The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) EAST ASIA AND PACIFIC | Cambodia | Social Sustainability and Inclusion Global Practice | Recipient Executed Activities | Investment Project Financing | FY 2020 | Seq No: 6 | ARCHIVED on 26-Jul-2023 | ISR57007 | Implementing Agencies: World Vision International, World Vision International Key Dates Key Project Dates Bank Approval Date: 27-Feb-2020 Effectiveness Date: 05-Mar-2020 Planned Mid Term Review Date: 04-Nov-2022 Actual Mid-Term Review Date: 25-Nov-2022 Original Closing Date: 31-Dec-2025 Revised Closing Date: 31-Dec-2025 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) To improve the quality and responsiveness of selected public services through more informed and engaged citizens. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1: Transparency and Access to Information:(Cost $2.51 M) Component 2: Citizen Monitoring:(Cost $3.20 M) Component 3: Implementation of Joint Accountability Action Plans:(Cost $0.67 M) Component 5: Training and Capacity Development:(Cost $3.99 M) Component 6: Civil Society Coordination and Support:(Cost $3.09 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Moderately Satisfactory Satisfactory Overall Implementation Progress (IP) Satisfactory Satisfactory Overall Risk Rating Moderate Moderate Implementation Status and Key Decisions Project implementation has proceeded well in 2023. World Vision International (WVI) has organized Information for Citizens activities in 400 communes/sangkats to disseminate information on (a) citizens’ right to access timely, effective, safe, professional, and equitable health/ education/ communal services; (b) the types of services provided, the fees charged and the fact that some services are free of charge; (c) service standards and how well service providers are doing in meeting those standards; (d) how citizens can participate in improving the quality of the services; and (e) information on how lower income citizens can access the ID Poor support program. Approximately 162,000 citizens have participated in these events so far in 2023. WVI has also led the citizen monitoring process, which consists of citizens’’ scorecards, service providers’ self-assessments, and interface meetings between citizens and service providers. So far in 2023, almost 63,000 citizens have participated in these activities. Service providers in health centers note an increased use of services by citizens, including from the poorest, who previously assumed they would be turned down for lack of ability to pay. Service providers also note that the publication of service standards was equally useful for health center staff and 7/26/2023 Page 1 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) teachers, who were previously not fully aware of the standards. The quality of the services provided has improved as a result, and about 70 percent of citizens who participated in the citizen monitoring process so far are satisfied with service provision. A project restructuring and Additional Financing (AF) were approved by the Bank on June 30. The AF in the amount of AUD 9 million (equivalent to US$6 million) is provided by DFAT to expand the project area to reach 866 communes/sangkats in 20 provinces, and broaden the services covered to include on-demand ID Poor services at the commune/sangkat level, and selected core functions at the district and municipal levels. With the restructuring and AF, the project’s closing date has been extended to December 31, 2025. 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 Substantial Substantial Substantial Sustainability Fiduciary Low Low Low Environment and Social Low Low Low Stakeholders Substantial Substantial Substantial Other -- Low Low Overall Moderate Moderate Moderate Results PDO Indicators by Objectives / Outcomes Improve public services by establishing sustainable mechanisms for informed citizen engagement IN01325011 ►1. % of service providers covered by this project that are meeting key national standards (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 46.00 59.00 73.00 80.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percentage of target service providers (primary schools, health centers and communes/sangkats) covered by this project that are meeting national standards monitored by the NCDDS as part of ISAF (6 for each Comments: category of service provider). Numerator = # of service providers (primary schools, health centers, communes/sangkats) covered by this project that are meeting key national standards. Denominator = # of 7/26/2023 Page 2 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) service providers (health centers, primary schools, communes, districts) covered by this project. Disaggregated by type of service, individual indicator and years of ISAF implementation. IN01325017 ►2. % of JAAP activities completed or ongoing in target communes/sangkats (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 35.00 20.00 82.00 70.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percentage of all of the JAAP actions adopted in relation to target service providers (primary schools, health centers, communes/sangkats) that have been implemented (completed or on-going) at the time of Comments: reporting. Numerator = Number of JAAP actions that have been implemented (completed and on-going). Denominator = Total number of agreed JAAP actions Disaggregated by type of service. IN01325023 ►3. % of target communes/sangkats that have completed three full annual ISAF cycles (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 15.00 15.00 54.00 70.00 Date 14-Nov-2019 04-Jun-2020 30-Jun-2023 31-Dec-2025 Percentage of communes/sangkats supported by the project in which all service providers (primary schools, health centers, communes/sangkats) operating on its territory have completed all steps of the ISAF process (I4C dissemination, citizen monitoring process, JAAP creation and JAAPC formation) for three annual cycles. Numerator = # of communes/sangkats participating in the project that have Comments: completed 3 full annual ISAF cycles. Denominator = # of communes/sangkats participating in the project. *** The current value of this indicator will be updated in the semi-annual report that World Vision will submit in August 2023. IN01325032 ►4. % of graduated target communes/sangkats where a CAF network has been created and is operational (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 10.00 58.00 75.