The World Bank MN: SMART Government (P130891) REPORT NO.: RES36091 RESTRUCTURING PAPER ON A PROPOSED PROJECT RESTRUCTURING OF MN: SMART GOVERNMENT PROJECT APPROVED ON JUNE 6, 2014 TO MONGOLIA DIGITAL DEVELOPMENT EAST ASIA AND PACIFIC Regional Vice President: Victoria Kwakwa Country Director: Martin Raiser Senior Global Practice Director: Boutheina Guermazi Acting Practice Manager/Manager: Doyle Gallegos Task Team Leader: Siou Chew Kuek 1 The World Bank MN: SMART Government (P130891) ABBREVIATIONS AND ACRONYMS $ All dollars are in United States dollars unless otherwise indicated CS Cabinet Secretariat ePRS e-Property Registration System GAPCSP Government Agency for Policy Coordination on State Property GASR General Authority for State Registration GPA Government Procurement Agency ICT Information communication technologies IDA International Development Association ITPTA Information Technology, Post and Telecommunications Authority NDC National Data Center NSO National Statistics Office PAD Project Appraisal Document PDO Project Development Objective PIU Project Implementation Unit UB Ulaanbaatar XYR Data Exchange Center 2 The World Bank MN: SMART Government (P130891) BASIC DATA Product Information Project ID Financing Instrument P130891 Investment Project Financing Original EA Category Current EA Category Not Required (C) Not Required (C) Approval Date Current Closing Date 06-Jun-2014 31-Dec-2020 Organizations Borrower Responsible Agency Mongolia Office of the Cabinet Secretariat Project Development Objective (PDO) Original PDO The development objective of the project is to use information and communication technologies to improve accessibility, transparency, and efficiency of public service in Mongolia. OPS_TABLE_PDO_CURRENTPDO Summary Status of Financing Net Ln/Cr/Tf Approval Signing Effectiveness Closing Commitment Disbursed Undisbursed IDA-54830 06-Jun-2014 18-Jun-2015 17-Aug-2015 31-Dec-2020 19.40 5.14 12.27 Policy Waiver(s) Does this restructuring trigger the need for any policy waiver(s)? No 3 The World Bank MN: SMART Government (P130891) I. PROJECT STATUS AND RATIONALE FOR RESTRUCTURING 1. The Mongolia: SMART Government project (P130891) was approved on June 6, 2014 with the following components and sub-components: Component 1: Enhance Civic Engagement and Citizen Feedback Mechanisms ($1.1m) a. Technical Assistance ($0.1m) b. Investment Support ($0.5m) which included expansion of the 11-11 center to the Aimag centers c. Support Government to Develop a Business Analytics Program ($0.5m) Component 2: Enabling Foundations for SMART Government ($10.9m) a. Investment and Technical Assistance ($2.1m) b. Investment Support to Upgrade the NDC and Transition it into a National Data Exchange and Cloud Computing Infrastructure for the Government ($5.0m) c. Investment Support to Establish an Innovation Support Program ($0.5m) d. e-Property Registration System ($3.0m) e. Capacity Development Support to the CS and ITPTA to Strengthen its Ability to Deliver on the SMART Government Program ($0.3m Component 3: Enabling Open Data ($5.6m) a. Design and Implementation of an Open Data Initiative ($0.6m) b. Data Production Capabilities of the National Statistics Office (NSO) ($5.0m) Component 4: Project Implementation Support ($2.4m) 2. On June 11, 2015, before the project was signed or effective, it was restructured at the request of the Government to increase the amount allocated to Sub-component 2.a; specifically, several activities related to business process reengineering of Government ministries and agencies were added at the request of the Office of the Speaker of the Parliament. The allocation for Sub-component 2.a was increased by $4.2m from $2.1m to $6.3m. As a result, Sub- component 1.b was dropped, and the amounts for Sub-components 2.b, 2.d, and 3.b were reduced. The revised Component costs were: Component 1: Enhance Civic Engagement and Citizen Feedback Mechanisms ($0.40m) Component 2: Enabling Foundations for SMART Government ($12.60m) Component 3: Enabling Open Data ($4.60m) Component 4: Project Implementation Support ($2.4m) The restructuring did not modify the original Project Development Objective and there were no changes made in the Results Framework, Safeguard Categories, and Safeguard Policies Triggered. The closing date was extended by one year. 3. The project became effective on August 17, 2015, almost a year later than expected. 