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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

40 Pages Posted: 20 Apr 2016  

Ariel Fiszbein

World Bank - Human Development Network

Dena Ringold

World Bank

F. Halsey Rogers

World Bank

Date Written: June 1, 2011

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.

Keywords: Health Monitoring & Evaluation, Governance Indicators, Public Sector Corruption & Anticorruption Measures, Poverty Monitoring & Analysis, Public Sector Expenditure Policy

Suggested Citation

Fiszbein, Ariel and Ringold, Dena and Rogers, F. Halsey, Making Services Work: Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors (June 1, 2011). World Bank Policy Research Working Paper No. 5690. Available at SSRN: https://ssrn.com/abstract=1871586

Ariel Fiszbein (Contact Author)

World Bank - Human Development Network ( email )

1818 H Street, NW
Washington, DC 20433
United States

Dena Ringold

World Bank ( email )

1818 H Street, NW
Washington, DC 20433
United States

F. Rogers

World Bank ( email )

1818 H Street, N.W.
Washington, DC 20433
United States

HOME PAGE: http://econ.worldbank.org/staff/hrogers

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