Online Monitoring Platform of the Public Administration Reform

Full Action Plan

Public Administration Reform Action Plan for 2019 - 2020

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In order to implement in-depth Public Administration Reform in 2015 the Government of Georgia approved the Public Administration Reform Roadmap 2020. The Roadmap addresses six directions: Policy Planning and Coordination, Civil Service and Human Resource Management, Accountability, Public Service Delivery, Public Finance Management and Local Self-Government.

For implementing the Public Administration Reform, the Government of Georgia, once in every two years approves the Public Administration Reform Action Plan. Within the EU-funded project "Contributing to PAR through Civic Monitoring and Engagement" the Institute for Development of Freedom of Information (IDFI) in cooperation with the Georgian Young Lawyers’ Association (GYLA) monitors the directions of Policy Planning and Coordination, Accountability, Public Service Delivery and Public Finance Management.

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Public Service Delivery

Objective 4.1. Develop a unified standard for Public Service development focusing on citizen engagement in order to ensure citizen-oriented service delivery			Unimplemented	(1)

Outcome Indicator	Baseline	Target	Verification Source
Number of developed/adapted services at central level that are in compliance with PSDP standards	0	15	List of created/adapted services	Unimplemented	(1) Number of developed/adapted services at central level that are in compliance with PSDP standards Hi there! 17/04/2022

Activity 4.1.1. Policy document on Evaluation, Delivery, Quality Assurance and Costing of public services is submitted to the Government			Partly Implemented	(1) Activity 4.1.1. Policy document on Evaluation, Delivery, Quality Assurance and Costing of public services is submitted to the Government Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Policy document is discussed with all interested parties and submitted to the Government	Government meeting Agenda	Ministry of Justice of Georgia	AoG	19 09	Administrative Expenses	Partly Implemented	(1) Policy document is discussed with all interested parties and submitted to the Government Hi there! 17/04/2022

Activity 4.1.2. Develop Service Design guideline and instructions including approaches and methodologies for user/customer engagement in the process of service development			Partly Implemented	(1) Activity 4.1.2. Develop Service Design guideline and instructions including approaches and methodologies for user/customer engagement in the process of service development Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.1.2.1. The guideline and instructions on service design are developed	Roadmap and instructions on the service design	Public Service Development Agency, Ministry of Justice of Georgia	PAR Service delivery WG member agencies	19 12	Administrative Expenses	Fully Implemented	(1) 4.1.2.1. The guideline and instructions on service design are developed Hi there! 17/04/2022
4.1.2.2. Service design Guideline and Instructions are presented to the public	Presentation of the meeting organizer	Public Service Development Agency, Ministry of Justice of Georgia	PAR Service delivery WG member agencies	19 12	administrative Expenses	Unimplemented	(1) 4.1.2.2. Service design Guideline and Instructions are presented to the public Hi there! 17/04/2022

Activity 4.1.3. Develop Service Design training module			Partly Implemented	(1) Activity 4.1.3. Develop Service Design training module Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.1.3.1. The training module is integrated into at least 1 Training Center's curriculum and is available for any applicant	Curriculum of the training course	Training Center of Justice of Georgia	PSDA, MOJ; AOG	20 03	70600	Partly Implemented	(1) 4.1.3.1. The training module is integrated into at least 1 Training Center's curriculum and is available for any applicant Hi there! 17/04/2022
4.1.3.2. At least 3 employees of all service provider agencies have undergone the training	Curriculum of the training course	Training Center of Justice of Georgia	PSDA, MOJ; AOG	20 03	70600	Partly Implemented	(1) 4.1.3.2. At least 3 employees of all service provider agencies have undergone the training Hi there! 17/04/2022

Objective 4.2. Improve access to public services through introducing a unified user-oriented standards of service delivery			Unimplemented	(1)

Outcome Indicator	Baseline	Target	Verification Source
Number of developed/adapted services at central level that are in compliance with unified standard requirements	0	15	List of developed/adapted services	Unimplemented	(1) Number of developed/adapted services at central level that are in compliance with unified standard requirements Hi there! 17/04/2022

Activity 4.2.1. Elaborate legislative amendments on Public services			Partly Implemented	(1) Activity 4.2.1. Elaborate legislative amendments on Public services Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Amendments to the law is submitted to the Government	Government meeting Agenda	Public Service Development Agency, Ministry of Justice of Georgia	AoG	19 12		Unimplemented	(1) Amendments to the law is submitted to the Government Hi there! 17/04/2022
List of stakeholders involved in drafting legislative amendments		Public Service Development Agency, Ministry of Justice of Georgia		19 12		Partly Implemented	(1) List of stakeholders involved in drafting legislative amendments Hi there! 17/04/2022