4. Most components and sub-components of the project have been further delayed due to political changes resulting in shifting priorities and delayed decision making as well as slow procurement. The notable exception is the project activities related to the implementation of the e-Property Registration System (ePRS) under the General Authority for State Registration which has been successfully completed and ePRS is fully operational in all nine districts of Ulaanbaatar and all 21 provinces of Mongolia. The system delivered direct benefits to citizens and businesses including reduced 4 The World Bank MN: SMART Government (P130891) transaction time (in some cases, from three days to 30 seconds), improved quality of data, access to property information throughout Mongolia, and more efficient processing of requests for documents to support loan applications. The Open Data Readiness Assessment has been also completed. The end targets for PDO Indicators of Average number of days to issue a property ownership certificate and Volume of government data made publicly available as Open Data as well as for Intermediate Results Indicators of Share of 11-11/1234/1200 queries resolved within three days, Number of provinces and UB districts where the e-Property Registration System has been rolled-out, and Number of datasets released have been met. Good progress has been made on the Number of agencies hosting databases at the National Data Center Intermediate Results Indicator. 5. In relation to procurement, during project appraisal and negotiations, it was agreed that the newly established Government Procurement Agency (GPA) would be responsible for managing project procurement. The World Bank supported the use of country systems and GPA despite significant risks associated with the new agency. However, it was agreed that this arrangement of handling project procurement would be piloted for the first two years of project implementation. This arrangement was reflected in the Project Appraisal Document (PAD) but not in the Financing Agreement. During the first 2 years after the project effectiveness, GPA was dissolved and merged with the State Property Commission into the new Government Agency for Policy Coordination on State Property (GAPCSP) under the Prime Minister. In order to accelerate project implementation due to the project procurement being very slow and little value being added by GAPCSP, it was agreed in 2017 that the project would revert to typical procurement arrangements for World Bank financed projects, i.e., to make the implementing agency responsible for the management of project procurement. Thus, the Cabinet Secretariat was made responsible for the management of project procurement with the involvement of PIU and the beneficiary agencies. 6. This change resulted in improved procurement processing in 2018 and the signing of two relatively large contracts in early 2019: Disaster Recovery Center contract worth $4.5m (under Sub-component 2.b) and the National Enterprise Architecture and Interoperability Framework consulting assignment worth $1.05m (under Sub-component 2.a). In addition, the procurement for the Enhancement of the XYR System at the National Data Center worth over $0.84m (under Sub-component 2.a) has been also completed. The implementation of these contracts is expected to improve the Project’s disbursement rate in 2019. Unfortunately, the tender for another large contract (the Data Production Solution for NSO with estimated cost of $2.1m under Sub-component 3.b) had to be cancelled because none of the three bidders who submitted bids met the qualification requirements and re-bidding is under way. 7. The Project Development Objective and Implementation Progress ratings remained Moderately Unsatisfactory due to delayed implementation and a low disbursement rate (24.75% as of September 10, 2019 compared to the projected disbursement rate of 58.8% at the end of FY19 according to the disbursement schedule formally revised at the time of the first restructuring). 8. Project procurement has been in general in compliance with the World Bank Procurement Guidelines and Consultant Guidelines. There have been no significant issues relating to either procurement or contract management except the delays mentioned above. The project is in compliance with World Bank Financial Management policies. There are neither outstanding audits nor are there any audit qualifications. The project’s environmental assessment category is C and only the Indigenous Peoples Policy (OP 4.10) has been triggered. The Grievance Redress Mechanism was reactivated in December 2018. There has been no land acquisition related to the project. The Project has complied with most of the Legal Covenants. However, the Innovation Financing Manual is being finalized and is expected to be completed by the end of 2019. 