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: 5 | ARCHIVED on 27-Apr-2018 | ISR32336 | 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  Satisfactory Overall Implementation Progress (IP)  Moderately Satisfactory  Moderately Satisfactory Overall Risk Rating  Substantial  Substantial Implementation Status and Key Decisions 4/27/2018 Page 1 of 7 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) 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 200 services have been notified, around 91 percent of services are being processed within the legal timeframe, and almost 50 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 CSCs has exponentially increased the number of kiosks to over 23, 000 kiosks where citizens can access these services and ensuring outreach up to the Gram Panchayat level. The Government is working on providing these services online with 109 services already online. The Project disbursed USD 5 million based on year 0 (base year) achievements and it is progressing well with regard to the achievement of all the Year 1 DLIs as well. A number of tasks have been completed successfully and it is expected to disburse soon based on the Year 1 DLIs: design and implementation of communication and outreach campaigns for under-represented groups to increase awareness of their rights under the PSGA; making services available online; notification of additional services; and increases in 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. 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 11.15 68.41 26.30 4/27/2018 Page 2 of 7 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 28-Mar-2017 20-Mar-2018 31-Mar-2020 Comments The target for the year 1 is 'conducting awareness campaign' and the awareness campaigns are being conducted via Radio, MyGov-MP, Audio modules available on the CM dashboard and also delivered to citizens via the CM helpline. PHINDPDOTBL  Women accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 1.75 12.94 13.75 Date 27-Sep-2016 05-Dec-2016 20-Mar-2018 31-Mar-2020 PHINDPDOTBL  ST and SC citizens accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4.93 4.93 17.74 16.93 Date 27-Sep-2016 05-Dec-2016 20-Mar-2018 31-Mar-2020 PHINDPDOTBL  Direct project beneficiaries (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 3,920,269.00 3,920,269.00 49,664,701.00 16,697,440.00 Date 27-Sep-2016 05-Dec-2016 20-Mar-2018 31-Mar-2020 PHINDPDOTBL  Female Beneficiaries (Percentage, Custom Supplement) 4/27/2018 Page 3 of 7 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 1.75 12.94 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 Reports are being Annual PSGA produced based on the services report No PSGA reports are PSGA reports Value big data analytics being presented to produced. produced conducted on the CM the High Power dashboard. Committee. Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 PHINDIRITBL  Public services where government processes reengineering has been conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 80.00 219.00 237.00 130.00 Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 Comments GPR conducted on 83 new services in the past 1 year. 4/27/2018 Page 4 of 7 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 points of presence fully operational (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 336.00 413.00 413.00 536.00 Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 Comments In addition to the LSK centres, point of presence have increased exponentially due to the integration of the PSGA system with the CSCs and MP Online. 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 05-Sep-2017 20-Mar-2018 31-Mar-2020 PHINDIRITBL  PSGA notified services online (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 75.00 109.00 97.00 Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 PHINDIRITBL  PSGA services provided within the legal timeframe (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 93.20 90.27 95.00 Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 4/27/2018 Page 5 of 7 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) PHINDIRITBL  Service delivery channels (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 2.00 3.00 4.00 Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 PHINDIRITBL  PSGA notified services issuing digital certificates (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 25.00 3.00 5.00 Date 01-Dec-2014 05-Sep-2017 20-Mar-2018 31-Mar-2020 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-Sep-2017 20-Mar-2018 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 5.46 29.54 16% 4/27/2018 Page 6 of 7 Public Disclosure Copy Public Disclosure Copy The World Bank Implementation Status & Results Report INDIA: MADHYA PRADESH CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) 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 Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 4/27/2018 Page 7 of 7 Public Disclosure Copy