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: 6 | ARCHIVED on 25-Oct-2016 | ISR24896 | Implementing Agencies: Punjab Resource Management Program, Excise & Taxation Department, Punjab Information Technology Board, Punjab Public Procurement Regulatory Authority 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  Moderately Satisfactory  Satisfactory Overall Implementation Progress (IP)  Moderately Satisfactory  Satisfactory Overall Risk Rating  --  Moderate Implementation Status and Key Decisions The program continues to make steady progress towards achieving the Project Development O. According to current data - all Disbursement Linked Indicators (DLIs) and PDO indicators for the first three years of the program have been met. The Government has also recently taken some important actions to bolster the sustainability of the program's results, most notably by recruiting IT officers to be deployed within departments as well as at the district and tehsil levels. The Third Party Validation (TPV) report for FY15 confirmed that DLIs 1, 3, 4, and 5 for the second year were either met or exceeded. The draft TPV report for DLI 2 also indicates that the target for this DLI was also met in FY15 (second of program implementation). Moreover, administrative data for FY16 indicates that the targets of all five DLIs were also met. The revenues from the Urban Immovable Property Tax (UIPT) have increased by 96 percent since the start of the program. This is a particularly notable result, as it has already exceeded the end-of-program target for the relevant PDO indicator by 17 percent. This trend is expected to continue, especially as the Government has recently provided financing for the digitization of UIPT records in the remaining 30 districts. Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed Disbursed P132234 IDA-53140 Effective XDR 32.60 32.60 0.00 20.99 11.61 64% 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 -- 10/26/2016 Public Disclosure Copy Page 1 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance  --  --  Substantial Macroeconomic  --  --  Substantial Sector Strategies and Policies  --  --  Moderate Technical Design of Project or Program  --  --  Low Institutional Capacity for Implementation and Sustainability  --  --  Substantial Fiduciary  --  --  Substantial Environment and Social  --  --  Low Stakeholders  --  --  Moderate Other  --  --  Moderate Overall  --  --  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 -- 30-Sep-2016 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. According to the TPV report for the second year (June 30, 2015), a total of 53 websites met the program’s criteria of regular updates and proactive disclosure. Therefore the second year target of 50 websites, which should include the ones set up in the previous year, was exceeded by 6%. The new websites, created during the second year under this indicator, include one for organizations under the Agriculture Department, one for the Excise & Taxation Department, four for organizations under the Health Department, 15 for organizations under the Higher Education Department, one for the Local Government & Community Development Department and three for organizations under the School Education Department. According to administrative reports (to be verified in the TPV for the third year) another 21 websites were added since July 2015, bringing the total to 81. 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. 10/26/2016 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 49002.00 Date 30-Jun-2013 -- 30-Sep-2016 Comments The call center currently provides information on 27 public services. Its operation is now housed in and managed by the PITB after the previous outsourcing contract was ended due to financial and legal disputes. The targets for the first and second years were exceeded. During the first year, the call center answered 97,000 calls were received (against a target of 65,000). According to the TPV report, during the second year, 155,622 calls were answered by the call center (against a target of 150,000), with a rate of exceptions (failure to meet the specified criteria) of less than 2.5%. According to PITB data (to be verified), 256,300 calls were received in the third year (against a target of 250,000), and 49,002 calls were logged during the fourth year i.e. until end of Q1. The end target for this indicator is cumulative (i.e., 750,000 calls over five years). In the first three years, 508,900 calls have been received. 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 -- 30-Sep-2016 Comments During the first year the Health Department launched the HealthWatch system for the monitoring of healthcare facilities in all 36 districts of the province, and the Livestock and Dairy Development Department launched VetInspect (a system for monitoring of veterinary facilities and field activities by veterinarians) in 18 districts. As a result, the total number of district-level services being monitored reached 54, thereby exceeding the first year target of 50 services. These services were found to be compliant with the indicator definition criteria, which requires that 50% of the field officials in each district report on at least 50% of their assigned visits using smart mobile devices. According to the TPV report for the second year, Vet Inspect