Publication: Indicators of Citizen-Centric Public Service Delivery
Date
2018-05
ISSN
Published
2018-05
Author(s)
World Bank Group
Abstract
This report and the instruments it
proposes aim at assisting public administrators in ensuring
that their service delivery mechanisms respond to the needs
and expectations of citizens. This document summarizes
research undertaken under the set of activities dealing with
citizen-centric governance indicators, that is, indicators
that measure the capacity of public agencies to put the
needs of citizens at the center of their service delivery
mechanisms. The report is structured into five parts. Part I
presents the conceptual framework that forms the backdrop
for developing citizen-centric service delivery indicators
and summarizes what citizen-centric service delivery
entails. Part II introduces two complementary tools designed
to assess the performance of public institutions and the
quality of public services from the perspective of European
Union citizens: a demand-side citizen survey and a
supply-side self-assessment checklist for public
administrators. These complementary instruments, assist
public agencies identify gaps and areas for improvement in
their service delivery mechanisms by gathering direct
feedback regarding the experiences and perceptions of their
users and by critically examining public sector efforts to
fulfill the needs and expectations of citizens. The
instruments are flexible, inspirational tools that provide
an initial grid for administrations willing to move one step
closer to their citizens. Part III describes options for
customizing the instruments, which can be adapted to a
variety of circumstances and service delivery types. Parts
IV and V present the citizen survey and administrator checklist.
Citation
“World Bank Group. 2018. Indicators of Citizen-Centric Public Service Delivery. © World Bank, Washington, DC. http://hdl.handle.net/10986/30030 License: CC BY 3.0 IGO.”