Between October and 5th November, our team embarked on a series of sensitization activities on the Single Window Citizens Engagement Service (SWCES). The focus was simple: help people understand how SWCES works and how it brings government services closer to them. But as the engagements unfolded, it became clear that SWCES presented a much bigger opportunity — an opportunity to also talk about the Right to Information (RTI) and what it truly means for ordinary citizens.
Meeting People Where They Are Through SWCES
The sensitizations took us directly into communities, engaging citizens in spaces where they live, work, and interact daily. Many participants were eager to learn about SWCES — what services are available, who qualifies, and how to access them. These questions alone revealed something important: people want information, but they often do not know where or how to get it.
This naturally opened the door to conversations about the Right to Information.
Rather than presenting RTI as a legal concept or a complicated process, we spoke about it as a basic right — the right to ask questions, to seek clarity, and to receive information from public institutions that affect one’s life.
How RTI Fit Naturally into the SWCES Sensitization
SWCES is designed to simplify access to government services, but RTI is what gives citizens the confidence to ask. During the sensitization sessions, we explained that:
- SWCES provides information proactively, without citizens having to struggle through bureaucracy.
- RTI exists to support citizens when information is not readily available or clearly provided.
- Citizens do not need to be lawyers or “important people” to request information from public institutions.
By linking SWCES to RTI, participants began to see that government information is not a privilege, but a right.
Turning Curiosity into Empowerment
One of the most impactful moments during the sensitizations was when participants began sharing their personal experiences — instances where they had been unsure about which institution to approach, or where they had received conflicting information.
These real-life concerns allowed us to introduce RTI in a practical way:
- Who to request information from
- What type of information can be requested
- How RTI officers exist to support, not intimidate, citizens
Many participants expressed surprise that such a law exists, and even more surprise that it is meant to work in their favor.
RTI as a Tool, Not Just a Law
The sensitization exercise helped shift the perception of RTI from being “a law on paper” to being a tool people can actually use. By embedding RTI discussions into the SWCES engagements, the message became clearer and more relatable.
RTI was no longer just about writing formal letters. It became about:
- Asking questions confidently
- Demanding clarity respectfully
- Participating meaningfully in governance
Lessons from the Field
The October–November sensitizations reinforced an important lesson: people are ready to engage, but they need information presented in a way that connects with their everyday realities.
SWCES provided the entry point, but RTI gave the engagement depth. Together, they created a space where citizens felt heard, informed, and empowered.
Looking Ahead
As RTI sensitization efforts continue, integrating them into existing programmes like SWCES will remain crucial. It ensures that discussions about rights do not happen in isolation, but within the real contexts where citizens interact with government services.
Ultimately, the goal is not just awareness, but confidence — confidence for citizens to ask, to know, and to participate.
Because access to information is not just about documents.
It is about people.