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 Financing | FY 2014 | Team Leader(s): Clelia Kalliopi Helena Rontoyanni, Irum Touqeer Seq No: 10 | ARCHIVED on 15-Jan-2019 | ISR34966 | Created by: Irum Touqeer on 20-Nov-2018 | Modified by: Irum Touqeer on 09-Jan-2019 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 Highly Satisfactory Overall Implementation Progress (IP) Satisfactory Satisfactory Implementation Status and Key Decisions Program results: According to the latest Third-Party Validation (TPV) report and information provided by the departments, the targets for all Disbursement Linked Indicators (DLIs) have been achieved and some have exceeded the end-of-Program targets. During FY2017/18 (July 1, 2017 – June 30, 2018), the targeted organizations have increased transparency through publishing up-to-date institutional information on their websites per the requirements for proactive disclosure under the Punjab Right to Information Act (84 websites, against the target of 75). The Citizen Contact Center (CCC) has been handling citizens’ enquiries and complaints/feedback on public services, and the numbers of related calls/SMS are reported to have substantially increased from 50,000 in 2013 (baseline) to 2.9 million in FY2017/18, against the target of 750,000. This 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 six public services is being monitored in real time in all 36 districts of the province 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). Smart monitoring is being implemented throughout the province's 36 districts for six services provided by the departments of Health, Education, Agriculture, and Livestock, exceeding the end-of-Program target of five services in 36 districts (total of 216 district-level services against the target of 180 district-level services). The decision-makers have used field performance information for improved management decisions. The digitization of Urban Immovable Property Tax (UIPT) records has been completed in all 36 districts. In the fiscal year FY17/18, 152,261 properties were added to the UIPT records against the target of 150,000. In total, 1.08 million properties were added to the UIPT records during the Program. The digitization of UIPT records with the addition of previously unregistered properties has helped the GovPunjab increase the UIPT receipts by 115 percent (in nominal terms) in the past five years, as UIPT receipts reached PKR 10 billion in fiscal year 2017/18 (July 2017 - June 2018), significantly surpassing the end-of-Program target of PKR 7 billion. For effective resource management, 153 targeted organizations are using the Punjab Procurement Regulatory Authority’s (PPRA) Management Information System (MIS) for registering and processing contracts through the PPRA MIS. It is important to note that the Government of Punjab has taken steps to ensure the sustainability of the results achieved under the Program by incorporating interventions supported by the Program in the regular structures and budgets of the implementing entities, as in the case of the PPRA – MIS. The Government of Punjab is in the process of approving the budgets for other interventions (performance management applications and the Citizen Contact Center). The Government of Punjab and the World Bank plan to conduct a workshop in early 2019 to disseminate the results achieved under the PPMRP. 1/15/2019 Page 1 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) The preparation of the ‘Implementation Completion and Results’ report will be initiated after the closing of the Program. Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P132234 IDA-53140 Closed 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 Closed 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. Source DLI# Responsibility Timing Timing Value Status Client Due Date 30-Mar-2018 Completed Completion Measurement Comments Action Description PITB financial rules, as authorized under the PITB Ordinance, are approved by the PITB Board. Source DLI# Responsibility Timing Timing Value Status Client Due Date 10-Oct-2014 Completed Completion Measurement 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. Source DLI# Responsibility Timing Timing Value Status Client Due Date 10-Jul-2014 Completed 1/15/2019 Page 2 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Completion Measurement 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. Source DLI# Responsibility Timing Timing Value Status Client Recurrent Quarterly Completed Completion Measurement Comments Action Description PPMR Program Steering Committee holds quarterly meetings on Program implementation issues. Source DLI# Responsibility Timing Timing Value Status Client Recurrent Quarterly Completed Completion Measurement 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 Low Fiduciary -- Substantial Substantial Environment and Social -- Moderate Moderate Stakeholders -- Moderate Moderate 1/15/2019 Page 3 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Other -- Moderate Moderate Overall -- Moderate Moderate RiskComments Comments Considering the results (surpassing the targets) achieved, the institutional capacity for implementation is rated high. The Government of Punjab has also taken steps to ensure the sustainability of the results achieved under the Program by incorporating interventions supported by the Program in the regular structures and budgets of the implementing entities, as in the case of the PPRA – MIS. Results PDO Indicators by Objectives / Outcomes Improve resource management IN00649110 ►Urban immoveable property tax collection (in PKRs Million) (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4,657.00 8,605.00 10,021.60 6,977.00 Date 30-Jun-2013 30-Mar-2018 29-Jun-2018 01-Oct-2019 UIPT collections in FY18 surpassed the end-of program target (Punjab Civil Accounts). Comments Improve transparency of targeted departments of the province of Punjab IN00649109 ►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 29-Jun-2018 29-Jun-2018 10-Jan-2019 Department-wise service delivery information is generated on dashboard of supervisors (at district, division and provincial levels), which is populated through smart monitoring tools that are used for selected public services being provided in all districts of Punjab. These services relate to health, school education, and Comments agriculture. The service delivery information has helped supervisors/managers take informed decisions for effective human resources management (staff encouragement, penalty or other corrective action). IN00649111 ►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 2,889,839.00 2,916,885.00 750,000.00 Date 15-Nov-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 As per the TPV report, received enquiries and comments included 967,909 inbound calls and 1,948,976 Comments two-way SMSes during FY18. 