The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) Strengthening Digital Governance for Service Delivery (P178162) EUROPE AND CENTRAL ASIA | Kosovo | IBRD/IDA | Investment Project Financing (IPF) | FY 2023 | Seq No: 3 | Archived on 04-Sep-2024 | ISR00767 Implementing Agencies: Agency for Information Society 1. OBJECTIVE 1.1 Development Objective Original Development Objective (Approved as part of Approval package on 19-Mar-2023) To improve the quality of and user access to selected public administrative services. Has the Development Objective been changed since Board Approval of the Project Objective? No 2. COMPONENTS Name Component 1. Digital Transformation of Government:(Cost 10,000,000.00) Component 2. Digital Transformation of Public Service Delivery:(Cost 6,500,000.00) Component 3. Institutional strengthening, change management, and project management:(Cost 3,500,000.00) 3. OVERALL RATINGS Name Previous Current Progress towards achievement of PDO Satisfactory Satisfactory Overall Implementation Progress (IP) Satisfactory Satisfactory Overall Risk Rating Substantial Substantial 4. KEY ISSUES & STATUS 4.1 Implementation Status and Key Decisions Sep 04, 2024 Page 1 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) The project was declared effective on June 28, 2024 and dated covenants related to Project Operations Manual, the Project Implementation Unit and the Project Management Committee have been met. 5. SYSTEMATIC OPERATIONS RISK-RATING TOOL Rating at Approval Last Approved Rating Risk Category Approval Package - ISR Seq. 02 - 27 Dec Proposed Rating 20 Mar 2023 2023 Political and Governance Substantial Substantial Substantial Macroeconomic Moderate Moderate Moderate Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Substantial Substantial Substantial Institutional Capacity for Implementation and Moderate Moderate Moderate Sustainability Fiduciary Substantial Substantial Substantial Environment and Social Moderate Moderate Moderate Stakeholders Substantial Substantial Substantial Overall Substantial Substantial Substantial Sep 04, 2024 Page 2 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) 6. RESULTS 6.1 PDO Indicators by PDO Outcomes Improved user access to selected public administrative services Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year Number of transactions 182,910.00 Oct/2022 182,910 12-Jun-2024 182,910 12-Jun-2024 400,000.00 Jun/2028 completed through e-Kosovo Comments on Captures the level of utilization of the platform per month (Number) achieving targets Number of people accessing 703,319.00 Oct/2022 703,319 12-Jun-2024 703,319 12-Jun-2024 850,000.00 Jun/2028 public administrative services Comments on Total registered users through e-Kosova (Number) achieving targets Percentage of women 58.00 Oct/2022 58.00 12-Jun-2024 58.00 12-Jun-2024 60.00 Jun/2028 accessing public Comments on Registered female users as % of total female population administrative services achieving targets through e-Kosova (Percentage) Improved quality of selected public administrative services Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year None (life Oct/2022 None 12-Jun-2024 None 12-Jun-2024 Services under Jun/2028 Compliance with “service events two pilot standards” for services under approach not categories of pilot life event categories yet in practice) life events in (Text) compliance with service Sep 04, 2024 Page 3 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) standards and available. Comments on Standards inform and guide public officials' behavior in carrying out their public duties while achieving targets delivering online services (OECD, 2020). Number of web services 26.00 Oct/2022 26 12-Jun-2024 26 12-Jun-2024 50.00 Jun/2028 automating secure and Comments on Indicator captures enhanced technical and semantic interoperability, supporting the reliable data exchange via achieving targets expansion of transactional online public services and underlying systems. the Government Gateway (GG) (or Government Service Bus) (Number) 6.2 Intermediate Results Indicators by Components Component 1. Digital Transformation of Government Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year No National Oct/2022 No National 12-Jun-2024 No National 12-Jun-2024 National Jun/2028 Interoperability Interoperability Interoperability Interoperability Framework Framework Framework Framework Adoption of National developed, Interoperability Framework approved, and (NIF) by key base registries implemented in and core public entities key base (Text) registries and core public entities(Yes / No) Sep 04, 2024 Page 4 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) Comments on Key base registries include the civil registry and cadaster. Core public entities include the achieving targets MoFLT, MoIA, MoE, MoH, and Tax Agency. No data Oct/2022 No data 12-Jun-2024 No data 12-Jun-2024 The data Jun/2028 classification classification classification classification methodology methodology methodology methodology and protocols and protocols and protocols and protocols developed, Preparation of data approved, and classification methodology in use by key and protocols (Text) base registries and core public entities. (Yes / No) Comments on Captures the standards and protocols to be developed for the NIF and other needs achieving targets There is an Oct/2022 No 12-Jun-2024 No 12-Jun-2024 Enhanced Open Jun/2028 Open Data enhancement enhancement Data Portal platform, to National to National operational, Support and maintain the updated once Open Data Open Data using the GG enhanced National Open per year. Platform as Platform as and updated Data Platform (Text) yet. yet. frequently (monthly). Comments on Monitors access to government open data portal for improving transparency and achieving targets accountability. No shared DRC Oct/2022 TORs prepared 12-Jun-2024 TORs prepared 12-Jun-2024 Fully Jun/2028 on the on the operational Operationalization of shared requirements requirements shared DRC to DRC (Text) for a for a host all key temporary DRC temporary DRC government systems for Sep 04, 2024 Page 5 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) data backup and recovery (Yes / No) Comments on DRC to host key government systems for data backup and recovery from disruptions achieving targets (including climate induced natural disasters) No Cloud Oct/2022 No Cloud 12-Jun-2024 No Cloud 12-Jun-2024 Cloud Jun/2028 Computing Computing Computing Computing Transition Plan Tansition Plan Tansition Plan Transition Plan as yet. as yet. under Establishment