The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Assam Citizen-Centric Service Delivery Project (P150308) SOUTH ASIA | India | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2017 | Seq No: 7 | ARCHIVED on 28-Jun-2021 | ISR47165 | Implementing Agencies: Assam Rural Infrastructure and Agricultural Services (ARIAS) Society, Government of Assam Key Dates Key Project Dates Bank Approval Date: 26-May-2017 Effectiveness Date: 11-Aug-2017 Planned Mid Term Review Date: -- Actual Mid-Term Review Date: 27-Jan-2020 Original Closing Date: 30-Jun-2022 Revised Closing Date: 30-Jun-2022 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The Project Development Objective is to improve access in the delivery of selected public services in Assam. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1. Technical Assistance:(Cost $31.70 M) Component 2. Results-based Financing:(Cost $7.50 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Moderately Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Unsatisfactory Moderately Unsatisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The project disbursement has been low at 20 percent. Core parts of the project, such as building of a Right to Public Services (RTPS) Portal for on- line service delivery and establishing Public Facilitation Centres (PFC), which determine project expenditure, have faced significant delay and are only functional from the fourth year onwards. This affected implementation of other activities centered around these two core aspects of the project, such as communications campaign, Business Process Reengineering of services, etc. The project has now awarded all key procurements, including the packages for Managed Service Contracts for PFC operationalization, with 238 PFC sites operationalized, while and the remaining 167 sites are currently undergoing renovation and expected to be operationalized in the next few months. The RTPS Portal development is complete and already logging RTPS transactions, although not released publicly which is expected to take place in the next two months. Additional features, such as RTPS Appeals, Management Information System (MIS) and more services are being added to the Portal. The Portal is available at http://rtps.assam.gov.in/ in English and Assamese. Transactions are already happening on the Portal even as a public launch of the scaled up RTPS Portal is being planned (tentatively scheduled for August 2021). Currently, online applications for 26 services are available and remaining 20 are in the process of being made available on the Portal, with a target of July 2021. The Information, Education and Communication (IEC) campaign rolling out RTPS and the Portal will be timed with the public launch. 6/28/2021 Page 1 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) The project is now being restructured to bring services into the RTPS ambit, promote institutionalization and efficiency of the RTPS, and make RTPS Portal available over a wider e-service delivery platform, among others. The restructuring package will be made publicly available upon World Bank approval. Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance Moderate Moderate Moderate Macroeconomic Moderate Moderate Moderate Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Moderate Moderate Moderate Institutional Capacity for Implementation and Substantial Substantial Substantial Sustainability Fiduciary Moderate Moderate Moderate Environment and Social Low Substantial Substantial Stakeholders Substantial Substantial Substantial Other -- -- Substantial Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes To improve access in the delivery of selected public services in Assam IN01006055 ►Number of applications submitted on-line for RTPS services. (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target The RTPS Portal now The project has hosts 25 RTPS services reportedly achieved in a live public test the end target, which version and will be fully are currently being launched publicly in verified by the IVA, November 2020 while be The RTPS Portal now Value 350,000.00 1,035,125.00 scaled up to hosts 26 RTPS accommodate more services in a live public services. Meanwhile, test version; RTPS services not on the meanwhile, RTPS portal and some services not on the traditionally rendered portal and some 6/28/2021 Page 2 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) RTPS services continue traditionally rendered to be provided through RTPS services existing mechanisms. continue to be provided through existing digital mechanisms. Date 30-Apr-2017 21-Oct-2020 31-May-2021 01-Jul-2022 IN01006061 ►Public Facilitation Centers fully operational (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target 57 fully operational Public Facilitation Centres (PFC) 238 Public Facilitation operational. Facilitation Centres (PFC) are fully 30 fully operational Management vendors for 428 Public Facilitation operational. The Value Public Facilitation 359 PFCs, covering Centres fully pandemic and Centers identified. autonomous council operational lockdown have areas and nine other affected PFC rollout. districts, appointed and the centres are being refurbished. Date 30-Apr-2017 18-Mar-2020 31-May-2021 01-Jul-2022 Intermediate Results Indicators by Components Strengthening RTPS implementation IN01006062 ►RTPS ICT platform is operational. