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: 4 | ARCHIVED on 06-Aug-2019 | ISR38022 | 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: 26-Nov-2019 Actual Mid-Term Review Date: -- 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 Satisfactory Moderately Unsatisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The project not yet started development of the Right to Public Services (RTPS) web portal and service delivery platform. Without an RTPS Portal the Public Facilitation Centres would be ineffective in catering to RTPS request. Disbursements currently stand at 6.7 percent, having picked up over the last few months. but still representing a lag of eighteen months against the original disbursement plan. There is a considerable delay in achieving Disbursement Linked Indicators (DLIs) one and two. GoA can accelerate disbursements by operationalizing the Public Facilitation Centres (PFC). The procurement of vendors to manage the 428 PFCs is at an advanced stage but the PFCs require outfitting and most importantly the RTPS Portal must be ready. GoA will need to complete two important activities if the project is to get back on track: development of the Right to Public Services (RTPS) portal and service delivery platform; and operationalizing the Public Facilitation Centres. The project will be nearing its mid - term in six months. This will present an opportunity to review the progress of the project against its PDO and restructure the project, reallocation of savings to new or critical activities and carry out restructuring to bring disbursement back on track. 8/6/2019 Page 1 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) 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 Sustainability Substantial Substantial Substantial Fiduciary Moderate Moderate Moderate Environment and Social Low Substantial Substantial Stakeholders Substantial Substantial Substantial Other -- -- -- Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes To improve access in the delivery of selected public services in Assam IN00727974 ►Number of applications submitted on-line for RTPS services. (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target An agency to carry out the RTPS publicity campaign has been selected for award of An agency to carry out contract. The actual the RTPS publicity campaign has not yet campaign has been begun. The RTPS Value 350,000.00 selected for award of Portal that will track 1,035,125.00 contract. The actual service delivery campaign has not yet requests has not yet begun. been developed without which on-line tracking of services is not possible in a centralized manner. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 01-Jul-2022 8/6/2019 Page 2 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) IN00727975 ►Public Facilitation Centers fully operational (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target 70 fully operational Public Facilitation Centres identified with 30 centres having 2 mbps internet connectivity. 30 fully operational 70 fully operational Procurement of 428 Public Facilitation Value Public Facilitation Public Facilitation Facilitation Centres fully Centers identified. Centres identified Management vendor operational for 77 PFCs in Autonomous Council Districts and 328 PFC's in other districts is in a very advanced stage. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 01-Jul-2022 Intermediate Results Indicators by Components Strengthening RTPS implementation IN00727976 ►RTPS ICT platform is operational. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Not yet initiated. An Agency the National Informatics Centre has been identified for developing the Not yet initiated. A platform in three vendor NIC for stages beginning with Detailed project report developing the platform a non-transactional Annual Service Value and implementation plan has been identified and webpage with existing Delivery Report based to be approved by GoA. discussion is underway service delivery links on MIS published. to use their Service Plus to a transactional platform as an option. portal in six months time. Discussions are on going with NIC on time-lines and resource requirement including cloud hosting Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 01-Jul-2022 IN00727979 ►Access to RTPS Services expanded to Targeted districts (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Two of the three All three Autonomous Autonomous Councils, Councils, Bodoland Value 0.00 Karbi Anglong Territorial Council, 45.00 Autonomous Council Karbi Anglong (KAAC) and N C Hills Autonomous Council 8/6/2019 Page 3 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Autonomous Council (KAAC) and N C Hills (NCHAC), have Autonomous Council implemented the RTPS (NCHAC), have and developed Tribal implemented the Action Plans for inclusive RTPS and developed implementation of RTPS Tribal Action Plans for services in respective inclusive districts. 15 services implementation of have already been RTPS services in notified under the RTPS. respective districts. 25 services have already been notified under the RTPS. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 01-Jul-2022 IN00727981 ►Number of Services notified under RTPS Act (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target 17 RTPS Government 8 RTPS Government to to Consumer services 55 RTPS services have Consumer services 40 additional RTPS notified (i.e total of 72) Value been notified. under the notified (i.e total of 63) Services over year 4 Rest being Act. Rest being Government achievement Government to to Business. Business. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 01-Jul-2022 IN00727982 ►Number of applications for RTPS with women as beneficiaries (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target A Service Provider for A Service Provider for undertaking RTPS undertaking RTPS publicity campaign has publicity campaign has been appointed and been identified and is in will undertake the the process of being campaign. A total of appointed to undertake 133,111 RTPS Outreach strategy for the campaign. A total of Increase of 10% Value applications with women designed. 