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: 3 | ARCHIVED on 21-Jun-2017 | ISR26520 | 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 6/21/2017 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, 161 services have been notified, around 94% of services are being processed within the legal timeframe, and around 40 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 has exponentially increased the number of kiosks to over 23, 000 kiosks where citizens can access these services. The Government is also working on providing these services online. Currently around 75 services are available online. The Project is progressing well with regard to the achievement of all the DLIs for the base year and a number of tasks have been completed successfully. These include designing communication and outreach campaigns to reach out to under -represented groups and increase citizen awareness on their rights under the PSGA, making services available online, notifying additional services, and increasing the service delivery channels to include mobile-based applications. Other key activities, critical for implementation of the project, have also been completed including hiring of the IVA, PMC firm and the HR firm. However, due to initial delays in hiring of the Independent DLI Verification Agency has caused delays in project disbursements. This issue has been rectified now and the project is expected to disburse soon. 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 Value 5.40 5.40 11.15 26.30 6/21/2017 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) Date 01-Dec-2014 27-Sep-2016 28-Mar-2017 31-Mar-2020 Comments The achievement of this DLI is on track and the Project team has already exceeded the base year target of 5.4% of citizens accessing PSGA services. 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 27-Sep-2016 05-Dec-2016 31-Mar-2020 Comments The mission informed the team that on the basis of previous feedback the software has been amended suitably to measure the number of women applicants accessing PSGA services. Based on the available data it was noted that the base line target has been achieved. 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 27-Sep-2016 05-Dec-2016 31-Mar-2020 Comments The mission informed the team that on the basis of previous feedback the software has been amended suitably to measure the number of SC/ST applicants accessing PSGA services. Based on the available data it was noted that the base line target has been achieved. PHINDPDOTBL  Direct project beneficiaries (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 3,920,269.00 3,920,269.00 3,920,269.00 16,697,440.00 6/21/2017 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) Date 27-Sep-2016 27-Sep-2016 05-Dec-2016 31-Mar-2020 Comments The data has been derived from the total number of applications received for accessing the PSGA services at the Lok Seva Kendras (LSKs). PHINDPDOTBL  Female Beneficiaries (Percentage, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 1.75 1.75 13.75 Overall Comments 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 No PSGA reports are Value presented to produced. produced. produced. the High Power Committee. Date 01-Dec-2014 17-Oct-2016 05-Dec-2016 31-Mar-2020 6/21/2017 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 80.00 107.00 130.00 Date 01-Dec-2014 27-Sep-2016 28-Mar-2017 31-Mar-2020 Comments The mission informed the team that in order to deliver the PSGA services through the LSKs, process reengineering was required to be undertaken. In the past 2 years, process reengineering has been conducted for 107 services including services with maximum citizen interface. PHINDIRITBL  PSGA points of presence fully operational (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 336.00 413.00 341.00 536.00 Date 01-Dec-2014 27-Sep-2016 28-Mar-2017 31-Mar-2020 Comments As per the report submitted by the IVA in March, 2017, 341 LSKs are 'fully operational' whereas additional 77 LSKs have been commissioned but cannot be categorized as fully operational since they are yet to cross 15,000 transactions (as of February 28, 2017). PHINDIRITBL  LSK centers with information /facilitation services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 100.00 100.00 Date 01-Dec-2014 27-Sep-2016 28-Mar-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 goes beyond supporting the implementation of the PSGA. 6/21/2017 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 notified services online (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 49.00 97.00 Date 01-Dec-2014 27-Sep-2016 28-Mar-2017 31-Mar-2020 Comments The Project team informed the mission that around 47 services have already been made available online. These include some of the most commonly accessed services - request for Caste Certificate, Income certificate and Domicile certificate. As per the report submitted by the IVA in March 2017, 2 more services have been made available online since then. PHINDIRITBL  PSGA services provided within the legal timeframe (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 94.00 95.00 95.00 Date 01-Dec-2014 27-Sep-2016 28-Mar-2017 31-Mar-2020 Comments The report submitted by the IVA states that 95.4 % of services are being delivered on time . The main reason for this is attributed to the incentive system (fines and an effective grievance redress mechanism) that has been put in place and to the Department's ability to track delays. PHINDIRITBL  Service delivery channels (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 1.00 2.00 4.00 Date 01-Dec-2014 27-Sep-2016 05-Dec-2016 31-Mar-2020 Comments The mission was informed by the team that currently 2 service delivery channels (physical kiosks and online portal) are available through which citizens can access these services. 6/21/2017 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  PSGA notified services issuing digital certificates (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 1.00 3.00 5.00 Date 01-Dec-2014 27-Sep-2016 05-Dec-2016 31-Mar-2020 Comments 3 services which are issuing digital certificates are: 1. Caste Certificate 2. Domicile Certificate 3. Income Certificate PHINDIRITBL  Beneficiary feedback for decision making (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Annual Feedback collected feedback report Feedback collected Feedback collected through annual surveys, available online Value through annual through annual surveys. CM Helpline, Mobile following surveys. based feedback, etc. approved methodology. Date 01-Dec-2014 27-Sep-2016 05-Dec-2016 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 0.00 35.00 0% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date 6/21/2017 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) P149182 IDA-57050 Effective 29-Jan-2016 17-Mar-2016 24-May-2016 31-Mar-2021 31-Mar-2021 Cumulative Disbursements Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 6/21/2017 Page 8 of 8 Public Disclosure Copy