Public services

Mobile App for Cambodians to Lodge Public Service Complaints Launches

The Our Voice app aims to help create more transparent and accountable public services in Cambodia by providing citizens with an easy way to anonymously provide feedback.
A person checks his phone in Phnom Penh. Kiripost/stringer
A person checks his phone in Phnom Penh. Kiripost/stringer

A mobile application that serves as a tool for citizens to confidentially provide feedback about public services, including lodging complaints, has officially been launched.

The “Our Voice” app – a joint initiative from the Ministry of Interior (MoI), Transparency International Cambodia (TI Cambodia), and ActionAid Cambodia (AAC) – is a free, user-friendly, and confidential mechanism for the public to make complaints, seek support, ask for information and evaluate public services in their locality.

The aim behind it is to contribute towards building more transparent, inclusive, and accountable public services in Cambodia, particularly gender responsive public services.

Since January 2020, with financial support from the European Union and Swedish International Development Cooperation Agency, technical teams from TI Cambodia and the MoI’s Department of Functions and Resources have been developing the app.

AAC has collaborated to design the mobile application, which include the organization of several rounds of consultative meetings with a broad range of stakeholders at both national and sub-national levels to garner their inputs.

By early 2022, the application was complete and was successfully deployed for testing across dozens of sub-national administrative offices in Cambodia. These include three One Window Service Units and Provincial/Capital Ombudsman, eight One Window Service Offices and District Ombudsman, and 30 Commune/Sangkat offices.

There are 10 provinces that have implemented the pilot project.

Pech Pisey, Executive Director of TI Cambodia, said all data obtained from the moblie app is managed by the MoI and TI experts who can access and view the information.

Sor Vorin, Deputy Director of the General Department of Administration, said mobile applications related to the provision of public services at a grassroots level are an important tool in terms of implementation. They also provide a modern means of convenience to enable the public to carry out tasks with ease.

He added, “Citizens can use the application to access information, file complaints, express dissatisfaction, and improve public service delivery. Previously, we had to put mail in the mailbox, hold face-to-face meetings at people's offices, or talk on the phone or via social media.”

As part of the collaboration, the three institutions have been working together to increase the capacity of MoI public officials and subnational service providers at OneWindow Service Offices/Units and Ombudsman Offices, as well as targeted communes and sangkats.

This helps to increase accountability and gender-responsive public service delivery, build the capacity of youth, especially young women, and provide a platform to engage in dialogues and monitor public service delivery in targeted areas.