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Government Of Assam Administrative Reforms and Training

Assam Citizen-Centric Service Delivery Project

The Assam Citizen-Centric Service Delivery Project is a key project of the governemnt of Assam, being run by the Department of Admin Reforms and Training. It is aimed at providing citizens of Assam, particularly in tribal districts, access to public services in a timely efficient and accountable manner. This project is being supported by The World Bank.

The $39.20 million Project, approved by the World Bank Board of Executive Directors, will help the State overcome challenges of topography and poor connectivity by moving public services closer to the people.

Aimed at facilitating the implementation of state’s Right to Public Services (RTPS) Act, the project will help departments with a large public interface restructure their processes and set up e-platforms so that citizens can access services digitally.  This blend of technological intervention and administrative reform will be initiated for 18 key services in four major government agencies, including the Transport, Revenue, and Welfare Departments as well as the Guwahati Municipal Corporation.

The initiative will cover the various government authorizations, approvals, licenses or certificates needed to secure core social services or to access government records such as those pertaining to land and property.  In the case of the Guwahati Municipal Corporation, the project will focus on issuing birth and death certificates, trade licenses and building authorizations.

The $39.20 million loan from the International Bank for Reconstruction and Development (IBRD), has a 5-year grace period, and a maturity of 19 years.

The agreements for the Assam Citizen-Centric Service Delivery Project were signed by Raj Kumar, Joint Secretary, Department of Economic Affairs, Ministry of Finance, on behalf of the Government of India; V B Pyrarelal, Additional Chief Secretary, Finance Department, on behalf of the Government of Assam; and Hisham Abdo, Operations Manager and Acting Country Director, World Bank, on behalf of the World Bank.


The development objective of the Assam Citizen-Centric Service Delivery Project for India is to improve access in the delivery of selected public services in Assam. The project comprises two components:

  1. The first component is technical assistance to support implementation of the government programme and the achievement of the project development objective (PDO). It consists of following sub-components:
    (i) strengthening right to public services (RTPS) implementation
    (ii) supporting process re-engineering in selected services
    (iii) setting up public facilitation centers
    (iv) promoting citizen engagement
  2. The second component, results-based financing, aims to support the Government of Assam to implement critical public management reforms related to delivery of public services.

To know more about the project, Click Here