The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Digital Transformation for User-Centric Public Services (P168425) MIDDLE EAST AND NORTH AFRICA | Tunisia | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2019 | Seq No: 1 | ARCHIVED on 06-Dec-2019 | ISR38719 | Implementing Agencies: Ministry of Technology Information and Communication, Ministry of Development Investment and International Cooperation Key Dates Key Project Dates Bank Approval Date: 14-Jun-2019 Effectiveness Date: -- Planned Mid Term Review Date: -- Actual Mid-Term Review Date: Original Closing Date: 31-Jan-2025 Revised Closing Date: 31-Jan-2025 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The project development objective (PDO) is to improve equitable access to and the quality and accountability of selected Social Protection and Education services through a GovTech approach. Access will be measured in terms of: (i) increase in functioning access points for the selected public services; (ii) increased usage of the selected public services. Gains in equitable access will be measured in terms of two dimensions: (i) improved Social Protection systems (which in themselves improve the ability of the GoT to identify and serve needy groups); (ii) access for targeted vulnerable groups: (a) low-income groups; (b) women in rural areas; (c) illiterates; and (d) disabled people. Quality will be measured in terms of: (i) user satisfaction; and, (ii) time/efficiency gains in delivery. Accountability will be measured in terms of: (i) increased availability of sector and service-related information; and, (ii) increased responsiveness of public service providers to user feedback. A "GovTech" approach has two core elements: (i) putting the citizen at the centre of the reform process; and, (ii) combining public sector reform innovations, change management and digital technologies. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name User-Friendly Institutional and Digital Delivery Solutions:(Cost $16.30 M) Public and Private Sector Capabilities for Speedier and Responsive Service Delivery:(Cost $41.40 M) Reinforcing Connectivity in Education and Social Protection for more Equitable Access to and Quality of Services:(Cost $42.30 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO -- ►Moderately Satisfactory Overall Implementation Progress (IP) -- ►Moderately Satisfactory 12/6/2019 Page 1 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Overall Risk Rating -- ►Substantial Implementation Status and Key Decisions The Innovative Digital Transformation for User-Centric Public Service Project (GovTech) Project in the amount of EUR 89.2 million (US$100 million equivalent) was approved by the World Bank Group Board of Executive Directors on June 14, 2019. The project development aims to improve equitable access to and the quality and accountability of selected Social Protection and Education services through a GovTech approach. The legal agreements have not been signed yet, and the project is therefore not yet effective. While awaiting effectiveness, the Bank is continuing with TA support to the counterparts to build their capacity to hit the ground running on project implementation, once the project becomes effective Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance ►Substantial -- ►Substantial Macroeconomic ►High -- ►High Sector Strategies and Policies ►Substantial -- ►Substantial Technical Design of Project or Program ►Substantial -- ►Substantial Institutional Capacity for Implementation and Sustainability ►Substantial -- ►Substantial Fiduciary ►Substantial -- ►Substantial Environment and Social ►Moderate -- ►Moderate Stakeholders ►Moderate -- ►Moderate Other ►Substantial -- ►Substantial Overall ►Substantial -- ►Substantial Results PDO Indicators by Objectives / Outcomes Project Development Objective: Improve equitable access, quality and accountability of selected serv IN00748824 ►Increased access to the targeted Social Protection Services (Social Assistance and Social Security) (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 670,000.00 12/6/2019 Page 2 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Date 08-Apr-2019 -- 27-Sep-2019 29-Nov-2024 PDO1 relates to a new targeting/social security system so it starts from zero and increases year on year. it is focused, by design, on targeting only low-income groups via social protection targeting. * The beneficiaries of these two services belong to a vulnerable population of low-income people. Thus, with regard to social security, the target population includes the self-employed, including the poor and vulnerable, who have very limited income and are currently not covered by any social security, including agricultural workers. * The annual target values result from the sum of the annual target values of 2 sub- indicators: i) number of households (applicants and beneficiaries) eligible for social assistance according to the new targeting Comments: process. After the introduction of the new process in the first year, the number of eligible households should be 600,000 by the end of the project. ii) Number of new social security affiliations among the target population. Every year, 13,000 new affiliations are registered among the target population. The project is expected to increase the annual number of new affiliations from 13,000 to 14,500 per year, reaching a new membership of 70,000 by the end of the project. Sub-indicators for the PDO1 1- Number of households (applicants and beneficiaries) eligible for social assistance according to the new targeting process Y1) 0, Y2)350000,Y3)400000,Y4)550000, End )600000 2-Number of new social security affiliations among the target population: Y1)13000,Y2)2600,Y3)39000,Y4)54000,End 70000 IN00748825 ►Increased access of “target vulnerable groups“ to Digitized Access Points (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 20,700.00 Date 08-Apr-2019 -- 27-Sep-2019 29-Nov-2024 • PDO2 relates to the new service centres – to be implemented from Y1 – so