Citizen-Centric Service Delivery Project

Abstract*

The development objective of the Citizen-Centric Service Delivery Project is to improve the efficiency of delivery and access to selected administrative services in Albania. The project has three components. Component one supports enhancements of the backend systems: business process reengineering of services, building new IT systems and automation of services. Component two supports enhancements to the citizen interface with service delivery: reforming... Show More

Development Objective

The development objective of the project is to improve the efficiency of delivery and access to selected administrative services in Albania.

Key Details

Project Details

Project ID
P151972
Status
Closed
Team Leader
Simon O'Meally , Zahid Hasnain
Borrower 2
Republic of Albania

Country
Albania
Disclosure Date
June 25, 2015
Approval Date
(as of board presentation)
August 25, 2015
Effective Date
March 22, 2016

Total Project Cost 1
US$ 74.10 million
Implementing Agency
Agency for Delivery of Integrated Services in Albania (ADISA)
Region
Europe and Central Asia
Fiscal Year 3
2016

Commitment Amount
US$ 32.00 million
Environmental Category
B
Last Update Date
July 15, 2022
Closing Date
December 31, 2020

Consultant Services required
TBD
Last Stage Reached
BANK APPROVED

Notes
1. Total project cost includes funding from World Bank and non-bank sources in US$ millions. Active and Closed projects show current commitments. Proposed (pipeline) and dropped projects show the forecast amount. The commitment amount for projects in the pipeline is indicative and may be modified during the project preparation.
2. Borrower refers to the Borrower of a Loan or Recipient of a Grant.
3. ”Fiscal Year” is the fiscal year in which the project was approved (or dropped if the status is dropped). The World Bank's fiscal year is from July 1 - June 30. For example, a fiscal year of 1996 corresponds to July 1, 1995 - June 30, 1996.

Sectors

Themes

FY17 - Public Sector Management

FY17 - Public Administration83%
- FY17 - Administrative and Civil Service Reform24%
- FY17 - E-Government, incl. e-services41%
- FY17 - Transparency, Accountability and Good Governance18%

FY17 - Social Development and Protection

FY17 - Social Inclusion18%
- FY17 - Indigenous People and Ethnic Minorities6%
- FY17 - Other Excluded Groups6%
- FY17 - Participation and Civic Engagement6%

Project Map

Interactive Map

Finances

Financing Plan (US$ Millions)

Financier	Commitments
International Bank for Reconstruction and Development	32.00
Borrower/Recipient	42.10

Total Project Financing (US$ Millions)

Product Line	IBRD/IDA
IBRD Commitment	32.00
IDA Commitment	N/A
IBRD + IDA Commitment	32.00

Lending Instrument
Grant Amount	N/A
Total Project Cost**	74.10

Summary Status of World Bank Financing (US$ Millions) as of February 28, 2025

No data available.

Detailed Financial Activity as of February 28, 2025

Download:

