CitizensDamageCompensationProgram

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ACRONYMS
ACO AJK ATM BVO CDCP CNIC DCO DMA GB GBDMA GCO HoF HoH ICO KP MIS NADRA PDMA PIC PIN PKR PMA PMO PoS RSPN SDMA WCFC Assistant Coordination Officer Azad Jammu & Kashmir Automated Teller Machine Biometric Verification Operator Citizens Damage Compensation Program Computerized National Identity Card District Coordination Officer Disaster Management Authority Gilgit-Baltistan Gilgit-Baltistan Disaster Management Authority Grievance Counter Operator Head of Family Head of Household Information Counter Operator Khyber Pakhtunkhwa Management Information System National Database and Registration Authority Provincial Disaster Management Authority Public Information Campaign Personal Identification Number Pakistan Rupees Partner Media Agency Program Management Office Point of Sale Rural Support Program Network State Disaster Management Authority Watan Card Facilitation Centre

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GLOSSARY
Alien and Fraud Those who are not naturalized citizens of Pakistan or have fake/bogus CNICs are marked as alien or fraud The flood recovery and damage compensation program established pursuant to the decision of Council of Common Interest (CCI), for providing cash transfers to families and/or households affected by the floods of 2010 in Pakistan Phase I of the CDCP (also known as Watan Card Project) provided a cash grant of PKR 20,000 to families in flood affected areas. Provinces identified flood affected areas and NADRA, using its database of CNICs, extracted a list of Heads of Families (HoFs) from those notified areas. However, in Khyber Pakhtunkhwa (KP), Azad Jammu & Kashmir (AJK) and Gilgit Baltistan (GB), a house damage survey was carried out to identify needy people a) Heads of Households (HoHs) in the floodaffected areas as notified by the provinces, and b) HoFs of vulnerable families (defined as female or disabled-headed families) that received Watan cards in Phase I will be included as Phase II beneficiaries Phase II of the Watan Card Project will provide cash grant of PKR 40,000 in two tranches of PKR 20,000 each to the Phase II beneficiaries, identified by the provinces through house damage surveys The second tier of administrative division in Pakistan following the provinces DCO heads the district administration Those cases where the same individual has more than one CNIC (multiple identities) with

Citizens Damage Compensation Program (CDCP)

CDCP Phase I/Watan Card Phase I

CDCP Phase II Beneficiary

CDCP Phase II/Watan Card Phase II

District (Zilla)

District Coordination Officer (DCO) Duplicate

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different particulars and blocked by NADRA through biometric verification Grievance Redressal Process to resolve beneficiaries appeals and complaints in relation to enrolment, payments and quality of service The survey carried out by all provinces to identify the beneficiaries as HoHs belonging to those households whose houses have been damaged A person living alone or a group of two or more people (either related or not) who habitually live under the same roofwhether it is fully or partially occupied, and who cook and eat from the same pot. It excludes guests, visitors, domestic employees, or family members living abroad. Each household might be composed of one or more families A project document, approved by Cabinet Division and endorsed by all Provinces that presents the key design parameters of Phase II of CDCP A commercial bank with which Federal Government has entered into agreement for the disbursement of funds to the eligible beneficiaries through their banking channel Those beneficiaries who have invalid CNICS Those beneficiaries who have valid CNICs The third tier of administrative division in Pakistan, following provinces and districts; a tehsil is usually composed of one city or town that serves as its headquarters and other cities and villages, which might be put under its jurisdiction The centres established and designated for the purpose of registration and disbursement of Watan Cards to the Beneficiaries

House Damage Assessment Survey

Household (HH)

Operational Manual

Partner Commercial Bank

Pending Beneficiaries Receiver Tehsil

Watan Card Facilitation Centres (WCFCs)

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Watan Card

The wallet Visa Debit Card issued by Partner Commercial Bank to each Beneficiary, which shall be strictly used for the withdrawing the CDCP benefit amount Measured by a combination of factors such as those having accounts in international banks, frequent international travel activities and executive jobs. These will be excluded from CDCP using information about the HoH, which is available in NADRAs database Defined as female and disabled headed families in NADRAs database that were included in Phase I, but not captured as HoH through the survey. These will become part of Phase II beneficiaries

