The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) Improving Equitable Access To High Standard Public Services Through Govtech (P177845) EUROPE AND CENTRAL ASIA | Albania | Governance Global Practice | Requesting Unit: ECCWB (7001) | Responsible Unit: EECG2 (9751) IBRD/IDA | Program-for-Results Financing | FY 2023 | Team Leader(s): Simon Carl O'Meally, Sandrine Egoue Ngasseu, Emoke Anita Sobjak, Nalin Jena, Charles Pierre Marie Hurpy Seq No: 4 | Archived on 10-Feb-2025 | ISR02835 | Created by: Emoke Anita Sobjak on 09-Dec-2024 | Modified by: Emoke Anita Sobjak on 07-Feb-2025 1. PROJECT DEVELOPMENT OBJECTIVE 1.1 Development Objective Original Development Objective (Approved as part of Approval package on 16-Mar-2023) To increase the equitable access to and quality of selected digital services. 2. OVERALL RATINGS Name Previous Current Progress towards achievement of PDO Satisfactory Satisfactory Overall Implementation Progress (IP) Satisfactory Satisfactory Overall Risk Rating Moderate Moderate 3. KEY ISSUES & STATUS 3.1 Implementation Status and Key Decisions Progress towards achievement of the Program Development Objective (PDO), as well as the Overall Implementation Progress (IP) remain Satisfactory due to: (i) the achievement of six Disbursement-Linked Results (DLRs), of which four are disbursed and two are pending verification; (ii) the achievement of the year 2 target of PDO indicator 1 and (PDO indicator 4 has no year 1 and 2 targets); (iii) signifcant progress on all the Program for Results (PforR) and Investment Project Financing (IPF) procurements and activities under each of the three PforR Results Areas; (iv) significant progress with strengthening the capacity of the Coordination Unit (CU) within AKSHI through hiring supporting experts; (v) increased progress on the implementation of the Program Action Plan (PAP) actions; and (vi) the swift ongoing preparation of an Additional Financing (AF) to the Program – designed to further enhance and scale the Program – with an expected Board Approval date in March 2025. Since the last ISR, DLR 3.1 – “GG (Government Gateway) upgrade design ToR approved by the AKSHI” has been fully disbursed (900,000 EUR). With this, the current disbursement rate of the Feb 10, 2025 Page 1 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) PforR is 12 percent (7,550,000 EUR), which is a strong disbursement rate after eighteen months of effectiveness. Since the last ISR two further DLRs were achieved and are currently undergoing verification: DLR 4.2 - “200 principals and 600 teachers trained by the Ministry of Education and Sports (MoES) (2,800,000 EUR)” and DLR 4.3 – “200 SmartLabs made fully functional by the AKSHI (1,800,000 EUR)”. To ensure continued progress, the following issues will require attention in the first half of CY 2025: (i) AKSHI is advised to finalize the pending PAP actions, especially those related to fiduciary actions; (ii) AKSHI is advised to complete the hiring of three firms under the IPF; and (iii) AKSHI is advised to further strengthen the capacity of its Coordination Unit to commence the implementation of additional activities foreseen under the AF. 4. DATA ON FINANCIAL PERFORMANCE 4.1 Disbursements (by loan) Loan/Credit/TF Status Original Revised Cancelled Disbursed Undisbursed % Disbursed IBRD-94830 Effective 65.00 65.00 0.00 7.55 57.47 11.61% 4.2 Key Dates (by loan) Loan/Credit/TF Status Approval Signing Effectiveness Orig. Closing Rev. Closing IBRD-94830 Effective 16-Mar-2023 20-Apr-2023 18-Jul-2023 31-May-2028 31-May-2028 4.3 Program Action Plan Design and implement a Change management strategy, with a scope expanded as per the Action Description AF. Source DLI# Responsibility Timing Timing Value Status Strategy Revised Technical NA AKSHI Other designed by end Date of Y2 Completion Bi-yearly Coordination Unit (CU) reports on the implementation submitted to the Bank Measurement AKSHI is in the process of hiring a firm to design the Change Management Strategy, the Comments scope of which will now be extended to LGs as well due to the AF. Feb 10, 2025 Page 2 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) Establish appropriate PforR tag for the Program expenditure through new specific budget Action Description output and project code, to monitor budget planning and execution, and enable Program’s financial reporting. Source DLI# Responsibility Timing Timing Value Status Fiduciary Systems NA AKSHI and MoFE Other By Effectiveness Completed Completion Program budget classification submitted to the Bank Measurement Comments This action was completed during the previous ISR period. Establish a monitoring mechanism involving Public Procurement Commission (PPC), and Action Description other Contracting Authorities under the Program to ensure timely resolution of complaints in ICT procurement procedures. Source DLI# Responsibility