Activity 4.2.2. Elaborate Standard Operating Procedures of Service Delivery			Fully Implemented	(1) Activity 4.2.2. Elaborate Standard Operating Procedures of Service Delivery Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Standard Operating Procedures are elaborated	SOPs document	Public Service Development Agency, Ministry of Justice of Georgia	PAR Services delivery WG member agencies	20 03			Standard Operating Procedures are elaborated Comment can be made after evaluation
Delivery SOP includes specific examples and practical recommendations		Public Service Development Agency, Ministry of Justice of Georgia		20 03		Fully Implemented	Delivery SOP includes specific examples and practical recommendations

Activity 4.2.3. Develop a service delivery training module			Fully Implemented	(1) Activity 4.2.3. Develop a service delivery training module Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.2.3.1. Taining module is incorporated into the curriculum of the Training Center and is available for all interested applicants	Curriculum of the training center	Public Service Development Agency, Ministry of Justice of Georgia	LEPL Training Center of Justice	20 06		Fully Implemented	(1) 4.2.3.1. Taining module is incorporated into the curriculum of the Training Center and is available for all interested applicants Hi there! 17/04/2022
4.2.3.2. 30 employees of at least 5 service provider agencies have undergone the training	Curriculum of the training center	Public Service Development Agency, Ministry of Justice of Georgia	LEPL Training Center of Justice	20 06		Fully Implemented	(1) 4.2.3.2. 30 employees of at least 5 service provider agencies have undergone the training Hi there! 17/04/2022

Objective 4.3. Ensure quality assurance of public services through the implementation of the Unified Standard for Quality Examination and Improvement			Partly Implemented	(1)

Outcome Indicator	Baseline	Target	Verification Source
4.3.1. Number of public services quality of which is evaluated according to the Service Index Methodology	0	5	list of 5 services that are evaluated	Partly Implemented	(1) 4.3.1. Number of public services quality of which is evaluated according to the Service Index Methodology Hi there! 17/04/2022
4.3.2. Customer satisfaction level of 3 public service provider agencies	0	70%	Results of surveys	Unimplemented	(1) 4.3.2. Customer satisfaction level of 3 public service provider agencies Hi there! 17/04/2022

Activity 4.3.1. Develop the concept and methodology of Service Index and approve it by stakeholders (Public agencies, Civil society)			Partly Implemented	(1) Activity 4.3.1. Develop the concept and methodology of Service Index and approve it by stakeholders (Public agencies, Civil society) Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
The concept and methodology of service index is developed	Minutes of the meeting	Public Service Development Agency, Ministry of Justice of Georgia	AoG; USAID, GGI	19 12	54000	Partly Implemented	The concept and methodology of service index is developed

Activity 4.3.2. Develop Service Index Portal			Unimplemented	(1) Activity 4.3.2. Develop Service Index Portal Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Portal is developed and at least 5 service provider agencies are registered and relevant information is uploaded	Index Portal	Public Service Development Agency, Ministry of Justice of Georgia	AoG	20 12		Unimplemented	(1) Portal is developed and at least 5 service provider agencies are registered and relevant information is uploaded Hi there! 17/04/2022

Activity 4.3.3. Elaborate customer satisfaction survey standard			Partly Implemented	(1) Activity 4.3.3. Elaborate customer satisfaction survey standard Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Standard is elaborated	Standard Document	Public Service Development Agency, Ministry of Justice of Georgia	PAR service delivery WG member agencies	19 12	18000	Fully Implemented	(1) Standard is elaborated Hi there! 17/04/2022
The Customer Satisfaction Survey standard sets out common binding criteria for all service providers		Public Service Development Agency, Ministry of Justice of Georgia		19 12		Unimplemented	(1) The Customer Satisfaction Survey standard sets out common binding criteria for all service providers Hi there! 17/04/2022

