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Making services work : indicators, assessments, and benchmarking of the quality and governance of public service delivery in the human development sectors

Author

Listed:
  • Fiszbein, Ariel
  • Ringold, Dena
  • Rogers, F. Halsey

Abstract

Improving 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.

Suggested Citation

  • 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.
  • Handle: RePEc:wbk:wbrwps:5690
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    References listed on IDEAS

    as
    1. 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, June.
    2. 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, June.
    3. 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.
    4. 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.
    5. Lewis, Maureen & Pettersson, Gunilla, 2009. "Governance in health care delivery : raising performance," Policy Research Working Paper Series 5074, The World Bank.
    6. 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.
    7. 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.
    8. April Harding & Alexander S. Preker, 2003. "Private Participation in Health Services," World Bank Publications, The World Bank, number 15147, June.
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    Cited by:

    1. Giannozzi, Sara & Khan, Asmeen, 2011. "Strengthening governance of social safety nets in East Asia," Social Protection Discussion Papers and Notes 63930, The World Bank.
    2. Emiliana Vegas & Chelsea Coffin, 2012. "Education Finance : It's How, Not Simply How Much, That Counts," World Bank Other Operational Studies 10056, The World Bank.
    3. 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 and Notes 67612, The World Bank.
    4. Mbiti, Isaac M. & Serra, Danila, 2018. "Health Workers' Behavior, Patient Reporting and Reputational Concerns: Lab-in-the-Field Experimental Evidence from Kenya," IZA Discussion Papers 11352, Institute of Labor Economics (IZA).
    5. Rubio, Gloria M., 2011. "Measuring governance and service delivery in safety net programs," Social Protection Discussion Papers and Notes 64633, The World Bank.

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