Timing Timing Value Status By end of CY Fiduciary Systems NA AKSHI and PPC Other Dropped 2024 Completion Monitoring mechanism established through an MoU Measurement This action was agreed to be dropped with the AF, as it is no longer relevant, as PPC fully Comments digitalized their complaints system and complaints are now reported in real time and resolved within the legally required timeframe. Report to the Bank biannually on all credible and material Fraud and Corruption allegations Action Description concerning the Program. Source DLI# Responsibility Timing Timing Value Status Biannually throughout Fiduciary Systems NA AKSHI Other Delayed Program implementation AKSHI’s biannual progress report of the Program includes all Completion Measurement credible and material complaints on fraud and corruption under the Program and actions taken. Feb 10, 2025 Page 3 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) During the AF Negotiations, this action was agreed to be revised to "Report to the Bank biannually on all credible and material Fraud and Corruption Comments allegations concerning the Program." AKSHI publishes on its website information about how to address potential FC in their Action Description procurements. Source DLI# Responsibility Timing Timing Value Status By end of CY Fiduciary Systems NA AKSHI and MoJ Other Completed 2024 Completion Information published on the AKSHI website. Measurement This action was agreed to be revised and is completed: instead of conducting market Comments outreach activities, AKSHI raised awareness on FC by publishing on its website relevant information for economic operators. The FC reporting is under different PAP. Prepare procurement strategy for high value contracts to include market analysis before any Action Description tender, introduce Life Cycle Costing into procurement process and identify agile forms of procurement allowed in current PPL. Source DLI# Responsibility Timing Timing Value Status Before the start of Program Fiduciary Systems NA AKSHI Other implementation Completed and updated every year. Completion Procurement strategy approved by the Head of AKSHI. Measurement Comments AKSHI completed the strategy in August, 2024. Provide training for auditors on combating fraud and corruption and financial audits. To the Action Description extent possible, the same audit team will be maintained throughout Program implementation, to retain knowledge acquired through the trainings. Source DLI# Responsibility Timing Timing Value Status Y1 of Program implementation, Fiduciary Systems NA KLSH Other Completed and Y2 if necessary. Feb 10, 2025 Page 4 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) Completion CU report on training. Measurement Comments The training was provided in September 2024. Acquire additional FM resources through internal vacancy recruitment and/or external FM Action Description support. Source DLI# Responsibility Timing Timing Value Status Y1 of Program Fiduciary Systems NA AKSHI Other In Progress implementation Completion Adequacy of FM resources Measurement This action is partially completed. A qualified FM expert, as part of the CU, was hired in Comments March 2024. It was agreed that the FM expert would also support FM aspects of the PforR, since AKSHI could not fill FM vacancies advertised up to date. Action Description Internal audit function: recruit internal vacancies and temporarily outsource. Source DLI# Responsibility Timing Timing Value Status Y1 of Program Fiduciary Systems NA AKSHI Other In Progress implementation Completion Adequacy of internal audit resources. Measurement AKSHI is conducting interviews to fill this position. If the hiring is not successful, AKSHI will Comments explore the opportunities for outsourcing. Public Procurement Commission to share complaints received under the Program to include Action Description number received, resolved, time for resolution and those referred to other authorities. Source DLI# Responsibility Timing Timing Value Status Semiannually throughout Fiduciary Systems NA PPC Other Dropped Program implementation Completion PPC reports provided to the Bank Measurement Feb 10, 2025 Page 5 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) This action was agreed to be dropped, as it is no longer relevant, as PPC fully digitalized their Comments complaints system and complaints are now reported in real time. Instead, AKSHI reports to the Bank on procurement KPIs, including complaints. AKSHI and PPA: i) build capacity in procurement and technical staff involved in bidding Action Description documents at Contracting Authorities involved in Program, considering findings from SAI reports; ii) ensure sustained capacity of staff via regular training. Source DLI# Responsibility Timing Timing Value Status Continuously during Fiduciary Systems NA AKSHI and PPA Other In