Period	Financier	Transaction Type	Amount (US$)
Jun 10, 2016	IBRD-85210	Loan Disb	-898,185.06
Nov 7, 2016	IBRD-85210	Loan Disb	278,539.90
Jun 7, 2016	IBRD-85210	Loan Disb	454,400.00
Dec 28, 2016	IBRD-85210	Loan Disb	304,804.06
Jan 15, 2017	IBRD-85210	Int Charges	32,020.46
Jan 15, 2017	IBRD-85210	Int Charges	23,558.03
Jan 15, 2017	IBRD-85210	Int Charges	1,889.72
Jan 15, 2017	IBRD-85210	Int Charges	659.99
Jun 22, 2017	IBRD-85210	Loan Disb	327,820.06
Nov 9, 2017	IBRD-85210	Loan Disb	4,248,600.00
Apr 18, 2017	IBRD-85210	Loan Disb	353,628.40
Jul 15, 2017	IBRD-85210	Int Charges	94.11
Jul 15, 2017	IBRD-85210	Int Charges	31,107.00
Jul 15, 2017	IBRD-85210	Int Charges	32,171.48
Aug 25, 2015	IBRD-85210	Loan Commitment	32,000,000.00
Jan 15, 2024	IBRD-85210	Int Charges	718,373.50
Jan 15, 2024	IBRD-85210	Loan Repay	1,184,373.80
Jul 15, 2024	IBRD-85210	Int Charges	674,604.20
Jul 15, 2024	IBRD-85210	Loan Repay	1,180,532.50
Jan 15, 2023	IBRD-85210	Int Charges	211,228.61
Jan 15, 2023	IBRD-85210	Loan Repay	1,169,928.20
Jul 15, 2023	IBRD-85210	Int Charges	582,336.56
Jul 15, 2023	IBRD-85210	Loan Repay	1,214,076.50
Jan 15, 2022	IBRD-85210	Int Charges	-712.06
Jan 15, 2022	IBRD-85210	Int Charges	712.06
Jan 15, 2022	IBRD-85210	Int Charges	79,900.76
Apr 27, 2021	IBRD-85210	Loan Disb	686,168.30
Jul 15, 2021	IBRD-85210	Int Charges	2,230.47
Jul 15, 2021	IBRD-85210	Int Charges	77,573.38
Jul 15, 2021	IBRD-85210	Int Charges	585.05
Jul 15, 2021	IBRD-85210	Int Charges	1,005.61
Apr 30, 2021	IBRD-85210	Loan Cancel	1,442,867.40
Jul 15, 2022	IBRD-85210	Int Charges	66,806.89
Aug 11, 2020	IBRD-85210	Loan Disb	302,183.12
Jul 15, 2020	IBRD-85210	Int Charges	90,024.09
Jul 15, 2020	IBRD-85210	Int Charges	9,117.36
Jan 15, 2021	IBRD-85210	Int Charges	97,418.83
Dec 28, 2020	IBRD-85210	Loan Disb	121,945.00
Dec 28, 2020	IBRD-85210	Loan Disb	387,508.53
Dec 28, 2020	IBRD-85210	Loan Disb	4,390,020.00
Jan 15, 2021	IBRD-85210	Int Charges	8,294.05
Apr 6, 2021	IBRD-85210	Loan Disb	22,487.40
Apr 29, 2021	IBRD-85210	Loan Disb	-64.93
Apr 29, 2021	IBRD-85210	Loan Disb	-1,107.67
Mar 14, 2019	IBRD-85210	Loan Disb	383,523.16
Jul 15, 2019	IBRD-85210	Int Charges	1,968.25
Jul 15, 2019	IBRD-85210	Int Charges	3,858.85
Jul 15, 2019	IBRD-85210	Int Charges	13,082.11
Jul 15, 2019	IBRD-85210	Int Charges	85,944.90
Oct 8, 2019	IBRD-85210	Loan Disb	313,902.60
Aug 23, 2019	IBRD-85210	Loan Disb	2,211,000.00
Feb 3, 2020	IBRD-85210	Loan Disb	280,211.20
Sep 19, 2019	IBRD-85210	Loan Disb	171,036.10
Jan 15, 2020	IBRD-85210	Int Charges	10,421.40
Jan 15, 2020	IBRD-85210	Int Charges	82,285.45
May 14, 2020	IBRD-85210	Loan Disb	539,600.00
Jul 15, 2017	IBRD-85210	Int Charges	41.15
Oct 13, 2017	IBRD-85210	Loan Disb	308,020.34
Jan 15, 2018	IBRD-85210	Int Charges	30,911.88
Jan 15, 2018	IBRD-85210	Int Charges	42,457.26
Jan 23, 2018	IBRD-85210	Loan Disb	396,346.10
Jan 15, 2018	IBRD-85210	Int Charges	56.69
Jan 15, 2018	IBRD-85210	Int Charges	120.33
Jul 15, 2018	IBRD-85210	Int Charges	24,868.99
Jul 15, 2018	IBRD-85210	Int Charges	51,382.91
Nov 9, 2018	IBRD-85210	Loan Disb	3,179,260.00
Jan 15, 2019	IBRD-85210	Int Charges	21,175.62
Jan 15, 2019	IBRD-85210	Int Charges	56,383.38
Oct 22, 2018	IBRD-85210	Loan Disb	351,069.30
Nov 20, 2018	IBRD-85210	Loan Disb	5,201,560.00
Mar 22, 2016	IBRD-85210	Loan Disb	82,131.56
Mar 22, 2016	IBRD-85210	Fee Charges	82,131.56
Mar 22, 2016	IBRD-85210	Loan Disb	986,118.10
Jul 15, 2016	IBRD-85210	Int Charges	51,103.05
Jul 15, 2016	IBRD-85210	Int Charges	3,220.03
Sep 16, 2016	IBRD-85210	Loan Disb	337,944.44
Jan 26, 2017	IBRD-85210	Loan Disb	1,395,095.00
Jun 22, 2016	IBRD-85210	Loan Disb	5,075,080.00

Footnotes

Ratings

IMPLEMENTATION RATINGS

Name	Review	Date
Progress towards achievement of PDO	Satisfactory	2020-12-18
Financial Management	Satisfactory	2020-12-18
Monitoring and Evaluation	Satisfactory	2020-12-18
Overall Implementation Progress (IP)	Moderately Satisfactory	2020-12-18
Counterpart Funding	Satisfactory	2020-12-18
Procurement	Satisfactory	2020-12-18
Project Management	Satisfactory	2020-12-18