9. During the Midterm Review (November/December 2018), the status of the Project was reviewed. The First Deputy Chief of the Cabinet Secretariat and all heads of the beneficiary agencies confirmed that the SMART Government Project 5 The World Bank MN: SMART Government (P130891) remains a priority for Mongolia; that its implementation will be further accelerated in the coming months; and that the Project activities (as revised by the proposed restructuring) will be implemented by the Project’s closing date of December 31, 2020. The Government of Mongolia informed the World Bank that it had reassessed its priorities and decided that funding for the activities related to business process reengineering of Government ministries and agencies (added under the first restructuring to Sub-component 2.a) was no longer required and that these activities should be dropped. Due to political changes and shifting priorities in the period since the restructuring and effectiveness in 2015, the Government made no progress on these activities and no funds were spent. Simultaneously, the Government recognized that the project focuses on internal improvements within the government which make the government work more efficiently, but these do not deliver clearly identifiable benefits to the citizens. Therefore, it was proposed that the business process reengineering activities should be replaced by activities which would provide direct services/benefits to citizens. 10. The Ministry of Finance has submitted to the World Bank a letter dated February 12, 2019 requesting a Project Restructuring to include activities that are needed to meet the Project’s Development Objectives. The activities to be included had been prioritized using the following criteria: (a) they should provide direct services/benefits to citizens; and (b) implementation must be completed before the Project’s closing date of December 31, 2020. 11. During the mission in July 2019, the Government reconfirmed that the SMART Government Project is well aligned with the Government’s priorities (digitalization and streamlining of public services) and remains a priority for Mongolia; that the Project’s implementation will be further accelerated in the coming months; and that the Project activities, as revised by the proposed restructuring, will be implemented by the Project’s closing date of December 31, 2020. The implementing agency and all beneficiary agencies are committed to implement the Project and a detailed Implementation Plan for the remaining activities was agreed in July 2019 (see Annex 1). The most critical risk associated with the successful implementation of the Project during the remaining 16 months is timing as the agreed timelines (documented in the Implementation Plan) are very tight. They can be completed but the remaining procurement processes and implementation will have to be executed efficiently and in a timely manner. II. DESCRIPTION OF PROPOSED CHANGES 12. The proposed Restructuring will not affect the Project Development Objectives, the project’s closing date, the amount of financing, the implementation arrangements, or safeguards. 13. The Government of Mongolia has requested the following changes to restructure the Project: Components (a) Component 1. Enhance Civic Engagement and Feedback Mechanisms. Proposed reallocation of $680,000 from Component 2 to Component 1. (i) Replace Review and Assessment of the 11-11 Call Center (under Sub-component 1.a) with Improvement of the 11-11 Call Center (under revised Sub-component 1.b) and increase the allocation from $100,000 to $500,000; (ii) Add Sub-component 1.d to implement an Integrated Government Portal for public digital services (including a mobile application version plus consulting services); estimated cost is $280,000. (b) Component 2. Enabling Foundations for Smart Government. 6 The World Bank MN: SMART Government (P130891) (i) Remove activities related to Business Process Re-engineering (from Sub-component 2.a) that are no longer required by the government. (ii) Increase the allocation for the Enhancement of Data Exchange Center (XYP) (under Sub-component 2.a) from $500,000 to $950,000; (iii) Add Sub-component 2.f Developing Public Digital Services including: A. Implement Public Facing Digital Services from the General Authority for Labor and Welfare Service (nine services) and General Authority for State Registration (30 services); estimated cost is $875,000; B. Provide support to the National Development Agency in the development of the Invest Assist system to be used at the One-Stop-Service Center, which will provide government services to foreign investors; estimated cost is $250,000. (c) Component 3. Enabling Open Data. Reallocate funds within Sub-component 3.b Data production capabilities of the NSO to enable implementation of a system for consistency check and data generation by integrating