The World Bank Report No: ISR16328 Implementation Status & Results Cambodia Demand for Good Governance Project (P101156) Public Disclosure Copy Operation Name: Demand for Good Governance Project (P101156) Project Stage: Implementation Seq.No: 10 Status: ARCHIVED Archive Date: 06-Nov-2014 Country: Cambodia Approval FY: 2009 Product Line: IBRD/IDA Region: EAST ASIA AND PACIFIC Lending Instrument: Specific Investment Loan Implementing Agency(ies): Arbitration Council Foundation, Ministry of Interior, NCDD Secretariat, Ministry of Interior, The Asia Foundation Key Dates Board Approval Date 02-Dec-2008 Original Closing Date 31-Mar-2013 Planned Mid Term Review Date 01-Jun-2011 Last Archived ISR Date 21-Jun-2014 Effectiveness Date 24-Jun-2009 Revised Closing Date 30-Sep-2014 Actual Mid Term Review Date 06-Jun-2011 Project Development Objectives Project Development Objective (from Project Appraisal Document) The development objective of the proposed project is to enhance the demand for good governance (DFGG) in priority reform areas by strengthening institutions, supporting partnerships, and sharing lessons. Has the Project Development Objective been changed since Board Approval of the Project? Yes No Component(s) Component Name Component Cost Support to State Institutions 11.10 Support to Non State Institutions 5.10 Coordination and Learning 3.80 Overall Ratings Previous Rating Current Rating Public Disclosure Copy Progress towards achievement of PDO Moderately Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating Moderate Implementation Status Overview Achievement of the PDO is considered moderately satisfactory. Under the Support to State Institutions component 1A, the project enhanced demand for good governance by strengthening the role of the Arbitration Council which has performed well. Since 2009, it has handled over 1300 cases, (cf. target of 514), involving over 835,000 workers, 90% of which were women. 75% were resolved (cf. target of 73%). An expert audit determined that the quality of awards handed down was 86% (cf. 83% target). The level of confidence, credibility and effectiveness in the Council increased to 74% (cf. baseline of 41%). Under Component 1C, the One Window Service Office (OWSO), thirty-six OWSOs now deliver 194 services delegated by 10 ministries. Government ownership of OWSO activities is significant, with 19 OWSOs having been constructed with counterpart financing. The OWSOs Page 1 of 11 The World Bank Report No: ISR16328 mostly operate offices in accordance with required standards of accountability and transparency, and have performed 435,000 transactions (cf. 250,000 target) during the project period. Client awareness and understanding of the OWSO initiative improved with scores ranging from 57-97% (cf. target of 60%). District Ombudsman offices provide a channel for communicating complaints about services received. Continued monitoring and oversight will be needed to ensure sustainability of transparency and accountability standards, as will efforts to address the capacity to adapt to lessons and regional differences. Public Disclosure Copy Under the Non-State Actors component 2 (NSAC), demand for good governance was enhanced as activities by 35 NGOs triggered changes in local service delivery and governance practices among participating institutions: citizen monitoring with project grants exceeded targets: over 226 communes (cf. target of 100), 330 schools (cf. target of 175) and 153 health centers (cf. target of 80) have been engaged in civil society monitoring processes, with 75% reporting positive impacts on governance, and over 95% of those state institutions monitored (e.g. health centers, schools) improving performance and services delivered. A Social Accountability Framework (SAF - The Strategic Plan for Social Accountability in Subnational Democratic Development) which provides a platform for subnational social accountability activity with reciprocal efforts by government, was endorsed by the Deputy Prime Minister and civil society representatives in July 2013, and will become the primary vehicle