Publication:
Governance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfaction

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dc.contributor.authorDiagne, Mame Fatou
dc.contributor.authorRingold, Dena
dc.contributor.authorZaidi, Salman
dc.date.accessioned2012-03-19T17:29:40Z
dc.date.available2012-03-19T17:29:40Z
dc.date.issued2012-03-01
dc.description.abstractUsing 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.en
dc.identifierhttp://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20120312134350
dc.identifier.doi10.1596/1813-9450-5994
dc.identifier.urihttps://hdl.handle.net/10986/3281
dc.languageEnglish
dc.relation.ispartofseriesPolicy Research working paper ; no. WPS 5994
dc.rightsCC BY 3.0 IGO
dc.rights.holderWorld Bank
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/igo/
dc.subjectACCESSIBILITY
dc.subjectACCOUNTABILITY
dc.subjectCITIZEN
dc.subjectCITIZEN FEEDBACK
dc.subjectCITIZENS
dc.subjectCLEANLINESS
dc.subjectCOMPLAINT
dc.subjectCOMPLAINTS
dc.subjectDELIVERY OF SERVICES
dc.subjectDEMOGRAPHIC FACTORS
dc.subjectDEVELOPMENT POLICY
dc.subjectDRUGS
dc.subjectECONOMIC TRANSITION
dc.subjectELDERLY
dc.subjectELDERLY PEOPLE
dc.subjectEMERGENCY CARE
dc.subjectFEMALE
dc.subjectFEWER CHILDREN
dc.subjectHEALTH REFORM
dc.subjectHEALTH SECTOR
dc.subjectHEALTH SERVICES
dc.subjectHEALTH SYSTEM
dc.subjectHEALTH SYSTEMS
dc.subjectHOSPITAL
dc.subjectHOSPITALS
dc.subjectHOUSEHOLD SURVEYS
dc.subjectHOUSEHOLDS
dc.subjectIMMUNIZATION
dc.subjectIMPROVING GOVERNANCE
dc.subjectINCOME
dc.subjectINFORMATION SYSTEMS
dc.subjectINSTITUTIONAL ARRANGEMENTS
dc.subjectINTERNATIONAL ORGANIZATIONS
dc.subjectJUDICIAL REVIEW
dc.subjectLABOR MARKET
dc.subjectLEGAL FRAMEWORK
dc.subjectLOCAL GOVERNMENTS
dc.subjectMEDICAL TREATMENT
dc.subjectNATIONAL GOVERNMENT
dc.subjectNATIONAL GOVERNMENTS
dc.subjectNUMBER OF CHILDREN
dc.subjectNUMBER OF WOMEN
dc.subjectPERFORMANCE RATINGS
dc.subjectPOLICE
dc.subjectPOLICY DISCUSSIONS
dc.subjectPOLICY MAKERS
dc.subjectPOLICY RESEARCH
dc.subjectPOLICY RESEARCH WORKING PAPER
dc.subjectPOLITICAL CHANGE
dc.subjectPOPULATION GROUPS
dc.subjectPRACTITIONERS
dc.subjectPREGNANT WOMEN
dc.subjectPRIMARY HEALTH CARE
dc.subjectPROGRESS
dc.subjectPUBLIC EDUCATION
dc.subjectPUBLIC HEALTH
dc.subjectPUBLIC HEALTH SERVICES
dc.subjectPUBLIC OFFICIALS
dc.subjectPUBLIC PERCEPTIONS
dc.subjectPUBLIC SERVICE
dc.subjectPUBLIC SERVICE DELIVERY
dc.subjectPUBLIC SERVICE PROVISION
dc.subjectPUBLIC SERVICES
dc.subjectQUALITY OF EDUCATION
dc.subjectQUALITY OF SERVICES
dc.subjectQUALITY SERVICES
dc.subjectREFERRAL SYSTEMS
dc.subjectRESPECT
dc.subjectRURAL AREAS
dc.subjectSECONDARY EDUCATION
dc.subjectSECONDARY SCHOOL
dc.subjectSERVICE DELIVERY
dc.subjectSERVICE PROVIDERS
dc.subjectSERVICE PROVISION
dc.subjectSERVICE QUALITY
dc.subjectSOCIAL HEALTH INSURANCE
dc.subjectSOCIAL IMPACT
dc.subjectSOCIAL OUTCOMES
dc.subjectSOCIAL SECURITY
dc.subjectSUBJECTIVE ASSESSMENTS
dc.subjectSUBJECTIVE DATA
dc.subjectTEACHING MATERIALS
dc.subjectTECHNICAL INFORMATION
dc.subjectTRAFFIC
dc.subjectUNEMPLOYMENT
dc.subjectURBAN AREAS
dc.subjectVOCATIONAL EDUCATION
dc.titleGovernance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfactionen
dspace.entity.typePublication
okr.crossref.titleGovernance and Public Service Delivery in Europe and Central Asia: Unofficial Payments, Utilization and Satisfaction
okr.date.disclosure2012-03-01
okr.date.doiregistration2025-04-10T11:02:47.632902Z
okr.doctypePublications & Research::Policy Research Working Paper
okr.docurlhttp://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20120312134350
okr.globalpracticeGovernance
okr.globalpracticeHealth, Nutrition, and Population
okr.guid685021468015003609
okr.identifier.doi10.1596/1813-9450-5994
okr.identifier.externaldocumentum000158349_20120312134350
okr.identifier.internaldocumentum15924911
okr.identifier.reportWPS5994
okr.language.supporteden
okr.pdfurlhttp://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2012/03/12/000158349_20120312134350/Rendered/PDF/WPS5994.pdfen
okr.region.administrativeEurope and Central Asia
okr.region.geographicalCentral Asia
okr.region.geographicalEastern Europe
okr.topicHealth, Nutrition and Population::Population Policies
okr.topicGovernance::Governance Indicators
okr.topicHealth, Nutrition and Population
okr.unitDevelopment Research Group (DECRG)
okr.volume1 of 1
relation.isAuthorOfPublicationa7ac8b7a-631a-59bc-b5d8-cbb93ba65bc7
relation.isAuthorOfPublication.latestForDiscoverya7ac8b7a-631a-59bc-b5d8-cbb93ba65bc7
relation.isSeriesOfPublication26e071dc-b0bf-409c-b982-df2970295c87
relation.isSeriesOfPublication.latestForDiscovery26e071dc-b0bf-409c-b982-df2970295c87
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