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: 6 | ARCHIVED on 17-Nov-2020 | ISR43918 | 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 $31.70 M) Component 2. Results-based Financing:(Cost $7.50 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Moderately Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Unsatisfactory Moderately Unsatisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The project disbursement has been low at 15 percent. Key decisions such as building of a Right to Public Services (RTPS) Portal for on-line service delivery and establishing Public Facilitation Centres,(PFC) which determined project expenditure, faced significant delay. This affected project implementation and many consequent activities such as communications campaign, Business Process reengineering of services etc.. The project has now awarded all key procurements, including the packages for Managed Service Contracts for PFC operationalization. The Project is urgently pursuing the preparation of these PFC sites and handing-over to vendors to get these PFCs operationalized latest by December 2020. Taking an important step, a key deliverable of the project, an RTPS Portal, has been developed by NIC and is available at http://rtps.assam.gov.in/ since February 2020 in English and Assamese. Transactions are already happening on the Portal even as a public launch of the RTPS portal is being planned (tentatively scheduled during November 2020). Currently, online applications for 25 services are available and remaining 26 are in the process of being made available on the portal, and are expected to be launched by December 2020. The portal will also host RTPS services that are devolved to autonomous councils. The IEC campaign rolling out RTPS and the Portal are ready and will be rolled out simultaneously with the official portal launch expected in November. 11/17/2020 Page 1 of 9 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 -- -- -- Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes To improve access in the delivery of selected public services in Assam IN00906741 ►Number of applications submitted on-line for RTPS services. (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target An IEC campaign has The RTPS Portal now been designed to be hosts 25 RTPS launched along with the services in a live public launch of the RTPS test version and will be portal in March 2020. fully launched publicly The soft launch of RTPS in November 2020 Portal has taken place while be scaled up to Value 350,000.00 with 7 RTPS services. 1,035,125.00 accommodate more Independently requests services. Meanwhile, for RTPS on line services RTPS services not on continue to be submitted the portal and some through existing channels traditionally rendered such as Dharitree for RTPS services land related services. continue to be The project is verifying 11/17/2020 Page 2 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) the off take of services provided through through these existing existing mechanisms. on-line channels to identify yearly targets achieved. Date 30-Apr-2017 18-Mar-2020 21-Oct-2020 01-Jul-2022 IN00906742 ►Public Facilitation Centers fully operational (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target 70 fully operational Public Facilitation 57 fully operational Centres identified with 30 Public Facilitation centres having 2 mbps Centres (PFC) internet connectivity. operational. Facilitation Management Facilitation 30 fully operational vendor for 196 PFCs, 428 Public Facilitation Management vendors Value Public Facilitation covering autonomous Centres fully for 359 PFCs, covering Centers identified. council areas and nine operational autonomous council other districts, appointed areas and nine other and the centres are being districts, appointed refurbished. Letters of and the centres are Award have been issued being refurbished. for managing another 223 centres. Date 30-Apr-2017 18-Mar-2020 18-Mar-2020 01-Jul-2022 Intermediate Results Indicators by Components Strengthening RTPS implementation IN00906743 ►RTPS ICT platform is operational. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target The RTPS portal An RTPS portal developed by NIC developed by NIC with 7 currently hosts 25 online services soft Detailed project report services and Annual Service launched in February Value and implementation plan transactions are taking Delivery Report based 2020. The public launch to be approved by GoA. place. A public launch on MIS published. with 25 online services is with 40 online services expected towards end of is expected in March 2020. November 2020. Date 30-Apr-2017 18-Mar-2020 21-Oct-2020 01-Jul-2022 IN00906746 ►Access to RTPS Services expanded to Targeted districts (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target All three Autonomous The three Autonomous Value 0.00 45.00 Councils, Bodoland Councils, Bodoland 11/17/2020 Page 3 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Territorial Council, Karbi Territorial Council, Anglong Autonomous Karbi Anglong Council (KAAC) and N C Autonomous Council Hills Autonomous (KAAC) and N C Hills Council (NCHAC), have Autonomous Council implemented the RTPS (NCHAC), have so far and developed Tribal notified 62 services Action Plans for inclusive under the RTPS. implementation of RTPS services in respective districts. 40 services have already been notified under the RTPS. Date 30-Apr-2017 18-Mar-2020 21-Oct-2020 01-Jul-2022 IN00906748 ►Number of Services notified under RTPS Act (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target 80 Government to 74 Government to Citizen Citizen RTPS services 55 RTPS services have RTPS services and 390 40 additional RTPS and 386 Government Value been notified. under the Government to Business Services over year 4 to Business RTPS Act. RTPS Services have achievement Services have been been notified so far. notified so far. Date 30-Apr-2017 18-Mar-2020 21-Oct-2020 01-Jul-2022 IN00906749 ►Number of applications for RTPS with women as beneficiaries (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target An update to the last measured total of 133,111 RTPS applications with women as beneficiaries as on A Service Provider for December 31, 2018 is undertaking RTPS being collected as publicity campaign has RTPS is presently been appointed and will rendered through undertake the campaign. multiple platforms. A total of 133,111 RTPS Meanwhile a box to Outreach strategy for Increase of 10% Value applications with women capture gender of women designed. percent over year 4. as beneficiaries were RTPS applicant is a received through the feature in the new current platform in use RTPS platform (E-District) between developed by NIC. A January 1, 2018 and Customized IEC December 31, 2018. campaign targeting women has also been carried out. Meanwhile to make the PFCs women friendly roughly 38% of staffing of PFCs is by women. Date 30-Apr-2017 15-Jul-2019 21-Oct-2020 01-Jul-2022 11/17/2020 Page 4 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Supporting Process Re-emgineering in Selected Services IN00906744 ►Government departments with improved processes for targeted services. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target As-IS and To-Be studies have been completed for 51 services in 6 As-IS and To-Be studies departments for have been completed for Business Process 37 services in 6 Reengineering (BPR). departments for Business BPR Studies for Process Reengineering. another 6 services in Fourteen services one existing and one delivered by Autonomous new department (i.e 7 Value 0.00 4.00 Councils and another 6 departments) are services in one existing underway. BPR and one new department studies were (i.e 7 departments) have interrupted by the also been taken up for COVID situation for Business Process three months but have Reengineering. resumed. A project management unit for implementing BPR in the Autonomous Councils is operational Date 30-Apr-2017 18-Mar-2020 21-Oct-2020 30-Jun-2021 RTPS services delivered within stipulated time limits IN00906745 ►RTPS services applications responded to within the legal time-frame. (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target A repeat study of the RTPS service delivery time-line efficiency has not been carried out using the multiple channels through which RTPS services A study of 7 RTPS are currently rendered. services through existing However, the status of mechanisms covering service rendered 304479 applications from through the new RTPS Value 0.00 March 2017 to June 2019 80% portal, showed 59 percent of https://rtps.assam.gov. applications were in , shows that of 669 disposed within the legal services delivered 666 timeframe. were delivered within time-limits imposed. Of 948 service applications pending 901 were within time- limits showing 5% of applications were 11/17/2020 Page 5 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) pending beyond time- limit. Date 30-Apr-2017 31-Mar-2020 31-Mar-2020 30-Jun-2021 IN00906747 ►Increase in RTPS beneficiary feedback on service delivery (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target The Grievance Redressal system for RTPS services is in the process of development through NIC. A toll-free call The development of a centre for RTPS has formal citizen feedback been established and system alongside the is functional. The development of the RTPS portal also RTPS ICT platform is in provides contact process. MoU signed details for grievance or with NIC includes the feedback. An RTPS component for the IEC campaign with development of the insights from a mobile based citizen comprehensive 15% increase over Value No user feedback. feedback system. Communication Needs year 4. Besides that a concept Assessment study, note on the Grievance including citizen Redressal system for the feedback and pilot test RTPS services has been runs, is ready for roll- drafted by PMU and is in out along with the the process of finalization planned launch of and development through RTPS Portal in NIC. A call in centre for November 2020 to RTPS is also being help generate demand established. for services and timely response by the respective authorities. Date 30-Apr-2017 18-Mar-2020 21-Oct-2020 30-Jun-2021 Performance-Based Conditions IN00906750 ►PBC 1 Number of applications submitted on-line for RTPS services. (Text, Outcome, 2,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 An IEC campaign has An IEC campaign has been designed to be been designed to be launched along with the Value 350,000.00 launched along with the -- launch of the RTPS launch of the RTPS portal portal in March 2020. in November 2020. The The soft launch of RTPS 11/17/2020 Page 6 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) Portal has taken place RTPS Portal now hosts 25 with 7 RTPS services. RTPS services. Independently requests for RTPS on line services continue to be submitted through existing channels such as Dharitree for land related services. The project is verifying the off take of services through these existing on-line channels to identify yearly targets achieved. Date -- 18-Mar-2020 21-Oct-2020 -- IN00906751 ►PBC 2 Public Facilitation Centers fully operational (Text, Outcome, 1,000,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 70 fully operational Public Facilitation 57 fully operational Public Centres identified with 30 Facilitation Centres centres having 2 mbps operational. Facilitation internet connectivity. 30 fully operational Public Management vendors for Facilitation Management Value Facilitation Centers 359 PFCs, covering -- vendor for 196 PFCs, identified. autonomous council areas covering autonomous and nine other districts, council areas and nine appointed and the centres other districts, appointed are being refurbished. and the centres are being refurbished. Date -- 18-Mar-2020 18-Mar-2020 -- IN00906752 ►PBC 3 Access to RTPS Services expanded to Targeted districts (Text, Intermediate Outcome, 2,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 Value 0.00 All three Autonomous The three Autonomous -- Councils, Bodoland Councils, Bodoland Territorial Council, Karbi Territorial Council, Karbi Anglong Autonomous Anglong Autonomous Council (KAAC) and N C Council (KAAC) and N C Hills Autonomous Hills Autonomous Council Council (NCHAC), have (NCHAC), have so far implemented the RTPS notified 62 services under and developed Tribal the RTPS. Action Plans for inclusive implementation of RTPS services in respective districts. 40 services 11/17/2020 Page 7 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) have already been notified under the RTPS. Date -- 18-Mar-2020 21-Oct-2020 -- IN00906753 ►PBC 4 Number of Services notified under RTPS Act (Text, Intermediate Outcome, 1,500,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) Year 2021-22 74 Government to Citizen RTPS services and 390 80 Government to Citizen 55 RTPS services have Government to Business RTPS services and 390 Value been notified. under the RTPS Services have Government to Business -- Act. been notified so far. Total RTPS Services have been notified RTPS services notified so far. are 464. Date -- 18-Mar-2020 21-Oct-2020 -- Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P150308 IBRD-87540 Effective USD 39.20 39.20 0.00 6.02 33.18 15% 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 11/17/2020 Page 8 of 9 The World Bank Implementation Status & Results Report Assam Citizen-Centric Service Delivery Project (P150308) 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 Related Project(s) There are no related projects. 11/17/2020 Page 9 of 9