Progress implementation of the Program Completion CU report on training developed Measurement PPA is conducting regular training through ASPA. Considering that SAI reports are not yet Comments produced for the Program, tailored training based on the findings of audits are not yet not delivered and will follow during 2025. Conduct yearly procurement workload to analyze the procurement resources allocated to the Action Description program and if needed to hire additional experts to advise on complex contracts. Source DLI# Responsibility Timing Timing Value Status Beginning of each year during Fiduciary Systems NA AKSHI Other In Progress program implementation Completion Workload analysis prepared and action plan for potential requirement approved Measurement Comments AKSHI will monitor procurement performance indicators through established procurement Action Description KPIs (including complaints, their status and time for resolution) and provide semiannual reports to the Bank Source DLI# Responsibility Timing Timing Value Status Every year throughout Fiduciary Systems NA AKSHI Other In Progress Program implementation Feb 10, 2025 Page 6 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) Completion AKSHI reports to the Bank on procurement KPIs, including on complaints and their status. Measurement Comments Procurement Reports are shared by AKSHI after each supervision missions. Develop a short action plan to show how SmartLabs model will be implemented in the Action Description poorest schools and collective schools; and how children with special needs would be supported by the SmartLabs. Source DLI# Responsibility Timing Timing Value Status Within 30 days of Environmental and NA AKSHI and MoES Other Program Completed Social Systems Effectiveness Completion SmartLabs action plan submitted to the Bank Measurement The SmartLabs Implementation Plan was approved by the inter-institutional SmartLabs Comments Working Group on December 1, 2023. The pedagogic model for poorest and collective schools and for children with special needs will be developed in Y2. Map CSOs that already work with target vulnerable groups and can assist those groups in Action Description digital service applications. Develop and implement an action plan (covering both the Parent and AF Program) for training and outreach to CSOs. Source DLI# Responsibility Timing Timing Value Status Within 36 months Environmental and NA AKSHI Other from Program Delayed Social Systems Effectiveness. Completion Action plan submitted to the Bank. Measurement AKSHI completed the hiring of a social inclusion expert who is currently working on the Comments mapping of CSOs and designing the action plan. Develop and implement an Information, Education and Communications outreach plan to Action Description increase digital literacy of the population, including vulnerable groups. Source DLI# Responsibility Timing Timing Value Status Feb 10, 2025 Page 7 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) IEC designed by end of Y2. Environmental and Implementation Revised NA AKSHI Other Social Systems reports throughout Date Program implementation. Completion Plan submitted to the WB alongside 6-monthly reports on its implementation. Measurement The ToRs for a firm to develop the IEC plan and support its implementation are being Comments finalized. The implementation of the IEC will start with the launch of the upgraded e-Albania, OCCC and YIC (expected in Y3), hence the date was revised. Training plan developed and implemented for staff in the InfoPoint and Omni-Channel Action Description Contact Center (including in the new locations under the AF) on methods/tools to support the target vulnerable groups. Source DLI# Responsibility Timing Timing Value Status Within 36 months Revised Fiduciary Systems NA AKSHI Other from Program Date effectiveness Completion Training plan and monitoring report submitted to the Bank Measurement The social expert was hired and will work on the training plan with the vendors establishing Comments the YIC and OCCC (part of their ToR). The YIC and OCCC are expected to be launched in Y3, hence the date was revised to 24 months from effectiveness. Contribute to the strengthening of the grievance monitoring system established under the Action Description Co-Governance department. Source DLI# Responsibility Timing Timing Value Status AKSHI and Co- Within 24 months Environmental and NA Governance Other from Program Not Yet Due Social Systems Department Effectiveness Completion Update submitted to the WB on linking omni-channel contact center to co-governance. Measurement Grievances that AKSHI cannot handle will be redirected to the Co- Governance Department Comments by linking the Omni-Channel Contact Center to the Co-Governance platform. This is being reflected in the draft ToRs for setting up the Omni-Channel Contact Center