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All Journal Journal of Public Administration and Government (JPAG)
Chem, Vuthy
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Social Sciences

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Effectiveness of Public Service Delivery from One Window Service Office: A Comprehensive Review Prak, Penh; Serey, Mardy; Hour, Chhunkry; Chem, Vuthy
Journal of Public Administration and Government Vol. 7 No. 2 (2025)
Publisher : Fakultas Ilmu Sosial dan Ilmu Politik Universitas Tadulako

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22487/jpag.v7i2.1998

Abstract

One Window Service Office (OWSO) plays a crucial role in delivering essential public services to local residents. The OWSO, which located in all districts and municipal within the provinces, aims to facilitate efficient service provision by eliminating redundant procedures and ensuring that citizens receive timely assistance. The office integrates a wide range of administrative tasks, including business registration, land management, tax collection, and civil documentation, under a unified system designed to minimize bureaucratic hurdles. This review aims to explore the extent to which the OWSO in Cambodia has contributed to improved governance and enhanced citizen engagement. This study adopts a qualitative case study approach to examine the effectiveness of public service delivery at OWSO in districts and municipal of Cambodia. By focusing on the OWSO, the study provides a detailed understanding of institutional practices, challenges, and outcomes related to public service delivery. A comprehensive review of secondary data was conducted to gather information on the establishment, objectives, and implementation of the Bavet OWSO. As results, this review indicate that while the OWSO has successfully simplified administrative procedures and improved service accessibility, its effectiveness is hindered by inadequate staffing, limited technological integration, and inconsistent enforcement of standardized procedures. Comparative analyses with similar initiatives in Indonesia, the Philippines, and Vietnam reveal that more digitally advanced and institutionally supported OWSO models achieve higher levels of efficiency and user satisfaction. These comparisons underscore the importance of investing in digital infrastructure, strengthening institutional capacity, and implementing robust anti-corruption measures to maximize the benefits of one-stop service centers. Additionally, the review highlights the need for enhanced citizen engagement and service awareness to ensure that residents fully utilize the available services and contribute to continuous improvements in service delivery.
Effectiveness of Decentralized Administration Management in Cambodia: A Comprehensive Review Yin, Punleu; Serey, Mardy; Hour, Chhunkry; Chem, Vuthy
Journal of Public Administration and Government Vol. 7 No. 2 (2025)
Publisher : Fakultas Ilmu Sosial dan Ilmu Politik Universitas Tadulako

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22487/jpag.v7i2.1999

Abstract

Decentralization has emerged as a key governance reform strategy aimed at improving administrative efficiency, enhancing citizen participation, and promoting equitable development. In Cambodia, decentralization reforms initiated in the early 2000s sought to transfer authority, financial resources, and decision-making powers from the central government to subnational levels, including provinces, municipalities, districts, and communes. This literature-based study evaluates the effectiveness of decentralized administration management in Cambodia, focusing on institutional capacity, service delivery performance, and governance outcomes. Drawing on case studies, comparative analyses with Indonesia, the Philippines, and Vietnam, and established theoretical frameworks such as New Public Management (NPM) and SERVQUAL, the review identifies both achievements and persistent challenges. Findings indicate that while decentralized administration in Cambodia has contributed to improved local governance and greater responsiveness to community needs, its effectiveness remains constrained by limited institutional capacity, infrastructural deficiencies, and the persistence of informal practices and corruption. The Kampong Speu Province case study illustrates how local governments have made progress in service accessibility and citizen engagement but continue to struggle with inefficiencies, uneven service quality, and weak accountability mechanisms. Comparative insights suggest that successful decentralization depends on robust institutional support, technological integration, and strong anti-corruption frameworks. This review concludes with policy recommendations aimed at strengthening human resource capacity, investing in digital infrastructure, enforcing transparency and accountability, and enhancing citizen participation in local governance. By addressing these areas, the Cambodian government can improve the functionality of decentralized administration and ensure more effective and inclusive public service delivery.
Co-Authors Hour, Chhunkry Prak, Penh Serey, Mardy Yin, Punleu