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

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dc.contributor.authorRingold, Dena
dc.contributor.authorFiszbein, Ariel
dc.contributor.authorRogers, F. Halsey
dc.date.accessioned2012-03-19T18:02:45Z
dc.date.available2012-03-19T18:02:45Z
dc.date.issued2011-06-01
dc.description.abstractImproving 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.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_20110620083658
dc.identifier.doi10.1596/1813-9450-5690
dc.identifier.urihttps://hdl.handle.net/10986/3454
dc.languageEnglish
dc.relation.ispartofseriesPolicy Research working paper ; no. WPS 5690
dc.rightsCC BY 3.0 IGO
dc.rights.holderWorld Bank
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/igo/
dc.subjectABSENTEEISM
dc.subjectABUSE
dc.subjectACCESS TO INFORMATION
dc.subjectACCOUNTABILITIES
dc.subjectACCOUNTABILITY
dc.subjectACCOUNTABILITY ARRANGEMENTS
dc.subjectACCOUNTABILITY FOR PERFORMANCE
dc.subjectACCOUNTABILITY MECHANISMS
dc.subjectALLOCATION
dc.subjectALLOCATION OF FUNDS
dc.subjectASSESSMENT INSTRUMENT
dc.subjectBANKS
dc.subjectBENEFICIARIES
dc.subjectBUDGET ALLOCATIONS
dc.subjectBUDGET CREDIBILITY
dc.subjectBUDGET CYCLE
dc.subjectBUDGET EXECUTION
dc.subjectBUDGET LAW
dc.subjectBUDGET PREPARATION
dc.subjectBUDGETARY INFORMATION
dc.subjectBUDGETARY RESOURCES
dc.subjectBUSINESS CLIMATE
dc.subjectCAPITAL BUDGET
dc.subjectCASH TRANSFERS
dc.subjectCENTRAL BUDGET
dc.subjectCITIZEN
dc.subjectCITIZEN PARTICIPATION
dc.subjectCITIZENS
dc.subjectCIVIL SOCIETY
dc.subjectCLINICS
dc.subjectCOMPLAINT
dc.subjectCOMPLAINTS
dc.subjectCOMPOSITE INDICATORS
dc.subjectCOMPREHENSIVE ASSESSMENT
dc.subjectCORRUPTION
dc.subjectCOUNTRY REPORTS
dc.subjectDATA COLLECTION
dc.subjectDECISION-MAKING
dc.subjectDELIVERY OF SERVICES
dc.subjectEDUCATION REFORM
dc.subjectEDUCATION SERVICES
dc.subjectEDUCATIONAL ATTAINMENT
dc.subjectETHICS
dc.subjectEXERCISES
dc.subjectEXPENDITURE TRACKING SURVEYS
dc.subjectFACILITY SURVEYS
dc.subjectFEEDBACK MECHANISMS
dc.subjectFIGHTING CORRUPTION
dc.subjectFINANCE MANAGEMENT
dc.subjectFINANCIAL ACCOUNTABILITY
dc.subjectFINANCIAL MANAGEMENT
dc.subjectFINANCIAL PERFORMANCE
dc.subjectGOOD GOVERNANCE
dc.subjectGOVERNANCE INDICATORS
dc.subjectGOVERNANCE MEASUREMENT
dc.subjectGOVERNANCE OUTCOMES
dc.subjectGOVERNANCE PERFORMANCE
dc.subjectGOVERNANCE REFORMS
dc.subjectGOVERNMENT EXPENDITURES
dc.subjectGOVERNMENT PERFORMANCE
dc.subjectHEALTH CARE
dc.subjectHEALTH CENTERS