Feb 10, 2025 Page 8 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) Action Description Provide training for relevant public sector employees on cybersecurity issues Source DLI# Responsibility Timing Timing Value Status Within 36 months Environmental and NA AKSHI Other from Program In Progress Social Systems Effectiveness Completion Training report submitted to the Bank. Measurement There has been progress. The assigned Data Protection Officer in AKSHI participated the Comments training organized by the European Public Administration in the Netherlands, which was focused GDPR. The relevant certification was provided. Following the implementation of the InfoPoints and YICs, take stock of the YIC model, utility, Action Description and demand. Then consider expanding the model to un-served geographical areas (including by considering the use of selected rural municipal offices). Source DLI# Responsibility Timing Timing Value Status Within 36 months Environmental and NA AKSHI Other from Program Not Yet Due Social Systems Effectiveness Completion Memo produced on utility of InfoPoint model and plans for expansion/reduction submitted Measurement to the WB. Youth Innovation Centers are expected to be functional in Y2. Once they are in place, AKSHI Comments will define how they are operating and then adjust and adapt them to un-served geographical areas. Action Description Establish and implement appropriate procedures for E-waste Management. Source DLI# Responsibility Timing Timing Value Status Throughout Environmental and NA AKSHI Other Program In Progress Social Systems implementation. Completion Prepare and implement the SOPs and Implementation Plan for the management of E-Waste, Measurement in a manner acceptable to the Bank. The appropriate procedures for E-waste Management will be established according to the Comments EPR Law which is now adopted by a CoMD and already submitted to the Parliament for approval.. Feb 10, 2025 Page 9 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 5. KEY DATES Key Events Planned Actual Approval 16-Mar-2023 16-Mar-2023 Effectiveness 18-Jul-2023 18-Jul-2023 Mid-Term Review No. 01 18-Jan-2026 Operation Closing/Cancellation 31-May-2028 6. SYSTEMATIC OPERATIONS RISK-RATING TOOL Rating at Approval Last Approved Rating Risk Category Approval Package - ISR Seq. 03 - 26 Jun Proposed Rating 16 Mar 2023 2024 Political and Governance Moderate Moderate Moderate Macroeconomic Moderate Moderate Moderate Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Moderate Moderate Substantial Institutional Capacity for Implementation and Moderate Moderate Moderate Sustainability Fiduciary Moderate Substantial Moderate Environment and Social Moderate Moderate Moderate Stakeholders Moderate Moderate Moderate Overall Moderate Moderate Moderate Feb 10, 2025 Page 10 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 7. RESULTS 7.1 PDO Indicators by PDO Outcomes Increase in the usage of digital services Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year Overall Jun/2024 Y1 target was 10-Jun-2024 Y2 target was 10-Jan-2025 10% increase Mar/2028 cumulative met, as there has met, as there on the baseline is been an 11.2 has been a 40 baseline 1,412,421 percent increase percent consisting of: on the baseline. increase on the (i) No. of As of June 17, baseline. As of applications 2024, the January 9, via online e- cumulative 2025, the Albania: number of cumulative Access: Increase in the usage 940,186 applications is number of of digital services (monthly 1,571,091 applications is (disaggregated by gender) average consisting of: (i) 1,977,000 (Text) between June No. of consisting of: 2022- May applications via (i) No. of 2023); No. of online e-Albania: applications applications 970,312 (monthly via online e- via e-Albania average between Albania: for Mobile June 2022- May 1,343,000 472,235 2023); No. of (monthly (monthly applications via e- average average Albania for between June between June Mobile 600,778 2024 - January Feb 10, 2025 Page 11 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 2022- May (monthly average 2025); No. of 2023); No of between June applications beneficiaries 2022- May 2023); via e-Albania of SmartLabs: No of for Mobile 0 (May 2023). beneficiaries of 634,000 (June SmartLabs: 0 2024 - January (May 2023). 