NSO's databases and reports with the: (i) corporate income tax data of the General Department of Taxation; and (ii) the electronic payment system of value added tax of the Information Technology Center for Customs, Tax and Finance. The estimated cost of this activity is $85,000. Table 1: Project Components and Costs after the Proposed Restructuring1 Current Cost Proposed Committed Disbursed ($ million) Cost ($ million) ($ million) ($ million) Component 1: Enhance Civic Engagement and 0.40 1.08 0.06 0.03 Citizen Feedback Mechanisms Component 2: Enabling Foundations for SMART 12.60 11.92 8.32 1.98 Government Component 3: Enabling Open Data 4.60 4.60 1.29 1.02 Component 4: Project Implementation Support 2.40 2.40 0.89 0.43 Total 20.00 20.00 10.56 3.46 Results Framework The restructuring takes the opportunity to update the results framework and ensure that the indicators more realistic, are fully aligned with the PDO and the project’s adjusted activities; and are more supportive of the Bank’s gender and citizen engagement. For example, the Project’s Results Framework was not revised during the previous restructuring in 2015 though the introduced changes affected the Project’s ability to reach the established targets due to the related activities being removed, or their funding decreased; these changes also affected the ability to collect data for some of the indicators. There was also no citizen engagement indicator included at the time of the project’s design, and one is added as part of this restructuring. The results framework was also discussed during the 1While the original signed IDA amount was $19.40m equivalent, due to exchange rate loses, the actual total IDA funding is only $17.24m as of September 2, 2019 7 The World Bank MN: SMART Government (P130891) mission from October 7 to 11, 2019. Based on the current assessment, and it was agreed during the mission to update the Project’s other results indicators as part of this restructuring process. (d) Changes to the Results Framework of the Project are proposed as follows: PDO-Level Indicators (i) Remove two indicators measuring the "Number of new 11-11 center users at the aimag level." The funding for the replication of the Ulaanbaatar 11-11 center in the aimag capitals was removed as part of the restructuring in 2015 which resulted in the Project not being able to deliver on these PDO indicators. Returning the funding for these activities under the proposed restructuring was considered but it was agreed that the physical 11-11 centers have lost relative relevance since project design due to advancements in access to internet and smart phones usage. Instead, the proposed restructuring allocates additional funding for the improvement of the 11-11 call center system which serves citizens across Mongolia including users at the aimag level. However, the physical location of the users of the call center often can’t be established which makes the measurement of these indicators impossible. (ii) Remove the indicator on “Customer satisfaction with the responses received through the integrated 11-11 platforms”; and its sub-indicator related to female’s satisfaction for this service. The 30% target is not sufficiently ambitious but it not feasible to increase it reasonably, as the satisfaction rates are highly affected by the internal government processes of the relevant agency providing the services, rather than the changes brought forth by improving the platforms. There is also no mechanism in place to accurately measure the satisfaction rate. The current method is based on the number of “thank you notes” received out of all the services provided, which resulted in an unrealistically low achievement rate. (iii) Add two indicators on “Availability of public services for citizens through digital channels” and “Availability of public services for businesses through digital channels”. This is aligned with the PDO to increase accessibility of public services; and is based on the addition of “Sub-component 2.f Developing Public Digital Services” as mentioned above. These additional indicators are also fully aligned with the PDO to increase accessibility. The commonly used public services for citizens refer to used public services for state registration, labor, welfare, etc.; while those for businesses refer to registration of legal entity, property rights, etc. These services can be accessed online from anyway with mobiles/laptops/PCs and internet access; instead of only the physical channel. They can also be accessed more readily as they are to be made available at least 5 days x 24 hours per week. (iv) Add an indicator on “Citizens' access to information on the resolution process and status of their