Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Pakistan: Punjab Public Management Reform Program (P132234) SOUTH ASIA | Pakistan | Governance Global Practice | IBRD/IDA | Program-for-Results | FY 2014 | Seq No: 8 | ARCHIVED on 22-Jan-2018 | ISR27712 | Implementing Agencies: Punjab Resource Management Program, Excise & Taxation Department, Punjab Information Technology Board, Punjab Public Procurement Regulatory Authority, Planning and Development Department Program Development Objectives Program Development Objective (from Program-for-Results Appraisal Document) To improve transparency and resource management of targeted departments of the Province of Punjab. Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO  Satisfactory  Satisfactory Overall Implementation Progress (IP)  Satisfactory  Satisfactory Overall Risk Rating  Moderate  Moderate Implementation Status and Key Decisions Program results: The Third Party Validation (TPV) report for the fourth year of the program (FY2016/17) confirmed the achievement of four of the five the Disbursement Linked Indicator (DLI) targets. According to the TPV report, the target for DLI 2 on access to information through the Citizen Contact Center (CCC) was achieved by 80%. Data from the Punjab Information Technology Board however indicates that the target has been exceeded since July 2017 (i.e., during the fifth year of program implementation). The reported increase appears to have been a result of an intensified awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. Based on this trend, the final target for the program (750,000 calls and messages) is likely to be achieved. The digitization of Urban Immovable Property Tax (UIPT) records has been completed in 26 districts and is ongoing in another 8 districts. The digitization of UIPT records with the addition of previously unregistered properties has contributed to the increase of UIPT receipts by 102 percent (in nominal terms) since FY2012/13, exceeding the end-of-program target by 33.7%. By the end of year four (FY2016/17), the delivery of 216 district services was being monitored in real time through 'smart management tools' (smartphone and tablet apps for data collection in the field, and management dashboards for the aggregation, analysis, and reporting of performance data). This exceeds the end-of-program target of 180 district services, which points to the usefulness of the smart monitoring introduced under the program for additional departments. Smart monitoring is currently implemented throughout the province's 36 districts for six services provided by the departments of School Education, Health, Agriculture, and Livestock. Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed Disbursed 1/22/2018 Public Disclosure Copy Page 1 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) P132234 IDA-53140 Effective USD 50.00 50.00 0.00 38.35 7.70 83% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P132234 IDA-53140 Effective 14-Nov-2013 02-Dec-2013 10-Jan-2014 31-Dec-2018 -- Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance  --  Substantial  Substantial Macroeconomic  --  Substantial  Substantial Sector Strategies and Policies  --  Moderate  Moderate Technical Design of Project or Program  --  Low  Low Institutional Capacity for Implementation and Sustainability  --  Substantial  Moderate Fiduciary  --  Substantial  Substantial Environment and Social  --  Low  Moderate Stakeholders  --  Moderate  Moderate Other  --  Moderate  Moderate Overall  --  Moderate  Moderate Disbursement Linked Indicators (DLI) PHDLIPDOTBL  Targeted organizations publishing updated institutional information on their websites for information of the public. (Number) Baseline Actual (Previous) Actual (Current) Value 0.00 63.00 81.00 Date 30-Jun-2013 28-Sep-2015 30-Jun-2017 Comments The target refers to websites created by government departments as well as internal divisions and subordinated agencies to disclose institutional information. Websites of divisions and agencies under the same department are available through the department’s website to ensure easy access for users to the services that interest them. In order to meet the requirements under the program, organizations are required to publish updated institutional, organizational and budgetary information. The indicator also measures sustaining the maintenance and comprehensive disclosure of websites created during the previous year. The TPV report for the fourth year (FY2106/17) found that 84 websites were accessible but three of these websites lacked some of the required information. Therefore 81 websites were found in compliance with the requirements of the DLI definition against a target of 75. 