2025); No of beneficiaries of SmartLabs: 0. Improved access to digital services by selected target groups Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year (i) general Feb/2023 The missing 10-Jun-2024 There is no 10-Jan-2025 10% increase Mar/2028 population: baseline for the data available on baseline 53%; (ii) poor: disabled was yet on meeting for each 37%; (iii) established and the Y2 target, target group elderly: 14%; the other as this will be (iv) lower baselines were measured Equitable Access: Improved educated updated/finalized. through the access to digital services by women: 21%; There is no data new BI target groups: (i) general and (v) available yet on functionality of population; (ii) poor; (iii) disabled: 10%. meeting the Y1 the upgraded elderly; (iv) lower educated target, as this will e-Albania. women; and (v) disabled be measured However, (Text) through the new progress was BI functionality of made on this the upgraded e- indicator, as Albania. However, AKSHI signed progress was the contract made on this with the Feb 10, 2025 Page 12 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) indicator, as vendor in AKSHI finalized August 2024 the ToRs for the and the upgrade of e- upgrade of e- Albania, which Albania is will facilitate already increased underway. equitable access Once to e-services, as completed, well as its this upgrade measurement. will facilitate increased equitable access to e- services, as well as its measurement. New Digital Service Standards implemented Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year Digital Service Nov/2022 The Y1 target was 10-Jun-2024 Meeting the Y2 10-Jan-2025 Results of Mar/2028 Standards are met, as the target is on assessment of not updated, updated Digital track, as the Digital Service there is no Service Standards upgrade of e- Standards Quality 1: New Digital system for and assessment Albania and compliance is Service Standards assessing plan were the published implemented (Text) compliance adopted through redevelopment an Order signed of e-services by the AKSHI are underway, General Director. two projects Feb 10, 2025 Page 13 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) AKSHI that will incorporated in enable in the the ToRs for the future upgrade of e- monitoring Albania and the compliance redevelopment of with the e-services the service technical standards, as requirements to well as monitor measuring the compliance with subsequent the service targets of this standards. This PDO indicator. will then allow measuring the subsequent targets of this PDO indicator. Decrease in average time taken to deliver selected digital services linked to the six priority LEs Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year 0% (7 days, Jun/2024 The first target for 10-Jun-2024 The first target 10-Jan-2025 20% decrease Mar/2028 Quality 2: Decrease in 14.5 hours; or this PDO indicator for this PDO on baseline average time taken to 182.5 hours) is in Y3. The indicator is in deliver selected digital missing baseline Y3. The missing services linked to six priority was finalized. baseline was LEs (Text) finalized. Feb 10, 2025 Page 14 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 7.2 Intermediate Results Indicators by Results Areas Enhancing E-Service Quality and User Experience Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year 0 new Nov/2022 Y1 target has 10-Jun-2024 Y1 target has 10-Jan-2025 25% increase Mar/2028 functionalities not yet been not yet been in the number (E-Albania last met, but met, but of applications upgraded in progress was progress was made through 2018)Online made, as AKSHI made, as e-Albania and Mobile e- finalized the AKSHI signed Mobile Albania not ToRs for the the contract (including for compliant with upgrade of e- with the climate- Online and Mobile E-Albania latest digital Albania, which vendor in related upgraded based on agile UX, service includes the August 2024 services) and with new functionalities and accessibility establishment and the 20% more compliant with eligible standards667 of the three vendor is eligible accessibility standards services new working on services (Text) available (0 functionalities. the e-Albania including for climate change redesign plan eligible related) and (Y1 target). climate- 344,711 related monthly services can average be applied for applications in e-Albania made on E- Mobile. Albania Mobile Increase in the number of 168 data Nov/2022 There is no Y1 10-Jun-2024 Progress was 10-Jan-2025 30% increase Mar/2028 data exchange use cases and exchange use target for this made towards in use cases Feb 10, 2025 Page 15 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) transactions through the cases and 20.1 indicator, but achieving the and 20% Government Gateway million annual progress was Y2 target, as increase in GG (Text) GG made, as AKSHI the upgrade of transactions transactions is finalizing the GG is (as of ToRs for the underway, November upgrade of GG, which will 2022) which will enable enable increase increase in use in use cases cases and and transactions. transactions. No life-events Nov/2022 Y1 target has 10-Jun-2024 Y1 target has 10-Jan-2025 6 priority LEs Mar/2028 on e-Albania. not yet been not yet been (total) met, but met, but implemented progress was progress was at Level 4 made, as AKSHI made, as finalized the AKSHI is hiring ToRs for e- the expert, Albania and the who will Number