Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) SOUTH ASIA | India | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2016 | Seq No: 4 | ARCHIVED on 24-Oct-2017 | ISR29327 | 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:03-Dec-2018 Actual Mid-Term Review Date:-- Original Closing Date:31-Mar-2021 Revised Closing Date:31-Mar-2021 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 PHRPDODEL Components 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  Moderately Satisfactory  Moderately Satisfactory Overall Implementation Progress (IP)  Moderately Satisfactory  Moderately Satisfactory Overall Risk Rating  Substantial  Substantial Implementation Status and Key Decisions 10/24/2017 Page 1 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) 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), which is the main implementing agency for MPCARS, has been in place since May, 2013, headed by an Executive Director. The Government of Madhya Pradesh has made progress in the implementation of the Public Services Guarantee Act. So far, 362 services have been notified. Around 93.2% of services are being processed within the legal timeframe, and around 45 million applications for government services have been processed. 413 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 the Citizen Service Centres (CSCs) has exponentially increased the number of points of contact where citizens can access these services. The Government is also working on providing these services online after conducting appropriate GPR processes. Currently around 219 services are available online. The Project has successfully completed the achievement of all DLIs for the base year (except the DLI pertaining to designing an outreach strategy targeted to Women and SC/STs). Furthermore, the Project is also progressing well towards achieving the DLIs for year one and a number of critical tasks are being undertaken to achieve the same. These include designing processes for making more services available online, notifying additional services, and increasing the service delivery channels to include mobile-based applications. Initial delays in hiring of the Independent DLI Verification Agency had caused delays in project disbursements. This issue has been rectified now and the project is has disbursed almost 15% of the Project value. 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  Substantial Fiduciary  Substantial  Substantial  Substantial Environment and Social  Low  Low  Low Stakeholders  Substantial  Substantial  Substantial Other  Low  Low  Low Overall  Substantial  Substantial  Substantial Results Project Development Objective Indicators PHINDPDOTBL  Citizens accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target 10/24/2017 Page 2 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) Value 5.40 11.15 11.15 26.30 Date 01-Dec-2014 28-Mar-2017 28-Mar-2017 31-Mar-2020 Comments The target for the year 1 is 'conducting awareness campaign' and the awareness campaign is being conducted via Radio, MyGov-MP, Audio modules delivered through the CM helpline. PHINDPDOTBL  Women accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 1.75 1.75 13.75 Date 27-Sep-2016 05-Dec-2016 05-Dec-2016 31-Mar-2020 Comments We are yet to receive updated figures from the Project team. This figure will be revised once the updated figures are received from the team. It is expected that the figures will show a positive trend. PHINDPDOTBL  ST and SC citizens accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4.93 4.93 4.93 16.93 Date 27-Sep-2016 05-Dec-2016 05-Dec-2016 31-Mar-2020 Comments We are yet to receive updated figures from the Project team. This figure will be revised once the updated figures are received from the team. It is expected that the figures will show a positive trend. PHINDPDOTBL  Direct project beneficiaries (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target 10/24/2017 Page 3 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) Value 3,920,269.00 3,920,269.00 3,920,269.00 16,697,440.00 Date 27-Sep-2016 05-Dec-2016 05-Dec-2016 31-Mar-2020 Comments We are yet to receive updated figures from the Project team. This figure will be revised once the updated figures are received from the team. It is expected that the figures will show a positive trend. PHINDPDOTBL  Female Beneficiaries (Percentage, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 1.75 1.75 13.75 Overall Comments We are yet to receive updated figures from the Project team. This figure will be revised once the updated figures are received from the team. It is expected that the figures will show a positive trend. Intermediate Results Indicators PHINDIRITBL  Analytical reports generated by SAPS on PSGA services (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Annual PSGA services report No PSGA reports are No PSGA reports are Value PSGA reports produced presented to produced. produced. the High Power Committee. Date 01-Dec-2014 05-Dec-2016 05-Sep-2017 31-Mar-2020 Comments PHIRIIND_COMMENT 10/24/2017 Page 4 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) PHINDIRITBL  Public services where government processes reengineering has been conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 80.00 107.00 219.00 130.00 Date 01-Dec-2014 28-Mar-2017 05-Sep-2017 31-Mar-2020 PHINDIRITBL  PSGA points of presence fully operational (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 336.00 341.00 413.00 536.00 Date 01-Dec-2014 28-Mar-2017 05-Sep-2017 31-Mar-2020 PHINDIRITBL  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 28-Mar-2017 05-Sep-2017 31-Mar-2020 Comments The mission informed the team that each LSK kiosk has dedicated counters to provide information and serve as a help desks to citizens. Going forward, it may be useful to think about how these help desks might serve to be knowledge sharing and resource centers that go beyond supporting the implementation of the PSGA. PHINDIRITBL  PSGA notified services online (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 49.00 75.00 97.00 Date 01-Dec-2014 28-Mar-2017 05-Sep-2017 31-Mar-2020 10/24/2017 Page 5 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) PHINDIRITBL  PSGA services provided within the legal timeframe (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 95.00 93.20 95.00 Date 01-Dec-2014 28-Mar-2017 05-Sep-2017 31-Mar-2020 PHINDIRITBL  Service delivery channels (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 2.00 2.00 4.00 Date 01-Dec-2014 05-Dec-2016 05-Sep-2017 31-Mar-2020 PHINDIRITBL  PSGA notified services issuing digital certificates (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 3.00 25.00 5.00 Date 01-Dec-2014 05-Dec-2016 05-Sep-2017 31-Mar-2020 Comments 3 services which are issuing digital certificates are: 1. Caste Certificate 2. Domicile Certificate 3. Income Certificate 10/24/2017 Page 6 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) PHINDIRITBL  Beneficiary feedback for decision making (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Annual Feedback collected Feedback collected feedback report through annual Feedback collected through annual surveys, available online Value surveys, CM Helpline, through annual surveys. CM Helpline, Mobile following Mobile based based feedback, etc. approved feedback, etc. methodology. Date 01-Dec-2014 05-Dec-2016 05-Sep-2017 31-Mar-2020 Overall Comments 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 5.00 30.00 14% 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 10/24/2017 Page 7 of 8 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: 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. 10/24/2017 Page 8 of 8 Public Disclosure Copy