feedback to the Citizens' Feedback Centers”. This is aligned with the PDO to increase transparency of the resolution status, and the government’s back-end processes for responding to citizens’ feedback. (v) Correct the wording of the “Reduction in the average number of days to issue a property ownership certificate” PDO Indicator to “Average number of days to issue a property ownership certificate (Number).” This rewording of the indicator is to correct an error in the PAD to make the indicator consistent with the original baseline and target data. Intermediate-Level Indicators 8 The World Bank MN: SMART Government (P130891) (vi) Adjust the indicator on “Share of 11-11 queries resolved within 3 days” to “Share of 11-11 queries resolved within 3 to 7 days” instead. The 11-11’s institutional standard and monitoring system are set up to measure resolution by the 3 to 7 days standard instead of 3 days. (vii) Lower end targets for two indicators measuring the "Number of contacts to the integrated 11-11 platforms" from 1,000,000 to 175,000 instead. At the time of project design, the 11-11 platform was one of the key priorities of the Government which actively used it to communicate with the citizens including live interviews and weekly calls with the Prime Minister and other ministers; this generated a lot of interactions. The targets for these indicators were set assuming that this approach will continue. However, the subsequent Governments (starting with the elections in 2016) stopped actively using the 11-11 platform for live interactions. Citizens continue to use the platform for queries, feedback, and complaints but these generate a significantly lower number of contacts than the targets set at project design. The female specific sub indicator on “Number of contacts to the integrated 11-11 platforms of which Female” is also to be removed and replaced by another female-specific indicator [refer to item (viii) below]. The 11- 11 platform is only able to identify gender through the 11-11 walk-in channel but not through other channels; such as the mobile or web-based channels. (viii) Refine the indicator on “Business analytics capacity established” to “Business Analytics system established”, to reflect the project’s output to deliver a business analytics system and to make the indicator more measurable than “capacity” in general. (ix) Add a new indicator on “Number of the Project's public services incorporating citizen consultation and feedback into its design”. This is a citizen engagement focused indicator, and incorporation of their inputs into the design will help to ensure relevance and usefulness of the public services to citizens and businesses. A new female-specific sub indicator is also added on “Number of the Project's public services incorporating citizen consultation and feedback into its design; of which at least half of the beneficiaries consulted are female”. (x) Lower the end target for the indicator on “Number of Government Ministries/Agencies that adopted the National Enterprise Architecture (NEA)” under this Project from 12 to a more realistic 6 numbers; to reflect the delayed start of the project and initial challenges with procurement arrangements discussed above. The Project will still develop the NEA as a needed national digital asset for Mongolia; and mainstream it across first-mover agencies to catalyze adoption. It is expected to be adopted by more ministries/agencies when the Project closes. (xi) Adjust the indicator on “Number of applications and services developed by women” to “Number of applications and services developed which includes women team members”. This will adjust it to a more realistic target as it is challenging to find development teams fully staff by women in Mongolia and the international context. The target number of applications and services developed by women is also reduced from 12 to 6 to be more feasible; as the services for this indicator will only start implementation in the last year of the project. (xii) Clarify the wordings of the indicator for “A central, searchable National Open Data Portal established, and data are available from across Government Ministries and Agencies, enabling data sharing between agencies and with the public”; to “A central, searchable National Open Data Portal established and data are available from at least 5 government ministries/agencies, enabling their data sharing with the public”. This rewording will help clarify that it is not expected for all government ministries and agencies to make 9 The World Bank MN: SMART Government (P130891) their data available and shareable in the portal; but have at least 5 of these ministries’ and agencies’ data make available