for ongoing social accountability activity by non-state actors after project closure. "Information for Citizens" materials have been completed by the government, and guidelines and resource materials for Civil Society Organizations (CSO) completed by The Asia Foundation (TAF), with support from the World Bank. The SAF promotes change at the local level. It requires the public display of rights, standards and performance information, open budgets and budget literacy, and citizen monitoring, through an agreed community scorecard process. These social accountability activities will be rolled out to rural primary schools, health centers and communes. Both CSOs and government will carry out defined activities for effective implementation. Under component 3, the Project Coordinating Office increased demand for good governance by managing the Governance Learning and Resource Center and a series of learning events on governance, and conducted a Social Accountability Forum for over 400 state and non-state actors. Learning program events have been reoriented to support the forthcoming implementation of the Social Accountability Framework. Locations Country First Administrative Division Location Planned Actual Cambodia Khett Pouthisat Khett Pouthisat ✔ Cambodia Krong Phnum Penh Phnom Penh ✔ Cambodia Khett Batdambang Khett Batdambang ✔ Cambodia Khett Takev Khett Takev ✔ Cambodia Khett Svay Rieng Khett Svay Rieng ✔ Public Disclosure Copy Cambodia Khett Stoeng Treng Khett Stoeng Treng ✔ Cambodia Khet Siemreab-Otar Meanchey Otar Meanchey ✔ Cambodia Khett Siem Reab Khett Siem Reab ✔ Cambodia Khett Rotanah Kiri Khett Rotanokiri ✔ Cambodia Khett Prey Veng Khett Prey Veng ✔ Cambodia Khett Preah Vihear Khett Preah Vihear ✔ Cambodia Khett Pailin Khett Pailin ✔ Page 2 of 11 The World Bank Report No: ISR16328 Country First Administrative Division Location Planned Actual Cambodia Khett Mondol Kiri Khett Mondol Kiri ✔ Public Disclosure Copy Cambodia Khett Kracheh Khett Kracheh ✔ Cambodia Khett Keb Khett Keb ✔ Cambodia Khett Kaoh Kong Khett Kaoh Kong ✔ Cambodia Khett Kandal Khett Kandal ✔ Cambodia Khett Kampot Khett Kampot ✔ Cambodia Khett Kampong Thum Khett Kampong Thum ✔ Cambodia Khett Kampong Spoe Khett Kampong Spoe ✔ Cambodia Khett Kampong Chhnang Khett Kampong Chhnang ✔ Cambodia Khett Kampong Cham Khett Kampong Cham ✔ Cambodia Khett Banteay Mean Cheay Khett Banteay Mean Choay ✔ Results Project Development Objective Indicators Indicator Name Core Unit of Measure Baseline Current End Target Grievances registered related to delivery of Percentage Value 0.08 0.00 0.00 project benefits addressed (%) Date 01-Jul-2010 30-Sep-2014 30-Sep-2014 Comments Baseline (mid 2010) Previous reporting on OWSO 72 complaints out of 83,000 transactions. OWSO trasnactions completed end March. Zero complaints under ACF and PCO. Public Disclosure Copy Grievances related to delivery of project Number Value 72.00 91.00 98.00 benefits that are addressed-(number) Sub Type Supplemental 4.3 (a): % of AC clients who report paying Percentage Value 0.00 0.00 0.00 unofficial fees. Date 30-Mar-2009 30-Sep-2014 30-Sep-2014 Comments No baseline information No reports of unofficial available. payments to date. Page 3 of 11 The World Bank Report No: ISR16328 4.3: % of OWSO clients who report paying Percentage Value 10.00 0.00 unofficial fees. Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 Comments Baseline % of clients In OWSO, 19% of clients TARGET NOT MET. Public Disclosure Copy reporting paying unofficial reported paying more than the fees based on payments fee posted. this is significantly Final data provided by made to Line Ministries prior higher than the DO quarterly independent surveys. to establishment of OWSO reporting. forthe other 14/15 approach. OWSos surveyed, informal payments were reported in by about 5% of respondents. 