Document of The World Bank FOR OFFICIAL USE ONLY Public Disclosure Authorized Report No: PAD1175 INTERNATIONAL DEVELOPMENT ASSOCIATION PROJECT APPRAISAL DOCUMENT ON A PROPOSED CREDIT Public Disclosure Authorized IN THE AMOUNT OF US$ 35 MILLION (SDR 25.4 MILLION, ESTIMATE) TO THE REPUBLIC OF INDIA FOR A CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT Public Disclosure Authorized DECEMBER 18, 2015 GOVERNANCE GLOBAL PRACTICE SOUTH ASIA Public Disclosure Authorized This document has a restricted distribution and may be used by recipients only in the performance of their official duties. Its contents may not otherwise be disclosed without World Bank authorization. CURRENCY EQUIVALENTS Currency Unit = US DOLLARS FISCAL YEAR April 1 – March 31 ABBREVIATIONS AND ACRONYMS BPL Below Poverty Line CSC Citizen Service Centers DLI Disbursement Linked Indicators DoIT Department of Information Technology EEP Eligible Expenditures Programs FGDs Focused Group Discussions GIS Geographic Information Systems GPR Government Process Re-engineering GoI Government of India GoMP Government of Madhya Pradesh GRS Grievance Redress Service IA Implementing Agency ICT Information and Communication Technologies IEC Information, Education and Communication INR India Rupees IUFR Interim Unaudited Financial Report LIS Low-Income States LSK Lok Sewa Kendras M&E Monitoring and Evaluation MAPIT Madhya Pradesh Agency for Promotion of Information Technology MP Madhya Pradesh MPSAPS Madhya Pradesh State Agency for Public Services MPSEDC Madhya Pradesh State Electronics Development Corporation MPSWAN MP State Wide Area Network NSS National Sample Survey OBC Other Backward Caste PCMC Procurement and Contracts Management Cell PPP Private Public Partnerships PSGA Public Services Guarantee Act PSMD Department of Public Service Management RTPS Right to Public Services SAPS State Agency for Public Services SC Scheduled Caste SDS Service Delivery Support ST Scheduled Tribe TA Technical Assistance TDP Tribal Development Plan VA Verification Agent VGF Viability Gap Funding VLPs Village level providers Regional Vice President: Annette Dixon Country Director: Onno Ruhl Senior Global Practice Director: James A. Brumby Practice Manager / Manager: Alexandre Arrobbio Task Team Leaders: Ana Bellver Vázquez-Dodero and Vikram Menon INDIA CITIZEN ACCESS TO RESPONSIVE SERVICES TABLE OF CONTENTS Page I. STRATEGIC CONTEXT .................................................................................................1 A. Country Context ............................................................................................................ 1 B. Sectoral and Institutional Context ................................................................................. 2 C. Higher Level Objectives to which the Project Contributes .......................................... 4 II. PROJECT DEVELOPMENT OBJECTIVES ................................................................5 A. PDO............................................................................................................................... 5 Project Beneficiaries ........................................................................................................... 5 PDO Level Results Indicators ............................................................................................. 5 III. PROJECT DESCRIPTION ..............................................................................................6 A. Project Components ...................................................................................................... 6 B. Project Financing .......................................................................................................... 8 i. Lending Instrument .......................................................................................................... 8 ii. Project Cost and Financing ............................................................................................. 8 C. Lessons Learned and Reflected in the Project Design .................................................. 9 IV. IMPLEMENTATION .....................................................................................................10 A. Institutional and Implementation Arrangements ........................................................ 10 B. Results Monitoring and Evaluation ............................................................................ 10 C. Sustainability............................................................................................................... 11 V. KEY RISKS AND MITIGATION MEASURES ..........................................................11 Overall Risk Rating and Explanation of Key Risks.......................................................... 