starts at zero.2 It is disaggregated by gender. It will measure rural women’s access to services via the digitized access points/service centres Target vulnerable groups, in addition to low-income groups, are: women in rural areas; illiterates; and disabled groups. The annual target values are based Comments: on the number of transactions made by vulnerable populations accessing digitized access points, measured as such: T*12*Dp*Pop • T: The average number of monthly transactions in digitized access point is estimated at 100. • Dp: This refers to the number of operational digitized access points: 20 (Y2) 36 (Y3) 52 (Y4) 69 (Y5) • Pop: The approximate share of transactions made by the target vulnerable groups : 25% IN00748846 ►of which women (Number, Custom Breakdown) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 14,490.00 Date 15-Apr-2019 -- 27-Sep-2019 31-Jan-2025 IN00748847 ►of which illiterate (Number, Custom Breakdown) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 4,140.00 Date 15-Apr-2019 -- 27-Sep-2019 31-Jan-2025 IN00748848 ►of which disabled (Number, Custom Breakdown) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 2,070.00 Date 15-Apr-2019 -- 27-Sep-2019 31-Jan-2025 IN00748849 12/6/2019 Page 3 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) ►Increased user satisfaction on Cash Transfer Program, Online Enrollment and Digital Learning Management System (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 20.00 Date 08-Apr-2019 -- 27-Sep-2019 29-Nov-2024 • PDO 3 relates to a measure of user satisfaction. The baseline of satisfaction on the flagship services will be design and established by the end of Y1. 3. It will also disaggregte user satisfaction by gender (and this gender disaggregation will also be built into the Barometer from Component 2). Satisfaction could be measured on the 5-point scale from “Very Comments: Unsatisfied” to “Very Satisfied.” The parameters will be clearly defined to ensure simple measurement and attribution to the project investments (for example, very focused questions such as: do you find the resources you need on line?). The GoT is aware of the strengths and limitations of user satisfaction surveys. It is also aware that this is one of many metrics. It is also aware that action needs to be taken to improve user satisfaction. IN00748850 ►Published barometer reports on the flagship services (Social Protection and Education) and ministerial decisions taken based on report recommendations (Yes/No, Custom) Baseline Actual (Previous) Actual (Current) End Target Value No -- No Yes Date 31-Aug-2019 -- 27-Sep-2019 29-Nov-2024 • PDO4: the barometer is not yet established.The result will be considered to be achieved, that is “yes”, when a minimum of 50% of the recommendations related to Education and to Social Protection have been acted upon. The Barometer report will be designed in the first year (Y1). It will be published for the first in the second year (Y2), including recommendations Comments: that are expected to be acted on by ministerial decisions pertaining to specific indicator results and/or other recommendations. Starting from the third year, the report will also publish ministerial decisions that have been effectively taken based on recommendation from prior year reports.Ministries will benefit from information on citizen feedback and complaints that are collected through existing systems, such as the complaints mechanism and e-People. Intermediate Results Indicators by Components Component 1: User-Friendly Institutional and Digital Delivery Solutions IN00748851 ►New social assistance targeting system operationalized (Yes/No, Custom) Baseline Actual (Previous) Actual (Current) End Target Value No -- No Yes Date 08-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Comments: This indicator will measure the delivery of social assistance transfers and benefits IN00748854 ►Density of social security contributions among the target population (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 5.00 12/6/2019 Page 4 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Date 08-Apr-2019 -- 26-Sep-2019 29-Nov-2024 This indicator will be defined/measured by either the share of the population with total social coverage (4 quarters per year) or the average number of quarters contributed.For example, ,in 2018, the share of non-salaried workers (TNS) who Comments: contributed all 4 semesters was 35% among the non-agricultural non-salaried workers and 21% among the agricultural non- salaried workers. IN00748857 ►Percentage reduction of documents needed to join social security (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 13.00 -- 0.00 25.00 Date 08-Apr-2019 -- 26-Sep-2019 29-Nov-2024 These include but are not limited to (will be further refined during the As-is-to-Be review) : (1) request for affiliation (CNSS hardcopy) (2) copy of the national identity card of the employer (3) copy of the legal representative of the company (4) copy of the residence card for foreigners (5) an original excerpt from the commercial register (6) a certified copy of the tax identification card (7) certified copy of the authorization to exercise the activity (8) attestation of exercise of the activity (9) Comments: certificate of ownership of the agricultural land (10) certified copy of the duly registered rental agreement (11) certified copy of the work leave (12) a birth certificate that is less than 3 months old (13) a staff statement. At the end of the project, the 25% reduction means that a quarter of the documents needed at the beginning of the project will no longer be required to join the social security system. IN00748859 ►Number of persons with new social protection / universal health care cards (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 4,000,000.00 Date 15-Apr-2019 -- 26-Sep-2019 29-Nov-2024 IN00748861 ►Primary and secondary students enrolled for the school year through the Education Management Platform (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 80.00 