The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Pakistan: Punjab Public Management Reform Program (P132234) SOUTH ASIA | Pakistan | Governance Global Practice | Requesting Unit: SACPK | Responsible Unit: GGOAP IBRD/IDA | Program-for-Results | FY 2014 | Team Leader(s): Clelia Kalliopi Helena Rontoyanni, Irum Touqeer Seq No: 9 | ARCHIVED on 07-Sep-2018 | ISR33542 | Created by: Clelia Kalliopi Helena Rontoyanni on 17-Jul-2018 | Modified by: Irum Touqeer on 06-Sep- 2018 Program Development Objectives Program Development Objective (from Program Appraisal Document) To improve transparency and resource management of targeted departments of the Province of Punjab. Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Satisfactory Overall Implementation Progress (IP) Satisfactory Satisfactory Implementation Status and Key Decisions Program results: According to the information shared by the departments during a recent implementation support mission (July 10-11, 2018), the targets for all Disbursement Linked Indicators (DLIs) are likely to have been achieved, while some appear to have exceeded the end-of-Program targets. During FY2017/18, the targeted organizations are reported to have published updated institutional information on their websites for proactively providing information to the public (81 websites, against the target of 75). The Citizen Contact Center (CCC) appears to be satisfactorily handling citizens’ enquiries and complaints/feedback on key public services, and the numbers of enquiries or feedback are reported to have increased more than 8-fold to 2.8 million from 0.32 million during last year, against the target of 750,000. The reported increase appears to have been a result of an intensified awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. In the area of performance management, the delivery of 216 district services are reported to have been monitored in real time through 'smart management tools' (smartphone and tablet apps for data collection in the field, and management dashboards for the aggregation, analysis, and reporting of performance data). This exceeds the end-of-Program target of 180 district services, which points to the usefulness of the smart monitoring introduced under the program for additional departments. Smart monitoring is currently implemented throughout the province's 36 districts for six services provided by the departments of School Education, Health, Agriculture, and Livestock. The decision-makers used service delivery information for improved management. Further, the digitization of Urban Immovable Property Tax (UIPT) records is completed in all 36 districts. The properties addition in the registry during July 2017 - March 2018 is 70,745. The number of properties added to the registry during July 2017- June 2018 is yet to be confirmed. Overall, the digitization of UIPT records with the addition of previously unregistered properties has contributed to a significant increase in UIPT receipts. In addition, the staff of 153 targeted organizations are reported to have been using the Punjab Procurement Regulatory Authority’s (PPRA) Management Information System (MIS) for processing/entering contracts information in PPRA MIS. The Third-Party Validation (TPV) report will soon be initiated to confirm the achievements of the Disbursement Linked Indicator (DLI) targets for the fifth year of the Program (FY2017/18). The World Bank team and the PRMP agreed that there is no need to extend the closing date of the Program, given that all end-of-Program results are likely to have been achieved, and that the funds of the advance for the end-of-Program DLRs (disbursed in June 2018) ensures adequate financing of ongoing program activities. Data on Financial Performance 9/7/2018 Page 1 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P132234 IDA-53140 Effective USD 50.00 50.00 0.00 46.29 0.00 100% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P132234 IDA-53140 Effective 14-Nov-2013 02-Dec-2013 10-Jan-2014 31-Dec-2018 31-Dec-2018 Program Action Plan Planning and Development Department will undertake an institutional review to determine how PITB can better Action Description implement e-services and performance monitoring. The PITB Board and GoPb will take necessary steps to implement the recommendations. Responsibility Recurrent Frequency Due Date DLI# Status Client No 30-Mar-2018 Completed This was done under the interim impact evaluation of the program that was completed by a consultant in March 2018. Comments Recommendations will inform the design of the follow-on program. Action Description PITB financial rules, as authorized under the PITB Ordinance, are approved by the PITB Board. Responsibility Recurrent Frequency Due Date DLI# Status Client No 10-Oct-2014 Completed Comments PITB, PPRA, PRMP and E&TD shall appoint and train key program fiduciary management and procurement staff as Action Description identified in the staffing plan, with qualifications and on terms and conditions satisfactory to the Association. Responsibility Recurrent Frequency Due Date DLI# Status Client No 10-Jul-2014 Completed Comments Implementation of the PforR Anti-Corruption Guidelines (ACG) to aggregate, distill, process, report and disclose Action Description material and credible allegations related to fraud and corruption and including application of ACG guidelines on procurement. Responsibility Recurrent Frequency Due Date DLI# Status Client Yes Quarterly Completed 9/7/2018 Page 2 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Comments No such complaints have been received during the program's implementation. Action Description PPMR Program Steering