4.2: % of SIs monitored under the project for Percentage Value 0.00 99.00 70.00 which monitoring is determined to have a Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 positive impact on SI performance. Comments 99% (Health Centers) 100% (Schools) 100% (OWSOs) 4.1: Number of SIs / local authorities and Number Value 1.00 226.00 100.00 service delivery agencies whose performance Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 is monitored through social accountability Comments Target met. End target value dependent activities under the project. By agencies: on the quantity and value of commune level = 226 grants. district = 33 Refined targets: health clinics = 153 commune level = 100 schools = 330 district = 20 OWSO = 9 health clinic = 80 schools = 175 OWSO = 6 3.3 Project activities trigger changes in policy Text Value Significant unanticipated Qualitative or practice that enhance transparency, policy change. accountability and civil society partnerships in Date 30-Sep-2014 30-Sep-2013 participating SIs Comments revised Target met. Qualitative mid and end SAF signed as policy in July evaluation by TAF and PCO Public Disclosure Copy 2013; included in NSDP. needed to finalize qualitative OWSO institutionalized in indicators. to be complete Jan MOI, both at district and 2014. national level. The GLRC is institutionalized in MOI. Nonstate actors indicate and document practice changes at subnational level Page 4 of 11 The World Bank Report No: ISR16328 3.2: % of clients/local elected officials satisfied Percentage Value 0.00 96.00 98.00 with quality of services provided at OWSOs Date 31-Mar-2009 28-Feb-2014 31-Mar-2014 across targeted districts. Comments clients 93% Satisfactory result. Target = baseline + 5% Public Disclosure Copy elected officials 97% This end target was too high. All final NGO surveys 90-99% (Clients) These end results are 96% (Elected officials) satisfactory. 3.1: Number of citizen service delivery Number Value 38434.00 436562.00 250000.00 transactions completed in OWSOs across Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 targeted districts. Comments Target met. a. BAT and SRP a. 238778 b. OWSOs established in b. 103755 2010 (Y2) c. 71161 c. OWSOs established in d. 21868 2011 (Y3) d. OWSOs established in 2012 (Y4) 2.4: % of DO clients who report a high Percentage Value 0.00 92.00 84.00 confidence in the independence, credibility and Date 31-Mar-2009 31-Mar-2014 31-Mar-2013 effectiveness of the district complaints handling Comments Baseline 2011 Target met. Target = baseline + 10% system. 74% Independence All final NGO surveys [Independence = 84% 86% Credibility 84% (Independence) Credibility = 93% 83% Effectiveness 93% (Credibility) Effectiveness = 96%] 96% (Effectiveness) 2.3: Number of local disputes or complaints Number Value 59.00 865.00 received and mediated by DOs (citizens Date 31-Dec-2008 31-Mar-2014 31-Mar-2014 offices) across all target districts, Comments 865 cumulative total. Target = actual value. This indicator provides information on the use of the DO as a complaints handling system. This indicator is problematic because it is not Public Disclosure Copy possible to attribute an increase in complaints to be an increase in problems. It can be either an increase in problems or an increase in the confidence in the complaints handling system. Hence only actual values are tracked. of which percentage resolved. Percentage Value 90.00 91.00 90.00 Page 5 of 11 The World Bank Report No: ISR16328 Sub Type Supplemental 2.2: % of union and employer group Percentage Value 72.00 85.00 98.00 Public Disclosure Copy representatives and other stakeholders that Date 01-Jul-2010 30-Sep-2014 30-Sep-2014 report a high confidence in the independence, Comments Target met. ACF target is an increase 5% credibility and effectiveness of the AC. from the midline results. See methodology qualifications in end evaluation. 