of life events-based redevelopment prepare the service groups implemented of electronic as-is-to-be on E-Albania. (Text) services, which assessments will include the and redesign implementation plans for the of Life Events at Life Events at Level 2. AKSHI level 2 and 4 is also working (Y1 target) and on the ToRs to the e-Albania hire an expert upgrade is to prepare the already Feb 10, 2025 Page 16 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) as-is-to-be underway, assessment and which will re-design plan include for Les at Level implementing 4. the Life Events (Y3, 4 and 5 targets). No Omni- Nov/2022 Y1 target has 10-Jun-2024 Y1 and 2 10-Jan-2025 Dashboard Mar/2028 channel not yet been targets have and reports on CivicTech tool met, but not yet been citizen in place.81% progress was met, but feedback user made, as AKSHI progress was updated and satisfaction finalized the made, as the made public with e-Albania ToRs for the upgrade of e- on a quarterly upgarde of e- Albania is basis.Increase Albania, which underway, by 10% in user Citizen feedback mechanism includes the which includes satisfaction on digital services is fully establishment the with e- functional (i.e., feedback of the CivicTech establishment Albania. collected, analyzed, acted tool. Linkages of the upon, disclosed) (Text) to the CivicTech CivicTech tool. tool were also Linkages to incorporated in the CivicTech the ToRs for the tool were also Omni-channel incorporated CC, whih is in the ToRs for currently under the Omni- preparation. channel CC, The initial whih is baseline for currently Feb 10, 2025 Page 17 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) user under satisfaction was preparation. updated to 81%, based on the results of a user survey. 0% of Program- Nov/2022 There is no Y1 10-Jun-2024 There is no Y1 10-Jan-2025 100% of Mar/2028 related ICT target on this target on this annual expenditures indicator, but indicator, but Program- comply with progress was progress was related highest energy made, as all the made towards expenditures standards, ToRs the Y2 target, on ICT other green incorporated as all the ToRs hardware are procurement these climate incorporated ENERGY STAR criteria, or change related these climate certified, 30% Climate change mitigation relevant criteria. change related of annual and adaptation (cross- climate criteria. procurements cutting) increased. (Text) resilience apply other criteria. green procurement criteria, 100% of new ICT hardware apply climate resilience criteria. Improving Digital Skills and Digital Inclusion Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year Feb 10, 2025 Page 18 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 0 Nov/2022 There is no Y1 10-Jun-2024 The Y2 target 10-Jan-2025 Up to 70% of Mar/2028 target on this was achieved, Grade 1-3 indicator, but as the training learners at progress was of 200 schools with made, as the principals and SmartLabs are establishment 600 teachers using Labs of the was consistently SmartLabs is completed in throughout Improved student usage of already December school year SmartLabs (Text) underway and 2024. beneficiaries will start using them from the new school year in September 2024. No Grade 2 Nov/2022 There is no Y1 10-Jun-2024 The Y2 target 10-Jan-2025 50% of Grade Mar/2028 students target on this was achieved, 2 students currently indicator, but as both the ICT achieving level completing progress was equipment 2 or above on Early grade students in digital skills made, as the and furniture ICT Curriculum schools with functioning programs establishment for the Assessment SmartLabs acquiring basic of the SmartLabs was Framework minimum digital SmartLabs is delivered to competencies. (Text) already the schools. underway and beneficiaries will start using them from the Feb 10, 2025 Page 19 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) new school year in September 2024 (Y2 target). Omnichannel Nov/2022 Y1 target is 10-Jun-2024 Y1 target is 10-Jan-2025 AVA Mar/2028 Contact Center close to being close to being implemented not in met, as AKSHI is met, as AKSHI and 10 place.AVA not finalizing the is finalizing the services (total) in place and draft ToRs for draft ToRs for operational not embedded the Omni- the Omni- through it. New Omnichannel Contact in channel channel Center fully functional Omnichannel Contact Center Contact (Text) Contact and the AVA. Center and the Center. AVA. Once the vendor is hired, it will establish the OCCC (Y2 target). 