and shared with other agencies and the public. (xiii) Delete the main indicator on “Number of applications and services developed” as it is overlapping with the 2 new PDO-level indicators on availability of common public services. Others (xiv) Change the End Target dates for all indicators from the original closing date of December 31, 2019 to the current closing date of December 31, 2020 to reflect the delay with effectiveness and extension of the closing date during the previous restructuring. Disbursement, Safeguards and Legal The disbursement estimates were revised to reflect the delayed implementation and disbursement. These proposed changes have been reassessed from the social safeguards perspective, and their impact on the Indigenous Peoples Policy (OP4.10) that had been triggered previously. This policy was originally triggered due to the e-Property registration system, which is not affected by these proposed changes. These proposed changes were also reassessed from the environmental safeguard perspective and no change of its “C” rating is suggested. This restructuring has also been cleared from the legal perspective, and a “Amendment to the Financing Agreement” letter has been provided to accompany this restructuring package. The legal covenants remain partially complied with, and the details are presented in the table below: Loan/Credit/TF Description Status Finance Agreement :Maintenance of Project Steering Committee and Project Implementation Unit | Description :Section I.A Schedule 2: IDA-54830 Obligation of the Recipient to maintain the Project Steering Committee Complied with and Project Implementation Unit at all times during the implementation of the Project. | Frequency :CONTINUOUS Partially complied with as the Project Finance Agreement :Project Implementation Manual and Innovation Implementation Manual is completed. Financing Manual | Description :Obligation of the Recipient to carry out The Innovation Financing Manual will IDA-54830 the Project in accordance to the Project Implementation Manual and the be developed when the Project’s Innovation Financing Manual. | Frequency :CONTINUOUS innovation-related activity starts implementation. Finance Agreement :Project reports and IFRs | Description :Obligation of the Recipient to submit quarterly project progress reports and interim IDA-54830 Complied with unaudited financial reports within 45 days after each quarter. | Frequency :Quarterly III. SUMMARY OF CHANGES Changed Not Changed Results Framework ✔ Components and Cost ✔ 10 The World Bank MN: SMART Government (P130891) Disbursement Estimates ✔ Implementing Agency ✔ DDO Status ✔ Project's Development Objectives ✔ Loan Closing Date(s) ✔ Cancellations Proposed ✔ Reallocation between Disbursement Categories ✔ Disbursements Arrangements ✔ Overall Risk Rating ✔ Safeguard Policies Triggered ✔ EA category ✔ Legal Covenants ✔ Institutional Arrangements ✔ Financial Management ✔ Procurement ✔ Implementation Schedule ✔ Other Change(s) ✔ Economic and Financial Analysis ✔ Technical Analysis ✔ Social Analysis ✔ Environmental Analysis ✔ IV. DETAILED CHANGE(S) OPS_DETAILEDCHANGES_COMPONENTS_TABLE COMPONENTS Current Current Proposed Proposed Cost Action Component Name Component Name Cost (US$M) (US$M) Component 1: Enhance Civic Component 1: Enhance Civic Engagement and Citizen 0.40 Revised Engagement and Citizen 1.08 Feedback Mechanisms Feedback Mechanisms 11 The World Bank MN: SMART Government (P130891) Component 2: Enabling Component 2: Enabling Foundations for SMART 12.60 Revised Foundations for SMART 11.92 Government Government Component 3: Enabling Open Component 3: Enabling Open 4.60 No Change 4.60 Data Data Project Implementation Project Implementation Support 2.40 No Change 2.40 Support TOTAL 20.00 20.00 OPS_DETAILEDCHANGES_DISBURSEMENT_TABLE DISBURSEMENT ESTIMATES Change in Disbursement Estimates Yes Year Current Proposed 2014 0.00 0.00 2015 0.00 0.00 2016 1,000,000.00 1,000,000.00 2017 1,300,000.00 1,117,007.00 2018 3,000,000.00 1,502,962.00 2019 6,100,000.00 660,000.00 2020 8,000,000.00 6,000,000.00 2021 0.00 9,120,000.00 . 