2.1: Number of labor dispute cases handled by Number Value 148.00 1326.00 720.00 Arbitration Council (cumulative) Date 31-Dec-2009 30-Sep-2014 30-Sep-2014 Comments Target met. Original target was 514 cases. Revised target = Actual value of which percentage resolved (cumulative). Percentage Value 68.00 75.00 72.00 Sub Type Supplemental 1.3 % of citizens (in target areas) aware of and Percentage Value 0.00 78.00 70.00 understanding non-state actors facilitation of Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 social accountability Comments new indicator Target met. Endline evaluation TAF. 78.62% awareness 78.59% understanding Refined targets: 75.0% positive results Awareness: Village level =70% Compiled at the commune Commune level = 50% level only. Understanding: 70% of awareness Impact on governance 70% of understanding Public Disclosure Copy 1.2: % of citizens aware of and understanding Percentage Value 69.00 77.00 79.00 services provided by OWSO, and DO (once Date 31-Mar-2014 31-Mar-2014 established) in targeted districts. Comments Found by 5 NGOs in 15 Target = baseline + 10% districts: Midline can be used as a: 57-97% baseline in new districts. b:31-86% Refined target account for the c: 44-95% time taken to build citizen d: 52-56% awareness after a new OWSO is established. % awareness after year Page 6 of 11 The World Bank Report No: ISR16328 established year 1 = 30% year 2 = 50% year 3 = 60% Public Disclosure Copy 1.1: % of union and employer organization Percentage Value 41.00 82.00 80.00 leaders and representatives aware of the Date 01-Jul-2010 30-Sep-2014 30-Sep-2014 Arbitration Council and labor arbitration Comments Target met. process . Intermediate Results Indicators Indicator Name Core Unit of Measure Baseline Current End Target IO3.6: Positive evaluation of the contribution of Text Value Final end evaluations found Positive evaluation. partnerships to the project development that partnerships (PCO, objective. OWSO, TAF and ACF) contributed to PDO and documented useful examples. Date 30-Sep-2014 30-Sep-2014 Comments Revised indicator. OWSO efforts to work with Endline evaluations by TAF NGOs on exit surveys. and PCO. It has been agreed ACF MoU between employers that the Partnership indicator and unions. will not be quantified due to NSAC evaluation of the distortions created by Subnational Authorities. counting partnerships in the first half of the project] IO3.5: Increased trust and constructive Text Value Low Both PCO and NSAC Increased trust. engagement between NSAs and government evaluations indicate that trust agencies. has increased significantly. Date 31-Mar-2009 30-Sep-2014 30-Sep-2014 Comments Endorsement of SAF by both sides. Re-endorsement of ACF MOU. NSAC Public Disclosure Copy constructive engagement at local level. Good documentation. IO3.4: % of participants in Learning (3B) events Percentage Value 84.00 80.00 given rating as meeting participant needs Date 30-Sep-2014 30-Sep-2014 Comments IO3.3: Lessons (cases, reports, studies) and Text Value Lessons documented Qualitative. experiences from within the project are regularly. NSAC lesson documented, and used in training and capacity sincorporated into SAF. 20 building programs Learning Notes produced with Page 7 of 11 The World Bank Report No: ISR16328 Bank support. Not all IAs internalized lessons. Date 30-Sep-2014 30-Sep-2014 Public Disclosure Copy Comments Target only partially met Target: 3-4 lessons will be according to end evaluation. developed each quarter until All IAs have documented the end of the project lessons in/after QPRs, and worked with bank on publication of LNs. Lessons have been incorporated in policy change. IO3.2: Local social accountability community Text Value 78 trainers prepared for ISAF. Actual value and description of practice including a cadre of trainers, of capacity. networks, who are able to undertake ongoing Date 30-Sep-2014 30-Sep-2014 training and capacity-building in the area of Comments Revised indicator. Target partially met. SAc. 2 NGOs support each learning theme. 92 partner NGOs IO3.1: MOI, through PCO, plans and Text Value No Resource center established Resource center established establishes a resource centre for good and providing learning and providing learning governance and provides learning services in services in collaboration. collaboration with technical support from TAF/ Date 31-Aug-2011 30-Sep-2014 30-Sep-2014 ACF/OWSO. Comments New indicator. Target met. Governance resource and learning center now opened and functioning. Learning events geared toward SAF. IO2.3: % of NSAC sub-grantees whose sub- Percentage Value 0.00 81.66 90.00 projects reflect good practice in social Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 accountability design and implementation. Public Disclosure Copy Comments New indicator. 