0 Nov/2022 Y1 target has 10-Jun-2024 Y1 target has 10-Jan-2025 30,000 tickets Mar/2028 not yet been not yet been resolved at met, but met, but InfoPoint as progress was progress was per service Multi-functional YICs made, as AKSHI made, as standard.3000 established and fully is working on AKSHI youth certified operational. (Text) the draft ToRs completed the in digital skills. for the YIC, ToRs for the which will also YIC. Once the include the vendor is Feb 10, 2025 Page 20 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) model for the hired, it will YIC. develop the YIC model (Y1 target) and make the YICs functional (Y2 target). Strengthening Priority GovTech Enablers Baseline Actual (Previous) Actual (Current) Closing Period Indicator Name Value Month/Year Value Date Value Date Value Month/Year Albanian Nov/2022 Y1 target met, 10-Jun-2024 Y2 target met, 10-Jan-2025 GDPR- Mar/2028 interoperability as AKSHI as the Law no. compliant data framework approved the 124/2024, "On processing (2014) not update of the the Protection agreements updated Albanian of Personal implemented interoperability Data," has in E-Albania framework been (AKSHI) and in (2014) to align approved by 5 other Strengthened data it with EIF 2.0. the Albanian institutions. protection and Parliament. It interoperability (Text) is now awaiting the President’s decree before being published in the Official Gazette. Feb 10, 2025 Page 21 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 20 institutions Nov/2022 Y1 target has 10-Jun-2024 Y1 and 2 10-Jan-2025 70% increase Mar/2028 and 8 not yet been targets have in monthly ministries met, but not yet been average publish OD but progress was met, but downloads not according made.The ToRs progress was from OD to OD good for the ODRA made. AKSHI is Portal. practice. OD were finalized, finalizing the portal not but the hiring hiring of a firm upgraded of a firm to to complete based on conduct the the ODRA (Y1 Increase in Open Data UX.Monthly ODRA is target), as well availability and usage (Text) average Open delayed, as no as the Data Portal proposals were inventory of downloads is received. AKSHI datasets (Y2 400 (TBC) (as will re-launch target). of November the 2022). procurement and the ODRA is expected to be completed ODRAy end of 2024. Increase in % of eligible 0 of eligible Nov/2022 AKSHI finalized 10-Jun-2024 The target for 10-Jan-2025 60% of eligible Mar/2028 digital services connected to digital services and confirmed year 1 was digital services the enhanced SQDNE connected to the ToRs for the met, as AKSHI connected to monitoring system (SQDNE) the enhanced upgrade of the finalized and the enhanced and decrease in time (Days) SQDNE service SQDNE (Y1 confirmed the SQDNE service for public institutions to delivery target). The ToRs for the delivery reply to other public monitoring firm was hired upgrade of the monitoring institutions (EDRMS) (Text) system.22 and the SQDNE SQDNE. The system.15 Feb 10, 2025 Page 22 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) working days is expected to upgrading of working days (on average). be upgraded by SQDNE is (on average). January 2025. currently underway and is expected to be met on time (Y2 target). Priority Nov/2022 There is no Y1 10-Jun-2024 Target 3 was 10-Jan-2025 New Digital Mar/2027 GovTech target on this met ahead of Strategy 2027- institutional indicator, but time, as the 2031 or enablers not progress was Law no. Extended approved. made, as AKSHI 43/2023 on E- Action Plan is working on Government (2026-2028) the has been approved. amendments to amended by the e- Law no. Government 100/2024, Priority GovTech enabling Law (not yet adopted on reforms adopted (Text) approved, but 12.09.2024. Y3 target) and it The is now hiring an amendment expert to work was published on the strategy in the Official (Y4 target). Gazette no. 168, dated 03.10.2024 (Y3 target). The Y2 target is on track, as the Feb 10, 2025 Page 23 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) transposition of EU Directive 2016/2102 was drafted and is expected to be approved by end of 2025 CY. 7.3 Disbursement Linked Indicators (DLI) Actual (Previous) Actual (Current) PBC Name Baseline Closing Period Value Date Value Date Y1 target has not Number of service Y1 target has not yet 0 new functionalities yet been met, but applications been met, but in e-Albania online progress was made, through e-Albania progress was made, and Mobile Online as AKSHI finalized Mobile, including as AKSHI signed the 1:Re-Engineering of and Mobile e-Albania the ToRs for the for climate- contract with the E-Albania based on Value not compliant with upgrade of e- related services, vendor in August Accessibility and eligible accessibility Albania, which 10-Jun-2024 increased by 25% 2024 and the vendor 10-Jan-2025 User Experience standards 344,711 includes the (compared to is working on the e- (UX) (Text) applications via e- establishment of baseline) (USD2.5 Albania redesign plan Albania Mobile the three new million, EUR2.3 (Y1 target). functionalities. million) Allocated 0.00 0.00 2,500,000.00 Amount Feb 10, 2025 Page 24 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) DLI allocation 6,000,000.00 The Prior Result "Adoption of updated Digital The Prior Result Service Standards "Adoption of and assessment plan" updated Digital was achieved. AKSHI Service Standards is hiring the expert, 6 priority life Digital Service and assessment who will prepare the events Standards not plan" was achieved. 