12 The World Bank MN: SMART Government (P130891) . Results framework COUNTRY: Mongolia MN: SMART Government Project Development Objectives(s) The development objective of the project is to use information and communication technologies to improve accessibility, transparency, and efficiency of public service in Mongolia. Project Development Objective Indicators by Objectives/ Outcomes RESULT_FRAME_TBL_PDO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 Improve accessibility, transparency, and efficiency of public services in Mongolia using ICT (Action: This Objective is New) Number of new 11-11 center users at the aimag 0.00 50,000.00 100,000.00 200,000.00 300,000.00 300,000.00 level (Number) Action: This indicator has been Marked for Deletion Number of new 11-11 at aimag level, of which are 0.00 30.00 female (Percentage) Action: This indicator has been Marked for Deletion Customer satisfaction with the responses received 1.20 5.00 8.00 15.00 20.00 30.00 30.00 through the integrated 11- 11 platforms (Percentage) 13 The World Bank MN: SMART Government (P130891) RESULT_FRAME_TBL_PDO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 Action: This indicator has been Marked for Deletion Customer satisfaction with the responses, from females, received 0.00 30.00 through the integrated 11-11 platforms (Percentage) Action: This indicator has been Marked for Deletion Availability of public services for citizens through 0.00 20.00 digital channels (Number) Action: This indicator is New Availability of public services for businesses 0.00 10.00 through digital channels (Number) Action: This indicator is New Citizens' access to information on the No Yes resolution process and status of their feedback to 14 The World Bank MN: SMART Government (P130891) RESULT_FRAME_TBL_PDO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 the Citizens' Feedback Centers (Yes/No) Action: This indicator is New Volume of government data made publicly available as Open Data through central, searchable platform that 0.00 20.00 32.00 32.00 32.00 are both updated and contain detailed data- related documentation (Number) Action: This indicator has been Revised Average number of days to issue a property ownership 14.00 7.00 7.00 certificate (Number) Action: This indicator has been Revised PDO Table SPACE Intermediate Results Indicators by Components RESULT_FRAME_TBL_IO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 Component 1: Enhance Civic Engagement and Citizen Feedback Mechanisms (Action: This Component is New) 15 The World Bank MN: SMART Government (P130891) RESULT_FRAME_TBL_IO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 Share of 11-11/1234/1200 queries resolved within 3 to 41.00 41.00 48.00 52.00 55.00 59.00 59.00 7 days (Percentage) Action: This indicator has been Revised Number of contacts to the integrated 11-11 platforms 65,000.00 175,000.00 (Number) Action: This indicator has been Revised Number of female contacts to the 0.00 250,000.00 integrated 11-11 platforms (Number) Action: This indicator has been Marked for Deletion Business analytics system No Yes established (Yes/No) Action: This indicator has been Revised Number of the Project's public services incorporating citizen 0.00 20.00 consultation and feedback into its design (Number) 16 The World Bank MN: SMART Government (P130891) RESULT_FRAME_TBL_IO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 Action: This indicator is New Number of the Project's public services incorporating citizen consultation and feedback into its design; 0.00 15.00 of which at least half of the beneficiaries consulted are female (Number) Action: This indicator is New Component 2: Enabling Foundations for SMART Government (Action: This Component is New) Number of Government ministries/agencies that adopt the National 0.00 6.00 Enterprise Architecture (Number) Action: This indicator has been Revised Number of agencies hosting databases at the National 28.00 30.00 32.00 40.00 45.00 45.00 Data Center (Number) Action: This indicator has been Revised 17 The World Bank MN: SMART Government (P130891) RESULT_FRAME_TBL_IO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 Number of applications and services developed which 0.00 6.00 includes women team members (Number) Action: This indicator has been Revised Number of applications and services developed 0.00 12.00 by women (Percentage) Action: This indicator has been Marked for Deletion Number of provinces and UB districts where the e- Property Registration 17.00 30.00 30.00 30.00 System has been rolled-out (Number) Action: This indicator has been Revised Component 3: Enabling Open Data (Action: This Component is New) Number of datasets 0.00 3.00 27.00 27.00 27.00 released (Number) Action: This indicator has been Revised A central, searchable National Open Data Portal No Yes established and data are 18 The World Bank MN: SMART Government (P130891) RESULT_FRAME_TBL_IO Indicator Name DLI Baseline Intermediate Targets End Target 1 2 3 4 5 available from at least 5 government ministries/agencies, enabling their data sharing with the public (Yes/No) Action: This indicator has been Revised Data standards and a common framework are established to allow data to No Yes be used in combination with other government agencies (Yes/No) Action: This indicator has been Revised IO Table SPACE 19