The World Bank Implementation Status & Results Report Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) SOUTH ASIA | Pakistan | Governance Global Practice | Institutional Development Fund| FY 2012 |Seq No: 7 | ARCHIVED on 20-Jul-2015 | ISR20185 | Implementing Agencies: Federal Tax Ombusman Secretariat Key Dates Key Project Dates Board Approval date:26-Apr-2012 Effectiveness Date:30-Nov-2012 Planned Mid Term Review Date:17-Mar-2014 Actual Mid-Term Review Date:26-Mar-2014 Original Closing Date:11-Sep-2015 Revised Closing Date:11-Sep-2015 Project Development Objectives Project Development Objective (from IDF Proposal) The Development Objective (DO) of the Grant is to strengthen the Ombudsman institutions in Pakistan for better handling of complaints, increasing the number of citizens benefiting, faster processing, and, greater citizen satisfaction. This will be achieved by improving business processes of selected offices, increasing awareness in citizens about the Ombudsman offices, enhancing capacity, andby implementing a citizen feedback mechanism to measure citizens’ satisfaction. Has the Project Development Objective been changed since Board Approval of the Project Objective? No PHRPDODEL Components Name Strengthen FPO secretariat:(Cost $48000.00 M) Implement performance improvement interventions in five offices:(Cost $150000.00 M) Establish independent service monitoring:(Cost $47000.00 M) Launch a magazine:(Cost $100000.00 M) Prepare capacity building program and initiate implementation.:(Cost $100000.00 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Moderately Satisfactory Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating High Moderate 7/20/2015 Page 1 of 6 The World Bank Implementation Status & Results Report Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) Implementation Status and Key Decisions The project aims to provide support to all twelve ombudsman institutions of Pakistan through the Forum of Pakistan Ombudsman (FPO), of which all ombudsman institutions are members. The Federal Tax Ombudsman (FTO) office houses the FPO secretariat, and is assigned implementation of the project. The project has been effective since November 30, 2012 and will close in September 2015. A reallocation of funds among expenditure categories was approved by the Bank on April 14, 2015. Most of the new activities envisaged under the revised procurement plan (with the exception of a study on the use of ADR by ombudsman institutions) are expected to be completed before the closing date. All PDO indicators are expected to be achieved. 7/20/2015 Page 2 of 6 The World Bank Implementation Status & Results Report Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance -- High Moderate Macroeconomic -- High Moderate Sector Strategies and Policies -- Moderate Moderate Technical Design of Project or Program -- Low Low Institutional Capacity for Implementation and Sustainability -- Moderate Moderate Fiduciary -- Moderate Moderate Environment and Social -- Low Low Stakeholders -- Low Low 7/20/2015 Page 3 of 6 The World Bank Implementation Status & Results Report Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) Other -- -- -- Overall -- High Moderate Results Indicators PHINDPDOTBL FPO secretariat strengthened(Text,Custom) Baseline Actual (Previous) Actual (Current) End Target FTO staff ensuring FTO staff ensuring Establishment implementation of implementation of Value no staff of FPO beyond project; regular project; regular meetings IDF project. meetings held. held. Date 26-Apr-2012 05-Nov-2014 08-Jul-2015 11-Sep-2015 PHINDPDOTBL Capacity building program initiated.(Text,Custom) Baseline Actual (Previous) Actual (Current) End Target Conference of International Ombudsman Networking with Networking with Association (IOA) international international Value 0 organized in Islamabad. Ombudsman Ombudsman Federal Tax Institutions. Institutions. Ombudsman currently holds the chairmanship of the IOA. Date 26-Apr-2012 05-Nov-2014 08-Jul-2015 11-Sep-2015 PHINDPDOTBL Implement performance improvement interventions in five selected ombudsman offices.(Text,Custom) Baseline Actual (Previous) Actual (Current) End Target Needs assessment study and recommendations completed. Selected recommendations are currently under performance implementation (second interventions Value 0.00 0.00 citizen scorecard, undertaken in 5 awareness campaign, offices staff training). Case Management Information System implemented by the Federal Ombudsman 7/20/2015 Page 4 of 6 The World Bank Implementation Status & Results Report Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) and the Federal Tax Ombudsman in headquarters and regional offices. Date 26-Apr-2012 05-Nov-2014 08-Jul-2015 11-Sep-2015 PHINDPDOTBL Independent Service monitoring mechanism established in two selected offices.(Text,Custom) Baseline Actual (Previous) Actual (Current) End Target The review of monitoring mechanisms has been Two citizen completed. A second satisfaction Value 0.0 0.0 citizen scorecard survey surveys will implemented before conducted. the closing of the grant. Date 26-Apr-2012 05-Nov-2014 08-Jul-2015 11-Sep-2015 PHINDPDOTBL Launch of magazine/newsletters for communication and awareness building.(Text,Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.0 4.0 5.0 4.0 Date 26-Apr-2012 05-Nov-2014 08-Jul-2015 11-Sep-2015 Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed Disbursed P131124 TF-12310 Effective USD 0.45 0.45 0.00 0.34 0.11 76% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P131124 TF-12310 Effective 11-Sep-2012 11-Sep-2012 30-Nov-2012 11-Sep-2015 11-Sep-2015 Restructuring History 7/20/2015 Page 5 of 6 The World Bank Implementation Status & Results Report Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) There has been no restructuring to date. Related Project(s) There are no related projects. 7/20/2015 Page 6 of 6