The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Assam Citizen-Centric Service Delivery Project (P150308) SOUTH ASIA | India | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2017 | Seq No: 3 | ARCHIVED on 01-Feb-2019 | ISR35723 | Implementing Agencies: Assam Rural Infrastructure and Agricultural Services (ARIAS) Society, Government of Assam Key Dates Key Project Dates Bank Approval Date: 26-May-2017 Effectiveness Date: 11-Aug-2017 Planned Mid Term Review Date: 26-Nov-2019 Actual Mid-Term Review Date: -- Original Closing Date: 30-Jun-2022 Revised Closing Date: 30-Jun-2022 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The Project Development Objective is to improve access in the delivery of selected public services in Assam. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1. Technical Assistance:(Cost $31.70 M) Component 2. Results-based Financing:(Cost $7.50 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions GoA has not yet started implementation of two important activities: development of the Right to Public Services (RTPS) portal and service delivery platform; and procurement of managed services at the Public Facilitation Centres. Disbursements currently stand at just 2.2 percent, representing a lag of fourteen months against the original disbursement plan. There is a considerable delay in achieving the first year Disbursement Linked Indicators (DLIs). Owing to the delays in project implementation, progress towards achievement of Project Development Objective and implementation progress on the Results Based Financing (Component 2) have been downgraded to Moderately Satisfactory. GoA can accelerate disbursements by completing the Year 1 and 2 actions for DLIs 3 and 4. These administrative actions would allow the project to disburse approximately USD 2 million. GoA will need to proceed with two important activities if the project is to get back on track: development of the Right to Public Services (RTPS) portal and service delivery platform; and procurement of managed services at the Public Facilitation Centres. The PMU intends to pursue and complete the procurement of managed service contracts for PFC functioning in the next four months. The project 2/1/2019 Page 1 of 7 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) has identified an initial list of 18 RTPS services for process reengineering and digitization for end-to-end electronic service delivery. This list may be expanded to additional departments and to include the three Autonomous Councils providing support and rollout of the Tribal Action Plan. 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 Moderate Moderate Moderate Institutional Capacity for Implementation and Sustainability Substantial Substantial Substantial Fiduciary Moderate Moderate Moderate Environment and Social Low Moderate Substantial Stakeholders Substantial Substantial Substantial Other -- -- -- Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes To improve access in the delivery of selected public services in Assam IN00587464 ►Number of applications submitted on-line for RTPS services. (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target An agency to carry out the RTPS publicity campaign has been Value 350,000.00 Not yet available selected for award of 1,035,125.00 contract. The actual campaign has not yet begun. Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 01-Jul-2022 IN00587463 ►Public Facilitation Centers fully operational (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target 2/1/2019 Page 2 of 7 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) 30 fully operational 70 fully operational 428 Public Facilitation Value Public Facilitation 30.00 Public Facilitation Centres fully Centers identified. Centres identified operational Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 01-Jul-2022 Intermediate Results Indicators by Components Strengthening RTPS implementation IN00587461 ►RTPS ICT platform is operational. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Not yet initiated. A vendor NIC for developing the Detailed project report platform has been Annual Service Value and implementation plan Not yet available identified and Delivery Report based to be approved by GoA. discussion is on MIS published. underway to use their Service Plus platform as an option. Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 01-Jul-2022 IN00587467 ►Access to RTPS Services expanded to Targeted districts (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Two of the three Autonomous Councils, Karbi Anglong Autonomous Council (KAAC) and N C Hills Autonomous Council (NCHAC), have implemented the Value 0.00 -- RTPS and developed 45.00 Tribal Action Plans for inclusive implementation of RTPS services in respective districts. 15 services have already been notified under the RTPS. Date 30-Apr-2017 -- 09-Jan-2019 01-Jul-2022 IN00587465 ►Number of Services notified under RTPS Act (Text, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target 8 RTPS Government 2 Government to Citizen to Consumer services 55 RTPS services have 40 additional RTPS Services in addition to notified (i.e total of 63) Value been notified. under the Services over year 4 384 Ease of Doing Rest being Act. achievement Business RTPS services. Government to Business. 2/1/2019 Page 3 of 7 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 01-Jul-2022 IN00587455 ►Number of applications for RTPS with women as beneficiaries (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target A Service Provider for undertaking RTPS publicity campaign has been identified and is in the process of being appointed to undertake the campaign. A total Outreach strategy for of 53,723 RTPS Increase of 10% Value Not yet available women designed. applications with percent over year 4. women as beneficiaries were received through the current platform in use (E-District) between April 2017 and March 2018. Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 01-Jul-2022 Supporting Process Re-emgineering in Selected Services IN00587454 ►Government departments with improved processes for targeted services. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target As-IS and To-Be studies have been completed for 25 services in 4 Value 0.00 Not yet available 4.00 departments in 4 departments for Business process Reengineering. Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 30-Jun-2021 RTPS services delivered within stipulated time limits IN00587466 ►RTPS services applications responded to within the legal time-frame. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target The M&E Framework monitored time compliance by using data from the E-District Portal and sampling Not yet available citizens that received Value 0.00 80% the service. As per the sample citizen survey (8522 respondents) 34% of applications were responded to within the stipulated 2/1/2019 Page 4 of 7 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) time-frame. The E- district portal data showed 43% of applications were responded to within the time-frame (for 19 services). Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 30-Jun-2021 IN00587462 ►Increase in RTPS beneficiary feedback on service delivery (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Although a formal citizen feedback system will be developed alongside the development of the RTPS ICT platform, the M&E framework established a framework to capture 15% increase over Value No user feedback. Not yet available feedback on various year 4. aspects of RTPS and the quality of service delivery. A sample 8522 citizens that received RTPS services for feedback were polled and scored. Date 30-Apr-2017 13-Apr-2018 09-Jan-2019 30-Jun-2021 Disbursement Linked Indicators IN00662113 ►DLI 1 Number of applications submitted on-line for RTPS services. (Text, Outcome, 2,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 An agency to carry out the RTPS publicity campaign has been selected for Value 350,000.00 -- -- award of contract. The actual campaign has not yet begun. Date -- -- 09-Jan-2019 -- IN00662114 ►DLI 2 Public Facilitation Centers fully operational (Text, Outcome, 1,000,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 30 fully operational Public 70 fully operational Public Value Facilitation Centers -- Facilitation Centres -- identified. identified Date -- -- 09-Jan-2019 -- IN00662135 2/1/2019 Page 5 of 7 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) ►DLI 3 Access to RTPS Services expanded to Targeted districts (Text, Intermediate Outcome, 2,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 Two of the three Autonomous Councils, Karbi Anglong Autonomous Council (KAAC) and N C Hills Autonomous Council Value 0.00 -- (NCHAC), have -- implemented the RTPS and developed Tribal Action Plans for inclusive implementation of RTPS services in respective districts. Date -- -- 09-Jan-2019 -- IN00662125 ►DLI 4 Number of Services notified under RTPS Act (Text, Intermediate Outcome, 1,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 8 RTPS Government to 55 RTPS services have Consumer services Value been notified. under the -- notified (i.e total of 63) -- Act. Rest being Government to Business. Date -- -- 09-Jan-2019 -- Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P150308 IBRD-87540 Effective USD 39.20 39.20 0.00 0.87 38.33 2.2% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P150308 IBRD-87540 Effective 26-May-2017 05-Jun-2017 11-Aug-2017 30-Jun-2022 30-Jun-2022 Cumulative Disbursements 2/1/2019 Page 6 of 7 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 2/1/2019 Page 7 of 7