11 VI. APPRAISAL SUMMARY ..............................................................................................12 A. Economic and Financial Analysis ............................................................................... 12 B. Technical ..................................................................................................................... 12 C. Financial Management ................................................................................................ 13 D. Procurement ................................................................................................................ 14 E. Social (including Safeguards) ..................................................................................... 14 F. Environment (including Safeguards) .......................................................................... 15 G. World Bank Grievance Redress 15 Annex 1: Results Framework and Monitoring .........................................................................16 Annex 2: Detailed Project Description .......................................................................................25 Annex 3: Implementation Arrangements ..................................................................................36 Annex 4: Implementation Support Plan ....................................................................................50 Annex 5: Poverty and Social Inclusion Profile of Madhya Pradesh .....................................50 Annex 6: Barriers to Accessing Services ...................................................................................50 Annex 7: Implementation of the 2010 Public Service Guarantee Act ....................................70 PAD DATA SHEET India IN: CITIZEN ACCESS TO RESPONSIVE SERVICES PROJECT (P149182) PROJECT APPRAISAL DOCUMENT SOUTH ASIA 0000009063 Report No.: PAD1175 Basic Information Project ID EA Category Team Leader(s) P149182 C - Not Required Ana Bellver Vazquez- Dodero,Vikram Menon Lending Instrument Fragile and/or Capacity Constraints [ ] Investment Project Financing Financial Intermediaries [ ] Series of Projects [ ] Project Implementation Start Date Project Implementation End Date 01-Apr-2016 31-Mar-2021 Expected Effectiveness Date Expected Closing Date 15-Mar-2016 31-Mar-2021 Joint IFC No Practice Senior Global Practice Country Director Regional Vice President Manager/Manager Director Alexandre Arrobbio James A. Brumby Onno Ruhl Annette Dixon Borrower: Department of Economic Affairs, Ministry of Finance, Government of India Responsible Agency: Department of Public Service Management of Madhya Pradesh Contact: Mr. Hari Ranjan Rao Title: Secretary Telephone No.: 07552441332 Email: [email protected] Responsible Agency: State Agency for Public Services Contact: Mr Selvendran Title: Executive Director Telephone No.: 07552518586 Email: [email protected] Project Financing Data(in USD Million) [ ] Loan [ ] IDA Grant [ ] Guarantee [ X ] Credit [ ] Grant [ ] Other Total Project Cost: 50.00 Total Bank Financing: 35.00 Financing Gap: 0.00 Financing Source Amount BORROWER/RECIPIENT 15.00 International Development Association (IDA) 35.00 Total 50.00 Expected Disbursements (in USD Million) Fiscal 2016 2017 2018 2019 2020 2021 0000 0000 0000 0000 Year Annual 6.00 6.10 6.60 6.60 5.60 4.10 0.00 0.00 0.00 0.00 Cumulati 6.00 12.10 18.70 25.30 30.90 35.00 0.00 0.00 0.00 0.00 ve Institutional Data Practice Area (Lead) Governance Contributing Practice Areas Cross Cutting Topics [ ] Climate Change [ ] Fragile, Conflict & Violence [ X ] Gender [ ] Jobs [ X ] Public Private Partnership Sectors / Climate Change Sector (Maximum 5 and total % must equal 100) Major Sector Sector % Adaptation Mitigation Co-benefits % Co-benefits % Public Administration, Law, and Sub-national government 70 Justice administration Public Administration, Law, and Public administration- 30 Justice Information and communications Total 100 I certify that there is no Adaptation and Mitigation Climate Change Co-benefits information applicable to this project. Themes Theme (Maximum 5 and total % must equal 100) Major theme Theme % Public sector governance Other public sector governance 40 Public sector governance e-Government 30 Social dev/gender/inclusion Gender 30 Total 100 Proposed Development Objective(s) 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. Components Component Name Cost (USD Millions) Component 1. Results-based financing. 25.00 Component 2. Technical Assistance. 10.00 Systematic Operations Risk- Rating Tool (SORT) Risk Category Rating 1. Political and Governance Moderate 2. Macroeconomic Low 3. Sector Strategies and Policies Moderate 4. Technical Design of Project or Program