Activity 4.3.4. Develop a training module on conducting customer satisfaction survey and incorporate it into the training-curriculum			Fully Implemented	(1) Activity 4.3.4. Develop a training module on conducting customer satisfaction survey and incorporate it into the training-curriculum Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.3.4.1. Training module is incorporated into the curriculum of the Training center and is available for all interested applicants	Curriculum of the Training center; List of Participants	Public Service Development Agency, Ministry of Justice of Georgia	LEPL Training Center of Justice	20 03	10880	Fully Implemented	(1) 4.3.4.1. Training module is incorporated into the curriculum of the Training center and is available for all interested applicants Hi there! 17/04/2022
4.3.4.2. 30 employees of at least 5 service provider agencies have undergone the training	Curriculum of the Training center; List of Participants	Public Service Development Agency, Ministry of Justice of Georgia	LEPL Training Center of Justice	20 03	10880	Fully Implemented	(1) 4.3.4.2. 30 employees of at least 5 service provider agencies have undergone the training Hi there! 17/04/2022

Activity 4.3.5. Conduct customer satisfaction survey			Unimplemented	(1) Activity 4.3.5. Conduct customer satisfaction survey Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.3.5.1. The survey is conducted in 1 service provider public agency	Survey Document	Public Service Development Agency, Ministry of Justice of Georgia	Relevant agencies on which the satisfaction survey will be conducted	20 06		Unimplemented	(1) 4.3.5.1. The survey is conducted in 1 service provider public agency Hi there! 17/04/2022
4.3.5.2. The survey is conducted in 2 service provider public agencies	Survey Document	Public Service Development Agency, Ministry of Justice of Georgia	Relevant agencies on which the satisfaction survey will be conducted	20 12		Unimplemented	(1) 4.3.5.2. The survey is conducted in 2 service provider public agencies Hi there! 17/04/2022
The satisfaction survey is based on a pre-defined methodology		Public Service Development Agency, Ministry of Justice of Georgia		20 06		Unimplemented	(1) The satisfaction survey is based on a pre-defined methodology Hi there! 17/04/2022
Appropriate steps are planned to respond to the identified shortcomings		Public Service Development Agency, Ministry of Justice of Georgia		20 06		Unimplemented	(1) Appropriate steps are planned to respond to the identified shortcomings Hi there! 17/04/2022

Activity 4.3.6. Elaborate methodological guideline and handbook on the Common Assessment Framework (CAF)			Fully Implemented	(1) Activity 4.3.6. Elaborate methodological guideline and handbook on the Common Assessment Framework (CAF) Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Methodological guideline and handbook on CAF is elaborated	Methodological handbook	Public Service Development Agency, Ministry of Justice of Georgia	PAR service delivery WG member agencies	19 12			Methodological guideline and handbook on CAF is elaborated Comment can be made after evaluation
The Common Assessment Framework guideline is based on International / European experience		Public Service Development Agency, Ministry of Justice of Georgia		19 12		Fully Implemented	(1) The Common Assessment Framework guideline is based on International / European experience Hi there! 17/04/2022

Activity 4.3.7. Evaluate training module and relevant materials on CAF			Fully Implemented	(1) Activity 4.3.7. Evaluate training module and relevant materials on CAF Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
CAF training module is developed and 30 employees of at least 5 service provider agencies have undergone the training	Curriculum of the training module	Public Service Development Agency, Ministry of Justice of Georgia	LEPL Training Center of Justice	20 06		Fully Implemented	(1) CAF training module is developed and 30 employees of at least 5 service provider agencies have undergone the training Hi there! 17/04/2022
Training module is incorporated in the training center curriculum and available for anyone		Public Service Development Agency, Ministry of Justice of Georgia		20 06		Fully Implemented	(1) Training module is incorporated in the training center curriculum and available for anyone Hi there! 17/04/2022

Activity 4.3.8. Implementation of CAF methodology			Mostly Implemented	(1) Activity 4.3.8. Implementation of CAF methodology Hi there! 17/04/2022

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.3.8.1. CAF methodology is implemented in 1 pilot service provider agency	Presentation by the service provider agencies	Public Service Development Agency, Ministry of Justice of Georgia	1 service provider public agency	19 12	468000	Fully Implemented	(1) 4.3.8.1. CAF methodology is implemented in 1 pilot service provider agency Hi there! 17/04/2022
4.3.8.2. CAF methodology is implemented additionally in 2 pilot service provider agencies	Presentation by the service provider agencies	Public Service Development Agency, Ministry of Justice of Georgia	2 service provider public agencies	20 12	468000	Partly Implemented	(1) 4.3.8.2. CAF methodology is implemented additionally in 2 pilot service provider agencies Hi there! 17/04/2022

Objective 4.4. Establish a fair and effective approach to the pricing of public services through the elaboration of unified methodology of service pricing			Partly Implemented

Outcome Indicator	Baseline	Target	Verification Source
Number of newly developed/adapted public services that are priced in compliance with a new methodology of pricing	0	15	List of developed/adapted services	Partly Implemented	Number of newly developed/adapted public services that are priced in compliance with a new methodology of pricing