Well off Families/Households

Vulnerable Families

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CONTENTS
INTRODUCTION.....................................................................................................................................6 II. HOW TO USE THE ENROLMENT GUIDELINES................................................................................6 SECTION 1: DESIGN PARAMETERS...........................................................................................................7 SECTION 2: STAKEHOLDERS AND THEIR ROLES..................................................................................8 A. NADRA.................................................................................................................................................9 B. PDMAs/SDMA/GBDMA....................................................................................................................11 C. RURAL SUPPORT PROGRAM NETWORK (RSPN) (third party validation).................................11 D. PARTNER MEDIA AGENCY ...........................................................................................................11 . E. PARTNER COMMERCIAL BANKS.................................................................................................11 F. DISTRICT/TEHSIL ADMINISTRATION.........................................................................................12 SECTION 3: ENROLMENT PROCESS PLANNING...................................................................................13 A. MOBILIZATION OF NADRA TEAMS IN THE FIELD..................................................................13 B. SELECTION OF WCFC STAFF FOR THE ENROLMENT PROCESS...........................................13 C. TRAINING PROCESS........................................................................................................................14 D. PUBLIC INFORMATION CAMPAIGN (PIC)..................................................................................15 E. SETTING UP THE WATAN CARD FACILITATION CENTER FOR ENROLMENT ..................16 . E. IDENTIFICATION OF BENEFICIARIES FOR CDCP PHASE II ...................................................18 . SECTION 4: ENROLMENT PROCESS ........................................................................................................20 .

List of Figures and Tables

Figure1:StakeholdersoftheCDCPPhaseIIEnrolmentProcess ......................................................................9 . Figure2:WCFCSetup.....................................................................................................................................17 Figure3:IdentificationofCDCPPhaseIIBeneficiaries....................................................................................19 Figure4:EnrolmentSubProcesses.................................................................................................................20 Table1:PICTimeTable....................................................................................................................................16

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I.

INTRODUCTION

These Enrolment guidelines, supplementing the Operational Manual for the Citizens Damage Compensation Programme (CDCP), present the design parameters and enrolment processes of the CDCP Phase II, a program with the objective to continue supporting the recovery of 2010 floodaffected households through top-up cash grants of PKR 40,000. Furthermore, the guidelines provide stakeholders information related to their key functions within the enrolment process. Enrolment refers to the process of data acquisition of CDCP Phase II beneficiaries through a customized software application. This application will be used to digitally capture the CNICs, biometric and facial information of beneficiaries at the Watan Card Facilitation Centres (WCFCs), serving as enrolment centres. The information obtained will subsequently be used for beneficiaries verification, after which they will be able to receive the cash benefit through the Watan (Debit) Card.

II.

HOW TO USE THE ENROLMENT GUIDELINES

The Enrolment guidelines are divided into four sections: Section 1: Outlines the program design parameters of the Enrolment Process Section 2: Describes the roles and responsibilities of various stakeholders directly involved in the Enrolment process. Section 3: Delineates the pre-enrolment activities such as logistic plans, training, Public Information Campaign (PIC), setting up WCFCs, and identification of beneficiaries of CDCP Phase II. Section 4: Presents the various steps of the enrolment process to take place at the WCFC.

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SECTION 1: DESIGN PARAMETERS

The beneficiaries for CDCP Phase II are defined as: Head of Household (HoH) of the flood damaged households as declared by Provincial Disaster Management Authority (PDMA) / Disaster Management Authority (DMA), through their house damage assessment survey, and Head of Family (HoF) of vulnerable families, i.e. female or disabled headed families of CDCP Phase I, regardless of their house damage.

Categories of Beneficiaries:

Receivers- having a valid CNIC; and Pending Beneficiaries- having an invalid CNIC (they will have to follow grievance redressal mechanisms to become Receivers- see Case Management guidelines)

It is mandatory for the beneficiaries to be present in person at the WCFC for the enrolment process. However, if the beneficiary is unable to come for enrolment due to death/disability/illness, the beneficiarys spouse or any other adult family member registered with the National Database and Registration Authority (NADRA) can become the Receiver through the defined case management procedures (see Case Management guidelines).

