The World Bank Implementation Status & Results Report Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) LATIN AMERICA AND CARIBBEAN | Uruguay | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2018 | Seq No: 10 | ARCHIVED on 26-Sep-2022 | ISR52858 | Implementing Agencies: Ministry of Economy and Finance, Oriental Republic of Uruguay Key Dates Key Project Dates Bank Approval Date: 03-Aug-2017 Effectiveness Date: 28-Dec-2017 Planned Mid Term Review Date: 30-May-2022 Actual Mid-Term Review Date: 01-Jun-2022 Original Closing Date: 31-Dec-2021 Revised Closing Date: 30-Jun-2023 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) To improve the quality of selected e-government services for citizens, businesses and the Borrower's public entities, and facilitate their access. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1. Improving the Delivery of e-Government Services to Citizens:(Cost $3.99 M) Component 2. Improving the Delivery of e-Government Services to Businesses:(Cost $3.35 M) Component 3. Improving the Delivery of e-Government Services to Government Entities:(Cost $2.08 M) Component 4. Strategic Diagnostics, Activities and Knowledge Sharing, and Project Coordination:(Cost $1.55 M) Preparation Advance (P484):(Cost $1.03 M) 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 Low Low Implementation Status and Key Decisions The Project has disbursed US$8.94 million (or 75 percent of the loan amount) since approval in late 2017. The MEF resumed project activities in June 2021 and presented a complete plan of activities for PDO achievement and full use of project resources by project closing on June 30, 2023, following a standstill period due to the COVID-19 emergency. 9/26/2022 Page 1 of 6 The World Bank Implementation Status & Results Report Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance Low Low Low Macroeconomic Low Low Low Sector Strategies and Policies Low Low Low Technical Design of Project or Program Moderate Low Low Institutional Capacity for Implementation and Moderate Low Low Sustainability Fiduciary Low Low Low Environment and Social Low Low Low Stakeholders Moderate Moderate Moderate Other -- Moderate Moderate Overall Moderate Low Low Results PDO Indicators by Objectives / Outcomes Improve the quality of selected e-government services for citizens, businesses and public entities IN01184150 ►Improved delivery of distance learning materials to targeted schools (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 1,148.00 1,148.00 300.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 The end target was achieved. The government has a contract with the national telecommunications Comments: company (ANTEL) to provide broadband connectivity to targeted schools. (Activity 1.2.e). IN01184152 ►Increased number of government executing units managing electronic invoices received from their providers (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 0.00 243.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 9/26/2022 Page 2 of 6 The World Bank Implementation Status & Results Report Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) The system to manage electronic invoices is being developed and an initial roll out is expected to be ready in late 2022 for the first 30 agencies. (Subcomponent 3.1). Full rollout will be completed by June Comments: 2023. Facilitate the access of selected e-government services IN01184149 ►Reduced processing time of foreign trade related administrative requirements by VUCE (Hours, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 50.40 27.92 27.41 33.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 The end target was achieved. The VUCE team continues working on several activities as planned, such as supporting specific areas for integration in the platform, improving service, and reducing processing Comments: times. (Subcomponent 2.1) IN01184151 ►Increased accessibility to online administrative processes, as measured by the number of citizens' administrative processes attended to by the Mobile Citizens Access Point (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 0.00 130,848.00 15,000.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 The government has reviewed international experience on mobile kiosks and is reassessing the strategy for the Mobile Citizens Access Points to adapt to the COVID-19 and post-COVID situation, as citizen uptake of online services has significantly improved and face to face presence is less demanded. (Activity 1.1.e) AGESIC strengthened the different face to face and online channels available to citizens and redefined the strategy for Mobile Citizens Access Points improving online channels available, maintaining the premises for face to face interactions, and including new online channels. The online channels available for Mobile Citizens Access Points are: by phone, by online chat, by Facebook and by email. The Comments: average monthly citizens' administrative processes attended through all channels available in 2021 was 24,241 and in 2022 is 21,808. Before COVID-19, in 2019 the average monthly citizens' administrative processes attended through all channels available was 14,768. In 2019, almost half of the number of services attended were done face to face, while starting 2020 the face to face attention dropped below 30 percent and online channels started to take the lead in the interaction with the citizens. Intermediate Results Indicators by Components Component 1. Improving the Delivery of e-Government Services to Citizens IN01184153 ►1.1.1. Increase in users perfoming research online before carrying out an administrative process (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 27.00 46.00 46.00 50.00 9/26/2022 Page 3 of 6 The World Bank Implementation Status & Results Report Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 IN01184155 ►1.1.2. Entities using the Government data analysis platform to improve management (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 5.00 8.00 6.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 IN01184157 ►1.1.3. Number of entities which have implemented at least one of the components of the e-Participation solution (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 3.00 6.00 6.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 IN01184159 ►1.2 1. Increase in productivity of customer service provided by CEIBAL (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 60 UY pesos 31.2 UY pesos 30.6 UY pesos 37 UY pesos Date 20-Jan-2017 24-Feb-2022 02-Sep-2022 30-Jun-2023 Demand for Ceibal's customer support increased dramatically during the COVID-19 pandemic. Comments: IN01184161 ►1.2.2. User satisfaction with customer service (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 80% 88.00 88.00 80% Date 20-Jan-2017 24-Feb-2022 02-Sep-2022 30-Jun-2023 Component 2. Improving the Delivery of e-Government Services to Businesses IN01184154 ►2.1.1. Improved perception of the value added by VUCE (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 89.00 92.00 92.00 96.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 IN01184156 ►2.1.2. Increase in the percentage of administrative processes integrated into VUCE’s single window platform (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target 9/26/2022 Page 4 of 6 The World Bank Implementation Status & Results Report Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) Value 36.00 80.00 90.00 90.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 IN01184158 ►2.2.1. Percentage of taxpayers incorporated into the CFE and issuing e-invoices, as a percent of the total population of taxpayers to be incorporated into the CFE (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 50.00 94.12 94.82 96.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 IN01184160 ►2.3.1. Number of interactions facilitated through Portal Trama (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Value No platform 65% increase 83% increase 70% increase Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 The portal was launched in 2019. In December 2019, the ANII annual report indicated that the Portal Trama facilitated 734 interactions in its first year. The reported aggregate interactions by June 2022 Comments: increased by 83 percent from the first year of the Portal, to a total of 1348 interactions. End target achieved. IN01184162 ►2.3.2. Increased number of registered users using Portal Timbó (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 40,450.00 67,240.00 72,186.00 47,782.00 Date 30-Dec-2016 24-Feb-2022 02-Sep-2022 30-Jun-2023 The portal was launched in October 2019. End target achieved. Comments: Performance-Based Conditions Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P161989 IBRD-87780 Effective USD 12.00 12.00 0.00 8.94 3.06 74% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date 9/26/2022 Page 5 of 6 The World Bank Implementation Status & Results Report Uruguay - Improving Service Delivery to Citizens and Businesses through E-Government Project (P161989) P161989 IBRD-87780 Effective 03-Aug-2017 07-Nov-2017 28-Dec-2017 31-Dec-2021 30-Jun-2023 Cumulative Disbursements Restructuring History Level 2 Approved on 30-Aug-2021 Related Project(s) There are no related projects. 9/26/2022 Page 6 of 6