Committee holds quarterly meetings on Program implementation issues. Responsibility Recurrent Frequency Due Date DLI# Status Client Yes Quarterly Completed Comments Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance -- Substantial Substantial Macroeconomic -- Substantial Substantial Sector Strategies and Policies -- Moderate Moderate Technical Design of Project or Program -- Low Low Institutional Capacity for Implementation and Sustainability -- Moderate Moderate Fiduciary -- Substantial Substantial Environment and Social -- Moderate Moderate Stakeholders -- Moderate Moderate Other -- Moderate Moderate Overall -- Moderate Moderate Results PDO Indicators by Objectives / Outcomes Improve resource management IN00628781 ►Urban immoveable property tax collection (in PKRs Million) (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4,657.00 9,325.00 8,605.00 6,977.00 Date 30-Jun-2013 30-Jun-2017 30-Mar-2018 01-Oct-2019 Comments 9/7/2018 Page 3 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Improve transparency of targeted departments of the province of Punjab IN00628683 ►Decision-makers using reliable service delivery information for improved management measured as the percentage of reports that trigger managerial action (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 65.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628777 ►Number of enquiries/comments received by Citizen Contact Center to seek information about, or to provide feedback on key services (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 50,000.00 321,000.00 2,889,839.00 750,000.00 Date 15-Nov-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments Intermediate Results Indicators by Results Areas Transparency and Access to Services IN00628461 ►Targeted organizations publishing updated institutional information on their websites for information of the public. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 81.00 81.00 75.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628462 ►Public investment projects of targeted departments geo-mapped and published online. (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 65.00 65.00 75.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628463 ►Targeted departments with automated records system for defined disclosable information. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 5.00 7.00 7.00 9/7/2018 Page 4 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Date 30-Jun-2013 15-Mar-2017 29-Jun-2018 10-Jan-2019 Comments IN00628464 ►Information about key services available to the public through the Contact Center. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 2.00 45.00 53.00 30.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628465 ►Services accepting online applications (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 11.00 14.00 13.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628466 Services using online processing. (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 3.00 12.00 15.00 7.00 IN00628467 Services accepting mobile applications and/or payments (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 5.00 10.00 10.00 IN00628468 ►Functional facilitation centers (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 149.00 149.00 36.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628469 Functional facilitation centers - using PPP model (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 6.00 393.00 300.00 Performance Monitoring IN00628470 9/7/2018 Page 5 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) ►District services being monitored by smart management tools (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 18.00 216.00 216.00 180.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628471 ►District services for which proactive citizen feedback is collected (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 144.00 144.00 100.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments IN00628472 ►District services for which performance information and citizen feedback is published online (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 180.00 180.00 180.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments Resource Management IN00628473 ►Districts with functional digital property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 26.00 32.00 34.00 Date 30-Jun-2013 30-Jun-2017 30-Mar-2018 10-Jan-2019 Comments IN00628474 ►Properties added to the property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 3,227,899.00 152,556.00 70,745.00 150,000.00 Date 30-Jun-2013 30-Jun-2017 30-Mar-2018 10-Jan-2019 Comments IN00628475 ►Targeted contracts processed through basic e-procurement modules in targeted organizations. (Percentage, Custom) 9/7/2018 Page 6 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 75.00 Date 30-Jun-2013 28-Feb-2017 29-Jun-2018 10-Jan-2019 Comments IN00628497 ►Targeted organizations using PPRA MIS for targeted contracts (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 75.00 153.00 100.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 10-Jan-2019 Comments Disbursement Linked Indicators DLI_IND_TABLE ►DLI 1 Targeted organizations publishing updated institutional information on their websites for information of the public. (Outcome, 5,000,000.00, 0%) Baseline Actual (Previous) Actual (Current) Year 2018 Value 0.00 81.00 81.00 75.