Locations
Lao PDR Efficiency and Accessibility of Public Services Project (LEAP)
Development Challenge
Public services in Lao PDR remain fragmented, paper-based, and uneven in quality and accessibility. One Door Service Centres (ODSCs) face challenges related to limited digitalization, weak coordination across ministries, inadequate infrastructure, and low citizen awareness. Vulnerable groups—including women, persons with disabilities, ethnic minorities, and people in remote areas—often face additional barriers in accessing services. At the same time, opportunities for citizens and civil society to provide feedback and influence service improvements remain limited.
Project Background
The Lao PDR Efficiency and Accessibility of Public Services (LEAP) Project supports the Government of Lao PDR to modernize public administration and strengthen citizen-centred service delivery. The project focuses on improving and digitalizing One Door Service Centres (ODSCs), developing Smart ODSCs, strengthening monitoring and citizen feedback systems, and enhancing the participation of Non-Profit Associations (NPAs) and Organizations of Persons with Disabilities (OPDs) in public service delivery and policy dialogue. Through digital transformation, participatory approaches, and disability inclusion, LEAP aims to build more efficient, accessible, accountable, and inclusive public services.
Expected Results
- Stronger and more efficient ODSCs through improved coordination, streamlined procedures, and enhanced monitoring systems.
- More accessible public services through Smart ODSCs and digital solutions.
- Increased citizen participation and accountability through citizen feedback mechanisms and social accountability tools.
- Enhanced capacity of NPOs to conduct Participatory Action Research (PAR) and support service improvements.
- Improved disability-inclusive public services through OPD-led training and accessibility audits.
- Stronger engagement of civil society in national policy discussions and implementation of the Convention on the Rights of Persons with Disabilities (CRPD).
Key Achievement
- Launched Lao PDR's first nationwide Citizen Feedback Survey, collecting over 4,090 responses and establishing a baseline on accessibility, quality, and responsiveness of public services.
- Assessed 26 ODSCs across five provinces and established an ODSC Dashboard containing operational data for 88 ODSCs.
- Developed new Standard Operating Procedures for in-person, hybrid, and fully digital service delivery models.
- Advanced development of the Smart ODSC platform and mapped 98 government services across five ministries and agencies for digital integration.
- Procured and handed over ICT equipment valued at USD 377,000 to 70 ODSCs and established a Digital Training Centre in Vientiane Capital.
- Established quarterly ODSC coordination meetings involving more than 90 participants nationwide.
- Supported eight NPA-led Participatory Action Research initiatives across seven provinces to address service delivery barriers faced by vulnerable groups.
- Delivered disability inclusion training to 47 staff across 14 ODSCs and conducted accessibility audits in 10 ODSCs.
- Supported the launch of the 2026–2030 National Action Plan for implementation of the CRPD recommendations.
Project Details
- Status: On-going
- Duration: 2024 - 2028
- Focus area: public administration
- Implementing partner: Central Committee for Organization Personnel (CCOP)
- Total project budget: 4,000,000 USD
- Donor: USAID (ex), Irish Aid
Contacts:
United Nations Development Programme
Lane Xang Avenue
P.O. Box 345 Vientiane, Lao PDR
Email: info.la@undp.org
Tel: +856 (0) 21 267 777
Fax: +856 (0) 21 267 799
