The World Bank Report No: ISR13886 Implementation Status & Results Pakistan Strengthening the Forum of Pakistan Ombudsman (FPO) (P131124) Public Disclosure Copy Operation Name: Strengthening the Forum of Pakistan Ombudsman (FPO) Project Stage: Implementation Seq.No: 4 Status: ARCHIVED Archive Date: 30-Mar-2014 (P131124) Country: Pakistan Approval FY: 2012 Product Line: Institutional Development Fund Region: SOUTH ASIA Lending Instrument: Implementing Agency(ies): Federal Tax Ombudsman Key Dates Board Approval Date 26-Apr-2012 Original Closing Date 11-Sep-2015 Planned Mid Term Review Date 17-Mar-2014 Last Archived ISR Date 31-Dec-2013 Effectiveness Date 30-Nov-2012 Revised Closing Date 11-Sep-2015 Actual Mid Term Review Date Project Development Objectives Project Development Objective (from IDF Proposal) The Development Objective (DO) of the Grant is to strengthen the Ombudsman institutions in Pakistan for better handling of complaints, increasing the number of citizens benefiting, faster processing, and, greater citizen satisfaction. This will be achieved by improving business processes of selected offices, increasing awareness in citizens about the Ombudsman offices, enhancing capacity, andby implementing a citizen feedback mechanism to measure citizens’ satisfaction. Has the Project Development Objective been changed since Board Approval of the Project? Yes No Component(s) Component Name Component Cost Strengthen FPO secretariat 48000.00 Implement performance improvement interventions in five offices 150000.00 Establish independent service monitoring 47000.00 Launch a magazine 100000.00 Public Disclosure Copy Prepare capacity building program and initiate implementation. 100000.00 Overall Ratings Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating Moderate High Implementation Status Overview Page 1 of 4 The World Bank Report No: ISR13886 The project aims to provide support to all twelve ombudsman institutions of Pakistan through Forum of Pakistan Ombudsman (FPO), of which all ombudsman institutions are members. The Federal Tax Ombudsman (FTO) office houses FPO secretariat, and is assigned implementation of the project. The project has been effective since December 2012 (effectiveness date November 30, 2012), and will close in September 2015. As of December 2013, 41.06% of total funds have been disbursed for the implementation of the project. Public Disclosure Copy The development objective is envisaged to be achieved by increasing citizens’ awareness of and participation in improving Ombudsman services, and building capacity of Ombudsman institutions. Specifically, this will be achieved by (a) strengthening FPO secretariat; (b) identifying (needs assessment study) and implementing performance improvement interventions; (c) establishing independent service monitoring mechanisms (beneficiaries’ feedback survey) and arranging related assistance; (d) capacity building program that includes conferences, training, and int’l best practice exposure visits; and (e) increasing citizens’ awareness / communication and outreach (magazine launch and an international conference). A stock taking of successful interventions will also be carried out to determine local best practices for replication/implementation across all Ombudsman offices. Above project components or activities will help influence/improve following outcomes (key monitoring indicators): level of citizen’s satisfaction from the services of at least two ombudsman offices; number of citizens benefiting from the services of at least five selected Ombudsman offices; and average number of days for processing complaints by selected Ombudsman offices. As per the findings of recent mission fielded in December 2013, the project implementation is gradually catching pace, albeit the performance has been slow during the year mainly due to staff turnover at FTO secretariat. The head of the institution, Federal Tax Ombudsman, took charge in July 2013, while the position of Secretary FTO (who is responsible for project implementation) was filled twice during the year. The current Secretary took charge in December 2013, while his predecessor was appointed only for a very short period from August – September 2013. The position remained vacant for about two months (Oct – Nov). These changes delayed the project implementation and increased the workload of Advisor (Projects) at FTO Secretariat, who is now ensuring the implementation of the project besides other responsibilities. However, on the positive side, the new Federal Tax Ombudsman, despite having recently taken charge and also holding additional charge of Federal Ombudsman, has shown interest and commitment to the implementation of the project. The mission reports that after the Bank’s last mission in April 2013, some progress on project components has been made. This includes: launch