The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
Assam Citizen-Centric Service Delivery Project (P150308)
SOUTH ASIA | India | Governance Global Practice |
IBRD/IDA | Investment Project Financing | FY 2017 | Seq No: 8 | ARCHIVED on 14-Jan-2022 | ISR49326 |
Implementing Agencies: Assam Rural Infrastructure and Agricultural Services (ARIAS) Society, Government of Assam
Key Dates
Key Project Dates
Bank Approval Date: 26-May-2017 Effectiveness Date: 11-Aug-2017
Planned Mid Term Review Date: -- Actual Mid-Term Review Date: 27-Jan-2020
Original Closing Date: 30-Jun-2022 Revised Closing Date: 30-Jun-2022
pdoTable
Project Development Objectives
Project Development Objective (from Project Appraisal Document)
The Project Development Objective is to improve access in the delivery of selected public services in Assam.
Has the Project Development Objective been changed since Board Approval of the Project Objective?
No
Components Table
Name
Component 1. Technical Assistance:(Cost $18.58 M)
Component 2. Results-based Financing:(Cost $13.50 M)
Overall Ratings
Name Previous Rating Current Rating
Progress towards achievement of PDO Moderately Satisfactory Moderately Satisfactory
Overall Implementation Progress (IP) Moderately Unsatisfactory Moderately Satisfactory
Overall Risk Rating Substantial Substantial
Implementation Status and Key Decisions
Overall, implementation progress has picked up, and disbursement has improved rapidly since the project restructuring in July 2021. Key project
activities have progressed substantially over the last six months and all project components are under implementation. Consequently, disbursement
has also picked up rapidly as Disbursement Linked Indicators (DLIs) are being met and more disbursement under the Technical Assistance
component is expected from the Public Facilitation Centre operational billing and purchase of Information Technology infrastructure.. The project
has attained key Government support consequent of its cornerstone Assam Right to Services Portal being inaugurated by the Union Minister for
Finance and Corporate Affairs, Ms. Nirmala Sitharaman and the State Chief Minister, Dr. Himanta Biswa Sarma on October 7, 2021. The Portal has
enabled online applications for 54 services belonging to nine Government of Assam Departments and three Autonomous Councils; and more
services will be listed over the next three months. Besides, the Portal is also being used for Grievance Redress Mechanisms and time-bound
service delivery program of the Government of Assam such as Mission Sadbavna. Substantial implementation has also taken place in rolling out
web-based, Management Information System (MIS), Right to Public Services (RTPS) appeals management and Grievance Redress Systems
strengthening the institutional architecture for monitoring RTPS.
1/14/2022 Page 1 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
Risks
Systematic Operations Risk-rating Tool
Risk Category Rating at Approval Previous Rating Current Rating
Political and Governance Moderate Moderate Moderate
Macroeconomic Moderate Moderate Moderate
Sector Strategies and Policies Moderate Moderate Moderate
Technical Design of Project or Program Moderate Moderate Moderate
Institutional Capacity for Implementation and
Substantial Substantial Substantial
Sustainability
Fiduciary Moderate Moderate Moderate
Environment and Social Low Substantial Substantial
Stakeholders Substantial Substantial Substantial
Other -- Substantial Substantial
Overall Substantial Substantial Substantial
Results
PDO Indicators by Objectives / Outcomes
To improve access in the delivery of selected public services in Assam
IN01072619
►Number of applications submitted on-line for RTPS services. (Text, Custom, PBC)
Baseline Actual (Previous) Actual (Current) End Target
The end target of this
The project has
indicator has been met
reportedly achieved the
by the project.
end target, which are
The efforts are now
currently being verified
being directed to
by the IVA, The RTPS
integrate all
Portal now hosts 26
electronically delivered
RTPS services in a live
RTPS services with
Value 350,000.00 public test version; 1,035,125.00
the ARTPS Portal to
meanwhile, RTPS
serve as the single
services not on the portal
gateway for service
and some traditionally
access; and for unified
rendered RTPS services
tracking of compliance
continue to be provided
relating to service
through existing digital
delivery timeline. Also
mechanisms.
more services are
1/14/2022 Page 2 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
getting listed on the
portal.
Date 30-Apr-2017 31-May-2021 30-Nov-2021 30-Jun-2022
IN01072620
►Operational Facilitation Centers comprising PFCs and Common Service Centers (CSCs) to serve as points of access for RTPS Services
(Text, Custom, PBC)
Baseline Actual (Previous) Actual (Current) End Target
A total of 325 PFC has
(i) Additional 75 new
been made operational
PFCs operational over
and are delivering
238 Public Facilitation Year 4 (i.e. cumulative
services meeting end
Centres (PFC) are fully 280 operational PFCs);
30 fully operational target.
operational. The (ii) Additional 500
Value Public Facilitation CSC MoU has been
pandemic and lockdown CSCs accredited to
Centers identified. signed in July 2021 -
have affected PFC deliver RTPS services
integration process
rollout. (cumulative 1500
underway to accredit
CSCs)
CSCs to deliver RTPS
services.
