The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Madhya Pradesh Citizen Access to Responsive Services Project (P149182) SOUTH ASIA | India | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2016 | Seq No: 10 | ARCHIVED on 02-Nov-2020 | ISR43428 | Implementing Agencies: Department of Economic Affairs, Ministry of Finance, Government of India, Department of Public Service Management of Madhya Pradesh, State Agency for Public Services Key Dates Key Project Dates Bank Approval Date: 29-Jan-2016 Effectiveness Date: 24-May-2016 Planned Mid Term Review Date: 29-Jul-2019 Actual Mid-Term Review Date: 23-Jul-2019 Original Closing Date: 31-Mar-2021 Revised Closing Date: 31-Mar-2021 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The development objective of the project is to improve access to PSGA services by citizens of Madhya Pradesh, and in particular by under- represented groups. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1. Results-based financing.:(Cost $25.00 M) Component 2. Technical Assistance.:(Cost $10.00 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Satisfactory Overall Implementation Progress (IP) Moderately Unsatisfactory Moderately Unsatisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The State Agency for Public Service (SAPS) is the main implementing agency for MPCARS. The Government of Madhya Pradesh has made substantial progress in the implementation of the Public Services Guarantee Act. So far, over 452 services have been notified, around 92 percent of services are being processed within the legal timeframe, and 10.82 million people accessed services in 2019-20 (till March 2020). 433 LSKs are fully operational compared to the baseline of 336. In addition, the integration of the PSGA services with the MP Online system and CSCs has exponentially increased the number of kiosks to over 34, 000 kiosks where citizens can access these services and ensuring outreach up to the Gram Panchayat 11/2/2020 Page 1 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) level. The Government is working on providing these services online with 330 services already online on various portals. A number of tasks have been completed satisfactorily and the project has successfully met, with the exception of one, all annual targets for all DLIs in Year 4. Beginning 2020-21, the COVID-19 pandemic has adversely impacted project progress, especially the DLIs that depend on footfalls in LSKs. The project is undergoing restructuring to address these issues. Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance Moderate Moderate Moderate Macroeconomic Low Low Substantial Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Low Low Low Institutional Capacity for Implementation and Substantial Low Low Sustainability Fiduciary Substantial Substantial Substantial Environment and Social Low Low Low Stakeholders Substantial Substantial Substantial Other Low Low Low Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes Improved access to public services IN00891624 ►Citizens accessing PSGA services (Percentage, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Value 5.40 15.00 1.92 16.90 Date 01-Dec-2014 28-Jan-2020 30-Jul-2020 31-Mar-2021 Improved access to public services by under represented groups 11/2/2020 Page 2 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) IN00891657 ►ST and SC citizens accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 4.93 45.30 42.46 44.40 Date 27-Sep-2016 19-Jun-2019 30-Jul-2020 31-Mar-2021 IN00891658 ►Women accessing PSGA services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.75 22.42 17.10 25.36 Date 27-Sep-2016 19-Jun-2019 30-Jul-2020 31-Mar-2021 Intermediate Results Indicators by Components Access to services IN00891660 ►PSGA points of presence fully operational (Number, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Value 336.00 25,425.00 34,433.00 25,435.00 Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 IN00891663 ►LSK centers with information /facilitation services (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 100.00 100.00 100.00 Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 Integration of government services IN00891661 ►PSGA notified services online (Number, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 330.00 330.00 340.00 Date 01-Dec-2014 19-Jun-2019 30-Jun-2020 31-Mar-2021 IN00891664 11/2/2020 Page 3 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) ►PSGA services provided within the legal timeframe (Percentage, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 98.00 92.00 95.00 Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 IN00891666 ►Service delivery channels (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 6.00 6.00 4.00 Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 IN00891667 ►PSGA notified services issuing digital certificates (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 8.00 11.00 5.00 Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 Performance Management IN00891659 ►Analytical reports generated by SAPS on PSGA services (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Reports are being Annual PSGA services produced based on the No PSGA reports are HPC meeting yet to be report presented to the Value big data analytics being produced. held in FY 20-21 High Power conducted on the CM Committee. dashboard. Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 IN00891662 ►Public services where government processes reengineering has been conducted (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 80.00 198.00 200.00 208.00 Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 IN00891665 ►Beneficiary feedback for decision making (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Established citizen Third online citizen Feedback collected Fourth feedback Value feedback call center for feedback report is through annual survey available online feedback module. Online available on the portal. 11/2/2020 Page 4 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) citizen feedback Reviewed by the CM following approved dashboard report is periodically. methodology available Date 01-Dec-2014 19-Jun-2019 30-Jul-2020 31-Mar-2021 Performance-Based Conditions IN00891668 ►PBC 1 Citizens accessing PSGA services (Percentage, Outcome, 5,000,000.00, 36.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 5.40 15.00 1.92 -- Date -- 28-Jan-2020 30-Jul-2020 -- IN00891670 ►PBC 2 PSGA points of presence fully operational (Number, Output, 5,000,000.00, 60.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 336.00 25,425.00 34,433.00 -- Date -- 19-Jun-2019 30-Jul-2020 -- IN00891671 ►PBC 3 PSGA notified services online (Number, Output, 5,000,000.00, 52.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 0.00 330.00 330.00 -- Date -- 19-Jun-2019 30-Jun-2020 -- IN00891672 ►PBC 4 Beneficiary feedback for decision making (Text, Output, 3,500,000.00, 42.86%) Baseline Actual (Previous) Actual (Current) 2020-21 Established citizen Third online citizen Feedback collected through Value feedback call center for feedback report is -- annual survey feedback module. Online available on the portal. 11/2/2020 Page 5 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) citizen feedback Reviewed by the CM dashboard report is periodically. available Date -- 19-Jun-2019 30-Jul-2020 -- Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P149182 IDA-57050 Effective USD 35.00 35.00 0.00 23.31 11.69 67% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P149182 IDA-57050 Effective 29-Jan-2016 17-Mar-2016 24-May-2016 31-Mar-2021 31-Mar-2021 Cumulative Disbursements PBC Disbursement Achievement Disbursed amount in Disbursement % PBC ID PBC Type Description Coc PBC Amount Status Coc for PBC 11/2/2020 Page 6 of 7 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Restructuring History There has been no restructuring to date. Related Project(s) There are no related projects. 11/2/2020 Page 7 of 7