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SECTION 2: STAKEHOLDERS AND THEIR ROLES

Main stakeholders of the CDCP Phase II Enrolment Process are at four levels: Federal Stakeholders: A. NADRA

Provincial Stakeholders: B. PDMAs/State Disaster Management Authority (SDMA)/Gilgit Baltistan Disaster

Management Authority (GBDMA) C. Rural Support Program Network (RSPN) for 3rd party validation D. Partner Media Agency (PMA) E. Commercial Partner Banks

District Stakeholders:

F. District Administration- District Coordination Officers (DCOs)

Tehsil Stakeholders:

G. Tehsil Administration- Assistant Coordination Officers (ACOs) H. WCFC staff of NADRA- Information Counter Operator (ICO) and Biometric Verification Operator (BVO) I. WCFC staff of Partner Banks- Bank Counter Operator

Interagency coordination among these stakeholders is shown in Figure 1.

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Figure 1: Stakeholders of the CDCP Phase II Enrolment Process

A. NADRA A Program Management Office (PMO) for CDCP office has been established within NADRA. With the overall supervision of Project Director, the PMO will be responsible for the appropriate execution of the enrolment process in accordance with the approved procedures, and if required, making any adjustments; designing of all the relevant materials to be used during the enrolment process; coordinating the activities for all stakeholders; and informing the households about the enrolment process activities and their outcomes.

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The key teams of the PMO for enrolment will be (i) Planning and Services, (ii) Management Information System (MIS), and (iii) Implementation and Operations. Their roles and responsibilities include: NADRA staff at PMO:

Filtration of data forwarded by DMAs, after applying agreed business rules; Sharing data with third party (RSPN) for validation; Triangulation of validation results with NADRA database; Receipt of results from RSPN and results announcement in terms of a district declared as clear or discrepant1; Compilation of the lists of receivers and pending beneficiaries; Design and development of MIS, which includes the enrolment software application; Deployment of required hardware and human resource (information counter, biometric verification counter, grievance redressal counter) at the WCFC; Preparation of training material and conducting trainings for regional teams and field staff of WCFC; Coordination with Partner Banks in terms of integrating software with them; Collaboration with PDMAs / DCO Offices for smooth field operations; and Preparation of communication strategy and action plan with the help of the PMA in order to disseminate information on eligibility criteria, receiver and pending beneficiary lists, locations of WCFCs, schedules, enrolment procedures, grievance systems and procedures etc.

NADRA staff at WCFC

1

Biometric enrolment of beneficiaries at WCFCs; Operational facilitation to Partner Banks during the payment processes at WCFCs; and Guiding beneficiaries for updating CNICs at the nearest NADRA Registration Centres;

Clear districts are those where the house damage survey data has been accepted. Discrepant districts are those which require the provincial/district government to repeat the beneficiary identification process for that particular district. For details on the methodology of declaring a district clear or discrepant, see Operational Manual, section Third-party Independent Verification on pg. 21-23.

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B. PDMAs/SDMA/GBDMA A Provincial/Area Coordinator has been designated in each PDMA/SDMA/GBDMA, who is overall responsible for the enrolment field activities such as: Compilation of the House Damage Assessment Survey data, which includes defining HoH, carrying out survey in flood affected areas, and consolidating the beneficiary lists; Provision of flood affectees data (beneficiarys name, CNIC, fathers/husbands name, and address) to NADRA for beneficiary selection as per defined business rules; Coordination with DCO offices for smooth field operations; and Disseminate information on eligibility criteria, receiver and pending beneficiary lists, locations of WCFCs, enrolment schedules and procedures, grievance systems and procedures etc, through the PDMA offices.

C. RURAL SUPPORT PROGRAM NETWORK (RSPN) (third party validation) Drawing a stratified representative sample from data-set; Field Survey for validation; and Provision of results to NADRA.

D. PARTNER MEDIA AGENCY Assist NADRA in the preparation of communication strategy and action plan; Support NADRA in the execution of PIC; and Provision of billboards, banners and other PIC material at the WFCF.