Date 15-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Comments: This includes assisted enrollment through Digitized Access Points. IN00748864 ►Number of parents who have an active account on the education management platform (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 25,000.00 Date 15-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Active is measured by a specific number of times (at least 3 times) that a parent has logged to the platform during an Comments: academic year. IN00748866 ►Number of students with learning risks (including of drop-out) identified through the Education Management Platform (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target 12/6/2019 Page 5 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Value 0.00 -- 0.00 2,000.00 Date 15-Apr-2019 -- 26-Sep-2019 29-Nov-2024 This covers largely secondary and college level. The system is designed to detect students at risk and trigger the response Comments: mechanism IN00748868 ►Development of online learning applications for students (Yes/No, Custom) Baseline Actual (Previous) Actual (Current) End Target Value No -- No Yes Date 15-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Comments: this indicator measure whether student online learning applications were developed IN00748869 ►Number of transactions in Digitized Access Points in targeted geographical areas (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 82,800.00 Date 15-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Target Digitized Access Points refers to the new stationary points established in the 55 districts as well as the mobile points; including in the most under-served areas.The annual target values are measured as such: T*12*Dp • T: The average Comments: number of monthly transactions in digitized access point is estimated at 100 (Y2), 100 (Y3), 100 (Y4), 100 (Y5) • Dp: This refers to the number of operational digitized access points: 20 (Y2) 36 (Y3) 52 (Y4) 69 (Y5) Component 2: Public and Private Sector Capabilities for Speedier and Responsive Service Delivery IN00748852 ►Percentage of students with school identifier (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 90.00 Date 08-Apr-2018 -- 26-Sep-2019 29-Nov-2024 In 2018, the number of primary students was: 1,100,790, and the number of secondary was: 894, 305. Given that the Comments: student numbers fluctuate, the target is based on percentages. IN00748855 ►Percentage of social assistance beneficiaries / applicants verified their social security (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 95.00 Date 08-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Comments: This indicator measures the percentage of verified social assistance applicant IN00748858 ►Number of interministerial data exchange services (Number, Custom) 12/6/2019 Page 6 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 6.00 Date 08-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Examples for the education sector: verification of the civil status of the parent/student, verification of the address of the Comments: parent/student, school situation of a student; etc. Examples for the social sector: verification of the civil status of a beneficiary, verification of the family cluster, tax situation of a recipient of social assistance; etc. IN00748860 ►Operationalization of the public service delivery barometer (Yes/No, Custom) Baseline Actual (Previous) Actual (Current) End Target Value No -- No Yes Date 08-Apr-2019 -- 26-Sep-2019 29-Nov-2024 Comments: This indicator measure whether public service delivery barometer was operationalized IN00748862 ►Civil servants (in Education, Social Protection, Digitized Access Points) who are trained on new GovTech methods (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 4,100.00 Date 08-Apr-2019 -- 27-Sep-2019 29-Nov-2024 For example, teachers and MoE staff will be trained on new education platform and applications, and social workers and Comments: MAS staff will be trained new process of evaluating beneficiaries using improved targeting approach. IN00748863 ►of which in Education (Number, Custom Breakdown) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 2,500.00 Date 15-Apr-2019 -- 27-Sep-2019 29-Nov-2024 IN00748865 ►of Which PS (Number, Custom Breakdown) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 1,400.00 Date 15-Apr-2019 -- 27-Sep-2019 29-Nov-2024 IN00748867 ►of which Digitized Access Points (Number, Custom Breakdown) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 200.00 Date 15-Apr-2019 -- 27-Sep-2019 29-Nov-2024 12/6/2019 Page 7 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Component 3: Stimulating Improved Indoor and Outdoor Connectivity in Education and Social Protection IN00748853 ►Schools with high-speed broadband access meeting quality of service standards (QoS) (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 2,700.00 Date 08-Apr-2019 -- 27-Sep-2019 29-Nov-2024 This is measuring Connectivity as a Service (Indoor and outdoor) as well as QoS (high-speed broadband access and Comments: bandwidth for schools) with well-defined Service Level Agreement (SLA). IN00748856 ►SP local units with high-speed broadband meeting quality of service standards (QoS) (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 -- 0.00 250.00 Date 08-Apr-2019 -- 27-Sep-2019 29-Nov-2024 This is measuring Connectivity as a Service (Indoor and outdoor) as well as QoS (high-speed broadband access and Comments: bandwidth for SP local units) with well-defined SLA. Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed Not P168425 IBRD-89870 USD 100.00 100.00 0.00 0.00 100.00 0% Effective Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date Not P168425 IBRD-89870 14-Jun-2019 -- -- 31-Jan-2025 31-Jan-2025 Effective Cumulative Disbursements 12/6/2019 Page 8 of 9 The World Bank Implementation Status & Results Report Digital Transformation for User-Centric Public Services (P168425) Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 12/6/2019 Page 9 of 9