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

Fiszbein, Ariel; Ringold, Dena; Rogers, F. Halsey

dc.creator	Fiszbein, Ariel
dc.creator	Ringold, Dena
dc.creator	Rogers, F. Halsey
dc.date	2012-03-19T18:02:45Z
dc.date	2012-03-19T18:02:45Z
dc.date	2011-06-01
dc.date.accessioned	2023-02-17T20:57:06Z
dc.date.available	2023-02-17T20:57:06Z
dc.identifier	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
dc.identifier	http://hdl.handle.net/10986/3454
dc.identifier.uri	http://localhost:8080/xmlui/handle/CUHPOERS/244418
dc.description	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.
dc.language	English
dc.relation	Policy Research working paper ; no. WPS 5690
dc.rights	CC BY 3.0 IGO
dc.rights	http://creativecommons.org/licenses/by/3.0/igo/
dc.rights	World Bank
dc.subject	ABSENTEEISM
dc.subject	ABUSE
dc.subject	ACCESS TO INFORMATION
dc.subject	ACCOUNTABILITIES
dc.subject	ACCOUNTABILITY
dc.subject	ACCOUNTABILITY ARRANGEMENTS
dc.subject	ACCOUNTABILITY FOR PERFORMANCE
dc.subject	ACCOUNTABILITY MECHANISMS
dc.subject	ALLOCATION
dc.subject	ALLOCATION OF FUNDS
dc.subject	ASSESSMENT INSTRUMENT
dc.subject	BANKS
dc.subject	BENEFICIARIES
dc.subject	BUDGET ALLOCATIONS
dc.subject	BUDGET CREDIBILITY
dc.subject	BUDGET CYCLE
dc.subject	BUDGET EXECUTION
dc.subject	BUDGET LAW
dc.subject	BUDGET PREPARATION
dc.subject	BUDGETARY INFORMATION
dc.subject	BUDGETARY RESOURCES
dc.subject	BUSINESS CLIMATE
dc.subject	CAPITAL BUDGET
dc.subject	CASH TRANSFERS
dc.subject	CENTRAL BUDGET
dc.subject	CITIZEN
dc.subject	CITIZEN PARTICIPATION
dc.subject	CITIZENS
dc.subject	CIVIL SOCIETY
dc.subject	CLINICS
dc.subject	COMPLAINT
dc.subject	COMPLAINTS
dc.subject	COMPOSITE INDICATORS
dc.subject	COMPREHENSIVE ASSESSMENT
dc.subject	CORRUPTION
dc.subject	COUNTRY REPORTS
dc.subject	DATA COLLECTION
dc.subject	DECISION-MAKING
dc.subject	DELIVERY OF SERVICES
dc.subject	EDUCATION REFORM
dc.subject	EDUCATION SERVICES
dc.subject	EDUCATIONAL ATTAINMENT
dc.subject	ETHICS
dc.subject	EXERCISES
dc.subject	EXPENDITURE TRACKING SURVEYS
dc.subject	FACILITY SURVEYS
dc.subject	FEEDBACK MECHANISMS
dc.subject	FIGHTING CORRUPTION
dc.subject	FINANCE MANAGEMENT
dc.subject	FINANCIAL ACCOUNTABILITY
dc.subject	FINANCIAL MANAGEMENT
dc.subject	FINANCIAL PERFORMANCE
dc.subject	GOOD GOVERNANCE
dc.subject	GOVERNANCE INDICATORS
dc.subject	GOVERNANCE MEASUREMENT
dc.subject	GOVERNANCE OUTCOMES
dc.subject	GOVERNANCE PERFORMANCE
dc.subject	GOVERNANCE REFORMS
dc.subject	GOVERNMENT EXPENDITURES
dc.subject	GOVERNMENT PERFORMANCE
dc.subject	HEALTH CARE
dc.subject	HEALTH CENTERS
dc.subject	HEALTH CLINICS
dc.subject	HEALTH INDICATORS
dc.subject	HEALTH INFORMATION
dc.subject	HEALTH INSURANCE
dc.subject	HEALTH INSURANCE FUND
dc.subject	HEALTH OUTCOMES