81.82% design Endline evaluation. 81.48% implementation Refined target: design = 90% of which, 70% implemented effectively. IO2.2: % of citizens reporting that engagement Percentage Value 0.00 74.50 70.00 in decision making processes of communes / Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 local service delivery agents (clinics, schools, Comments New indicator. Target met. Page 8 of 11 The World Bank Report No: ISR16328 communes / districts) has been enhanced through subprojects. IO2.1: Increase in social accountability related Text Value 0 85.46 70 knowledge, skills, and capacity to implement in Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 Public Disclosure Copy participating NSAs. Comments Revised indicator. self Target met. assessment of SAc skills no longer measured. 85.46% average of: 65.5% (Knowledge) 100% (Skills) 90.9% (Capacity) IO1.6: Steps taken to integrate district Text Value Not achieved. Agreed sub-national CHM in complaints mechanism (DO) in IP3 sub- place by project end. national accountability system. Date 30-Sep-2014 30-Sep-2014 Comments new indicator. Target not met. Now incorporated in next stage of SNDD implementation plan. IO1.5: Average cost recovery ratio (in %) of Percentage Value 50.00 273.00 100.00 OWSOs (i.e., service fee revenue as proportion Date 31-Mar-2009 31-Mar-2014 31-Mar-2014 of operating costs) Comments Target met (on average) After establishment of offices: a. 825% current year=20% b. 309% year 1=50% c. 227% year 2=70% d. 161% IO1.4: Reduced cost and time taken for Percentage Value 40.00 50.00 processing OWSO transactions (cf. line agency Date 31-Mar-2014 31-Mar-2014 service standards). Comments No data currently available. Target partially met. Results Target = 50% < baseline are not definitive. Target not well defined. 40-144% less cost. 33-75% less time. Not consistent in all provinces. Public Disclosure Copy IO1.3: Number of line agencies/service delivery Number Value 5.00 10.00 10.00 functions assigned to OWSOs. Date 30-Jun-2008 28-Feb-2014 31-Mar-2014 Comments ADD Target met. Target - 10 line ministries delegating 125 functions. 10 line ministries delegating 194 functions. IO1.2: Revenue generated through tri-partite Amount(USD) Value 0.00 30.90 15.00 contributions by AC as % of operating costs Date 31-Dec-2008 30-Sep-2014 30-Sep-2014 Page 9 of 11 The World Bank Report No: ISR16328 Comments Target met. 30.9% of operating costs generated over life of project. Public Disclosure Copy IO1.1: % of Arbitration Council awards Percentage Value 79.00 86.00 82.00 considered to be of satisfactory quality or Date 01-Jun-2011 30-Sep-2014 30-Sep-2014 better. Comments Audit conducted of 2009 Target met. Target met. Measured awards. through independent quality audit of awards, against 2009 baseline. Data on Financial Performance (as of 14-Oct-2014) Financial Agreement(s) Key Dates Project Ln/Cr/Tf Status Approval Date Signing Date Effectiveness Date Original Closing Date Revised Closing Date P101156 IDA-H4410 Closed 02-Dec-2008 14-Jan-2009 24-Jun-2009 31-Mar-2013 30-Sep-2014 Disbursements (in Millions) Project Ln/Cr/Tf Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P101156 IDA-H4410 Closed XDR 12.80 12.80 0.00 12.59 0.21 98.00 Disbursement Graph Public Disclosure Copy Page 10 of 11 The World Bank Report No: ISR16328 Key Decisions Regarding Implementation The Implementation Completion mission will be carried out in November 2014 and the Implementation Completion Report will be delivered by March 31, 2015. Public Disclosure Copy Restructuring History Level two Approved on 19-Dec-2010, Level two Approved on 14-Oct-2011, Level two Approved on 26-Jun-2012, Level two Approved on 15-Jan-2013, Level 2 CD Decision on 03- Feb-2014 Related Projects There are no related projects. Public Disclosure Copy Page 11 of 11