Activity 4.4.1. Elaborate a handbook on new pricing methodology			Partly Implemented	Activity 4.4.1. Elaborate a handbook on new pricing methodology

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Methodology and Handbook on pricing are discussed with all service provider agencies and approved by	Minutes of the meeting	Public Service Development Agency, Ministry of Justice of Georgia	MoF	19 12	150500	Partly Implemented	Methodology and Handbook on pricing are discussed with all service provider agencies and approved by

Activity 4.4.2. Develop a training module on new pricing methodology			Fully Implemented	Activity 4.4.2. Develop a training module on new pricing methodology

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
4.4.2.1. Training module is incorporated into the curriculum of the Training center and is available for all interested applicants	Curriculum of the Training Center	Public Service Development Agency, Ministry of Justice of Georgia	MoF	20 06		Fully Implemented	4.4.2.1. Training module is incorporated into the curriculum of the Training center and is available for all interested applicants
4.4.2.2. 30 employees of at least 5 service provider agencies have undergone the training	Curriculum of the Training Center	Public Service Development Agency, Ministry of Justice of Georgia	MoF	20 06		Fully Implemented	4.4.2.2. 30 employees of at least 5 service provider agencies have undergone the training

Objective 4.5. Improve access to public and private sectors’ e-services by enhancing My.gov.ge			Mostly Implemented

Outcome Indicator	Baseline	Target	Verification Source
Number of electronic services available at My.gov.ge	427	470	My.gov.ge	Fully Implemented	Number of electronic services available at My.gov.ge
Increased number of private sector electronic services on My.gov.ge.	0	10	My.gov.ge	Partly Implemented	Increased number of private sector electronic services on My.gov.ge.

Activity 4.5.1. Elaborate legislative amendments to regulate the provision of state e-services			Partly Implemented	Activity 4.5.1. Elaborate legislative amendments to regulate the provision of state e-services

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Legislative amendment is elaborated and submitted to the Government	matsne.gov.ge	Data Exchange Agency, Ministry of Justice of Georgia	MoJ	19 12	Administrative Expenses	Partly Implemented	Legislative amendment is elaborated and submitted to the Government

Activity 4.5.2. Adapt My.gov.ge for people with visual impairment based on consultations held with them			Partly Implemented	Activity 4.5.2. Adapt My.gov.ge for people with visual impairment based on consultations held with them

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
My.gov.ge is adapted to the needs of people with visual impairment	my.gov.ge	Data Exchange Agency, Ministry of Justice of Georgia		19 12		Partly Implemented	My.gov.ge is adapted to the needs of people with visual impairment

Activity 4.5.3. Implementation of a feedback mechanisms on My.gov.ge			Mostly Implemented	Activity 4.5.3. Implementation of a feedback mechanisms on My.gov.ge

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Feedback mechanisms are integrated into My.gov.ge	my.gov.ge	Data Exchange Agency, Ministry of Justice of Georgia		19 12	Administrative Expenses	Mostly Implemented	Feedback mechanisms are integrated into My.gov.ge

Activity 4.5.4. Elaborate a study material on usage of public services available at My.gov.ge			Mostly Implemented	Activity 4.5.4. Elaborate a study material on usage of public services available at My.gov.ge

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Video tutorial on the usage of electronic services is available on My.gov.ge	my.gov.ge	Data Exchange Agency, Ministry of Justice of Georgia		19 12		Mostly Implemented	Video tutorial on the usage of electronic services is available on My.gov.ge

Activity 4.5.5. Raise awareness on usage of My.gov.ge			Mostly Implemented	Activity 4.5.5. Raise awareness on usage of My.gov.ge

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Trainings on usage of My.gov.ge are conducted for: 1. The employees of the Public Service Hall and Community Centers; 2. Central and local government officials; 3. Private sector and media representatives; 4. Students	List of participants	Data Exchange Agency, Ministry of Justice of Georgia		19 09		Mostly Implemented	Trainings on usage of My.gov.ge are conducted for: 1. The employees of the Public Service Hall and Community Centers; 2. Central and local government officials; 3. Private sector and media representatives; 4. Students

Objective 4.6. Introduce the interoperability framework to develop e-governance and ensure the access to information			Fully Implemented

Outcome Indicator	Baseline	Target	Verification Source
Number of public services integrated into the Data Exchange Infrastructure	140	196	Data Exchange Infrastructure	Fully Implemented	Number of public services integrated into the Data Exchange Infrastructure

