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: 11 | ARCHIVED on 18-Feb-2021 | ISR45454 | Implementing Agencies: Republic 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 $26.00 M) Component 2. Technical Assistance.:(Cost $3.50 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Unsatisfactory Moderately Satisfactory Overall Risk Rating Substantial Substantial Implementation Status and Key Decisions The Madhya Pradesh Citizen Access to Responsive Services (MPCARS) project is making satisfactory progress on meeting its targets and is on track to complete the remaining activities by the project closing date on March 31, 2021. The State Agency for Public Service (SAPS) is the main implementing agency for MPCARS project. The Government of Madhya Pradesh has made substantial progress in implementing the Public Services Guarantee (PSGA) Act. So far, over 452 services have been notified, around 94 percent of services are processed within the legal timeframe, and an average of 11.5 percent of the total state population have accessed services during the project period (data for 2020-21 up to Dec 2020). To date, 2/18/2021 Page 1 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) 433 Lok Seva Kendras (LSKs) are fully operational compared to the baseline of 336. In addition, the integration of the PSGA services with the MP Online system and common service centers (CSCs) has exponentially increased the number of kiosks to almost 38,000 kiosks where citizens can access these services and ensuring outreach up to the Gram Panchayat level. The Government is working on providing these services online with 370 services already online on various portals. A number of tasks have been completed satisfactorily and the project has successfully met annual targets for all disbursement linked indicators (DLIs) till Year 4, with the exception of one. Beginning 2020-21, the COVID-19 pandemic has adversely impacted the project indicators that depend on footfalls in LSKs. The project was restructured in December 2020 to accommodate partially for this impact and remains on track to achieve all disbursement-linked results for Year 5. Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance Moderate Moderate Moderate Macroeconomic Low Substantial Substantial Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Low Low Low Institutional Capacity for Implementation and Substantial Substantial Substantial Sustainability Fiduciary Substantial Substantial Substantial Environment and Social Low Low Low Stakeholders Substantial Substantial Substantial Other Low Substantial Substantial Overall Substantial Substantial Substantial Results PDO Indicators by Objectives / Outcomes Improved access to public services IN00952398 ►Citizens accessing PSGA services (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target At least 2 percentage At least 5.4% of citizens 4.7% of total MP 7.39% of total MP Value points increase over accessed PSGA services population population Year 4 achievement Date 31-Mar-2016 30-Sep-2020 31-Dec-2020 31-Mar-2021 2/18/2021 Page 2 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) Improved access to public services by under represented groups IN00952399 ►ST and SC citizens accessing PSGA services (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Outreach strategy At least 3 percentage 42.67% of total 41.81% of total Value targeted to ST/ SC points increase over applications applications approved Year 4 achievement Date 31-Mar-2016 30-Sep-2020 31-Dec-2020 31-Mar-2021 IN00952400 ►Women accessing PSGA services (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Outreach strategy At least 3 percentage 17.43% of total 17.96% of total Value targeted to women points increase over applications applications approved Year 4 achievement Date 31-Mar-2016 30-Sep-2020 31-Dec-2020 31-Mar-2021 Intermediate Results Indicators by Components Access to services IN00952427 ►PSGA points of presence fully operational to receive and process on-line PSGA Services applications (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target At least 50 additional 336 LSKs fully points of presence fully Value 34,433.00 37,955.00 operational operational over Year 4 achievement Date 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 IN00952430 ►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 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 Integration of government services IN00952428 ►PSGA services available on-line (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target 2/18/2021 Page 3 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) 47 PSGA services At least 20 additional available online; High notified services Value 330.00 370.00 Power Committee available online over