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Perception survey. *** Updated data on this indicator will be available in the semi-annual report of 2023. Comments: Intermediate Results Indicators by Components Component 1: Transparency and Access to Information IN01325013 ►1.1. % of citizens participating in the ISAF process able to cite key service standards (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 20.00 73.00 73.00 70.00 7/26/2023 Page 3 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 % of citizens able to cite at least two standards (out of 6) for each service (primary school, health center and commune/ 6 sangkat administration) 3 months after taking part in an I4C event. Numerator = Number Comments: of surveyed citizens (male/female) each year of implementation able to cite ≥2 of 6 standards for all three of the relevant services. Denominator = Total number of surveyed citizens (male/female). Disaggregated by sex and by service. IN01325019 ►1.2. % of citizens participating in the ISAF process able to cite year-to-year budget changes/patterns (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 20.00 20.00 11.00 50.00 Date 14-Nov-2019 25-Feb-2022 30-Dec-2022 31-Dec-2025 % of citizens able to cite at least two changes (or aware of no change) to year-on-year budgets for at least 2 out of 3 services (i.e.primary school, health center and commune/sangkat administration) 3 months after taking part in an I4C event. Numerator= Number of surveyed citizens correctly stating any budgetary impacts (including none if relevant) year-on-year for any two of the three relevant services 3 months after Comments: taking part in the I4C session on budget information. Denominator= Total number of surveyed citizens (male/female). Disaggregated by sex and type of service. *** The current value of the indicator will be updated in the semi-annual report that World Vision will submit in August 2023. IN01325026 ►1.3. # of cumulated online views of videos presenting service delivery standards and budget information (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 9,112.00 385,000.00 500,000.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Number of cumulated online views of the videos presenting service delivery standards and budget information The cumulated number will aggregate the number of views - for the different videos - from the Comments: different platforms used to share the videos. *** The current value of the indicator will be updated in the semi-annual report that World Vision will submit in August 2023. IN01325031 ►1.4. % of villages in target communes/sangkats covered by face-to-face I4C events to enhance citizen awareness of service provider standards and budgets (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 60.00 47.00 73.00 90.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percenatge of villages in target communes/sangkats where face-to-face I4C events to enhance citizen awareness of service provider standards and budgets are conducted. Numerator = # of villages where Comments: face-to-face I4C are conducted. Denominator = Total # of villages in the project’s target communes/sangkats. IN01325033 ►1.5. % of men participating in I4C awareness-raising events (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 25.00 33.00 31.00 35.00 7/26/2023 Page 4 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 % of men participating in I4C awareness-raising events Numerator = # of male participants in I4C Comments: awareness-raising events. Denominator = Total # of participants in I4C awareness-raising events. Component 2: Citizen Monitoring IN01325012 ►2.1 % of citizens attending scorecard meetings who have previously participated in an I4C face-to-face event (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 33.00 31.00 50.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percentage of citizens attending scorecard meeting in target communes/sangkats who have previously joined an I4C meeting Nominator = # of citizens in target communes/sangkats attending scorecard Comments: meetings who have previously joined an I4C meeting during the same annual cycle Denominator = # of citizens attending scorecard meetings IN01325018 ►2.2. % of interface meetings at which actions for improvement proposed by disadvantaged citizens (in the context of home visits) are presented (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 46.00 48.00 80.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percentage of interface meetings at which actions for improvement proposed by disadvantaged citizens Comments: (in the context of home visits) are presented IN01325024 ►2.3 % of citizens who, after participating in the citizen monitoring process, report increased confidence that citizen voice and actions can have an impact on public service quality (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 78.00 75.00 60.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 % of citizens who, after participating in a scorecard and interface meeting, report increased confidence that citizen voice and actions can have an impact on public service quality Nominator = # of surveyed Comments: citizens whose reported level of confidence is higher after participating in the ISAF process Denominator = Total # of surveyed citizens Disaggregated by sex and number of annual cycles of participation. IN01325030 ►2.4. % of citizens in target communes/sangkats who agree that the JAAP satisfactorily captures priority actions to improve local service delivery (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 88.00 90.00 80.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percentage of citizen representatives surveyed that have taken part in the interface meetings in target Comments: communes/sangkats and agree that the JAAP satisfactorily captures priority actions to improve local service delivery Nominator = # of citizens surveyed who agree that the JAAP satisfactorily captures 7/26/2023 Page 5 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) priority actions to improve local service delivery Denominator = Total # of citizens surveyed Disaggregated by sex Component 3: Implementation of Joint Accountability Action Plans (JAAPs) IN01325015 ►3.1. % of JAAP committees that have met at least twice in the past 12 months (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 21.00 28.00 80.