1/15/2019 Page 4 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) The Citizen Contact Center was mostly approached to seek information on application forms, process (eligibility criteria, documentation requirements, intermediary approvals required, turn-around time, delivery mechanism), fee/taxes/levies, payment mechanisms, office locations, and grievance redressal mechanisms. Intermediate Results Indicators by Results Areas Transparency and Access to Services IN00649112 ►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 84.00 75.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 Targeted organizations, including provincial and division/district offices of the government departments and attached bodies, have published updated information about their policies, services, budget, staff, vacancies Comments and contacts etc. The achievement of FY18 (84) has surpassed end-of-program target of 75. IN00649115 ►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 77.00 75.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 Of the total 320 approved public investment projects, 246 are being e-published by the targeted departments, including the School Education, Local Government and Community Development, Primary & Comments Secondary HealthCare, and Specialized HealthCare & Medical Education departments. IN00649118 ►Targeted departments with automated records system for defined disclosable information. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 7.00 8.00 7.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 For all disclosable information, departmental records are automated. This includes School Education Department, Local Government & Community Development Department, Primary & Secondary Health Department, Specialized HealthCare & Medical Education Department, Comments Agriculture Department, Livestock & Dairy Development Department, Irrigation Department, Higher Education Department. IN00649121 ►Information about key services available to the public through the Contact Center. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 2.00 53.00 68.00 30.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 1/15/2019 Page 5 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) The Citizens Contact Center is providing information on 68 public services. Citizens mostly request information about farming inputs, agriculture subsidy, immunization, hospital emergency services, vehicle Comments registration, token tax, and professional services. IN00649123 ►Services accepting online applications (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 14.00 14.00 13.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 Province-wide, online application services are available for the following: college admission, Board of Intermediate and Secondary Education, E-Stamping, Government jobs and freelancing training, Punjab Residency Program for doctors, nurses training admission, teachers recruitment, registration of visually Comments impaired persons, Dealers Vehicle Registration, registration of partnership firm with Industries, Commerce & Investment Department, registration of shops or establishment with Labour & Human Resource Department, registration of businesses with Punjab Employees, and Social Security Institution. IN00649124 Services using online processing. (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 3.00 15.00 15.00 7.00 IN00649125 Services accepting mobile applications and/or payments (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 10.00 10.00 10.00 IN00649126 ►Functional facilitation centers (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 149.00 161.00 36.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 There are total 161 functional facilitation centers in Punjab, including province-wide 152 Arazi centers at district/tehsil level (for issuance of property titles, land mutation), 9 citizen facilitation centers at divisional level (also called e-Khidmat centers; providing domicile, birth/marriage/divorce certificate, driving license, e- Comments stamp paper, construction permit, token tax payment, vehicle registration & ownership transfer, property title document, National Database and Registration Authority services, bank services). IN00649127 Functional facilitation centers - using PPP model (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 393.00 393.00 300.00 Performance Monitoring IN00649113 ►District services being monitored by smart management tools (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target 1/15/2019 Page 6 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Value 18.00 216.00 216.00 180.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 The indicator measures the number of district services being monitored by smart management tools. Field workers and officials regularly report data about their activities related to service delivery through smart phones. This information is automatically populated on dashboards of field supervisors, enabling them to monitor and analyze performance of personnel delivering field services. Other policy decisions are also informed by this system (e.g. targeted and timely measures on detection of dengue larva). Comments For this indicator, 6 district services related to health, school education, agriculture, and livestock are being smart-monitored. Any public service that uses smart management tools in all 36 districts is counted as 36 (=1x36). IN00649116 ►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 29-Jun-2018 29-Jun-2018 10-Jan-2019 This is established in all districts for seeking proactive feedback on agriculture services (Agri-smart, 2 services per district), health services (eVaccs and Health Watch, 2 services per district) and performance of Comments field staff. IN00649119 ►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 29-Jun-2018 29-Jun-2018 10-Jan-2019 Performance information of 180 district services is published online. These services are related to agriculture (Agri Smart and compliance; 2 Services in each district), and health (E-Vaccs, HealthWatch and compliance; 3 Services per district). http://www.monitoring.punjab.gov.pk/healthwatch/citizenFeedback Comments https://open.punjab.gov.pk/evaccs/ http://www.monitoring.punjab.gov.pk/evaccs/feedback/stats http://www.agrismart.pitb.gov.pk/open_public/ppmrp http://www.agrismart.pitb.gov.pk/open_public/farmers https://open.punjab.gov.pk/schools/ Resource Management IN00649114 ►Districts with functional digital property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 32.00 36.00 34.00 Date 30-Jun-2013 30-Mar-2018 29-Jun-2018 10-Jan-2019 All districts of Punjab have the digital property registry. Comments 1/15/2019 Page 7 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) IN00649117 ►Properties added to the property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 3,227,899.00 70,745.00 155,594.00 150,000.00 Date 30-Jun-2013 30-Mar-2018 29-Jun-2018 10-Jan-2019 The properties added during 2018 have surpassed the end-of-Program target by 4%. During the five years Comments of the Program, a total of 1.08 million properties were added to the registry. IN00649120 ►Targeted contracts processed through basic e-procurement modules in targeted organizations. (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 75.