established Year 4 achievement Date 31-Mar-2016 30-Jun-2020 31-Dec-2020 31-Mar-2021 IN00952431 ►PSGA services provided within the legal timeframe (Percentage, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Value 87.00 92.00 94.00 95.00 Date 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 IN00952433 ►Service delivery channels (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 6.00 6.00 4.00 Date 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 IN00952434 ►PSGA services issuing digital certificates (Number, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Value 1.00 8.00 8.00 8.00 Date 31-Mar-2016 30-Sep-2020 31-Dec-2020 31-Mar-2021 Performance Management IN00952426 ►Analytical reports generated by SAPS on PSGA services (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Annual PSGA services No PSGA reports are HPC meeting yet to be HPC meeting yet to be report presented to the Value produced. held in FY 20-21 held in FY 20-21 High Power Committee. Date 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 IN00952429 ►Public services where government processes reengineering has been conducted (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target GPR conducted in at least 10 additional Value 80.00 200.00 215.00 services over Year 4 achievement Date 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 2/18/2021 Page 4 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) IN00952432 ►Beneficiary feedback for decision making (Text, Custom, PBC) Baseline Actual (Previous) Actual (Current) End Target Third online citizen Third online citizen Fourth feedback feedback report is feedback report is Feedback collected available online Value available on the portal. available on the portal. through annual survey following approved Reviewed by the CM Reviewed by the CM methodology periodically. periodically. Date 31-Mar-2016 30-Jul-2020 31-Dec-2020 31-Mar-2021 Performance-Based Conditions IN00952435 ►PBC 1 Citizens accessing PSGA services (Text, Outcome, 4,200,000.00, 42.86%) Baseline Actual (Previous) Actual (Current) 2020-21 At least 5.4% of citizens 4.7% of total MP 7.39% of total MP Value -- accessed PSGA services population population Date -- 30-Sep-2020 31-Dec-2020 -- IN00952436 ►PBC 2 ST and SC citizens accessing PSGA services (Text, Output, 5,800,000.00, 100.00%) Baseline Actual (Previous) Actual (Current) 2020-21 42.67% of total applications for ST and Outreach strategy targeted 41.81% of total Value SC citizens -- to ST/ SC approved applications 17.43% of total applications for women Date -- 30-Sep-2020 31-Dec-2020 -- IN00952437 ►PBC 3 PSGA points of presence fully operational to receive and process on-line PSGA Services applications (Text, Output, 5,000,000.00, 90.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 336 LSKs fully operational 34,433.00 37,955.00 -- Date -- 30-Jul-2020 31-Dec-2020 -- 2/18/2021 Page 5 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) IN00952438 ►PBC 4 PSGA services available on-line (Text, Output, 5,600,000.00, 78.57%) Baseline Actual (Previous) Actual (Current) 2020-21 47 PSGA services available Value online; High Power 330.00 370.00 -- Committee established Date -- 30-Jun-2020 31-Dec-2020 -- IN00952439 ►PBC 5 Beneficiary feedback for decision making (Text, Output, 3,000,000.00, 83.33%) Baseline Actual (Previous) Actual (Current) 2020-21 Third online citizen Third online citizen feedback report is feedback report is Feedback collected through Value available on the portal. available on the portal. -- annual survey Reviewed by the CM Reviewed by the CM periodically. periodically. Date -- 30-Jul-2020 31-Dec-2020 -- IN00952440 ►PBC 6 PSGA services provided within the legal timeframe (Percentage, Output, 700,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 87.00 94.00 94.00 -- Date -- 30-Sep-2020 31-Dec-2020 -- IN00952441 ►PBC 7 PSGA services issuing digital certificates (Number, Output, 700,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 1.00 8.00 8.00 -- Date -- 30-Sep-2020 31-Dec-2020 -- IN00952442 2/18/2021 Page 6 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) ►PBC 8 Public services where government processes reengineering has been conducted (Text, Output, 1,000,000.00, 0.00%) Baseline Actual (Previous) Actual (Current) 2020-21 Value 80.00 200.00 215.00 -- Date -- 30-Jul-2020 31-Dec-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 29.50 5.50 23.54 5.96 80% 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 2/18/2021 Page 7 of 8 The World Bank Implementation Status & Results Report Madhya Pradesh Citizen Access to Responsive Services Project (P149182) 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 14-Dec-2020 Related Project(s) There are no related projects. 2/18/2021 Page 8 of 8