E. PARTNER COMMERCIAL BANKS Create beneficiaries virtual accounts after successful biometric verification; Credit benefit amount to beneficiaries virtual accounts; Set up Point of Sales (PoS) at WCFCs and ensure availability of cash therein at all times;
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Issue Watan Cards to beneficiaries; Provide guidance to beneficiaries about cash withdrawal mechanism both at the PoS and ATM; Facilitate beneficiaries in resolution of payment related grievances e.g. replacing lost Watan Card (re-issuance) / issuing a new Personal Identification Number (PIN).

F. DISTRICT/TEHSIL ADMINISTRATION Facilitate NADRA in setting up WCFCs & Partner Banks in establishing the bank counters and PoS machines at the WCFCs; Provision of security, scheduling and mobilization of beneficiaries at WCFCs; Maintain beneficiary and pending beneficiary lists at the local DCO office for informing the public about their status in the program; Disseminate information on eligibility criteria, receiver and pending beneficiary lists, locations of WCFCs, schedules, enrolment procedures, grievance systems and procedures etc, through the DCO/ACO office.

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SECTION 3: ENROLMENT PROCESS PLANNING

This section describes all the preparatory steps required to ensure an effective Enrolment process, which are the following are: A. Enrolment Process facilitation through mobilization of NADRA teams in the field; B. Selection of WCFC staff for the Enrolment Process; C. Training Process; D. Design of the PIC and production of all related materials; E. Setting up the WCFCs for enrolment; and F. Identification of the CDCP Phase II beneficiaries.

A. MOBILIZATION OF NADRA TEAMS IN THE FIELD

NADRAs existing procedures will be followed for mobilizing the field teams of CDCP Phase II, which will cover logistic activities for training as well as transporting the required equipment to the WCFCs (computers, printers, scanners, etc). Moreover, NADRA will be responsible for the implementation and execution arrangements of CDCP Phase II (dissemination of PIC materialprior to and during enrolment, time plan and methodology to cover each district for enrolment, etc), which will ensure the smooth implementation of the CDCP Phase II.

B. SELECTION OF WCFC STAFF FOR THE ENROLMENT PROCESS

In preparation of the enrolment process, the NADRA and Partner Banks will ensure that the required personnel for the project are hired and trained.

The WCFC staff required for CDCP is: a) Information Counter Operators (ICOs) b) Biometric Verification Operators (BVOs)
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c) Bank staff d) Grievance Counter Operators (GCOs of NADRA & Partner Banks)

Along with the WCFC staff engagement, the support will be needed from the District Administration, i.e. DCOs, ACOs to facilitate the Enrolment process at the District and Tehsil level.

C. TRAINING PROCESS

There will be two levels of training; a central training and field level trainings: (a) A central training focusing on the overall project cycle for CDCP Phase II, its contours and responsibilities of the PDMAs/NADRA/DCO office staff; and (b) Field level trainings of WCFC staff. The field level trainings will focus on the program parameters linked to the enrolment process and will specifically present guidelines for the WCFC staff. Key stakeholders at the end of the training will have a detailed understanding of the enrolment process. The exchange of information on the details of the processes to be implemented will vary in both types of trainings. Since the central training will involve stakeholders at the provincial and district levels (PDMA, NADRA, DCO office), they will learn in depth about the enrolment mechanisms, policies of the program, etc. At the same time, the field level training for WCFC staff will be focused on the various elements related to the execution of their respective functions. NADRA shall train the WCFC staff in order for them to comprehend their roles during the enrolment process. This will focus on providing the guidelines for verification of beneficiaries who come to the WCFCs; checking the documentation presented; planning and operationalizing the enrolment activity, and explaining their specific responsibilities. The coordination and planning of the training will be the responsibility of Training Coordinator, CDCP NADRA.

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D. PUBLIC INFORMATION CAMPAIGN (PIC)

The PIC shall begin prior to the Enrolment process and would continue during the Enrolment. It will be carried out at the following three levels; provincial, district, and the local level. It should inform the public about the purpose of enrolment, objectives and benefits of the CDCP Phase II. NADRA with the support of the PMA will be in charge of: a) the design of a national PIC on the Program through the use of TV, radio and print media; and b) preparation of printed materials, e.g posters, brochures etc for the local PIC.

