Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors

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.

Bibliographic Details

Main Authors:	Ringold, Dena, Fiszbein, Ariel, Rogers, F. Halsey
Language:	English
Published:	2011-06-01
Subjects:	ABSENTEEISM, ABUSE, ACCESS TO INFORMATION, ACCOUNTABILITIES, ACCOUNTABILITY, ACCOUNTABILITY ARRANGEMENTS, ACCOUNTABILITY FOR PERFORMANCE, ACCOUNTABILITY MECHANISMS, ALLOCATION, ALLOCATION OF FUNDS, ASSESSMENT INSTRUMENT, BANKS, BENEFICIARIES, BUDGET ALLOCATIONS, BUDGET CREDIBILITY, BUDGET CYCLE, BUDGET EXECUTION, BUDGET LAW, BUDGET PREPARATION, BUDGETARY INFORMATION, BUDGETARY RESOURCES, BUSINESS CLIMATE, CAPITAL BUDGET, CASH TRANSFERS, CENTRAL BUDGET, CITIZEN, CITIZEN PARTICIPATION, CITIZENS, CIVIL SOCIETY, CLINICS, COMPLAINT, COMPLAINTS, COMPOSITE INDICATORS, COMPREHENSIVE ASSESSMENT, CORRUPTION, COUNTRY REPORTS, DATA COLLECTION, DECISION-MAKING, DELIVERY OF SERVICES, EDUCATION REFORM, EDUCATION SERVICES, EDUCATIONAL ATTAINMENT, ETHICS, EXERCISES, EXPENDITURE TRACKING SURVEYS, FACILITY SURVEYS, FEEDBACK MECHANISMS, FIGHTING CORRUPTION, FINANCE MANAGEMENT, FINANCIAL ACCOUNTABILITY, FINANCIAL MANAGEMENT, FINANCIAL PERFORMANCE, GOOD GOVERNANCE, GOVERNANCE INDICATORS, GOVERNANCE MEASUREMENT, GOVERNANCE OUTCOMES, GOVERNANCE PERFORMANCE, GOVERNANCE REFORMS, GOVERNMENT EXPENDITURES, GOVERNMENT PERFORMANCE, HEALTH CARE, HEALTH CENTERS, HEALTH CLINICS, HEALTH INDICATORS, HEALTH INFORMATION, HEALTH INSURANCE, HEALTH INSURANCE FUND, HEALTH OUTCOMES, HEALTH SECTOR, HEALTH SERVICES, HEAVILY INDEBTED POOR COUNTRIES, HIPC, HOSPITALS, HOUSEHOLD SURVEYS, HUMAN DEVELOPMENT, HUMAN RESOURCE, HUMAN RIGHTS, IMPACT EVALUATION, IMPROVING GOVERNANCE, INFANT MORTALITY, INFORMATION ASYMMETRIES, INITIATIVE, INSTITUTIONAL ARRANGEMENTS, INTEGRITY, INTERMEDIARIES, INTERNATIONAL LEVEL, INTERVENTION, INVESTIGATION, LAWS, LEADERSHIP, LEARNING, LEGAL FRAMEWORK, MEASUREMENT CHALLENGES, MEASUREMENT PROBLEMS, MEASURING GOVERNANCE, MEDIA, MEDICAL PROVIDER, MEDICAL TREATMENT, MEDICINES, MERITOCRATIC HIRING, MORTALITY, NGO, OUTCOME INDICATORS, PATIENT, PATIENTS, PEDAGOGY, PERFORMANCE DIMENSION, PERFORMANCE EVALUATION, PERFORMANCE INDICATORS, PERFORMANCE MEASUREMENT, PERFORMANCE MEASURES, PERFORMANCE MONITORING, POOR GOVERNANCE, POVERTY REDUCTION, POVERTY REDUCTION STRATEGY, PRIMARY HEALTH CARE, PRIMARY SCHOOLS, PRIVATE PROVIDERS, PRIVATE SCHOOLS, PRIVATE SECTOR, PRIVATE-SECTOR INVOLVEMENT, PROCUREMENT, PROCUREMENT POLICIES, PROCUREMENT SYSTEMS, PROGRAMS, PROJECT MONITORING, PROVIDER BEHAVIOR, PROVINCIAL LEVEL, PROVISION OF SERVICES, PUBLIC EXPENDITURE, PUBLIC EXPENDITURE TRACKING, PUBLIC EXPENDITURES, PUBLIC FINANCE, PUBLIC FINANCE PERFORMANCE, PUBLIC FINANCIAL MANAGEMENT, PUBLIC FUNDS, PUBLIC HEALTH, PUBLIC PROVISION, PUBLIC SECTOR, PUBLIC SECTOR PERFORMANCE, PUBLIC SERVICE, PUBLIC SERVICE DELIVERY, QUALITY ASSURANCE, QUALITY CONTROL, QUALITY OF EDUCATION, QUALITY OF SERVICES, REMEDY, RESOURCE FLOWS, RESOURCE MANAGEMENT, SERVICE PROVIDERS, SERVICE QUALITY, SERVICE UTILIZATION, SMS, SUB-NATIONAL GOVERNMENTS, TECHNICAL QUALITY, TRANSPARENCY, TRIALS, UNCERTAINTY, WORKERS,
Online Access:	http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110620083658 https://hdl.handle.net/10986/3454
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