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target The RTPS portal developed by NIC currently hosts 26 services and The RTPS portal transactions are taking developed by NIC place. The pandemic currently hosts 25 Detailed project report and lockdown has Annual Service services and transactions Value and implementation plan impacted portal scale Delivery Report based are taking place. A public to be approved by GoA. up. Additional 20 on MIS published. launch with 40 online services to be included services is expected in on the portal by July November 2020. 2021. A public launch is expected in August 2021. Date 30-Apr-2017 21-Oct-2020 31-May-2021 01-Jul-2022 IN01006065 ►Access to RTPS Services expanded to Targeted districts (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target 6/28/2021 Page 3 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) The three Autonomous Councils, Bodoland The three Autonomous Territorial Council, Councils, Bodoland Karbi Anglong Territorial Council, Karbi Autonomous Council Anglong Autonomous (KAAC) and N C Hills Value 0.00 Council (KAAC) and N C 45.00 Autonomous Council Hills Autonomous (NCHAC), have so far Council (NCHAC), have notified 110 services so far notified 62 services under the RTPS – under the RTPS. surpassing the end target for this indicator. Date 30-Apr-2017 21-Oct-2020 31-May-2021 01-Jul-2022 IN01006067 ►Number of Services notified under RTPS Act (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target 80 Government to 80 Government to Citizen Citizen RTPS services 55 RTPS services have RTPS services and 386 40 additional RTPS and 386 Government Value been notified. under the Government to Business Services over year 4 to Business RTPS Act. RTPS Services have achievement Services have been been notified so far. notified so far. Date 30-Apr-2017 21-Oct-2020 31-May-2021 01-Jul-2022 IN01006068 ►Number of applications for RTPS with women as beneficiaries (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target An update to the last measured total of 133,111 RTPS applications with women as beneficiaries as on A total of 178,259 December 31, 2018 is RTPS applications being collected as RTPS with women as is presently rendered beneficiaries were through multiple received online from 4 platforms. Meanwhile a departments for which Outreach strategy for box to capture gender of Increase of 10% Value MIS is available. This women designed. RTPS applicant is a percent over year 4. is 30% of total feature in the new RTPS applications received platform developed by in Year 3. NIC. A Customized IEC Transactions were campaign targeting affected by the women has also been lockdown. carried out. Meanwhile to make the PFCs women friendly roughly 38% of staffing of PFCs is by women. Date 30-Apr-2017 21-Oct-2020 31-May-2021 01-Jul-2022 Supporting Process Re-emgineering in Selected Services IN01006063 6/28/2021 Page 4 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) ►Government departments with improved processes for targeted services. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target As-IS and To-Be studies have been completed for 51 services in 6 departments for Business BPR of RTPS services Process Reengineering with recommendations (BPR). BPR Studies for for administrative another 6 services in one process refinements existing and one new and technical changes department (i.e 7 have been taken up for Value 0.00 departments) are 108 services of 22 4.00 underway. BPR studies departments and the were interrupted by the three Autonomous COVID situation for three Councils, and more months but have than 80 percent of resumed. A project these efforts have management unit for been completed. implementing BPR in the Autonomous Councils is operational Date 30-Apr-2017 21-Oct-2020 31-May-2021 30-Jun-2021 RTPS services delivered within stipulated time limits IN01006064 ►RTPS services applications responded to within the legal time-frame. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target A repeat study of the RTPS service delivery time-line efficiency has not been carried out using the multiple channels through which 98% as per report RTPS services are published at the portal currently rendered. www.rtps.assam.gov.i However, the status of n/. service rendered through However, the sample the new RTPS portal, size is small as the Value 0.00 80% https://rtps.assam.gov.in new RTPS portal , shows that of 669 covers only a limited services delivered 666 number of RTPS were delivered within services and is being time-limits imposed. Of expanded. 