHNICAL 12 CHALLENGES AND PROPOSED RESOLUTIONS 13 NEW CHALLENGES 13 CHALLENGE 1 13 PLANS FOR NEXT QUARTER 14 CIVIC TECH TOOLS 14 PUBLIC OUTREACH 14 BATTAMBANG 14 BANTEAY MEANCHEY 14 KAMPONG CHHNANG 14 MONITORING 14 ii | Periodic Progress Report – USAID/Cambodia OW4C – January to March 2021 usaid.gov ACRONYMS API Advocacy and Policy Institute COP Chief of Party COR USAID Contracting Officer’s Representative COVID-19 Corona Virus Disease 2019 EU European Union GiZ The Deutsche Gesellschaft für Internationale Zusammenarbeit ISAC USAID Innovations for Social Accountability Cambodia Project ISAF Implementation Plan for Social Accountability in Cambodia 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 OWSU Royal Government of Cambodia One Window Service Unit SBAR Small Business Applied Research USAID United States Agency for International Development WE Act USAID Women’s Entrepreneurs Act Project iii | Periodic Progress Report – USAID/Cambodia OW4C – January to March 2021 usaid.gov 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 Cambodia’s district ombudsperson role. NGS has also 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 January – 31 March 2021 reporting period include: OW4C Civic Tech Tools – branded as Pidor the Smart Villager – reached the milestone of 4,000 Cambodian citizen-users since launching in August 2020. OW4C launched Pidor in Banteay Meanchey. Project social media has reached 127,170 Cambodians through our two Facebook pages, directly engaging 9,854 citizens. Results from the annual Battambang household survey show project impact on increasing citizen knowledge on OWSO services and increasing citizen feedback on services. Results from the second round of OWSO Accountability Working Group meetings in Battambang see actions taken on 54% of the recommended improvements identified by citizens via the OWSO scorecards conducted last year. OW4C opened its fourth office in Kampong Chhnang. 1 | Periodic Progress Report – USAID/Cambodia OW4C – January to March 2021 usaid.gov These, and related key activities implemented during the reporting period, are detailed in the section entitled Summary of Progress on Activities. OW4C achievements are set against a backdrop of operational challenges caused by two COVID-19 events in Cambodia. The first was an outbreak in Thailand in January that led to the return of thousands of Cambodians to Battambang and Banteay Meanchey Provinces resulting in restrictions on the size of gatherings allowed in both provinces to facilitate Government of Cambodia testing, monitoring and quarantine of returnees. This was followed by the “February 20th Event” that led to the communal transmission of the UK strain of the virus. Identified first in Phnom Penh, it quickly spread to other provinces. To date, preventative response actions have yet to contain the spread of the virus and the project is following government recommendations that: discourages in-persons gatherings, limits travel between provinces, and encourages working from home. NGS is balancing our commitment to keeping our staff safe during these times, while continuing to move the program forward as local conditions and/or technology allow. SUMMARY OF PROGRESS ON ACTIVITIES TECHNICAL ENGAGEMENT Year Two of the project focuses on an expansion of the piloting of the OW4C technology tools, the development of a public data dashboard to share feedback on OWSO services, and the continued engagement and support of Cambodian citizens’ access to improved public sector services. To achieve these goals, the project continued its active engagement with key audiences, influencers, and users of OWSO services. In support of the continued development of the project’s activities and the expansion of Pidor to new provinces, OW4C undertook active outreach and engagement with the following institutional stakeholders to assure the cooperation with, and success of, the project. Institutional Engagements USAID: OW4C’s Chief of Party (COP) attended the USAID/Cambodia Partners Meeting on 12 January. OW4C participated in the USAID/Cambodia Democracy and Governance Partners meeting on 28 January where the project presented its proposed public dashboard that will share data from the OW4C tools. 2 | Periodic Progress Report – USAID/Cambodia OW4C – January to March 2021 usaid.gov Ministry of the Interior: On 28 January OW4C met with the Ministry of the Interior to update them on the project and provide them an overview of the planned public dashboard. The Ministry was favorable of the project’s progress and had no objections to the dashboard design. Provincial Governments: During the reporting period, the project engaged the three provincial administrations where OW4C has activities. Highlights include: Battambang. OW4C conducted five OWSO Accountability Meetings in the province. Due to the 20 February Event, the meetings for the municipal and provincial Battambang working groups were adapted from an in-person format to virtual meeting format with success. Banteay Meanchey. On 30 March, OW4C conducted a virtual project orientation to the provincial authority of Banteay Meanchey. A total of 42 participants from provincial and municipal government staff, the Ministry of the Interior, OWSO, One Window Service Unit (OWSU), the provincial and district ombudsperson, and local social accountability NGOs attended. Kampong Chhnang. The OW4C Program Manager focused on developing the understanding of provincial and municipal administrations on the project and its tools. The culmination of these efforts will be virtual project orientation meeting with the authorities planned for 9 April 2021. Collaborative Engagements USAID, The World Bank, GiZ, and the European Union all have social accountability programs that aim to support the voice of Cambodian citizens and increase the transparency and accountability of the delivery of government services. The OWSOs are a sub-set of the larger social accountability landscape and therefore OW4C’s work is conducted in close collaboration with other programs to eliminate redundancies of program and/or create confusion for Cambodian officials. USAID Innovations for Social Accountability Cambodia Project (ISAC): OW4C participated in the following ISAC activities: “Introductory Data Literacy” workshop (23 – 25 February). Virtual Tech Meet up (26 March). Implementation Plan for Social Accountability in Cambodia (ISAF): ISAF is in the midst of planning the next phase of its program, which intends to expand conducting social accountability scorecards to district and municipal services, including OWSOs. OW4C has built an open conversation with World Vision,
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