Public Service Delivery of One Window Service in Kandal Province (2018-2021)

Abstract

Provision of public services is a fundamental duty of the government to support national development and ensure effective public administration for the benefit of its citizens. This thesis focuses on public service delivery at the One Window Service Office (OWSO) in Kandal Province over a four-year period, from 2018 to 2021. The main purpose of this study is to examine the current work processes involved in public service provision within the Kandal Provincial Administration, particularly at the OWSO. In addition, the study analyzes existing data and reports published between 2018 and 2021 in order to identify past challenges, assess implemented solutions, and provide recommendations for officers working at the OWSO as well as relevant stakeholders to improve service delivery effectiveness.

The findings indicate that the work processes of the One Window Service Office have gradually improved. Both front-line and back-line officers have developed a stronger understanding of administrative procedures, resulting in more transparent service delivery and better coordination. Through professional training and improved procedural guidelines, the document processing flow has become faster and more efficient. Citizens have also gained a better understanding of legal requirements and service procedures, which has increased the number of applications for various public services. Application forms have become clearer and more user-friendly, enabling both applicants and officers to complete and verify documents more efficiently.

Despite these improvements, the One Window Service Office continues to face several challenges. These include a shortage of staff, limited technical capacity among some officers, insufficient training opportunities, increasing workload, and inadequate equipment. In addition, the electronic document transmission system remains somewhat inconvenient, and many citizens still lack sufficient information about available services and required procedures. As a result, applicants often submit incomplete documentation, leading to delays and additional time needed to prepare the required documents.

To address these challenges, the One Window Service Office has proposed several solutions. These include submitting requests to the Provincial Board of Governors to support additional technical training for officers, improving staff capacity, upgrading equipment, and enhancing public awareness of service procedures. Strengthening these areas is expected to improve the efficiency, transparency, and overall quality of public service delivery in Kandal Province.