The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) Citizen-Centric Service Delivery Project (P151972) EUROPE AND CENTRAL ASIA | Albania | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2016 | Seq No: 9 | ARCHIVED on 26-Aug-2019 | ISR37985 | Implementing Agencies: Republic of Albania, ADISA Key Dates Key Project Dates Bank Approval Date: 25-Aug-2015 Effectiveness Date: 22-Mar-2016 Planned Mid Term Review Date: 23-Apr-2018 Actual Mid-Term Review Date: 23-Apr-2018 Original Closing Date: 31-Dec-2020 Revised Closing Date: 31-Dec-2020 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The development objective of the project is to improve the efficiency of delivery and access to selected administrative services in Albania. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Enhancing the back-end systems:(Cost $15.59 M) Enhancing citizen interface with service delivery:(Cost $10.79 M) Building capacity to deliver:(Cost $5.62 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Satisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The World Bank Board of Directors approved the loan for the Citizen-Centric Service Delivery Project to the Republic of Albania in the amount of $32,000,000 on August 25, 2015. The Project's development objective is to improve the efficiency of delivery and access to selected administrative services in Albania. The project is making good progress to achieve these objectives. A mid-term household survey, completed in December 2018, to measure citizen's access to services within the scope of the project reveals that this has improved by 22 percentage points overall compared to the baseline (2016), with significant gains for women (18 percentage points increase), the poor (18 percentage points increase), and the Roma (17 percentage points increase). A Citizen Feedback Mechanism (CFM) survey conducted by SMS with a sample of citizens who have received services over the past 6 months to measure the efficiency of service delivery also reveals significant improvement. For example, the time taken to register a motor vehicle declined from 5.3 days in 2016 to 1 day (8.3 hours) in 2019, and the time taken to receive an old-age pensions application 8/26/2019 Page 1 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) declines from 53 days in 2016 to 45 days in 2019. These improvements reflect progress in core activities funded by the project, specifically the expansion in online services, the establishment of citizen service centers, and streamlining of business processes. 8/26/2019 Page 2 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) 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 Substantial Moderate Moderate Institutional Capacity for Implementation and Sustainability High Substantial Substantial Fiduciary Substantial Substantial Substantial Environment and Social Low Low Low Stakeholders Substantial Substantial Substantial Other -- -- -- Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes To improve the efficiency of the delivery of selected administrative services IN00726828 ►Time taken to obtain motor vehicle registration (Days, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 5.30 5.30 1.00 4.00 Date 31-May-2016 31-May-2016 30-Apr-2019 30-Jul-2020 IN00726830 ►Time taken to process old age pension application (Days, Custom) Baseline Actual (Previous) Actual (Current) End Target 8/26/2019 Page 3 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) Value 53.00 53.00 45.00 40.00 Date 31-May-2016 31-May-2016 31-May-2019 30-Jul-2020 IN00726872 ►Time taken to obtain health insurance card (Hours, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 5.50 5.50 1.00 4.10 Date 31-May-2016 31-May-2016 30-Apr-2019 30-Jul-2020 The process for obtaining the Health Insurance Card is now fully digitized with citizens not required to submit any documentation when applying for the card; the necessary information is digitally exchanged Comments: between the relevant government institutions. As a result this service is delivered in a very short time. To improve citizen's access to selected administrative services IN00726829 ►Access to services for the poor and vulnerable: Percentage of the poor who stated that receiving services from institutions contacted was "easy" or "very easy" (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 50.00 45.00 68.00 70.00 Date 31-May-2016 31-May-2016 31-Dec-2018 31-Jul-2020 One of the main Project Development Objectives is the increased access to public services by the poor and vulnerable. This is measured by the proportion of the poor and vulnerable using administrative services within the scope of the project as measured through responses in a household survey. The poor Comments: are identified on the basis of a wealth index (bottom 40 percent) and there is a separate survey module for the