At the provincial level the selection of messages and medium will revolve around the objective of promoting transparency and developing an understanding of the program contours. This will assist in promotion of the program design and seeking the trust of the opinion leaders, politicians and the civil society. This will also act as a prelude to the launching of the program. National and provincial print and electronic media will be used to disseminate these messages. The timing of advertisements will coincide with the enrolment activity to ensure that it enhances the impact of the local PIC. Project implementers will be encouraged to participate in talk shows and public seminars to highlight the governance and transparency features of the program. At the district level, PIC will commence before the WCFCs are established. Furthermore, at the local level, a PIC will be launched in the targeted Tehsils and UCs commencing a week before enrolment begins in the various Tehsils. These PICs will be focused more towards providing information regarding the program processes, WCFCs, documents needed for verification and enrolment, eligibility criteria and associated time frame. NADRA will be overall responsible to ensure the timely and effective dissemination of the PIC material with the support of the PDMAs, DCO offices and the PMA. Before the enrolment starts, the PMA field teams shall be responsible for forward campaigning, meaning that prior to the enrolment process starting in a particular Tehsil, they will make sure that the PIC materials along with the list of beneficiaries are adequately displayed in the locality. The project will rely on local and traditional communication mechanisms adapted to cultural and psychological dynamics of the area. The PIC will be designed to involve local opinion leaders and notables to spread messages around. In addition to this, posters, brochures, banners, local newspapers, FM, cable TV, SMS response service and website15|P a g e

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www.cdcp.nadra.gov.pk, will also be used to inform potential beneficiaries and public regarding the program. Some local mediums, such as loudspeaker vans, may be utilized, where appropriate. PIC Time Table PIC Level Provincial District Local Starting Time Period Prior to Enrolment 2-3 weeks 10 days 7 days

Table 1: PIC Time Table Public institutions such as community centres should be included for the distribution of PIC materials. The PIC goal is to provide full information on the objectives, rules, approach, and

anticipated timetable for the CDCP Phase II. To further promote transparency, the PIC will include a toll-free help-line number- (0800-36952) for direct public interaction and full details of the options for raising any future grievances and appeals.

E. SETTING UP THE WATAN CARD FACILITATION CENTER FOR ENROLMENT

WCFCs will be established by NADRA keeping in mind both accessibility and convenience of beneficiaries. These will be used as temporary enrolment centres for CDCP Phase II for the entire period of enrolment. Figure 2 shows the perceived WCFC set-up, where the enrolment teams will be stationed to enrol the beneficiaries along with providing them the Watan cards. The entire set-up is envisioned to complete the enrolment within the anticipated time period- six months. Each WCFC shall accommodate:

(i)

NADRA staff consisting of: a. At least two ICOs for verifying the status of the applicants CNIC in the MIS, whether a beneficiary or not,

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b. At least two BVOs who will match the fingerprints of the applicant with the NADRA database and upon unsuccessful matching, enrol his/her fingerprints and photograph in the MIS.

(ii)

Bank Personnel to provide Watan cards to the Phase II beneficiaries who were not part of Phase I upon successful biometric verification, to address any lost/damaged cards issues, and to assist with withdrawing money from PoS machines. For details, see Payments guidelines.

(iii)

Case Management Personnel: Simultaneous to enrolment and transfers, there will be a window to address case management issues, for which community members will have access to GCOs of NADRA and Partner Banks present at the WCFC, who will also be assisted by a DCO staff member. The number of case management personnel may vary in some districts depending on the case load and the geographical area to be covered. (For details see Case Management guidelines)

Figure 2: WCFC Set-up

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E. IDENTIFICATION OF BENEFICIARIES FOR CDCP PHASE II

1. House Damage Assessment Survey: Beneficiaries are identified through a house damage assessment survey2 conducted in the flood affected areas by each Provincial / State Government, after which the concerned Disaster Management Authority (DMA) consolidates the lists and forwards them to NADRA.