Date 30-Apr-2017 31-May-2021 30-Nov-2021 30-Jun-2022
Intermediate Results Indicators by Components
Strengthening RTPS implementation
IN01072626
►RTPS ICT platform is operational. (Text, Custom)
Baseline Actual (Previous) Actual (Current) End Target
The RTPS portal was
launched with 47
services on October 7,
2021. Another 7
services were added
The RTPS portal
during November
developed by NIC
2021, taking the count
currently hosts 26
of available online
services and transactions
services to 54 as on Annual Service
are taking place. The
Detailed project report November 30, 2021. Delivery Report based
pandemic and lockdown
Value and implementation plan Online tracking of on MIS published.
has impacted portal scale
to be approved by GoA. RTPS services can be RTPS ICT platform is
up. Additional 20
monitored. Online operational
services to be included
RTPS Services are
on the portal by July
being rendered and an
2021. A public launch is
MIS of the RTPS
expected in August 2021.
Portal delivered
services is available. A
more integrated MIS
platform is under
development.
Date 30-Apr-2017 31-May-2021 30-Nov-2021 30-Jun-2022
IN01072630
►Access to RTPS Services expanded to Targeted districts (Text, Custom, PBC)
1/14/2022 Page 3 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
Baseline Actual (Previous) Actual (Current) End Target
The three Autonomous
The three Autonomous Councils, Bodoland
Councils, Bodoland Territorial Council,
Notification of 10 new
Territorial Council, Karbi Karbi Anglong
RTPS services by at
Anglong Autonomous Autonomous Council
least two Autonomous
Council (KAAC) and N C (KAAC) and N C Hills
Councils (i.e. total 90
Value 0.00 Hills Autonomous Autonomous Council
new services notified
Council (NCHAC), have (NCHAC), have so far
in the targeted
so far notified 110 notified 110 services
districts).
services under the RTPS under the RTPS –
– surpassing the end surpassing the end
target for this indicator target of 90 for this
indicator
Date 30-Apr-2017 31-May-2021 30-Nov-2021 01-Jul-2022
IN01072632
►Number of Services notified under RTPS Act (Text, Custom, PBC)
Baseline Actual (Previous) Actual (Current) End Target
Total of 310 services 40 additional RTPS
80 Government to Citizen
have been notified Services over Year 4
55 RTPS services have RTPS services and 386
under the RTPS Act - notified.
Value been notified. under the Government to Business
surpassing the end Cumulatively 185
Act. RTPS Services have
target of 185 services RTPS Services
been notified so far.
for the project. notified.
Date 30-Apr-2017 31-May-2021 30-Nov-2021 01-Jul-2022
IN01072633
►Number of applications for RTPS with women as beneficiaries (Text, Custom)
Baseline Actual (Previous) Actual (Current) End Target
A total of 178,259 RTPS As per the RTPS
applications with women Dashboard report on
as beneficiaries were November 26, 2021, Increase of 10 percent
received online from 4 from a total of 48,226 over year 4 (i.e. 42.5%
Applications for RTPS
departments for which (1074 NA, not included of total applications for
Value with women as
MIS is available. This is in the count) number RTPS with women as
beneficiaries at 20%.
30% of total applications of applications, 13,881 beneficiaries).
received in Year 3. number are women -
Transactions were i.e. 28.78% are women
affected by the lockdown. beneficiaries.
Date 30-Apr-2017 31-May-2021 26-Nov-2021 30-Jun-2022
IN01072634
►Number of Online Services available at the ARTPS Portal (Text, Custom, PBC)
Baseline Actual (Previous) Actual (Current) End Target
Subsequent to the
launch of the RTPS Additional 49 services
26 services available on
portal (with 47 made available during
ARTPS portal and
services), another 7 the year.
Nil additional 20 services
Value services have been Cumulatively 95
developed and will be
added. The total services made
made available on the
number of services as available on RTPS
portal by July 2021
on November 30, 2021 portal.
stands at 54.