COMPLETION RATINGS

INDICATOR	IMPLEMENTATION COMPLETION & RESULTS REPORT: 06-21-2021
Outcomes	Substantial
Risk to Development Outcome
Bank Performance	Substantial
Borrower Performance
Government Performance
Implementing Agency

INDEPENDENT EVALUATION RATINGS

INDICATOR	ICR REVIEW:	PROJECT PERFORMANCE ASSESSMENT REPORT:
Outcome Rating	Satisfactory	N/a
Risk To Development Outcome		N/a
Bank Performance	Satisfactory	N/a
Borrower Performance		N/a
Government Performance	Not Rated	N/a
Implementing Agency		N/a
Icr Quality	Substantial	N/a
M&e Quality	Substantial	N/a

Results Framework

PROJECT DEVELOPMENT OBJECTIVE INDICATORS

INDICATOR		BASELINE	CURRENT	TARGET

Time taken to obtain motor vehicle registration Value 5.30 4.00 0.00
Date May 31, 2016 December 31, 2020
Comment

Access to services for the poor and vulnerable: Percentage of the poor who stated that receiving services from institutions contacted was "easy" or "very easy"	Value	50.00	70.00	0.00
	Date	May 31, 2016	December 31, 2020
	Comment

Time taken to process old age pension application Value 53.00 40.00 0.00
Date May 31, 2016 December 31, 2020
Comment

Access to the poor and vulnerable: Percentage of the Roma who stated that receiving services from institutions contacted was "easy"or "very easy"	Value	52.00	72.00	0.00
	Date	May 31, 2016	December 31, 2020
	Comment

Time taken to obtain health insurance card Value 5.50 4.00 0.00
Date May 31, 2016 December 31, 2020
Comment

Access to services for the poor and vulnerable: Percentage of females who stated that receiving services from institutions contacted was "easy" or "very easy"	Value	50.00	71.00	0.00
	Date	May 31, 2016	December 31, 2020
	Comment

INTERMEDIATE RESULTS INDICATORS

INDICATOR		BASELINE	CURRENT	TARGET

Agencies with new or enhanced backend IT systems to improve service delivery Value 0.00 8.00 3.00
Date April 29, 2015 December 31, 2020
Comment
Services offered with improved customer service front office interface Value 0.00 130.00 70.00
Date April 29, 2015 December 31, 2020
Comment
Number of institutions with proactive citizen feedback mechanisms implemented Value 1.00 8.00 5.00
Date April 29, 2015 December 31, 2020
Comment
Priority services with business process reengineered Value 0.00 100.00 70.00
Date April 29, 2015 December 31, 2020
Comment
Services with information available on multiple platforms Value 0.00 130.00 0.00
Date April 29, 2015 December 31, 2020
Comment
Institutional pre-requisites of Citizen Centric Service Delivery Program Value No Yes
Date April 29, 2015 December 31, 2020
Comment
New services with level 3 automation Value 0.00 75.00 35.00
Date June 15, 2015 December 31, 2020
Comment
Institutions with key performance indicators reported and quarterly performance reports circulated Value 0.00 8.00 4.00
Date April 29, 2015 December 31, 2020
Comment
Number of registered users accessing e-government services (as percentage of adult population) Value 2.25 3.60 0.00
Date December 31, 2015 December 31, 2020
Comment
The amount of data prefilled in public services' online forms Value 58.40 71.00 0.00
Date December 30, 2016 December 31, 2020
Comment

Time taken to obtain motor vehicle registration	Value	5.30	4.00	0.00
	Date	May 31, 2016	December 31, 2020
	Comment

Time taken to process old age pension application	Value	53.00	40.00	0.00
	Date	May 31, 2016	December 31, 2020
	Comment

Time taken to obtain health insurance card	Value	5.50	4.00	0.00
	Date	May 31, 2016	December 31, 2020
	Comment

Number of institutions with proactive citizen feedback mechanisms implemented	Value	1.00	8.00	5.00
	Date	April 29, 2015	December 31, 2020
	Comment

New services with level 3 automation	Value	0.00	75.00	35.00
	Date	June 15, 2015	December 31, 2020
	Comment

Number of registered users accessing e-government services (as percentage of adult population)	Value	2.25	3.60	0.00
	Date	December 31, 2015	December 31, 2020
	Comment

The amount of data prefilled in public services' online forms	Value	58.40	71.00	0.00
	Date	December 30, 2016	December 31, 2020
	Comment