dc.subject	HEALTH SECTOR
dc.subject	HEALTH SERVICES
dc.subject	HEAVILY INDEBTED POOR COUNTRIES
dc.subject	HIPC
dc.subject	HOSPITALS
dc.subject	HOUSEHOLD SURVEYS
dc.subject	HUMAN DEVELOPMENT
dc.subject	HUMAN RESOURCE
dc.subject	HUMAN RIGHTS
dc.subject	IMPACT EVALUATION
dc.subject	IMPROVING GOVERNANCE
dc.subject	INFANT MORTALITY
dc.subject	INFORMATION ASYMMETRIES
dc.subject	INITIATIVE
dc.subject	INSTITUTIONAL ARRANGEMENTS
dc.subject	INTEGRITY
dc.subject	INTERMEDIARIES
dc.subject	INTERNATIONAL LEVEL
dc.subject	INTERVENTION
dc.subject	INVESTIGATION
dc.subject	LAWS
dc.subject	LEADERSHIP
dc.subject	LEARNING
dc.subject	LEGAL FRAMEWORK
dc.subject	MEASUREMENT CHALLENGES
dc.subject	MEASUREMENT PROBLEMS
dc.subject	MEASURING GOVERNANCE
dc.subject	MEDIA
dc.subject	MEDICAL PROVIDER
dc.subject	MEDICAL TREATMENT
dc.subject	MEDICINES
dc.subject	MERITOCRATIC HIRING
dc.subject	MORTALITY
dc.subject	NGO
dc.subject	OUTCOME INDICATORS
dc.subject	PATIENT
dc.subject	PATIENTS
dc.subject	PEDAGOGY
dc.subject	PERFORMANCE DIMENSION
dc.subject	PERFORMANCE EVALUATION
dc.subject	PERFORMANCE INDICATORS
dc.subject	PERFORMANCE MEASUREMENT
dc.subject	PERFORMANCE MEASURES
dc.subject	PERFORMANCE MONITORING
dc.subject	POOR GOVERNANCE
dc.subject	POVERTY REDUCTION
dc.subject	POVERTY REDUCTION STRATEGY
dc.subject	PRIMARY HEALTH CARE
dc.subject	PRIMARY SCHOOLS
dc.subject	PRIVATE PROVIDERS
dc.subject	PRIVATE SCHOOLS
dc.subject	PRIVATE SECTOR
dc.subject	PRIVATE-SECTOR INVOLVEMENT
dc.subject	PROCUREMENT
dc.subject	PROCUREMENT POLICIES
dc.subject	PROCUREMENT SYSTEMS
dc.subject	PROGRAMS
dc.subject	PROJECT MONITORING
dc.subject	PROVIDER BEHAVIOR
dc.subject	PROVINCIAL LEVEL
dc.subject	PROVISION OF SERVICES
dc.subject	PUBLIC EXPENDITURE
dc.subject	PUBLIC EXPENDITURE TRACKING
dc.subject	PUBLIC EXPENDITURES
dc.subject	PUBLIC FINANCE
dc.subject	PUBLIC FINANCE PERFORMANCE
dc.subject	PUBLIC FINANCIAL MANAGEMENT
dc.subject	PUBLIC FUNDS
dc.subject	PUBLIC HEALTH
dc.subject	PUBLIC PROVISION
dc.subject	PUBLIC SECTOR
dc.subject	PUBLIC SECTOR PERFORMANCE
dc.subject	PUBLIC SERVICE
dc.subject	PUBLIC SERVICE DELIVERY
dc.subject	QUALITY ASSURANCE
dc.subject	QUALITY CONTROL
dc.subject	QUALITY OF EDUCATION
dc.subject	QUALITY OF SERVICES
dc.subject	REMEDY
dc.subject	RESOURCE FLOWS
dc.subject	RESOURCE MANAGEMENT
dc.subject	SERVICE PROVIDERS
dc.subject	SERVICE QUALITY
dc.subject	SERVICE UTILIZATION
dc.subject	SMS
dc.subject	SUB-NATIONAL GOVERNMENTS
dc.subject	TECHNICAL QUALITY
dc.subject	TRANSPARENCY
dc.subject	TRIALS
dc.subject	UNCERTAINTY
dc.subject	WORKERS
dc.title	Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors
dc.type	Publications & Research :: Policy Research Working Paper
dc.coverage	The World Region
dc.coverage	The World Region