2:Ensuring High as-is-to-be implemented at updated, no system AKSHI is finalizing Standard, assessments and Level 4 plus 1 Value for assessing the ToRs for the Personalized and redesign plans for Climate Change compliance and no expert, who will be 10-Jun-2024 10-Jan-2025 Pro-Active Event- the 6 Life Events at life event at Level life-events on e- hired to prepare based E-Service Re- level 4 (Y1 target) 2 (USD4 million, Albania. the as-is-to-be organization (Text) and the e-Albania EUR3.7 million) assessments and upgrade is already redesign plans for underway, which will the 6 Life Events at include the level 4. regrouping of e- services in Life Events at Level 2 (Y2 target). Allocated 0.00 0.00 4,000,000.00 Amount DLI allocation 11,000,000.00 The Y1 DLR is The Y1 DLR was GG is not upgraded partially achieved. achieved, as the ToR 3:Upgrading the E- 168 data exchange The ToR for the for the hardware for Services Backbone Value use cases and 20.1 10-Jun-2024 10-Jan-2025 - hardware for GG GG was approved by (Text) mln. annual GG was approved by AKSHI in March 2024, transactions AKSHI in March whereas the ToR for Feb 10, 2025 Page 25 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) 2024, whereas the the software for the ToR for the GG was approved by software for the GG AKSHI in August is expected to be 2024. This DLI has no approved by AKSHI Y2 target. in July 2024. Allocated 0.00 0.00 0.00 Amount DLI allocation 4,000,000.00 The SmartLabs Implementation Plan was formally % of early grade adopted by the students (1-3) in There is no SmartLab inter-institutional schools with Performance SmartLabs Working functional Monitoring Plan0 Group on 4:Increasing the The DLRs in Y2 and SmartLab principals and December 1, 2023 Proportion of Early Y3 were both achieving basic teachers trained0 of (DLR 4.1 achieved Grade Students Value achieved and are minimum digital the 200 pilot and disbursement Achieving Basic 10-Jun-2024 currently undergoing 10-Jan-2025 skills SmartLabs completed). Minimum Digital verification. competencies as functional0 of Grade Progress was made Skills Competencies prescribed in ICT 1-Grade 3 learners towards the Y2 DLR, (Text) curricula (USD6 using SmartLabs as the 200 million, EUR5.5 principals and 600 million) teachers are to be trained by end of CY 2024. Allocated 0.00 0.00 6,000,000.00 Amount Feb 10, 2025 Page 26 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) DLI allocation 14,000,000.00 Y1 target has not Y1 and 2 targets have Omni-channel yet been met, but not yet been met, 30,000 tickets Contact Center and progress was made, but progress was resolved at AVA not in place0 as AKSHI is working made, as AKSHI is InfoPoint in YIC as 5:Improving Youth Innovation Value on the ToRs for the finalizing the ToRs for per service Customer Service Centers..0 of contact Omni-Channel 10-Jun-2024 the Omni-Channel 10-Jan-2025 standard (USD3 and Accessibility center tickets and Contact Center and Contact Center and million, EUR 2.8 (Text) InfoPoint tickets the AVA, as well as the AVA, as well as million) resolved the one on the YIC. the one for the YIC. Allocated 0.00 0.00 3,000,000.00 Amount DLI allocation 10,000,000.00 Albanian interoperability framework (2014) not updated.0 of 5 DLR 6.1 for Y1 was pilot institutions achieved, as AKSHI DLR 6.1 for Y1 was publish datasets in approved the achieved, as AKSHI 6:Strengthening accordance with update of the approved the update GovTech Whole-of- Value Open Data Albanian 10-Jun-2024 of the Albanian 10-Jan-2025 - Government: Data standards.GDPR- interoperability interoperability Governance (Text) compliant data framework (2014) framework (2014) to processing to align it with EIF align it with EIF 2.0. agreements not 2.0. implemented in e- Albania or public institutions. Feb 10, 2025 Page 27 of 28 The World Bank Implementation Status & Results Report Improving Equitable Access To High Standard Public Services Through Govtech (P177845) Allocated 0.00 0.00 0.00 Amount DLI allocation 8,000,000.00 There is no Y1 0 of eligible digital target on this There is no Y1 target services connected to indicator, but on this indicator, but enhanced SQDNE 7:Enhancing progress was made, progress was made, monitoring GovTech Whole-of- Value as AKSHI finalized as AKSHI finalized - systemNew Digital Government: and confirmed the 10-Jun-2024 and confirmed the 10-Jan-2025 Strategy/Extended Institutional ToRs for the ToRs for the upgrade Action Plan not Enablers (Text) upgrade of the of the SQDNE. approved SQDNE. Allocated 0.00 0.00 0.00 Amount DLI allocation 7,000,000.00 Feb 10, 2025 Page 28 of 28