948 service applications pending 901 were within time-limits showing 5% of applications were pending beyond time- limit. Date 30-Apr-2017 31-Mar-2020 31-May-2021 30-Jun-2021 IN01006066 ►Increase in RTPS beneficiary feedback on service delivery (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target 6/28/2021 Page 5 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) The Grievance Redressal system for RTPS The Grievance services is in the process Redressal system for of development through RTPS services has NIC. A toll-free call been developed centre for RTPS has (currently under been established and is security audit) A toll- functional. The RTPS free call centre for portal also provides RTPS has been contact details for established and is grievance or feedback. functional. The RTPS An RTPS IEC campaign portal also provides with insights from a contact details for comprehensive grievance or feedback. 15% increase over Value No user feedback. Communication Needs An RTPS IEC year 4. Assessment study, campaign based on including citizen citizen feedback will be feedback and pilot test rolled-out along with runs, is ready for roll-out the planned launch of along with the planned scaled up RTPS Portal launch of RTPS Portal in in August 2021 to help November 2020 to help generate demand for generate demand for services and timely services and timely response in service response by the delivery. respective authorities. Date 30-Apr-2017 21-Oct-2020 31-May-2021 30-Jun-2021 Performance-Based Conditions IN01006069 ►PBC 1 Number of applications submitted on-line for RTPS services. (Text, Outcome, 2,500,000.00, 40.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 The project has reportedly achieved the end target, which is being verified by the IVA, The RTPS Portal An IEC campaign has now hosts 26 RTPS been designed to be services in a live public launched along with the test version; meanwhile, Value 350,000.00 launch of the RTPS -- RTPS services not on the portal in November 2020. portal and some The RTPS Portal now traditionally rendered hosts 25 RTPS services. RTPS services continue to be provided through existing digital mechanisms. Date -- 21-Oct-2020 31-May-2021 -- 6/28/2021 Page 6 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) IN01006070 ►PBC 2 Public Facilitation Centers fully operational (Text, Outcome, 1,000,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 57 fully operational Public Facilitation Centres operational. 238 Public Facilitation Facilitation Management 30 fully operational Public Centres (PFC) are fully vendors for 359 PFCs, Value Facilitation Centers operational. The pandemic -- covering autonomous identified. and lockdown have council areas and nine affected PFC rollout. other districts, appointed and the centres are being refurbished. Date -- 18-Mar-2020 31-May-2021 -- IN01006071 ►PBC 3 Access to RTPS Services expanded to Targeted districts (Text, Intermediate Outcome, 2,500,000.00, 100.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 The three Autonomous The three Autonomous Councils, Bodoland Councils, Bodoland Territorial Council, Karbi Territorial Council, Karbi Anglong Autonomous Anglong Autonomous Council (KAAC) and N C Value 0.00 Council (KAAC) and N C Hills Autonomous Council -- Hills Autonomous (NCHAC), have so far Council (NCHAC), have notified 110 services so far notified 62 services under the RTPS – under the RTPS. surpassing the end target for this indicator. Date -- 21-Oct-2020 31-May-2021 -- IN01006072 ►PBC 4 Number of Services notified under RTPS Act (Text, Intermediate Outcome, 1,500,000.00, 62.50%) Baseline Actual (Previous) Actual (Current) Year 2021-22 80 Government to Citizen 80 Government to Citizen 55 RTPS services have RTPS services and 390 RTPS services and 386 Value been notified. under the Government to Business Government to Business -- Act. RTPS Services have RTPS Services have been been notified so far. notified so far. Date -- 21-Oct-2020 31-May-2021 -- 6/28/2021 Page 7 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P150308 IBRD-87540 Effective USD 39.20 39.20 0.00 8.45 30.75 22% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P150308 IBRD-87540 Effective 26-May-2017 05-Jun-2017 11-Aug-2017 30-Jun-2022 30-Jun-2022 Cumulative Disbursements PBC Disbursement Achievement Disbursed amount in Disbursement % PBC ID PBC Type Description Coc PBC Amount Status Coc for PBC 6/28/2021 Page 8 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Restructuring History Level 2 Approved on 29-Nov-2019 Related Project(s) There are no related projects. 6/28/2021 Page 9 of 9