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 % of JAAP committees in target communes/sangkats that have met at least twice in the past 12 months Nominator = # of JAAP committees that have met at least twice in the past 12 months Denominator = Comments: Total # of JAAP committees IN01325021 ►3.2. % of JAAP actions requiring financial support that have been allocated government resources (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 45.00 45.00 30.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 % of JAAP actions categorized as requiring financial support that have been allocated government resources (from local service providers or line ministries) Nominator = # of JAAP actions categorized as Comments: requiring financial support that have been allocated government resources Denominator = # of JAAP actions categorized as requiring financial support Disaggregated by type of service. IN01325027 ►3.3. % of JAAPCs that have successfully mobilized non-government resources to support the implementation of JAAP actions (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 73.00 60.00 70.00 Date 14-Nov-2019 25-Feb-2022 30-Dec-2022 31-Dec-2025 % of JAAP committees that have successfully mobilized non-government resources (from donors, NGOs or private sector) to support the implementation of JAAP actions Nominator = # of JAAPCs that have Comments: successfully mobilized non-government resources to support the implementation of JAAP actions Denominator = Total # of JAAPCs. Component 4: Training and Capacity Development IN01325016 ►4.1. % of CAFs that have received certification (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 39.00 31.00 69.00 75.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 7/26/2023 Page 6 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) % of CAFs that receive certification Nominator = # of CAFs that receive certification Denominator = # of active CAFs A CAF is certified when he/she has successfully completed 4 modules of training and has Comments: independently facilitated a community scorecard and interface meeting Disaggregated by sex and age groups IN01325022 ►4.2. Total number of certified CAFs (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 636.00 1,338.00 2,600.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Number of CAFs that receive certification. *** An additional 1,700 CAFs are expected to receive Comments: certification in the remainder of the project. IN01325028 ►4.3. % of target districts with 3 certifed CAF leaders (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 42.00 70.00 75.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 % of target districts with 3 certified CAF leaders A CAF leader is certified when he/she has been certified as CAF, has been elected by his/her peers, has successfully completed CAF leader training and has Comments: provided at least 3 modules of ISAF training to CAF network members Nominator = # of target districts with 3 certified CAF leaders Denominator = Total # of target districts. Component 5: Civil society coordination and support IN01325014 ►5.1. % target communes/sangkats that have completed the full annual ISAF cycle in the previous calendar year (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 15.00 32.00 83.00 80.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Percentage of communes/sangkats supported by the project in which all service providers (primary schools, health centers, communes/sangkats) operating on its territory have completed all steps of the ISAF process (I4C dissemination, citizen monitoring process, JAAP creation and JAAPC formation) in the Comments: previous calendar year. Numerator = # of communes/sangkats participating in the project that have completed the full annual ISAF cycle in the previous calendar year. Denominator = # of communes/sangkats participating in the project. IN01325020 ►5.2. # of provincial level learning forums conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 8.00 50.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 7/26/2023 Page 7 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) # of provincial level learning forums conducted. .*** The delay in reaching the indicator target stemmed from COVID-19 related restrictions to in-person gatherings. By end of June 2023, eight provincial level learning forums have been conducted, while another two are planned for after the upcoming national Comments: election of July 2023. Assuming that no new restrictions to in-person gatherings are issued (now that COVID-19 has lost global pandemic status), the project is expected to reach the indicator target by project closing date. IN01325025 ►5.3. # of PSC meetings conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 2.00 9.00 8.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 Comments: # of PSC meetings conducted IN01325029 ►5.4. # of annual reports analyzing aggregated Scorecard and JAAP data produced and disseminated. (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 0.00 4.00 Date 14-Nov-2019 25-Feb-2022 30-Jun-2023 31-Dec-2025 # of annual reports analyzing aggregated Scorecard and JAAP data produced and disseminated by Comments: WVI. *** In the remainder of 2023, World Vision will be completing the reports for the period 2020-2022. Overall Comments IR Several indicators can only be measured after the end of the calendar year, so updates are only available annually. Performance-Based Conditions Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P172630 TF-B2129 Effective USD 4.48 4.48 0.00 3.83 0.65 85% P172630 TF-B9419 Effective USD 1.47 1.47 0.00 0.93 0.54 63% P172630 TF-C1847 Effective USD 2.34 2.34 0.00 0.00 2.34 0%% Key Dates (by loan) 7/26/2023 Page 8 of 9 The World Bank Implementation Status & Results Report Engaging Citizens to Improve Service Delivery Through Social Accountability (P172630) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P172630 TF-B2129 Effective 27-Feb-2020 05-Mar-2020 05-Mar-2020 30-Jun-2024 30-Jun-2024 P172630 TF-B9419 Effective 27-Feb-2020 20-Oct-2022 20-Oct-2022 30-Jun-2024 30-Jun-2024 P172630 TF-C1847 Effective 02-Jul-2023 02-Jul-2023 02-Jul-2023 31-Dec-2025 31-Dec-2025 Cumulative Disbursements Restructuring History There has been no restructuring to date. Related Project(s) P178920-ENGAGING CITIZENS TO IMPROVE SERVICE DELIVERY THROUGH SOCIAL ACCOUNTABILITY AF 7/26/2023 Page 9 of 9