1/14/2022 Page 4 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
Date 30-Jun-2017 31-May-2021 30-Nov-2021 30-Jun-2022
Supporting Process Re-emgineering in Selected Services
IN01072627
►Improved processes for targeted services in Government departments (Text, Custom)
Baseline Actual (Previous) Actual (Current) End Target
BPR of RTPS services
with recommendations
BPR of RTPS services
for administrative
with recommendations
process refinements
for administrative
and technical changes
process refinements and Process improvement
have been completed
technical changes have done for 23 services
for 87 services.
been taken up for 108 during the year.
The departments/
Value 0.00 services of 22 Cumulatively process
autonomous councils
departments and the improvement
are in the process of
three Autonomous implemented for 104
issuing notifications/
Councils, and more than services.
OMs to operationalize
80 percent of these
the BPR for the
efforts have been
remaining 17 services.
completed
Date 30-Apr-2017 31-May-2021 30-Nov-2021 30-Jun-2022
RTPS services delivered within stipulated time limits
IN01072628
►ARTPS Policy framework and institutional mechanism strengthened (Text, Custom, PBC)
Baseline Actual (Previous) Actual (Current) End Target
An Appellate Authority
has been notified for
each RTPS notified
Service.
Notifications to allow
Assam Administrative
Tribunal (AAT) to act
as the ARTPS
ARTPS Act was Commission has been
amended and appeallate issued.
mechanism developed. Notifications on the
Grievance Redress
ARTPS Act 2012 Grievance Redressal operational modalities
mechanism for the
Value enacted and ARTPS system for RTPS of ARTPS Commission
ARTPS is operational
Rules 2012 framed services has been has been issued.
online
developed (currently Appeal Management
under security audit). System is operational
on the ARTPS portal.
ARTPS Penal
provisions have been
notified in RTPS Act
and the Rules of
Business of the
ARTPS Commission .
Grievances Redressal
Mechanism is
1/14/2022 Page 5 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
operational on the
ARTPS Portal.
Date 30-Jun-2017 31-May-2021 30-Nov-2021 30-Jun-2022
IN01072631
►Compliant ARTPS applications related to 10 most availed services delivered within timeframe prescribed by ARTPS Act (Text, Custom,
PBC)
Baseline Actual (Previous) Actual (Current) End Target
Data based on portal
only applications show
about 79% completion.
25% increase over
But this is not
98% as per report Baseline in compliance
comprehensive as all
published at the portal with notified service
RTPS service delivery
For 10 most availed www.rtps.assam.gov.in/. delivery timelines in 10
is not yet fully
services, 35% compliant However, the sample most availed RTPS
integrated with the
ARTPS applications size is small as the new services.
Value portal. Comprehensive
delivered within RTPS portal covers only Cumulatively 60%
tracking of this
timeframe prescribed by a limited number of compliance with
Indicator would be
ARTPS Act RTPS services and is notified service
done after the launch
being expanded delivery timelines in 10
of the centralised
most availed RTPS
RTPS MIS portal when
services
more reliable
estimates would be
determined..
Date 30-Apr-2017 31-May-2021 30-Nov-2021 30-Jun-2021
Promoting Citizen engagement
IN01072629
►Increase in RTPS beneficiary feedback on service delivery (Text, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Beneficiary feedback
mechanism
operationalized
through Call Center
As on November 23,
2021, a total of 6,579
Grievance Redressal beneficiaries have
system for RTPS been reached, of
services has been whom 4,929 provided
developed (currently feedback: 65%
under security audit). A respondents Citizens' Feedback on
toll-free call centre for expressed that overall RTPS delivery
Value No user feedback.
RTPS has been experience of availing collected, analyzed
established and is service under RTPS and published
functional. Act is very satisfactory;
61% respondents
shared that the
experience of
receiving the applied
service in the RTPS
Portal has been before
time with excellent
quality.
1/14/2022 Page 6 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
Date 30-Apr-2017 31-May-2021 23-Nov-2021 30-Jun-2022
Performance-Based Conditions
IN01072635
►PBC 1 Number of applications submitted on-line for RTPS services. (Text, Outcome, 2,500,000.00, 100.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
The RTPS Portal now
hosts 25 RTPS services
in a live public test
version and will be fully
launched publicly in
November 2020 while be
scaled up to The end target of this
Value 350,000.00 accommodate more indicator has been met by 1,035,125.00
services. Meanwhile, the project.
RTPS services not on the
portal and some
traditionally rendered
RTPS services continue
to be provided through
existing mechanisms.