of a Cloud implementation Computing Transition Plan and initial (Text) results reported. (Yes / No) Comments on Cloud Computing Transition Plan will guide the transition to a hybrid government cloud and achieving targets strengthen the resilience of Government operations No Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 WoG platform Jun/2028 Government from baseline from baseline developed and WoG platform expanded to Operationalization of the entire Whole of Government government (WoG) platform (Text) (Phase III) (Yes / No) Comments on WoG platform to include agreed functionalities and contemplate to core government achieving targets agencies Core government entities A limited Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 Core Jun/2028 and base registries using the number of from baseline from baseline government interoperability platform service delivery entities (Government Gateway) for systems from 3 (MoFLT, MoIA, service delivery information core entities MoH, MoE, and Sep 04, 2024 Page 6 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) management systems and (MoFLT, MoIA, Tax Agency) registries (Text) MoH) and one and base base registry registries (Civil, (Civil Registry) Cadaster) using connected to the the GG interoperability platform (GG) for service delivery information management systems and registries as per the action plan. Comments on Captures the utilization of GG/GSB by the MDAs for service delivery achieving targets Component 2. Digital Transformation of Public Service Delivery Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year Service Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 Target number Jun/2028 inventory from baseline from baseline of core exists but not government updated agencies using Core government agencies e-Kosova using e-Kosova Platform as Platform as primary service delivery primary service platform (Text) delivery platform Comments on Captures the utilization of e-Kosova by the MDAs for service delivery achieving targets Sep 04, 2024 Page 7 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) No dedicated Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 Performance Jun/2028 team in AIS from baseline from baseline dashboard of Data analytics on e-Kosova analytics used used to improve service for decision quality (Text) making Comments on Captures the level of utilization and service delivery times achieving targets No exit surveys Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 15% increase Jun/2028 currently exist from baseline from baseline on baseline data or at least Citizen satisfaction data 85% tracked showing satisfaction improvement of service with all services performance (Text) accessed (yes / no) Comments on Citizen satisfaction score on service performance achieving targets No Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 IEC-outreach Jun/2028 communication from baseline from baseline program campaign, very reaches basic help-line targeted youth, Increased IEC-outreach available senior citizens, program to citizens on women and eservices with a Contact community Center for citizens groups as per operational (Text) the IEC- outreach plan Comments on Total number of programs achieving targets Sep 04, 2024 Page 8 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) e-Kosova is Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 An increase in Jun/2028 accessed from baseline from baseline e-Kosova user primarily traffic recorded through across multiple e-Services and facilitation website and a access available through multiple basic helpline platforms platforms (website, mobile, (website, ISC, Contact Center) (Text) mobile app, ISC and Contact Center) Comments on Count of e-Services and facilitation achieving targets Number of transactional 12.00 Oct/2022 12.00 12-Jun-2024 12.00 12-Jun-2024 29.00 Jun/2028 services under priority life Comments on Count of the transactional services live on the platform with end-to-end digitalization. event categories available at achieving targets the eKosova platform (Number) Not tracked Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 Increased Jun/2028 from baseline from baseline percentage of targeted Percentage of targeted vulnerable vulnerable groups accessing groups public services through e- accessing Kosova (i.e., poor, RAE services (exact communities, individuals numbers to be with disabilities) (Text) determined by baseline) Comments on Captures the use of online services by targeted vulnerable groups. achieving targets Sep 04, 2024 Page 9 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) Tool does not Oct/2022 No change 12-Jun-2024 No change 12-Jun-2024 Tool being Jun/2028 Establishment of a tool to exist; data on from baseline from baseline utilized to collect data service use by demographic collect and demographic characteristics characteristics analyze data on (e.g., gender, age, of service users service users by rural/urban residency, not demographic disability status, RAE systematically characteristics community, etc.) of service collected or users (Text) monitored. Component 3. Institutional strengthening, change management, and project management Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year No Data Oct/2022 No change 15-Jun-2023 No change 15-Jun-2023 Data Jun/2028 Governance from baseline from baseline Governance body body is fully operational and Establishment of Data publishing Governance body with annual reports sufficient capacity (Text) on the use of NIF. (Yes / No) Comments on Captures the establishment of a dedicated entity and capacity building on data governance achieving targets Sep 04, 2024 Page 10 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) 7. DATA ON FINANCIAL PERFORMANCE 7.1 Cumulative Disbursements 7.2 Disbursements (by loan) Loan/Credit/TF Status Original Revised Cancelled Disbursed Undisbursed % Disbursed IDA-72730 Effective 20.00 20.00 0.00 0.00 20.07 0% 7.3 Key Dates (by loan) Loan/Credit/TF Status Approval Signing Effectiveness Orig. Closing Rev. Closing IDA-72730 Effective 20-Mar-2023 28-Sep-2023 01-Jul-2024 31-Jul-2028 31-Jul-2028 8. KEY DATES Sep 04, 2024 Page 11 of 12 The World Bank Implementation Status & Results Report Strengthening Digital Governance for Service Delivery (P178162) Key Events Planned Actual Approval 20-Mar-2023 20-Mar-2023 Effectiveness 15-Apr-2024 Mid-Term Review No. 01 19-Oct-2026 Operation Closing/Cancellation 31-Jul-2028 9. RESTRUCTURING HISTORY 10. ASSOCIATED OPERATION(S) There are no associated operations Sep 04, 2024 Page 12 of 12