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 100% of targeted contracts are being processed through basic e-procurement modules in targeted Comments organizations. IN00649122 ►Targeted organizations using PPRA MIS for targeted contracts (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 153.00 153.00 100.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 10-Jan-2019 The PPRA MIS intends to support organizations in the better management of procurement performance, for increased comparability and transparency. The indicator measures whether PPRA-MIS is implemented, and the targeted organizations are effectively using the system to carry out their procurements. As per available information, 153 targeted organizations are using PPRA MIS for processing their targeted contracts, substantially exceeding the target of 100. The number of organizations added to use PPRA MIS on annual basis are as follows: Comments FY 2014-15: 32 organizations FY 2015-16: 68 organizations FY 2016-17: 34 organizations FY 2017-18: 19 organizations Total (FY15-FY18): 153 organization 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 84.00 75.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 -- The target refers to websites created by government departments as well as internal divisions and Comments subordinated agencies to disclose institutional information. Websites of divisions and agencies under the 1/15/2019 Page 8 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) 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 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 TPV report, targeted organizations have published updated information about their policies, services, budget, staff, vacancies, and contacts. The achievement of FY18 (84) has surpassed the end-of-Program target of 75. ►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 2,889,839.00 2,916,885.00 750,000.00 Date -- 29-Jun-2018 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 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 the TPV report, the target for FY18 has been achieved with 2.9 million enquiries and feedback calls/SMS received (967,909 inbound calls and 1,948,976 two-way SMS) during FY18. The reported increase Comments 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 (about 78% of a sample of surveyed callers reported satisfaction on accuracy of information received and agent’s ability of understanding and responding to their queries). Based on this trend, the previous (400,000), current and final (750,000 calls and SMS) targets of the Program have been exceeded. The Citizen Contact Center was mostly approached to seek information on application forms, process (eligibility criteria, documentation requirements, intermediary approvals required, turn-around time, delivery mechanism), fee/taxes/levies, payment mechanisms, office locations, and grievance redressal mechanism. ►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 29-Jun-2018 29-Jun-2018 -- Comments The indicator measures the number of district services being monitored by smart management tools. Field workers and officials regularly report data about their activities related to service delivery through smart phones. This information is populated on dashboards for field supervisors, enabling them to monitor performance of personnel delivering field services. Other policy decisions are also informed by this system (e.g. targeted and timely measures on detection of dengue larva). The TPV report and recent data, shared by Punjab Information Technology Board, confirms monitoring of following six services in all 36 districts of Punjab: 1. PMIU (Program Monitoring Implementation Unit) for school education: regularly monitors 52,695 primary and secondary schools, including teacher presence, student attendance, and availability of facilities such as electricity, water and sanitation. 2. Regular inspection visits of primary and secondary healthcare facilities (presence of medical and paramedical staff, availability of medicines and supplies, condition of facilities) 1/15/2019 Page 9 of 10 The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) 3. Health Monitoring and Evaluation Assistant (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.) 4. E-vaccs (monitors daily field activities of vaccinators to ensure comprehensive coverage of infant immunization program). 5. Agri-smart (monitors daily field activities of agricultural extension staff). 6. Vet Inspect system monitors services delivered by veterinary staff to livestock farmers). ►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 70,745.00 155,594.00 150,000.00 Date 30-Jun-2013 30-Mar-2018 29-Jun-2018 -- As per the information shared by E&T department, the digitization of Urban Immovable Property Tax (UIPT) records has been completed in all 36 districts as of June 30, 2018. The TPV report confirms that the number of properties added to the registry during July 2017- June 2018 is 155,594, which is higher than the end-of- Program target of 150,000 properties. 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, Comments 714 properties added (target: 138,000) Year 4: 152,556 properties added (target: 144,000) Year 5: 155,594 properties (target 150,000). A total 1.08 million properties were added to the registry during the five years of the Program. Note: 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 0.00 153.00 153.00 100.00 Date 30-Jun-2013 29-Jun-2018 29-Jun-2018 -- As per the latest TPV report and recent data shared by PPRA, the Program implementing agency has exceeded the DLI target for the year. A total of 153 contracting organizations entered procurement contracts in the MIS. The DLI targets for the first four years have also been met. The number of organizations added to use PPRA MIS on an annual basis are as follows: FY 2014-15: 32 organizations FY 2015-16: 68 organizations Comments FY 2016-17: 34 organizations FY 2017-18: 19 organizations Total (FY15-FY18): 153 organization The PPRA MIS intends to support organizations to better manage procurement performance for increased comparability and transparency. The indicator measures whether the targeted organizations are using the system effectively to carry out their procurements. 1/15/2019 Page 10 of 10