Roma population. IN00726871 ►Access to the poor and vulnerable: Percentage of the Roma who stated that receiving services from institutions contacted was "easy" or "very easy" (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 52.00 47.00 69.00 72.00 Date 31-May-2016 31-May-2016 31-Dec-2018 31-Jul-2020 IN00726873 ►Access to services for the poor and vulnerable: Percentage of females who stated that receiving services from institutions contacted was "easy" or "very easy" (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 50.00 46.00 68.00 71.00 Date 31-May-2016 31-May-2016 31-Dec-2018 31-Jul-2020 Overall Comments PDO The baseline values of the access indicators were modified to limit the indicator to the 10 institutions within the scope of the project and to enable more accurate comparison with the mid-term assessment (which also is limited to these 10 institutions). The original baseline indicators had 5 additional institutions that were not in the project scope. This was an oversight of the team which we only realized when comparative data from the mid-term assessment was available. 8/26/2019 Page 4 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) Intermediate Results Indicators by Components Enhancing the back-end systems IN00726874 ►Agencies with new or enhanced backend IT systems to improve service delivery (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 5.00 6.00 8.00 Date 29-Apr-2015 30-Nov-2018 30-Jun-2019 31-Jul-2020 IN00726877 ►Priority services with business process reengineered (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 100.00 Date 29-Apr-2015 30-Nov-2018 30-Jun-2019 30-Jul-2020 100 "to-be" maps of the businesses to be reengineered have been produced to date, but have not as yet been approved. The target for 2018 is to have 70 produced To-be maps approved by the Interministerial Comments: Committee. Such Committee is not yet summon to discuss and approve the To-Be maps. IN00726880 ►New services with level 3 automation (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 35.00 75.00 75.00 Date 15-Jun-2015 31-Oct-2018 30-Jun-2019 30-Jul-2020 To be confirmed by Third Party Validation Comments: IN00726882 ►Number of registered users accessing e-government services (as percentage of adult population) (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 2.25 7.90 18.30 3.60 Date 31-Dec-2015 30-Nov-2018 30-Jun-2019 31-Jul-2020 The number of active registered users is 403,774, or approximately 18.3 percent of the adult population Comments: (ages 15-74) of 2.2 million. IN00726883 ►The amount of data prefilled in public services' online forms (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 58.40 58.00 58.00 71.00 Date 30-Dec-2016 30-Nov-2018 30-Jun-2019 31-Jul-2020 8/26/2019 Page 5 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) Enhancing citizen interface with service delivery IN00726875 ►Services offered with improved customer service front office interface (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 124.00 124.00 130.00 Date 29-Apr-2015 30-Oct-2018 30-Jun-2019 30-Jul-2020 IN00726878 ►Services with information available on multiple platforms (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 126.00 132.00 130.00 Date 29-Apr-2015 30-Nov-2018 30-Jun-2019 30-Jul-2020 As confirmed by the Third Party Validation report. Comments: Building capacity to deliver IN00726876 ►Number of institutions with proactive citizen feedback mechanisms implemented (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 3.00 4.00 8.00 Date 29-Apr-2015 30-Nov-2018 30-Jun-2019 31-Jul-2020 A new institution was included in the CFM system in 2019, specifically the DPSHTRR. Two surveys were conducted for this institution. Two additional institutions are expected to have the CFM implemented by Comments: the end of the calendar year IN00726879 ►Institutional pre-requisites of Citizen Centric Service Delivery Program (Yes/No, Custom) Baseline Actual (Previous) Actual (Current) End Target Value No Yes Yes Yes Date 29-Apr-2015 30-Nov-2018 30-Jun-2019 31-Jul-2020 IN00726881 ►Institutions with key performance indicators reported and quarterly performance reports circulated (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 6.00 6.00 8.00 Date 29-Apr-2015 30-Nov-2018 30-Jun-2019 31-Jul-2020 8/26/2019 Page 6 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P151972 IBRD-85210 Effective USD 32.00 32.00 0.00 22.77 10.10 69% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P151972 IBRD-85210 Effective 25-Aug-2015 23-Sep-2015 22-Mar-2016 31-Dec-2020 31-Dec-2020 Cumulative Disbursements Restructuring History Level 2 Approved on 28-Sep-2018 Related Project(s) There are no related projects. 8/26/2019 Page 7 of 8 The World Bank Implementation Status & Results Report Citizen-Centric Service Delivery Project (P151972) 8/26/2019 Page 8 of 8