Public Disclosure Copy
The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
Pakistan: Punjab Public Management Reform Program (P132234)
SOUTH ASIA | Pakistan | Governance Global Practice |
IBRD/IDA | Program-for-Results | FY 2014 | Seq No: 8 | ARCHIVED on 22-Jan-2018 | ISR27712 |
Implementing Agencies: Punjab Resource Management Program, Excise & Taxation Department, Punjab Information Technology Board, Punjab
Public Procurement Regulatory Authority, Planning and Development Department
Program Development Objectives
Program Development Objective (from Program-for-Results Appraisal Document)
To improve transparency and resource management of targeted departments of the Province of Punjab.
Overall Ratings
Name Previous Rating Current Rating
Progress towards achievement of PDO Satisfactory Satisfactory
Overall Implementation Progress (IP) Satisfactory Satisfactory
Overall Risk Rating Moderate Moderate
Implementation Status and Key Decisions
Program results: The Third Party Validation (TPV) report for the fourth year of the program (FY2016/17) confirmed the achievement of four of the
five the Disbursement Linked Indicator (DLI) targets. According to the TPV report, the target for DLI 2 on access to information through the Citizen
Contact Center (CCC) was achieved by 80%. Data from the Punjab Information Technology Board however indicates that the target has been
exceeded since July 2017 (i.e., during the fifth year of program implementation). The reported increase appears to have been a result of an
intensified awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. Based on this trend, the
final target for the program (750,000 calls and messages) is likely to be achieved.
The digitization of Urban Immovable Property Tax (UIPT) records has been completed in 26 districts and is ongoing in another 8 districts. The
digitization of UIPT records with the addition of previously unregistered properties has contributed to the increase of UIPT receipts by 102 percent
(in nominal terms) since FY2012/13, exceeding the end-of-program target by 33.7%.
By the end of year four (FY2016/17), the delivery of 216 district services was being monitored in real time through 'smart management
tools' (smartphone and tablet apps for data collection in the field, and management dashboards for the aggregation, analysis, and reporting of
performance data). This exceeds the end-of-program target of 180 district services, which points to the usefulness of the smart monitoring
introduced under the program for additional departments. Smart monitoring is currently implemented throughout the province's 36 districts for six
services provided by the departments of School Education, Health, Agriculture, and Livestock.
Data on Financial Performance
Disbursements (by loan)
Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed Disbursed
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
P132234 IDA-53140 Effective USD 50.00 50.00 0.00 38.35 7.70 83%
Key Dates (by loan)
Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date
P132234 IDA-53140 Effective 14-Nov-2013 02-Dec-2013 10-Jan-2014 31-Dec-2018 --
Risks
Systematic Operations Risk-rating Tool
Risk Category Rating at Approval Previous Rating Current Rating
Political and Governance -- Substantial Substantial
Macroeconomic -- Substantial Substantial
Sector Strategies and Policies -- Moderate Moderate
Technical Design of Project or Program -- Low Low
Institutional Capacity for Implementation and
Sustainability
-- Substantial Moderate
Fiduciary -- Substantial Substantial
Environment and Social -- Low Moderate
Stakeholders -- Moderate Moderate
Other -- Moderate Moderate
Overall -- Moderate Moderate
Disbursement Linked Indicators (DLI)
PHDLIPDOTBL
Targeted organizations publishing updated institutional information on their websites for information of the public. (Number)
Baseline Actual (Previous) Actual (Current)
Value 0.00 63.00 81.00
Date 30-Jun-2013 28-Sep-2015 30-Jun-2017
Comments
The target refers to websites created by government departments as well as internal divisions and subordinated agencies to disclose
institutional information. Websites of divisions and agencies under the same department are available through the department’s website to
ensure easy access for users to the services that interest them. In order to meet the requirements under the program, organizations are
required to publish updated institutional, organizational and budgetary information. The indicator also measures sustaining the maintenance
and comprehensive disclosure of websites created during the previous year.
The TPV report for the fourth year (FY2106/17) found that 84 websites were accessible but three of these websites lacked some of the required
information. Therefore 81 websites were found in compliance with the requirements of the DLI definition against a target of 75.
