OFFICIAL DO CUM ENTS Supplemental Letter No. 2 STATE OF ASSAM June 5, 2017 International Bank for Reconstruction and Development 1818 H Street, N.W. Washington, D.C. 20433 United States of America INDIA: Loan No. 8754-IN (Assam Citizen-Centric Service Delivery Project) Performance Monitoring Indicators Dear Sirs and Mesdames: We refer to: (a) Section II.A of Schedule 2 to the Loan Agreement of even date between India and the International Bank for Reconstruction and Development (Bank); and (b) Section II.A of the Schedule to the Project Agreement between the Bank and the State of Assam. Unless otherwise agreed with the Bank, we shall monitor and evaluate implementation of the Project in accordance with the Performance Monitoring Indicators attached to this letter. Very truly yours, STATE OF ASSAM By Authorized Representative Attachment - Performance Monitoring Indicators Attachment - Performance Monitoring Indicators 1. ____________ RESULT INDICATOR f Unit Baseline Year I Year 2 Year3 Year4 Year 5 PDO Indicator Key Result 1. Number of Number 350,000 Customized 437,500 612,500 796,250 1,035,125 Volume of applications X RTPS applications submitted on-line for awareness submitted on-line RTPS services. campaigns for RTPS services conducted increases. across state. Key Result 2. Public Facilitation X Number 30 fully Implementati Additional Additional Additional Additional Public Facilitation Centers fully operational on 70 Public 120 Public 120 Public 88 Public Centers fully operational' Public Strategy and Facilitation Facilitation Facilitation Facilitation operational Facilitation roll-out plan Centers Centers fully Centers fully a Centers Centers approved by made fully operational. operational. fully identified. GoA. operational. (i.e a total (i.e a total operational (i.e a total 220 centres) 340 centres) . 100 centres) (i.e a total 428 centres Intermediate Indicators Sub-Component 1 RTPS ICT platform Text Detailed Design of RTPS ICT Annual Annual Annual Strengthening is operational. project report RTPS ICT platform Service Service Service RTPS and platform operational Delivery Delivery Delivery implementation implementat- completed including Report based Report based Report ion plan to be and work MIS. on MIS on MIS based on approved by initiated. published. published. MIS GoA. published. Fully operational Public Facilitation Centers would entail fully equipped centers with adequately trained staff that functions at least 6 hours on all working days to receive RTPS service requests; and deliver targeted set of RTPS services, using electronic means. RESULT INDICATOR Unit Baseline Year I Year 2 Year 3 Year 4 Year 5 Access to RTPS X Text Coverage of Preparation Notification Notification of Notification of Notification Services expanded to RTPS Act and adoption of 10 new 10 new RTPS 10 new RTPS of 10 new Targeted districts. not extended of tribal RTPS services by at services by at RTPS to the action Plans services by at least two least two services by Autonomous and notificat- least two Autonomous Autonomous at least two Councils. ion of 5 new Autonomous Councils (i.e. Councils (i.e. Autonomous RTPS Councils (i.e. total 50 total 70 Councils services by at total 30 services) services) (i.e. total 90 least two services) services) Autonomous Councils (i.e. total 10 new services) Number of services X Number 55 RTPS 5 additional 10 additional 10 additional 10 additional 5 additional notified under RTPS services have RTPS RTPS RTPS RTPS RTPS Act been notified Services Services Services Services Services under the over Year 0 over Year I over Year 2 over Year 3 over Year 4 Act. notified. (i.e. notified. (i.e. notified. (i.e. notified. (i.e. notified. (i.e total 60 total 70 total 80 total 90 total 95 services) services) services) services) services) Number of % of Outreach Outreach Baseline Increase of 5 Increase of Increase of applications for X total strategy for Strategy for established. percent over 7.5 percent 10 percent RTPS with women appli- women women year 2. over year 3. over year 4. as beneficiaries2 cations designed. implemented Sub-component 2 Government Number 0 0 4 10 4 0 Supporting Process departments with Re-engineering in improved processes4 Targeted Services for targeted services. 2 This indicator will be measured by data from the centralized monitoring system. Equivalent to core sector indicator: "Direct project beneficiaries (number), of which female (percentage)." 4 Process reengineering involves a combination of administrative streamlining/simplification; ICT enablement; integration with the RTPS portal. Proposed departments are Revenue, WPT&BC, Transport and GMC. RESULT INDICATOR Unit Baseline Year I Year 2 Year 3 Year 4 Year 5 Sub-component 3 RTPS services Per- 0 Monitoring 50% 60% 70% 80% RTPS services applications centage system for delivered within responded to within time stipulated time the legal time-frame. compliance limits.' established Sub-component 4 Increase in RTPS Per- No user Citizen Citizen Citizen Citizen Citizen Promoting Citizen beneficiary feedback centage feedback. Feedback Feedback Feedback and Feedback and Feedback engagement on service delivery6 system system responses responses and designed rolled out. published published responses ______________ ___ ____ ___ ____ ______ __________ __ ___ ____ __ ____ ___ ___________ ___ __publipsblshe Project Development Objective Indicators Indicator Name Description (indicator definition etc.) Frequency Data Source / Responsibility for Methodology Data Collection Number of applications This indicator measures the increase in the number of Annually Centralized GoA submitted on-line for applications submitted on-line for RTPS services. from Year 2 tracking system RTPS services Public Facilitation Centers Fully operational Public Facilitation Centers would entail fully Annually GoA progress GoA fully operational equipped centers with adequately trained staff that function for at from year 2 reports and MIS least six hours on all working days to receive RTPS requests and deliver targeted set of RTPS services, using electronic means as appropriate. Intermediate Results Indicators Baseline of services received within the time-frame to be determined by a survey; in later years we will rely on data from the centralized monitoring system. 6This indicator tracks beneficiary feedback received through various mechanisms (e.g. IVRS, SMS, and the web). The Government will compile all the feedback, analyze it and use for identifying specific areas for improvement. The report with the feedback and the response of the Government will be published on annual basis. Indicator Name Description (indicator definition etc.). Frequency Data Source / Responsibility for Methodology Data Collection RTPS ICT platform is A centralized RTPS ICT platform would be created to facilitate Annually GoA progress GoA operational service delivery workflow and track compliance. report and MIS Access to RTPS Services RTPS extended and services notified in the six tribal districts of Annual GoA Notification GoA expanded to Targeted Assam administered by Autonomous Councils (referred as districts. "autonomous districts"). From year 2 to 5 the indicator will measure the number of RTPS services that are notified by the Autonomous Councils. Same service in different Autonomous Council qualifies as a different service. Number of Services notified GoA notifies additional services annually. Annual GoA Notifications GoA under RTPS Act Number of applications for The number of applications for selected RTPS services submitted Annually Centralized RTPS GoA selected RTPS services filed electronically by women. from Year 2 tracking system by women Government departments Process reengineering involves a combination of administrative Annually GoA orders and GoA with improved processes' streamlining/simplification; ICT enablement; integration with the from year 2 circulars and for service delivery RTPS portal. Proposed departments are Revenue, WPT&BC, evidence of process Transport and GMC. change Increase in RTPS Feedback from beneficiaries gathered through various channels Annually Collation of GoA beneficiary feedback (mobile and web). feedback. 7 Process reengineering involves a combination of administrative streamlining/simplification; ICT enablement; integration with the RTPS portal. Proposed departments are Revenue, WPT&BC, Transport and GMC.