2. NADRAs verification process of beneficiaries CNICs: Upon the receipt of the beneficiary lists by NADRA, the CNIC of the potential beneficiary (according to data provided by the provinces) is verified through the NADRA if: a. Unique and valid in NADRA database; b. Unique at least within the family3; c. Clear in NADRA database (i.e. not marked as suspect, alien or duplicate); d. HoF in NADRA database where there is already a phase 1 beneficiary in the same family4; e. Have at least one address (temporary or permanent) from a flood affected district.

Well off households will be excluded with information available on the HoH in the NADRAs registration database. Wealth is measured by a combination of proxies such as those having bank accounts in international banks, frequent international travel activities and executive jobs. In addition to the verified surveyed households, all HoFs of legitimate vulnerable beneficiaries, defined as female and disabled headed families in the NADRAs CNIC database that were included in Phase I, but not captured as HoH through the survey will, de-facto, become part of Phase II beneficiaries.

The criteria for housing damage are determined by the Provincial Governments. This check will ensure that families included because of their vulnerability status (female or disabled headed families) will not receive double benefits. Definition of Family is two or more spouses with their unmarried children. 4 This is to ensure that the same person in the family is getting the benefit if the family was also a beneficiary in phase 1.
3 2

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3. Verification of beneficiary lists by third-party: After NADRAs verification process of beneficiaries CNICs, an independent third party will determine the validity of the data provided by the provincial household damage survey by using a sample based Spot Check mechanism. This will result in notifying the districts as either clear or discrepant. Once the third party validation is complete for a district and result is declared as clear, all the data of that particular district is populated into the MIS, after which its beneficiaries may enrol themselves at the deployed WCFCs.

Figure 3: Identification of CDCP Phase II Beneficiaries

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SECTION 4: ENROLMENT PROCESS

Below Figure 4, shows in detail the Enrolment Sub-Processes of (i) Beneficiary Verification and (ii) Issuing/Activating Watan Card, which shall take place at the WCFC.

Figure 4: Enrolment Sub-Processes

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1. Before starting the enrolment process, the ICO will ask the beneficiaries (enrollers) to provide their original CNIC. The ICO will enter CNIC to check its status in the CDCP MIS, and accordingly inform the enroller, which could be one of the following:

If CNIC is found: CASE 1- the CNIC belongs to a Phase II beneficiary who was part of Phase I; CASE 2- the CNIC belongs to a Phase II beneficiary who was not part of Phase I;

If CNIC is not found: CASE 3- the CNIC is not retrieved from MIS, thus it does not belong to a Phase II beneficiary or belongs to a pending beneficiary.

2. CASE 1: IF YES, i.e. the CNIC belongs to a Phase II beneficiary who was part of Phase I, AND CASE 2: IF YES, i.e. the CNIC belongs to a Phase II beneficiary who was not part of Phase I,

ICO directs beneficiary to the Biometric Verification Counter where fingerprints will be checked; If the fingerprints match, the beneficiarys photo is captured and s/he is directed to proceed to the Bank Counter. However, if the fingerprints fail to match, the BVO will capture the beneficiarys photo and enrol his/her fingerprints, after which s/he will be advised to update his/her CNIC. In both cases, the beneficiary will receive a receipt, which will contain the following details: (i) date; (ii) time; (iii) CNIC no; (iv) location of WCFC; (v) receipt ID; (vi) Province; and (vii) name of Partner Bank.

The beneficiary will present the receipt to the Bank Counter operator who will verify if s/he is already a Watan Card holder; Upon successful verification, his/her Watan card will be activated and the beneficiarys account will be credited with PKR 20,000. However, if the beneficiary has lost his/her card, the Bank Counter operator shall issue him/her a new Watan card along with a PIN. In case of beneficiaries whose fingerprints successfully match 1:1, the Watan card will

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be activated right away and the money would be credited to the beneficiarys account. On the other hand, for those beneficiaries whose fingerprints are not successfully matched, their cards will only be activated after biometric verification. The beneficiary will able to withdraw money either from a PoS or the banks local ATM.

3. CASE 3: IF YES, i.e. the CNIC is not retrieved from CDCP MIS, meaning either it does not belong to a Phase II beneficiary or belongs to a Pending Beneficiary, then the ICO will inform the family member accordingly. This will result in appeals (For more details, see Case Management guidelines).

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