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Governance and public service delivery in Europe and Central Asia : unofficial payments, utilization and satisfaction


  • Diagne, Mame Fatou
  • Ringold, Dena
  • Zaidi, Salman


Using data from the 2010 Life in Transition Survey, this paper examines the levels of citizens'satisfaction with public service delivery in Europe and Central Asia and identifies some factors that may help explain variation in utilization and levels of satisfaction with service delivery. It finds satisfaction with public service delivery in Europe and Central Asia to be relatively high, and, despite the adverse economic and social impact of the recent global economic crisis, to have risen since 2006 in most countries in the region. However, the level of satisfaction with public service delivery in Eastern European and Central Asian countries in 2010 remains lower than in Western European comparator countries. Although the Life in Transition Survey does not provide specific objective measures of service delivery quality and efficiency, the data provide three important clues that may help explain why satisfaction is lower in transition countries than in western comparators: (i) relatively higher utilization of public services in Eastern European and Central Asian countries, (ii) relatively higher reported prevalence of unofficial payments, and (iii) relatively underdeveloped mechanisms for grievance redress.

Suggested Citation

  • 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.
  • Handle: RePEc:wbk:wbrwps:5994

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    References listed on IDEAS

    1. Das, Jishnu & Hammer, Jeffrey, 2007. "Money for nothing: The dire straits of medical practice in Delhi, India," Journal of Development Economics, Elsevier, vol. 83(1), pages 1-36, May.
    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.
    3. Lewis, Maureen & Pettersson, Gunilla, 2009. "Governance in health care delivery : raising performance," Policy Research Working Paper Series 5074, The World Bank.
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    Cited by:

    1. Habibov, Nazim & Cheung, Alex, 2016. "The impact of unofficial out-of-pocket payments on satisfaction with education in Post-Soviet countries," International Journal of Educational Development, Elsevier, vol. 49(C), pages 70-79.
    2. Musharraf Cyan & Michael Price & Mark Rider, 2017. "Building up Municipal Services from a Scratch: Immediate Gains in Citizen Perceptions and Level of Trust in Militancy Prone Tribal City of North-Western Pakistan," International Center for Public Policy Working Paper Series, at AYSPS, GSU paper1706, International Center for Public Policy, Andrew Young School of Policy Studies, Georgia State University.

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    Population Policies; Public Sector Corruption&Anticorruption Measures; Governance Indicators; Housing&Human Habitats; E-Government;

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