was expanded to all 36 districts and a new system for monitoring teachers’ and students’ attendance in schools was introduced in all 36 districts of the province, thereby bringing the total number of district services being monitored to 144. Since July 2015, e-Vaccs which monitors the activities of health workers responsible for children's immunization has been rolled out in all 36 districts. Addition of agriculture extension monitoring (72) raises the total number to 216. This data will need to be confirmed by the TPV report for the third year of the program (FY2015/16), which is expected to be submitted to the Bank by the end of December 2016. PHDLIPDOTBL  Properties added to the urban property registry (Number) Baseline Actual (Previous) Actual (Current) Value 3227899.00 300000.00 78898.00 Date 30-Jun-2013 -- 20-Sep-2016 Comments 10/26/2016 Public Disclosure Copy Page 3 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) The target for the first year of 97,000 properties added to the digital property registry was exceeded, as 108,600 properties were added in the first year. Another 151,511 properties were added during the second year (exceeding the target of 133,000), as confirmed by the TPV report for FY15. During the third year, the Excise and Taxation Department reports having added a further 315,000 properties (against a target of 138,000), which will need to be confirmed by the TPV report for year 3. The approval of financing for the digitization of urban property records for the remaining 30 districts, which is expected to be completed in FY17, is likely to support the achievement of the program's targets for the remaining duration of the program. 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 94.00 Date 30-Jun-2013 -- 30-Sep-2016 Comments The target for the first year was successfully achieved with the development and testing of the Punjab Procurement Regulatory Authority Management Information System (PPRA MIS). According to the TPV report for FY15, the second year’s target of 25 contracting authorities using the PPRA MIS was met. The TPV report noted some instances of incomplete information for some tenders and recommended some improvements to strengthen the security of the MIS, but found the overall integrity of the system's internal controls to be adequate. According to administrative data reported by the PPRA, the third year’s target of 50 organizations was also met. This data is subject to verification in the third TPV report. At present, 94 organizations are registering procurement processes in the MIS. Results Results Area Intermediate Results Area Transparency and Access to Services Performane Monitoring Resource Management Project Development Objective Indicators 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 50000.00 170000.00 49002.00 750000.00 Date 15-Nov-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 10/26/2016 Public Disclosure Copy Page 4 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Comments The end target for this indicator is cumulative. The call center currently provides information on 27 public services. Its operation is now housed in and managed by the PITB after the previous outsourcing contract was ended due to financial and legal disputes. The targets for the first and second years were exceeded. During the first year, the call center answered 97,000 calls were received (against a target of 65,000). According to the TPV report, during the second year, 155,622 calls were answered by the call center (against a target of 150,000), with a rate of exceptions (failure to meet the specified criteria) of less than 2.5%. According to PITB data (to be verified), 256,300 calls were received in the third year (against a target of 250,000), and 49,002 calls were logged during the fourth year i.e. until end of Q1. The end target for this indicator is cumulative (i.e., 750,000 calls over five years). In the first three years, 508,900 calls have been received. The results reported are per fiscal year. 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 20.00 80.00 60.00 Date 30-Jun-2013 15-Mar-2016 20-Sep-2016 10-Jan-2019 Comments This indicator is measured on a six-monthly basis (in March and September). Compliance is measured by district service for which smart monitoring data is reviewed either by the Chief Minister; or reviewed at least twice by the Department Secretary or Director General with orders for follow up actions issued. The following five services are subject to this review: E-vaccs: 100% compliance (stock taking by the Chief Minister every 2-3 months) )Health-watch: 100% compliance (stock taking by the Chief Minister every 2-3 months) Agri-smart: 100% compliance (two sessions conducted by the Department of Agriculture with District Offers in the past 6 months) MEA (monitoring authority) of Education: 100% compliant (stock taking by the Chief Minister every 2-3 months) Vet Inspect: non-compliant Compliance stands at 80% given that 4 out of 5 services are fully compliant. PHINDPDOTBL  Urban immovable property tax collection (Amount(USD), Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4657.00 6355.00 8157.33 6977.00 Date 30-Jun-2013 15-Mar-2016 30-Jun-2016 01-Oct-2019 Comments The amount is in PKR million, i.e., urban immobile property tax receipts for the fiscal year 2015/16 were PKR 8.16 billion. This represents an increase in nominal terms of 96% over the baseline and exceeds the final target for the program by 17%. In Q1 of FY 2016/17, UIPT receipts stood at PKR 4.43 billion, which suggests that the total UIPT receipts for the fiscal year are likely to increase significantly compared to FY2015/16. 