53,723 RTPS percent over year 4. women as applications with women beneficiaries were as beneficiaries were received through the received through the current platform in use current platform in use (E-District) between (E-District) between April January 1, 2018 and 2017 and March 2018. December 31, 2018. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 01-Jul-2022 Supporting Process Re-emgineering in Selected Services IN00727977 ►Government departments with improved processes for targeted services. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target As-IS and To-Be As-IS and To-Be studies studies have been have been completed for Value 0.00 completed for 37 4.00 25 services in 4 services in 6 departments in 4 departments for 8/6/2019 Page 4 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) departments for Business Business Process process Reengineering. Reengineering. Fourteen services delivered by Autonomous Councils have also been taken up for Business Process Reengineering. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 30-Jun-2021 RTPS services delivered within stipulated time limits IN00727978 ►RTPS services applications responded to within the legal time-frame. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Time-compliance under RTPS will be tracked by the RTPS portal once it is established. Meanwhile as an The M&E Framework alternative strategy monitored time until the Portal comes compliance by using data into place. the M&E from the E-District Portal Framework monitored and sampling citizens time compliance by that received the service. using data from the E- As per the sample citizen District Portal and survey (8522 sampling citizens that respondents) 34% of Value 0.00 received the service as 80% applications were a part of the baseline responded to within the work.. As per the stipulated time-frame. sample citizen survey The E-district portal data (8522 respondents) showed 43% of 34% of applications applications were were responded to responded to within the within the stipulated time-frame (for 19 time-frame. The E- services). district portal data showed 43% of applications were responded to within the time-frame (for 19 services). Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 30-Jun-2021 IN00727980 ►Increase in RTPS beneficiary feedback on service delivery (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Although a formal citizen feedback system will be developed alongside the Status unchanged development of the 15% increase over Value No user feedback. since the last mission RTPS ICT platform, the year 4. in December 2018. M&E framework established a framework to capture feedback on 8/6/2019 Page 5 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) various aspects of RTPS and the quality of service delivery. A sample 8522 citizens that received RTPS services for feedback were polled and scored. Date 30-Apr-2017 09-Jan-2019 15-Jul-2019 30-Jun-2021 Disbursement Linked Indicators IN00727983 ►DLI 1 Number of applications submitted on-line for RTPS services. (Text, Outcome, 2,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 An agency to carry out the RTPS publicity campaign has been appointed. The An agency to carry out actual campaign has not the RTPS publicity yet begun. The RTPS campaign has been Portal that will track Value 350,000.00 selected for award of -- service delivery requests contract. The actual has not yet been campaign has not yet developed without which begun. on-line tracking of services is not possible in a centralized manner. Date -- 09-Jan-2019 15-Jul-2019 -- IN00727984 ►DLI 2 Public Facilitation Centers fully operational (Text, Outcome, 1,000,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 70 fully operational Public Facilitation Centres identified of which 30 had 2 mbps internet 30 fully operational Public 70 fully operational connection. Procurement Value Facilitation Centers Public Facilitation of Facilitation -- identified. Centres identified Management vendor for 77 PFCs in Autonomous Council Districts and 328 PFC's in other districts in a very advanced stage. Date -- 09-Jan-2019 15-Jul-2019 -- IN00727985 ►DLI 3 Access to RTPS Services expanded to Targeted districts (Text, Intermediate Outcome, 2,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 Two of the three All three Autonomous Autonomous Councils, Councils, Bodoland Karbi Anglong Territorial Council, Karbi Value 0.00 -- Autonomous Council Anglong Autonomous (KAAC) and N C Hills Council (KAAC) and N C Autonomous Council Hills Autonomous Council 8/6/2019 Page 6 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) (NCHAC), have (NCHAC), have implemented the RTPS implemented the RTPS and developed Tribal and developed Tribal Action Plans for inclusive Action Plans for inclusive implementation of RTPS implementation of RTPS services in respective services in respective districts. districts. 25 services have already been notified under the RTPS. Date -- 09-Jan-2019 15-Jul-2019 -- IN00727986 ►DLI 4 Number of Services notified under RTPS Act (Text, Intermediate Outcome, 1,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 8 RTPS Government to 17 RTPS Government to 55 RTPS services have Consumer services Consumer services Value been notified. under the notified (i.e total of 63) notified (i.e total of 72) -- Act. Rest being Government Rest being Government to to Business. Business. Date -- 09-Jan-2019 15-Jul-2019 -- 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 2.62 36.58 6.7% 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 8/6/2019 Page 7 of 8 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 8/6/2019 Page 8 of 8