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
PHDLIPDOTBL
Number of calls received by the Citizen Contact Centers to seek information about key services. (Number)
Baseline Actual (Previous) Actual (Current)
Value 50000.00 157214.00 321218.00
Date 30-Jun-2013 28-Sep-2015 30-Jun-2017
Comments
On the request of the Government of Punjab the definition of this indicator was changed from the ‘number of telephone calls received by the
Citizen Contact Center to seek information about key services’ to the 'number of enquiries/comments received by the Citizen Contact Center to
seek information about, or to provide feedback on key services' with retroactive effect from July 1, 2016. The adjustment was needed to take
into account the preference of a large share of the public for obtaining information about public services through SMS and other forms of
electronic communications as well as the high number of calls and messages from citizens to Citizen Contact Center (CCC) the providing
feedback on public service delivery.
The targets for this indicator were met during the first three years of the program. Despite the adjusted definition of the indicator, the TPV report
indicates that the target for FY2016/17 was not met, but was achieved by 80% (321,218 calls and messages against a target of 400,000).
Based on administrative data reported by the Punjab Information Technology Board, it appears that the target has since been achieved thanks
to an increase in citizen-CCC communications since July 2017. The reported increase appears to have been a result of an intensified
awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. Based on this trend, the final
target for the program (750,000 calls and messages) is likely to be achieved.
PHDLIPDOTBL
Services being monitored by smart management tools. (Number)
Baseline Actual (Previous) Actual (Current)
Value 18.00 144.00 216.00
Date 30-Jun-2013 28-Sep-2015 30-Jun-2017
Comments
The TPV report for FY2016/17 confirmed the achievement of 180 district services being monitored through smart management tools. The
following five services were being monitored in all 36 districts:
- Health Watch: regular inspection visits of primary and secondary healthcare facilities (presence of medical and paramedical staff, availability
of medicines and supplies, condition of facilities)
- MEA (Monitoring and Evaluation Assistant) Health: regularly monitors a wide range of indicators for 124 district and city headquarter hospitals
(including occupancy rates, functionality of equipment, availability of medicines and supplies, medical procedures conducted, disposal of
medical waste, etc.)
- PMIU (Program Monitoring Implementation Unit) for school education: regularly monitors 52,695 primary and secondary schools, including
teacher presence, student attendance, and availability of facilities such as electricity, water and sanitation
- E-vaccs: monitors daily field activities of vaccinators to ensure comprehensive coverage of infant immunization program
- Agri-smart: monitors daily field activities of agricultural extension staff
In addition, the Vet Inspect system has also been implemented in all 36 districts (monitoring of services delivered by veterinary staff to livestock
farmers), bringing the total number of district services to 216.
PHDLIPDOTBL
Properties added to the urban property registry (Number)
Baseline Actual (Previous) Actual (Current)
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
Value 3227899.00 300000.00 152556.00
Date 30-Jun-2013 28-Sep-2015 30-Jun-2017
Comments
The digitization of Urban Immovable Property Tax (UIPT) records have been digitized and updated in 26 districts. Work is ongoing in the
remaining eight districts and is expected to be completed by the end of FY2017/18 (June 30, 2018).
As confirmed by the TPV reports, the DLI targets for the first three years have been achieved.
Year 1: 108,667 properties added (target: 97,000)
Year 2: 151,511 properties added (target: 133,000)
Year 3: 138, 714 properties added (target: 138,000)
Year 4: 152,556 (target: 150,000)
Total properties added to date: 551,448
N.B. The targets for this DLI are annual. The end target of 150,000 properties applies to year 5.
PHDLIPDOTBL
Targeted organizations using PPRA MIS for targeted contracts. (Number)
Baseline Actual (Previous) Actual (Current)
Value 0.00 35.00 75.00
Date 30-Jun-2013 28-Sep-2015 30-Jun-2017
Comments
The DLI targets for the first four years have been met. The TPV report for the fourth year audited procurements entered in the MIS by 75
contracting authorities and confirmed that the target of 75 targeted organizations entering contracts in the MIS had been met. The report
however noted several shortcomings in the entered data and provided recommendations for improving the consistent and correct utilization of
the system.
Results
Results Area
Intermediate Results Area
Transparency and Access to Services
Performane Monitoring
Resource Management
Project Development Objective Indicators
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
PHINDPDOTBL
Number of telephone calls received by the Citizen Contact Centers to seek information about key services. (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 50,000.00 98,000.00 321,000.00 750,000.00
Date 15-Nov-2013 28-Feb-2017 30-Jun-2017 10-Jan-2019
Comments
On the request of the Government of Punjab the definition of this indicator was changed from the ‘number of telephone calls received by the
Citizen Contact Center to seek information about key services’ to the 'number of enquiries/comments received by the Citizen Contact
Center to seek information about, or to provide feedback on key services' with retroactive effect from July 1, 2016. The adjustment was
needed to take into account the preference of a large share of the public for obtaining information about public services through SMS and
other forms of electronic communications as well as the high number of calls and messages from citizens to Citizen Contact Center (CCC)
the providing feedback on public service delivery.
