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Are You Being Served? New Tools for Measuring Services Delivery

Author

Listed:
  • Samia Amin
  • Jishnu Das
  • Markus Goldstein

Abstract

This volume provides an overview of a range of tools for measuring service delivery and offers valuable lessons on the opportunities and constraints practitioners face in measuring performance. The authors investigate country cases using data from a range of sources in a variety of contexts. Their experiences yield important insights on how to avoid pitfalls, what practices to improve, and how to learn the most from the data at hand. Taken together, those lessons represent an important step in strengthening accountability and governance so as to enhance service delivery. Empirical investigations of the relationship between particular characteristics of the public provisioning of goods and services at the local level and the characteristics of the localities receiving these goods and services may help us understand the impact of policy and learn to design more effective public interventions. Monitoring data are an integral part of the process of learning about the performance of any social program. Many impact evaluations of social programs assume that the interventions occur at specified launch dates and produce equal and constant changes in conditions among eligible beneficiary groups.

Suggested Citation

  • Samia Amin & Jishnu Das & Markus Goldstein, 2008. "Are You Being Served? New Tools for Measuring Services Delivery," World Bank Publications - Books, The World Bank Group, number 6921, December.
    • Handle: RePEc:wbk:wbpubs:6921
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    Citations

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    Cited by:

    1. Karen Macours & Norbert Schady & Renos Vakis, 2012. "Cash Transfers, Behavioral Changes, and Cognitive Development in Early Childhood: Evidence from a Randomized Experiment," American Economic Journal: Applied Economics, American Economic Association, vol. 4(2), pages 247-273, April.
    2. Margaret Koziol & Courtney Tolmie, 2010. "Using Public Expenditure Tracking Surveys to Monitor Projects and Small-Scale Programs : A Guidebook," World Bank Publications - Books, The World Bank Group, number 2502, December.
    3. Grossman, Guy & Platas, Melina R. & Rodden, Jonathan, 2018. "Crowdsourcing accountability: ICT for service delivery," World Development, Elsevier, vol. 112(C), pages 74-87.
    4. Aly Diana & Samantha A. Hollingworth & Geoffrey C. Marks, 2015. "Effects of decentralisation and health system reform on health workforce and quality-of-care in Indonesia, 1993–2007," International Journal of Health Planning and Management, Wiley Blackwell, vol. 30(1), pages 16-30, January.
    5. Jere R. Behrman & Jorge Gallardo-Garc�a & Susan W. Parker & Petra E. Todd & Viviana V�lez-Grajales, 2012. "Are conditional cash transfers effective in urban areas? Evidence from Mexico," Education Economics, Taylor & Francis Journals, vol. 20(3), pages 233-259, February.
    6. Duflo, Esther & Dupas, Pascaline & Kremer, Michael, 2015. "School governance, teacher incentives, and pupil–teacher ratios: Experimental evidence from Kenyan primary schools," Journal of Public Economics, Elsevier, vol. 123(C), pages 92-110.
    7. Antonio Estache & Elena Ianchovichina & Robert Bacon & Ilhem Salamon, 2013. "Infrastructure and Employment Creation in the Middle East and North Africa," World Bank Publications - Books, The World Bank Group, number 12237, December.
    8. Chengedzai Mafini & Daniel Francois Meyer, 2016. "Satisfaction with Life Amongst the Urban Poor: Empirical Results from South Africa," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 12(5), pages 33-50, OCTOBER.
    9. Wodon, Quentin, 2013. "Faith-inspired, Private Secular, and Public Schools in sub-Saharan Africa: Market Share, Reach to the Poor, Cost, and Satisfaction," MPRA Paper 45363, University Library of Munich, Germany.
    10. Ianchovichina, Elena & Estache, Antonio & Foucart, Renaud & Garsous, Grégoire & Yepes, Tito, 2013. "Job Creation through Infrastructure Investment in the Middle East and North Africa," World Development, Elsevier, vol. 45(C), pages 209-222.
    11. Jere R. Behrman & Maria Cecilia Calderon & Olivia S. Mitchell & Javiera Vasquez & David Bravo, 2011. "First-Round Impacts of the 2008 Chilean Pension System Reform," Working Papers wp245, University of Michigan, Michigan Retirement Research Center.
    12. Kjell Hausken & Mthuli Ncube, 2018. "Service Delivery versus Moonlighting: Using Data from Kenya, Uganda, Tanzania and Senegal," African Development Review, African Development Bank, vol. 30(2), pages 219-232, June.
    13. Fiszbein, Ariel & Ringold, Dena & Rogers, F. Halsey, 2011. "Making services work : indicators, assessments, and benchmarking of the quality and governance of public service delivery in the human development sectors," Policy Research Working Paper Series 5690, The World Bank.
    14. Dasgupta, Basab & Narayan, Ambar & Skoufias, Emmanuel, 2009. "Measuring the quality of education and health services : the use of perception data from Indonesia," Policy Research Working Paper Series 5033, The World Bank.
    15. Maureen Lewis & Marijn Verhoeven, 2010. "Financial Crises and Social Spending : The Impact of the 2008-2009 Crisis," World Bank Publications - Reports 12965, The World Bank Group.
    16. Guillermo Perry & Ramona Angelescu, 2013. "Building a culture of accountability in service delivery. An overview of results of the GDN project on Varieties of Governance in Service Delivery," Documentos CEDE 11930, Universidad de los Andes, Facultad de Economía, CEDE.
    17. Todd, Petra E., 2012. "Effectiveness of interventions aimed at improving women's employability and quality of work : a critical review," Policy Research Working Paper Series 6189, The World Bank.
    18. Diagne, Mame Fatou & Ringold, Dena & Zaidi, Salman, 2012. "Governance and public service delivery in Europe and Central Asia : unofficial payments, utilization and satisfaction," Policy Research Working Paper Series 5994, The World Bank.
    19. World Bank, 2011. "Sudan - Public Expenditure Tracking Survey (PETS) : Case Study of the Health Sector," World Bank Publications - Reports 12265, The World Bank Group.

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