Activity 4.6.1. Update a portal of the Registry of Registries			Unimplemented	Activity 4.6.1. Update a portal of the Registry of Registries

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Portal of the Registry of Registries is updated	Portal of the Register of Registries - ror.dea.gov.ge	Data Exchange Agency, Ministry of Justice of Georgia		20 12	Administrative Expenses	Unimplemented	Portal of the Registry of Registries is updated

Activity 4.6.2. Elaborate mechanisms for enforcing submission of information to the portal of Registry of Registries			Unimplemented	Activity 4.6.2. Elaborate mechanisms for enforcing submission of information to the portal of Registry of Registries

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Legal amendments on enforcement of submission of information to the portal of Registry of Registries is elaborated and submitted to the Government	matsne.gov.ge	Data Exchange Agency, Ministry of Justice of Georgia	MoJ	20 12		Unimplemented	Legal amendments on enforcement of submission of information to the portal of Registry of Registries is elaborated and submitted to the Government

Activity 4.6.3. Integrate additional services into the data exchange infrastructure			Partly Implemented	Activity 4.6.3. Integrate additional services into the data exchange infrastructure

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Services of the Revenue Service and the Ministry of Internal Affairs are integrated into the Data Exchange Infrastructure	Data exchange Infrastructure	Data Exchange Agency, Ministry of Justice of Georgia	LEPL - Revenue Service, Ministry of Finance; Ministry of Internal Affairs	20 12		Partly Implemented	Services of the Revenue Service and the Ministry of Internal Affairs are integrated into the Data Exchange Infrastructure

Objective 4.7. Enhance critical infrastructure security through raising awareness and developing the teaching methodologies			Partly Implemented

Outcome Indicator	Baseline	Target	Verification Source
Weighted score of assessing the critical infrastructure assets is increased by 20%	24	29	DEA Report	Partly Implemented	Weighted score of assessing the critical infrastructure assets is increased by 20%

Activity 4.7.1. Develop methodology for defining critical information system assets			Fully Implemented	Activity 4.7.1. Develop methodology for defining critical information system assets

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Methodology for defining critical information system assets is elaborated	Methodology; Draft legal amendment	Data Exchange Agency, Ministry of Justice of Georgia		19 12		Fully Implemented	Methodology for defining critical information system assets is elaborated
Methodology for defining critical information system assets is based on best practices		Data Exchange Agency, Ministry of Justice of Georgia		19 12		Fully Implemented	Methodology for defining critical information system assets is based on best practices

Activity 4.7.2. Introducing sensor network monitoring system in public agencies			Partly Implemented	Activity 4.7.2. Introducing sensor network monitoring system in public agencies

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Sensor network monitoring system is implemented in at least 3 agencies	Sensor monitoring system report	Data Exchange Agency, Ministry of Justice of Georgia	PSDA, MoJ; LEPL - Public Registry, MoJ; LEPL - Smart Logic, MoJ	19 12		Partly Implemented	Sensor network monitoring system is implemented in at least 3 agencies

Activity 4.7.3. Update the basic training materials on cyber security at e-training platform			Partly Implemented	Activity 4.7.3. Update the basic training materials on cyber security at e-training platform

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
The basic training material for cyber security is updated on the electronic training platform	E-training platform	Data Exchange Agency, Ministry of Justice of Georgia		19 09			The basic training material for cyber security is updated on the electronic training platform Comment can be made after evaluation
The updated basic training material for cyber security is available for interested parties		Data Exchange Agency, Ministry of Justice of Georgia		19 09		Partly Implemented	The updated basic training material for cyber security is available for interested parties

Activity 4.7.4. Develop Cyber Hygiene training discipline for schools			Fully Implemented	Activity 4.7.4. Develop Cyber Hygiene training discipline for schools

Output Indicator	Verification Source	Responsible Agency	Partner Agency	Term of Implementation	Budget
Cyber Hygiene training discipline for schools is elaborated	Teaching curriculum of public schools	Data Exchange Agency, Ministry of Justice of Georgia	Ministry of Education; Public Schools	19 12			Cyber Hygiene training discipline for schools is elaborated Comment can be made after evaluation
Involvement of teachers and relevant experts in the development of cyber hygiene training discipline is ensured		Data Exchange Agency, Ministry of Justice of Georgia		19 12		Fully Implemented	Involvement of teachers and relevant experts in the development of cyber hygiene training discipline is ensured

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Outcome Indicators

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Output Indicators

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