The targets for this indicator were met during the first three years of the program. Despite the adjusted definition of the indicator, the TPV
report indicates that the target for FY2016/17 was not met, but was achieved by 80% (321,218 calls and messages against a target of
400,000). Based on administrative data reported by the Punjab Information Technology Board, it appears that the target has since been
achieved thanks to an increase in citizen-CCC communications since July 2017. The reported increase appears to have been a result of an
intensified awareness campaign as well as reported citizen satisfaction with the handling of complaints through the CCC. Based on this
trend, the final target for the program (750,000 calls and messages) is likely to be achieved.
PHINDPDOTBL
Decision-makers using reliable service delivery information measured as the percentage of reports that trigger managerial
action (Percentage, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 100.00 100.00 65.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDPDOTBL
Urban immovable property tax (UIPT) collection - in PKR million (Amount(USD), Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 4,657.00 7,311.00 9,325.00 6,977.00
Date 30-Jun-2013 28-Feb-2017 30-Jun-2017 01-Oct-2019
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
Comments
UIPT receipts in FY2016/17 reached PKR 9.33 billion, exceeding the end-of-program target by 33.65%.
Overall Comments
Intermediate Results Indicators
PHINDIRITBL
Targeted organizations publishing updated institutional information on their websites for information of the public. (Number,
Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 81.00 81.00 75.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
Public investment projects of targeted departments geo-mapped and published online. (Percentage, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 70.00 65.00 75.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
Targeted departments with automated records system for defined disclosable information. (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 5.00 5.00 7.00
Date 30-Jun-2013 15-Mar-2017 15-Mar-2017 10-Jan-2019
PHINDIRITBL
Information about key services available to the public through the Contact Center. (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 2.00 53.00 45.00 30.00
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
Services accepting online applications (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 1.00 10.00 11.00 13.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
Services using online processing. (Number, Custom Supplement)
Baseline Actual (Previous) Actual (Current) End Target
Value 3.00 11.00 12.00 7.00
PHINDIRITBL
Services accepting mobile applications and/or payments (Number, Custom Supplement)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 5.00 5.00 10.00
PHINDIRITBL
Functional facilitation centers (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 149.00 149.00 36.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
Comments
There are six dedicated Citizen Facilitation Services, which provide some 30 administrative services, as well as 142 Land Registration
Management Information System (LRMIS) offices that provide services related to rural land registration, transfers, and agricultural services.
PHINDIRITBL
Functional facilitation centers - using PPP model (Number, Custom Supplement)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 6.00 6.00 300.00
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The World Bank Implementation Status & Results Report
Pakistan: Punjab Public Management Reform Program (P132234)
PHINDIRITBL
District services being monitored by smart management tools (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 18.00 216.00 216.00 180.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
District services for which proactive citizen feedback is collected (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 146.00 144.00 100.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
District services for which performance information and citizen feedback is published online (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 182.00 180.00 180.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
Districts with functional digital property registry (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 18.00 26.00 34.00
Date 30-Jun-2013 15-Mar-2017 30-Jun-2017 10-Jan-2019
PHINDIRITBL
Properties added to the property registry (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 3,227,899.00 80,241.00 152,556.00 150,000.00
Date 30-Jun-2013 28-Feb-2017 30-Jun-2017 10-Jan-2019
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Pakistan: Punjab Public Management Reform Program (P132234)
PHINDIRITBL
Targeted contracts processed through basic e-procurement modules in targeted organizations. (Percentage, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 100.00 100.00 75.00
Date 30-Jun-2013 28-Feb-2017 28-Feb-2017 10-Jan-2019
PHINDIRITBL
Targeted organizations using PPRA MIS for targeted contracts (Number, Custom)
Baseline Actual (Previous) Actual (Current) End Target
Value 0.00 93.00 75.00 100.00
Date 30-Jun-2013 28-Feb-2017 30-Jun-2017 10-Jan-2019
Comments
The actual has been updated based on the findings of the TPV report for the fourth year (FY2016/17), which confirmed compliance by 75
contracting authorities.
Overall Comments
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