Date -- 31-May-2021 30-Nov-2021 --
IN01072636
►PBC 2 Operational Facilitation Centers comprising PFCs and Common Service Centers (CSCs) to serve as points of access for RTPS
Services (Text, Outcome, 1,000,000.00, 50.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
238 PFCs made
operational – i.e.
cumulative 268 A total of 325 PFC has
operational PFCs. The been made operational
remaining 12 CSCs to and are delivering
30 fully operational Public meet the year 5 target services.CSC MoU has
Value Facilitation Centers are expected to be been signed in July 2021 - --
identified. completed by August integration process
2021. underway to accredit
CSCs to deliver RTPS
CSC agreement signing services.
in final stages
Date -- 31-May-2021 30-Nov-2021 --
1/14/2022 Page 7 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
IN01072637
►PBC 3 Access to RTPS Services expanded to Targeted districts (Text, Intermediate Outcome, 2,500,000.00, 100.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
The three Autonomous
Councils, Bodoland
Territorial Council, Karbi
Autonomous Councils Anglong Autonomous
have notified 110 Council (KAAC) and N C
Value 0.00 services under the RTPS Hills Autonomous Council --
– surpassing the end (NCHAC), have so far
target for this indicator notified 110 services
under the RTPS –
surpassing the end target
for this indicator
Date -- 31-May-2021 30-Nov-2021 --
IN01072638
►PBC 4 Number of Services notified under RTPS Act (Text, Intermediate Outcome, 4,875,000.00, 100.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
80 Government to Citizen
Total of 310 services have
55 RTPS services have RTPS services and 386
been notified under the
Value been notified. under the Government to Business --
RTPS Act - surpassing the
Act. RTPS Services have
end target of the project.
been notified so far.
Date -- 31-May-2021 30-Nov-2021 --
IN01072639
►PBC 5 Number of Online Services available at the ARTPS Portal (Text, Intermediate Outcome, 1,000,000.00, 0.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
Subsequent to the launch
of the RTPS portal (with
47 services), another 7
services have been
Additional 49
added. The total number
26 services already services made
Nil of services as on
Value available; remaining 20 available on the
November 30, 2021
to be online in July 2021 ARTPS Portal (Total
stands at 54.
95 Services online)
The request for
disbursement of DLI is
expected during
December 2021.
Date -- 31-May-2021 30-Nov-2021 --
1/14/2022 Page 8 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
IN01072640
►PBC 6 ARTPS Policy framework and institutional mechanism strengthened (Text, Intermediate Outcome, 925,000.00, 0.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
Notifications to allow
Assam Administrative
Tribunal (AAT) to act as
ARTPS Act was the ARTPS Commission
amended and appeallate has been
mechanism developed. issuedNotifications on the
ARTPS Act 2012 enacted Grievance Redressal operational modalities of
Value and ARTPS Rules 2012 system for RTPS ARTPS Commission has --
framed services has been been issued Appeal
developed (currently Management System is
under security audit). operational on the ARTPS
portalGrievances
Redressal Mechanism is
operational on the ARTPS
Portal
Date -- 31-May-2021 30-Nov-2021 --
IN01072641
►PBC 7 Compliant ARTPS applications related to 10 most availed services delivered within timeframe prescribed by ARTPS Act (Text,
Intermediate Outcome, 700,000.00, 0.00%)
Baseline Actual (Previous) Actual (Current) Year 2021-22
Data based on portal only
applications show about
98% as per report 79% completion. But this
published at the portal is not comprehensive as 25% increase over
www.rtps.assam.gov.in/. all RTPS service delivery Baseline in
For 10 most availed
However, the sample is not yet fully integrated compliance with
services, 35% compliant
size is small as the new with the portal. notified service
Value ARTPS applications
RTPS portal covers only Comprehensive tracking delivery timelines
delivered within timeframe
a limited number of of this Indicator would be (i.e. 60%) in 10 most
prescribed by ARTPS Act
RTPS services and is done after the launch of availed RTPS
being expanded the centralised RTPS MIS services
portal when more reliable
estimates would be
determined.
Date -- 31-May-2021 30-Nov-2021 --
Data on Financial Performance
Disbursements (by loan)
Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed
1/14/2022 Page 9 of 10
The World Bank Implementation Status & Results Report
Assam Citizen-Centric Service Delivery Project (P150308)
P150308 IBRD-87540 Effective USD 39.20 32.08 7.12 17.28 14.80 54%
Key Dates (by loan)
Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date
P150308 IBRD-87540 Effective 26-May-2017 05-Jun-2017 11-Aug-2017 30-Jun-2022 30-Jun-2022
Cumulative Disbursements
PBC Disbursement
Achievement Disbursed amount in Disbursement %
PBC ID PBC Type Description Coc PBC Amount
Status Coc for PBC
Restructuring History
Level 2 Approved on 29-Nov-2019 ,Level 2 Approved on 30-Jun-2021
Related Project(s)
There are no related projects.
1/14/2022 Page 10 of 10