The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Madhya Pradesh Citizen Access to Responsive Services Project (P149182) SOUTH ASIA | India | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2016 | Seq No: 7 | ARCHIVED on 27-Jun-2019 | ISR37798 | 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: 29-Jul-2019 Actual Mid-Term Review Date: -- Original Closing Date: 31-Mar-2021 Revised Closing Date: 31-Mar-2021 pdoTable 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 Components Table 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 Satisfactory Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions 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 452 services have been notified, around 95 percent of services are being processed within the legal timeframe, and 9.36 million people accessed services in 2018-19. 412 LSKs 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 21, 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 319 services already online on various portals. A number of tasks have been completed 6/27/2019 Page 1 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) successfully and the project has successfully met targets for all DLIs for Year 2 and Year 3. The only exception is the requirement for ensuring the second beneficiary feedback report is made available following the approved methodology under DLI 5. The DLI targets achieved include increase in number of citizens accessing PSGA services; increase in Women, Scheduled Castes and Scheduled Tribe citizens accessing PSGA services; additional PSGA points of presence; additional notified services available online over previous year achievement; feedback module fully operational and first feedback report available online following approved methodology. 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 Low Low Fiduciary Substantial Substantial Substantial Environment and Social Low Low Low Stakeholders Substantial Substantial Substantial Other Low Low Low Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes Improved access to public services IN00721221 ►Citizens accessing PSGA services (Percentage, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 5.40 11.91 13.00 26.30 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 Improved access to public services by under represented groups IN00721222 6/27/2019 Page 2 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) ►Direct project beneficiaries (Number, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 3,920,269.00 8,580,200.00 9,360,000.00 16,697,440.00 Date 27-Sep-2016 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721223 Female Beneficiaries (Percentage, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 17.01 18.48 13.75 IN00721224 ►ST and SC citizens accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4.93 15.08 38.41 16.93 Date 27-Sep-2016 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721225 ►Women accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 17.01 18.48 13.75 Date 27-Sep-2016 15-Nov-2018 19-Jun-2019 31-Mar-2020 Intermediate Results Indicators by Components Access to services IN00721227 ►PSGA points of presence fully operational (Number, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 336.00 413.00 24,074.00 536.00 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721230 ►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 15-Nov-2018 19-Jun-2019 31-Mar-2020 Integration of government services IN00721228 6/27/2019 Page 3 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) ►PSGA notified services online (Number, Custom, DLI) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 319.00 319.00 97.00 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721231 ►PSGA services provided within the legal timeframe (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 94.42 95.00 95.00 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721233 ►Service delivery channels (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 6.00 6.00 4.00 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721234 ►PSGA notified services issuing digital certificates (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 3.00 3.00 5.00 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 Performance Management IN00721226 ►Analytical reports generated by SAPS on PSGA services (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Reports are being Reports are being Annual PSGA services produced based on the produced based on the No PSGA reports are report presented to the Value big data analytics being big data analytics produced. High Power conducted on the CM being conducted on Committee. dashboard. the CM dashboard. Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721229 ►Public services where government processes reengineering has been conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 80.00 121.00 172.00 130.00 Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 IN00721232 ►Beneficiary feedback for decision making (Text, Custom, DLI) 6/27/2019 Page 4 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Baseline Actual (Previous) Actual (Current) End Target Established citizen Feedback module fully feedback call center Annual feedback operational through Feedback collected for feedback module. report available online Value outbound call centre that through annual survey Online citizen following approved accesses citizen feedback dashboard methodology. feedback report is available Date 01-Dec-2014 15-Nov-2018 19-Jun-2019 31-Mar-2020 Disbursement Linked Indicators IN00721235 ►DLI 1 Citizens accessing PSGA services (Percentage, Outcome, 5,000,000.00, 36.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 5.40 11.91 13.00 -- Date -- 15-Nov-2018 19-Jun-2019 -- IN00721236 ►DLI 2 Direct project beneficiaries (Number, Outcome, 7,000,000.00, 31.43%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 3,920,269.00 8,580,200.00 9,360,000.00 -- Date -- 15-Nov-2018 19-Jun-2019 -- IN00721237 ►DLI 3 PSGA points of presence fully operational (Number, Output, 5,000,000.00, 60.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 336.00 413.00 24,074.00 -- Date -- 15-Nov-2018 19-Jun-2019 -- IN00721238 ►DLI 4 PSGA notified services online (Number, Output, 5,000,000.00, 52.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 0.00 319.00 319.00 -- Date -- 15-Nov-2018 19-Jun-2019 -- IN00721239 ►DLI 5 Beneficiary feedback for decision making (Text, Output, 3,500,000.00, 42.86%) Baseline Actual (Previous) Actual (Current) 2020-21 Established citizen Feedback module fully Feedback collected through feedback call center for Value operational through -- annual survey feedback module. Online outbound call centre that citizen feedback 6/27/2019 Page 5 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) accesses citizen dashboard report is feedback available Date -- 15-Nov-2018 19-Jun-2019 -- 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 11.15 23.85 32% 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 6/27/2019 Page 6 of 7 The World Bank Implementation Status & Results Report 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. 6/27/2019 Page 7 of 7