The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Madhya Pradesh Citizen Access to Responsive Services Project (P149182) SOUTH ASIA | India | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2016 | Seq No: 6 | ARCHIVED on 18-Dec-2018 | ISR35206 | Implementing Agencies: Department of Economic Affairs, Ministry of Finance, Government of India, Department of Public Service Management of Madhya Pradesh, State Agency for Public Services Key Dates Key Project Dates Bank Approval Date: 29-Jan-2016 Effectiveness Date: 24-May-2016 Planned Mid Term Review Date: 10-Apr-2019 Actual Mid-Term Review Date: -- Original Closing Date: 31-Mar-2021 Revised Closing Date: 31-Mar-2021 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The development objective of the project is to improve access to PSGA services by citizens of Madhya Pradesh, and in particular by under- represented groups. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1. Results-based financing.:(Cost $25.00 M) Component 2. Technical Assistance.:(Cost $10.00 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The MPCARS project was approved by the Board on January 29, 2016, and was declared effective on May 24, 2016. The State Agency for Public Service (SAPS) is the main implementing agency for MPCARS. The Government of Madhya Pradesh has made substantial progress in the implementation of the Public Services Guarantee Act. So far, over 452 services have been notified, around 94 percent of services are being processed within the legal timeframe, and almost 8 million people have accessed services in the current year. 412 service points are fully operational compared to the baseline of 336. In addition, the integration of the PSGA services with the MP Online system and CSCs has exponentially increased the number of kiosks to over 21, 000 kiosks where citizens can access these services and ensuring outreach up to the Gram Panchayat level. The Government is 1/7/2019 Page 1 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) working on providing these services online with 219 services already online on various portals. The Project disbursed has USD 10.56 million based on year 0 (base year) and Year 1 achievements and it is progressing well with regard to the achievement of all the Year 2 DLIs as well. A number of tasks have been completed successfully and it is expected to disburse soon based on the Year 2 DLIs: increase in number of citizens accessing PSGA services; increase in Women, Scheduled Castes and Scheduled Tribe citizens accessing PSGA services; additional PSGA points of presence; additional notified services available online over year 2 achievement; feedback module fully operational and first feedback report available online following approved methodology. Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance Moderate Moderate Moderate Macroeconomic Low Low Low Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Low Low Low Institutional Capacity for Implementation and Sustainability Substantial Substantial Low Fiduciary Substantial Substantial Substantial Environment and Social Low Low Low Stakeholders Substantial Substantial Substantial Other Low Low Low Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes Improved access to public services IN00590321 ►Citizens accessing PSGA services (Percentage, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 5.40 68.41 11.91 26.30 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 The Year 2 DLI is achieved if the project shows a 2 percentage point increase over Year 2 achivements. Comments: This has already been achieved with a 3.36 percentage point increase. Improved access to public services by under represented groups IN00590322 1/7/2019 Page 2 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) ►Direct project beneficiaries (Number, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 3,920,269.00 49,664,701.00 8,580,200.00 16,697,440.00 Date 27-Sep-2016 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590334 Female Beneficiaries (Percentage, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 12.94 17.01 13.75 IN00590333 ►ST and SC citizens accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4.93 17.74 15.08 16.93 Date 27-Sep-2016 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590332 ►Women accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 12.94 17.01 13.75 Date 27-Sep-2016 20-Mar-2018 15-Nov-2018 31-Mar-2020 Intermediate Results Indicators by Components Access to services IN00590323 ►PSGA points of presence fully operational (Number, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 336.00 413.00 413.00 536.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590324 ►LSK centers with information /facilitation services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 100.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 Integration of government services IN00590325 1/7/2019 Page 3 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) ►PSGA notified services online (Number, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 109.00 319.00 97.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590326 ►PSGA services provided within the legal timeframe (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 90.27 94.42 95.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590327 ►Service delivery channels (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 3.00 6.00 4.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590328 ►PSGA notified services issuing digital certificates (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 3.00 3.00 5.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 Performance Management IN00590330 ►Analytical reports generated by SAPS on PSGA services (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Reports are being Reports are being Annual PSGA services produced based on the produced based on the No PSGA reports are report presented to the Value big data analytics being big data analytics produced. High Power conducted on the CM being conducted on Committee. dashboard. the CM dashboard. Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590331 ►Public services where government processes reengineering has been conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 80.00 237.00 121.00 130.00 Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 IN00590329 ►Beneficiary feedback for decision making (Text, Custom, DLI) 1/7/2019 Page 4 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Baseline Actual (Previous) Actual (Current) End Target Feedback module fully Feedback collected Annual feedback operational through Feedback collected through annual surveys, report available online Value outbound call centre through annual survey CM Helpline, Mobile following approved that accesses citizen based feedback, etc. methodology. feedback Date 01-Dec-2014 20-Mar-2018 15-Nov-2018 31-Mar-2020 Overall Comments IR 71 additional LSK’s operational over last years achievement. A total of 412 LSK's, 13921 MP online kiosks and 6680 CSC' kiosks deliver PSGA services. All the Centers have Information / facilitation centers.There has been a 3.42 percentage point increase in the number of women and a 3.97 percentage point increase in the number of SC/STs accessing PSGA services over year 1 achievements. 452 services have been notified and 319 are delivered online with a 94 percent of the services being delivered on time. Government Business Process re engineering is taking place in ten departments and a citizens feedback system is functioning well. Disbursement Linked Indicators IN00652795 ►DLI 1 Citizens accessing PSGA services (Percentage, Outcome, 5,000,000.00, 36.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 5.40 -- 11.91 -- Date -- -- 15-Nov-2018 -- IN00652806 ►DLI 2 Direct project beneficiaries (Number, Outcome, 7,000,000.00, 31.43%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 3,920,269.00 -- 8,580,200.00 -- Date -- -- 15-Nov-2018 -- IN00652807 ►DLI 3 PSGA points of presence fully operational (Number, Output, 5,000,000.00, 60.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 336.00 -- 413.00 -- Date -- -- 15-Nov-2018 -- IN00652803 ►DLI 4 PSGA notified services online (Number, Output, 5,000,000.00, 52.00%) Baseline Actual (Previous) Actual (Current) 2020-21 1/7/2019 Page 5 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Value 0.00 -- 319.00 -- Date -- -- 15-Nov-2018 -- IN00652804 ►DLI 5 Beneficiary feedback for decision making (Text, Output, 3,500,000.00, 42.86%) Baseline Actual (Previous) Actual (Current) 2020-21 Feedback module fully Feedback collected through operational through Value -- -- annual survey outbound call centre that accesses citizen feedback Date -- -- 15-Nov-2018 -- Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P149182 IDA-57050 Effective USD 35.00 35.00 0.00 10.56 24.44 30% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P149182 IDA-57050 Effective 29-Jan-2016 17-Mar-2016 24-May-2016 31-Mar-2021 31-Mar-2021 Cumulative Disbursements 1/7/2019 Page 6 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 1/7/2019 Page 7 of 7