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 -- The target refers to websites created by government departments as well as internal divisions and subordinated agencies to disclose institutional information. Websites of divisions and agencies under the same department are available through the department’s website to ensure easy access for users to the services that interest them. In order to meet the requirements under the Program, organizations are required Comments to publish updated institutional, organizational and budgetary information. The indicator also measures sustaining the maintenance and comprehensive disclosure of websites created during the previous year. Based on the latest data shared by PRMP, 81 websites appear to be in compliance with the requirements of the DLI definition against a target of 75 websites. This will be verified by a third party. ►DLI 2 Number of enquiries/comments received by the Citizen Contact Center to seek information about, or to provide feedback on key services (Outcome, 10,000,000.00, 0%) Baseline Actual (Previous) Actual (Current) Year 2018 Value 50,000.00 321,000.00 2,889,839.00 750,000.00 Date -- 30-Jun-2017 29-Jun-2018 -- On the request of the Government of Punjab the definition of this indicator was changed from the ‘number of telephone calls received by the Citizen Contact Center to seek information about key services’ to the 'number of enquiries/comments received by the Citizen Contact Center to seek information about, or to provide feedback on key services' with retroactive effect from July 1, 2016. The adjustment was needed to take into account the preference of a large share of the public for obtaining information about public services through Comments SMS and other forms of electronic communications, as well as the high number of calls and messages received by Citizen Contact Center (CCC), providing feedback on public service delivery. Based on latest administrative data reported by the Punjab Information Technology Board, it appears that the target has been achieved during July 2017 - June 2018 (more than two million enquiries and feedback calls received). The reported increase appears to have been a result of an intensified awareness campaign as well as reported 9/7/2018 Page 7 of 8 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) citizen satisfaction with the handling of complaints through the CCC. Based on this trend, the final target for the program (750,000 calls and messages) is likely to be achieved. This will be verified by a third party. The targets for this indicator were met during the first four years of the program. In FY2016/17, however, the TPV report indicated achievement of the target by 80% (321,218 calls and messages against a target of 400,000). ►DLI 3 Services being monitored by smart management tools. (Outcome, 15,000,000.00, 0%) Baseline Actual (Previous) Actual (Current) Year 2018 Value 18.00 216.00 216.00 180.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 -- The following five services are reported as being monitored in all 36 districts of Punjab: - Health Watch: regular inspection visits of primary and secondary healthcare facilities (presence of medical and paramedical staff, availability of medicines and supplies, condition of facilities) - MEA (Monitoring and Evaluation Assistant) Health: regularly monitors a wide range of indicators for 124 district and city headquarter hospitals (including occupancy rates, functionality of equipment, availability of medicines and supplies, medical procedures conducted, disposal of medical waste, etc.) - PMIU (Program Monitoring Implementation Unit) for school Comments education: regularly monitors 52,695 primary and secondary schools, including teacher presence, student attendance, and availability of facilities such as electricity, water and sanitation - E-vaccs: monitors daily field activities of vaccinators to ensure comprehensive coverage of infant immunization program - Agri-smart: monitors daily field activities of agricultural extension staff In addition, the Vet Inspect system has also been implemented in all 36 districts (monitoring of services delivered by veterinary staff to livestock farmers), bringing the total number of district services being monitored to 216. This information will be verified by a third party. ►DLI 4 Properties added to the urban property registry (Output, 15,000,000.00, 0%) Baseline Actual (Previous) Actual (Current) Year 2018 Value 3,227,899.00 152,556.00 70,745.00 150,000.00 Date 30-Jun-2013 30-Jun-2017 30-Mar-2018 -- As per the information shared by E&T department, the digitization of Urban Immovable Property Tax (UIPT) records have been digitized and updated in all 36 districts as of June 30, 2018. However, the number of properties added to the registry during July 2017- June 2018 is yet to be confirmed. The properties addition in the registry upto March 2018 is 70, 745. The addition of properties in the registry is yet to be confirmed by the Comments TPV report. The Program end-target of 150,000 properties is already achieved during year 4 - as verified by the previous TPV report. Data on the achievement of previous DLI targets, as confirmed by previous TPV reports, is as follows: Year 1: 108,667 properties added (target: 97,000) Year 2: 151,511 properties added (target: 133,000) Year 3: 138, 714 properties added (target: 138,000) Year 4: 152,556 properties added (target: 144,000) Year 5: Target 150,000 N.B. The targets for this DLI are annual. ►DLI 5 Targeted organizations using PPRA MIS for targeted contracts. (Output, 5,000,000.00, 0%) Baseline Actual (Previous) Actual (Current) Year 2018 Value 0.00 75.00 153.00 100.00 Date 30-Jun-2013 30-Jun-2017 29-Jun-2018 -- As per the information shared by PPRA, 153 contracting authorities entered procurement contracts in the MIS. Comments This is yet to be audited by the TPV report. The DLI targets for the first four years have been met. 9/7/2018 Page 8 of 8