1/22/2018 Public Disclosure Copy Page 2 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) PHDLIPDOTBL  Number of calls received by the Citizen Contact Centers to seek information about key services. (Number) Baseline Actual (Previous) Actual (Current) Value 50000.00 157214.00 321218.00 Date 30-Jun-2013 28-Sep-2015 30-Jun-2017 Comments On the request of the Government of Punjab the definition of this indicator was changed from the ‘number of telephone calls received by the Citizen Contact Center to seek information about key services’ to the 'number of enquiries/comments received by the Citizen Contact Center to seek information about, or to provide feedback on key services' with retroactive effect from July 1, 2016. The adjustment was needed to take into account the preference of a large share of the public for obtaining information about public services through SMS and other forms of electronic communications as well as the high number of calls and messages from citizens to Citizen Contact Center (CCC) the providing feedback on public service delivery. The targets for this indicator were met during the first three years of the program. Despite the adjusted definition of the indicator, the TPV report indicates that the target for FY2016/17 was not met, but was achieved by 80% (321,218 calls and messages against a target of 400,000). Based on administrative data reported by the Punjab Information Technology Board, it appears that the target has since been achieved thanks to an increase in citizen-CCC communications since July 2017. The reported increase appears to have been a result of an intensified awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. Based on this trend, the final target for the program (750,000 calls and messages) is likely to be achieved. PHDLIPDOTBL  Services being monitored by smart management tools. (Number) Baseline Actual (Previous) Actual (Current) Value 18.00 144.00 216.00 Date 30-Jun-2013 28-Sep-2015 30-Jun-2017 Comments The TPV report for FY2016/17 confirmed the achievement of 180 district services being monitored through smart management tools. The following five services were being monitored in all 36 districts: - Health Watch: regular inspection visits of primary and secondary healthcare facilities (presence of medical and paramedical staff, availability of medicines and supplies, condition of facilities) - MEA (Monitoring and Evaluation Assistant) Health: regularly monitors a wide range of indicators for 124 district and city headquarter hospitals (including occupancy rates, functionality of equipment, availability of medicines and supplies, medical procedures conducted, disposal of medical waste, etc.) - PMIU (Program Monitoring Implementation Unit) for school education: regularly monitors 52,695 primary and secondary schools, including teacher presence, student attendance, and availability of facilities such as electricity, water and sanitation - E-vaccs: monitors daily field activities of vaccinators to ensure comprehensive coverage of infant immunization program - Agri-smart: monitors daily field activities of agricultural extension staff In addition, the Vet Inspect system has also been implemented in all 36 districts (monitoring of services delivered by veterinary staff to livestock farmers), bringing the total number of district services to 216. PHDLIPDOTBL  Properties added to the urban property registry (Number) Baseline Actual (Previous) Actual (Current) 1/22/2018 Public Disclosure Copy Page 3 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Value 3227899.00 300000.00 152556.00 Date 30-Jun-2013 28-Sep-2015 30-Jun-2017 Comments The digitization of Urban Immovable Property Tax (UIPT) records have been digitized and updated in 26 districts. Work is ongoing in the remaining eight districts and is expected to be completed by the end of FY2017/18 (June 30, 2018). As confirmed by the TPV reports, the DLI targets for the first three years have been achieved. Year 1: 108,667 properties added (target: 97,000) Year 2: 151,511 properties added (target: 133,000) Year 3: 138, 714 properties added (target: 138,000) Year 4: 152,556 (target: 150,000) Total properties added to date: 551,448 N.B. The targets for this DLI are annual. The end target of 150,000 properties applies to year 5. PHDLIPDOTBL  Targeted organizations using PPRA MIS for targeted contracts. (Number) Baseline Actual (Previous) Actual (Current) Value 0.00 35.00 75.00 Date 30-Jun-2013 28-Sep-2015 30-Jun-2017 Comments The DLI targets for the first four years have been met. The TPV report for the fourth year audited procurements entered in the MIS by 75 contracting authorities and confirmed that the target of 75 targeted organizations entering contracts in the MIS had been met. The report however noted several shortcomings in the entered data and provided recommendations for improving the consistent and correct utilization of the system. Results Results Area Intermediate Results Area Transparency and Access to Services Performane Monitoring Resource Management Project Development Objective Indicators 1/22/2018 Public Disclosure Copy Page 4 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) PHINDPDOTBL  Number of telephone calls received by the Citizen Contact Centers to seek information about key services. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 50,000.00 98,000.00 321,000.00 750,000.00 Date 15-Nov-2013 28-Feb-2017 30-Jun-2017 10-Jan-2019 Comments On the request of the Government of Punjab the definition of this indicator was changed from the ‘number of telephone calls received by the Citizen Contact Center to seek information about key services’ to the 'number of enquiries/comments received by the Citizen Contact Center to seek information about, or to provide feedback on key services' with retroactive effect from July 1, 2016. The adjustment was needed to take into account the preference of a large share of the public for obtaining information about public services through SMS and other forms of electronic communications as well as the high number of calls and messages from citizens to Citizen Contact Center (CCC) the providing feedback on public service delivery. The targets for this indicator were met during the first three years of the program. Despite the adjusted definition of the indicator, the TPV report indicates that the target for FY2016/17 was not met, but was achieved by 80% (321,218 calls and messages against a target of 400,000). Based on administrative data reported by the Punjab Information Technology Board, it appears that the target has since been achieved thanks to an increase in citizen-CCC communications since July 2017. The reported increase appears to have been a result of an intensified awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. Based on this trend, the final target for the program (750,000 calls and messages) is likely to be achieved. PHINDPDOTBL  Decision-makers using reliable service delivery information measured as the percentage of reports that trigger managerial action (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 65.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDPDOTBL  Urban immovable property tax (UIPT) collection - in PKR million (Amount(USD), Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4,657.00 7,311.00 9,325.00 6,977.00 Date 30-Jun-2013 28-Feb-2017 30-Jun-2017 01-Oct-2019 1/22/2018 Public Disclosure Copy Page 5 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Comments UIPT receipts in FY2016/17 reached PKR 9.33 billion, exceeding the end-of-program target by 33.65%. Overall Comments Intermediate Results Indicators PHINDIRITBL  Targeted organizations publishing updated institutional information on their websites for information of the public. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 81.00 81.00 75.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  Public investment projects of targeted departments geo-mapped and published online. (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 70.00 65.00 75.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  Targeted departments with automated records system for defined disclosable information. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 5.00 5.00 7.00 Date 30-Jun-2013 15-Mar-2017 15-Mar-2017 10-Jan-2019 PHINDIRITBL  Information about key services available to the public through the Contact Center. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 2.00 53.00 45.00 30.00 1/22/2018 Public Disclosure Copy Page 6 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  Services accepting online applications (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 10.00 11.00 13.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  Services using online processing. (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 3.00 11.00 12.00 7.00 PHINDIRITBL  Services accepting mobile applications and/or payments (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 5.00 5.00 10.00 PHINDIRITBL  Functional facilitation centers (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 149.00 149.00 36.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 Comments There are six dedicated Citizen Facilitation Services, which provide some 30 administrative services, as well as 142 Land Registration Management Information System (LRMIS) offices that provide services related to rural land registration, transfers, and agricultural services. PHINDIRITBL  Functional facilitation centers - using PPP model (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 6.00 6.00 300.00 1/22/2018 Public Disclosure Copy Page 7 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) PHINDIRITBL  District services being monitored by smart management tools (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 18.00 216.00 216.00 180.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  District services for which proactive citizen feedback is collected (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 146.00 144.00 100.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  District services for which performance information and citizen feedback is published online (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 182.00 180.00 180.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  Districts with functional digital property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 18.00 26.00 34.00 Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019 PHINDIRITBL  Properties added to the property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 3,227,899.00 80,241.00 152,556.00 150,000.00 Date 30-Jun-2013 28-Feb-2017 30-Jun-2017 10-Jan-2019 1/22/2018 Public Disclosure Copy Page 8 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) PHINDIRITBL  Targeted contracts processed through basic e-procurement modules in targeted organizations. (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 75.00 Date 30-Jun-2013 28-Feb-2017 28-Feb-2017 10-Jan-2019 PHINDIRITBL  Targeted organizations using PPRA MIS for targeted contracts (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 93.00 75.00 100.00 Date 30-Jun-2013 28-Feb-2017 30-Jun-2017 10-Jan-2019 Comments The actual has been updated based on the findings of the TPV report for the fourth year (FY2016/17), which confirmed compliance by 75 contracting authorities. Overall Comments 1/22/2018 Public Disclosure Copy Page 9 of 9