of the first issue of the magazine as part of communication and outreach strategy; local workshops; participation of Federal and Sindh Ombudspersons for Protection against Harassment of Women at Workplace in international conference/training; selection of firms for needs assessment study and independent service monitoring interventions components; while the arrangements for holding international conference are being made. A new Project Coordinator has been appointed effective November 2013 to support the implementation. The most important activities are needs assessment report, and beneficiaries’ survey to assess service/performance, which are under process. The needs assessment will accompany an action plan for the implementation of its recommendations for all ombudsman offices, which will be subsequently implemented in five or six selected offices. However, for much visible progress, it is suggested to pay attention to awarding critical contracts, organizing OIC conference, bringing Government’s project document (PC1) in line with the World Bank’s project documents, and FPO su stainability, among other areas. The ombudsman institutions should also ensure their compliance with the new legislation to improve their performance. Next mid-term review mission will be planned in March 2014, which will include the participation of an independent reviewer. During the mission, the project may be restructured to Public Disclosure Copy support compliance with the new legislation, and funding for components showing slow disbursement may be re-evaluated. Locations Country First Administrative Division Location Planned Actual Pakistan Islamabad Islamabad Capital Territory ✔ Results Indicators Page 2 of 4 The World Bank Report No: ISR13886 Indicator Name Core Unit of Measure Baseline Current End Target FPO secretariat strengthened Text Value no staff New staff hired, regular Establishment of FPO beyond meetings held. IDF project. Public Disclosure Copy Date 26-Apr-2012 06-Feb-2014 11-Sep-2015 Comments The Project Coordinator has A dedicated team of staff and been hired to support project plan to establish FPO implementation. Secretariat beyond IDF grant Local workshops conducted project to ensure for knowledge sharing. sustainability. Needs assessment study conducted in all Number Value 0.00 0.00 5.00 offices and urgently needed support Date 26-Apr-2012 06-Feb-2014 11-Sep-2015 (performance improvement interventions/ Comments No data is available to know On the basis of revised ToRs, At least provide support to 5 capacity building) provided to selected 5 offices which are the offices that hiring of firm to conduct the ombudsman institutions (OIs) need support and what kind of needs assessment (and support implementation) is in process. Indipendent Service monitoring mechanism Number Value 0.00 0.00 2.00 established in two selected offices. Date 26-Apr-2012 06-Feb-2014 11-Sep-2015 Comments Inadequate/no information is Process has started for hiring Independent services available on existing service firm to review existing monitoring mechanism monitoring mechanism of OIs mechanisms and implement implemented in at least two and the need for improvement in two selected offices. OIs on pilot basis. Launch of magazine/newsletters for Number Value 0.00 1.00 4.00 communication and awareness building. Date 26-Apr-2012 06-Feb-2014 11-Sep-2015 Comments There is little to no awareness First newsletter delivered. At least 4 quarterly of OIs (through newsletters/ Process started for hiring a newsletters published and magazines). new firm for taking full widely disseminated. responsibility of preparing and publishing newsletters. Capacity building program initiated. Text Value 0 Local Workshops Networking with international Ombudsman Institutions Public Disclosure Copy Date 26-Apr-2012 30-Jun-2014 11-Sep-2015 Comments Several local workshops have Exposure to best practices been conducted; and an provided and networks with international conference is int’l OIs established for being organized. knowledge sharing. Data on Financial Performance (as of 28-Oct-2013) Financial Agreement(s) Key Dates Project Ln/Cr/Tf Status Approval Date Signing Date Effectiveness Date Original Closing Date Revised Closing Date Page 3 of 4 The World Bank Report No: ISR13886 Project Ln/Cr/Tf Status Approval Date Signing Date Effectiveness Date Original Closing Date Revised Closing Date P131124 TF-12310 Effective 11-Sep-2012 11-Sep-2012 30-Nov-2012 11-Sep-2015 11-Sep-2015 Disbursements Public Disclosure Copy Project Ln/Cr/Tf Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P131124 TF-12310 Effective USD 0.45 0.45 0.00 0.18 0.26 41.00 Disbursement Graph Key Decisions Regarding Implementation NONE Public Disclosure Copy Restructuring History There has been no restructuring to date. Related Projects There are no related projects. Page 4 of 4