Making services work : indicators, assessments, and benchmarking of the quality and governance of public service delivery in the human development sectors
AbstractImproving governance is central to improving results in human development. It is clear that money is not enough: improved outcomes from service delivery require better governance, including mechanisms for holding service providers accountable and appropriate incentives for performance. There is therefore a growing demand for indicators to measure how and whether these processes work, and how they affect health and education results. This paper makes the case for measuring governance policies and performance, and the quality of service delivery in health and education. It develops a framework for selecting and measuring a set of indicators and proposes options, drawing from new and innovative measurement tools and approaches. The paper proposes the adoption of a more systematic approach that will both facilitate the work of health and education policymakers and allow for cross-country comparisons and benchmarking.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by The World Bank in its series Policy Research Working Paper Series with number 5690.
Date of creation: 01 Jun 2011
Date of revision:
Health Monitoring&Evaluation; Governance Indicators; Public Sector Corruption&Anticorruption Measures; Poverty Monitoring&Analysis; Public Sector Expenditure Policy;
This paper has been announced in the following NEP Reports:
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Michael Kremer & Nazmul Chaudhury & F. Halsey Rogers & Karthik Muralidharan & Jeffrey Hammer, 2005. "Teacher Absence in India: A Snapshot," Journal of the European Economic Association, MIT Press, vol. 3(2-3), pages 658-667, 04/05.
- Margaret Koziol & Courtney Tolmie, 2010. "Using Public Expenditure Tracking Surveys to Monitor Projects and Small-Scale Programs : A Guidebook," World Bank Publications, The World Bank, number 2502, October.
- Jishnu Das & Jeffrey Hammer & Kenneth Leonard, 2008.
"The Quality of Medical Advice in Low-Income Countries,"
Journal of Economic Perspectives,
American Economic Association, vol. 22(2), pages 93-114, Spring.
- Das, Jishnu & Hammer, Jeffrey & Leonard, Kenneth, 2008. "The quality of medical advice in low-income countries," Policy Research Working Paper Series 4501, The World Bank.
- Lewis, Maureen & Pettersson, Gunilla, 2009. "Governance in health care delivery : raising performance," Policy Research Working Paper Series 5074, The World Bank.
- Nazmul Chaudhury & Jeffrey S. Hammer, 2004. "Ghost Doctors: Absenteeism in Rural Bangladeshi Health Facilities," World Bank Economic Review, World Bank Group, vol. 18(3), pages 423-441.
- Ritva Reinikka & Jakob Svensson, 2005. "Fighting Corruption to Improve Schooling: Evidence from a Newspaper Campaign in Uganda," Journal of the European Economic Association, MIT Press, vol. 3(2-3), pages 259-267, 04/05.
- Samia Amin & Jishnu Das & Markus Goldstein, 2008. "Are You Being Served? New Tools for Measuring Services Delivery," World Bank Publications, The World Bank, number 6921, October.
- April Harding & Alexander S. Preker, 2003. "Private Participation in Health Services," World Bank Publications, The World Bank, number 15147, October.
- Giannozzi, Sara & Khan, Asmeen, 2011. "Strengthening governance of social safety nets in East Asia," Social Protection Discussion Papers 63930, The World Bank.
- Bassett, Lucy & Giannozzi, Sara & Pop, Lucian & Ringold, Dena, 2012. "Rules, roles, and controls : governance in social protection with an application to social assistance," Social Protection Discussion Papers 67612, The World Bank.
- Rubio, Gloria M., 2011. "Measuring governance and service delivery in safety net programs," Social Protection Discussion Papers 64633, The World Bank.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Roula I. Yazigi).
If references are entirely missing, you can add them using this form.