10/26/2016 Public Disclosure Copy Page 5 of 9 Public Disclosure Copy The World Bank Implementation Status & Results Report Pakistan: Punjab Public Management Reform Program (P132234) Overall Comments The increase in revenues from the Urban Immovable Property Tax (UIPT) by 96 percent since the start of the program is a particularly notable result, as it has already exceeded the end-of-program target by 17 percent. This trend is expected to continue, especially as the Government has recently provided financing for the digitization of UIPT records in the remaining 30 districts. 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 76.00 81.00 75.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2017 PHINDIRITBL  Public investment projects of targeted departments geo-mapped and published online. (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 62.00 70.00 75.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 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 3.00 3.00 7.00 Date 30-Jun-2013 15-Mar-2016 30-Jun-2016 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 26.00 30.00 30.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 PHINDIRITBL  Services accepting online applications (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 3.00 4.00 13.00 10/26/2016 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-2016 30-Sep-2016 10-Jan-2019 PHINDIRITBL  Services using online processing. (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 3.00 4.00 5.00 7.00 PHINDIRITBL  Services accepting mobile applications. (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 2.00 10.00 PHINDIRITBL  Functional facilitation centers (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 13.00 147.00 36.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 Comments There are five Citizen Facilitation Centers (one in each of the following cities: Lahore, Gujranwala, Rawalpindi, Sargodha, Sahiwal) that provide the full range of services, including drivers' licenses, civil registration, domicile certificates, etc.. There are also 142 land registration offices which also qualify under the definition of the indicator, as they provide services offered by more than one department: the Agriculture Department (agriculture loans, provision of agricultural inputs) and the Board of Revenue (land titles, registration of property transactions, etc.). The Government is considering various options for expanding the coverage of Citizen Facilitation Centers (CFCs), including opening CFCs in purpose-built premises, leasing premises and outsourcing the operation of CFCs to private sector providers, and/or expanding the range of services offered by existing land registration offices. PHINDIRITBL  Functional facilitation centers - using PPP model (Number, Custom Supplement) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 4.00 300.00 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 10/26/2016 Public Disclosure Copy Page 7 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-2016 30-Sep-2016 10-Jan-2019 PHINDIRITBL  District services for which proactive citizen feedback is collected (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 146.00 146.00 100.00 Date 30-Jun-2013 15-Mar-2016 20-Sep-2016 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 0.00 108.00 146.00 180.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 PHINDIRITBL  Districts with functional digital property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 6.00 6.00 34.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 PHINDIRITBL  Properties added to the property registry (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 3227899.00 85000.00 78898.00 150000.00 Date 30-Jun-2013 07-Jan-2016 30-Sep-2016 10-Jan-2019 PHINDIRITBL  Targeted contracts processed through basic e-procurement modules in targeted organizations. (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 100.00 75.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 10/26/2016 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 organizations using PPRA MIS for targeted contracts (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 35.00 100.00 100.00 Date 30-Jun-2013 15-Mar-2016 30-Sep-2016 10-Jan-2019 Comments All four implementing entities (PITB, PRMP, PPRARA, PITB and E&T Department) processed all targeted contracts (small procurements) using the e-procurement new e-procurement system in FY2015/16. A total of 113 contracts were processed through the new system. Overall Comments Intermediate results indicators that directly contribute to the DLIs and PDO indicators have shown steady progress. Some indicators that do not directly feed into the higher-level indicators (e.g., number of services accepting online applications, services accepting applications by mobile phone, number of facilitation centers) have made slower progress. The enduring relevance of these indicators may be reconsidered during the preparation of the proposed Additional Financing operation. 10/26/2016 Public Disclosure Copy Page 9 of 9