dc.subjectHEALTH CLINICS
dc.subjectHEALTH INDICATORS
dc.subjectHEALTH INFORMATION
dc.subjectHEALTH INSURANCE
dc.subjectHEALTH INSURANCE FUND
dc.subjectHEALTH OUTCOMES
dc.subjectHEALTH SECTOR
dc.subjectHEALTH SERVICES
dc.subjectHEAVILY INDEBTED POOR COUNTRIES
dc.subjectHIPC
dc.subjectHOSPITALS
dc.subjectHOUSEHOLD SURVEYS
dc.subjectHUMAN DEVELOPMENT
dc.subjectHUMAN RESOURCE
dc.subjectHUMAN RIGHTS
dc.subjectIMPACT EVALUATION
dc.subjectIMPROVING GOVERNANCE
dc.subjectINFANT MORTALITY
dc.subjectINFORMATION ASYMMETRIES
dc.subjectINITIATIVE
dc.subjectINSTITUTIONAL ARRANGEMENTS
dc.subjectINTEGRITY
dc.subjectINTERMEDIARIES
dc.subjectINTERNATIONAL LEVEL
dc.subjectINTERVENTION
dc.subjectINVESTIGATION
dc.subjectLAWS
dc.subjectLEADERSHIP
dc.subjectLEARNING
dc.subjectLEGAL FRAMEWORK
dc.subjectMEASUREMENT CHALLENGES
dc.subjectMEASUREMENT PROBLEMS
dc.subjectMEASURING GOVERNANCE
dc.subjectMEDIA
dc.subjectMEDICAL PROVIDER
dc.subjectMEDICAL TREATMENT
dc.subjectMEDICINES
dc.subjectMERITOCRATIC HIRING
dc.subjectMORTALITY
dc.subjectNGO
dc.subjectOUTCOME INDICATORS
dc.subjectPATIENT
dc.subjectPATIENTS
dc.subjectPEDAGOGY
dc.subjectPERFORMANCE DIMENSION
dc.subjectPERFORMANCE EVALUATION
dc.subjectPERFORMANCE INDICATORS
dc.subjectPERFORMANCE MEASUREMENT
dc.subjectPERFORMANCE MEASURES
dc.subjectPERFORMANCE MONITORING
dc.subjectPOOR GOVERNANCE
dc.subjectPOVERTY REDUCTION
dc.subjectPOVERTY REDUCTION STRATEGY
dc.subjectPRIMARY HEALTH CARE
dc.subjectPRIMARY SCHOOLS
dc.subjectPRIVATE PROVIDERS
dc.subjectPRIVATE SCHOOLS
dc.subjectPRIVATE SECTOR
dc.subjectPRIVATE-SECTOR INVOLVEMENT
dc.subjectPROCUREMENT
dc.subjectPROCUREMENT POLICIES
dc.subjectPROCUREMENT SYSTEMS
dc.subjectPROGRAMS
dc.subjectPROJECT MONITORING
dc.subjectPROVIDER BEHAVIOR
dc.subjectPROVINCIAL LEVEL
dc.subjectPROVISION OF SERVICES
dc.subjectPUBLIC EXPENDITURE
dc.subjectPUBLIC EXPENDITURE TRACKING
dc.subjectPUBLIC EXPENDITURES
dc.subjectPUBLIC FINANCE
dc.subjectPUBLIC FINANCE PERFORMANCE
dc.subjectPUBLIC FINANCIAL MANAGEMENT
dc.subjectPUBLIC FUNDS
dc.subjectPUBLIC HEALTH
dc.subjectPUBLIC PROVISION
dc.subjectPUBLIC SECTOR
dc.subjectPUBLIC SECTOR PERFORMANCE
dc.subjectPUBLIC SERVICE
dc.subjectPUBLIC SERVICE DELIVERY
dc.subjectQUALITY ASSURANCE
dc.subjectQUALITY CONTROL
dc.subjectQUALITY OF EDUCATION
dc.subjectQUALITY OF SERVICES
dc.subjectREMEDY
dc.subjectRESOURCE FLOWS
dc.subjectRESOURCE MANAGEMENT
dc.subjectSERVICE PROVIDERS
dc.subjectSERVICE QUALITY
dc.subjectSERVICE UTILIZATION
dc.subjectSMS
dc.subjectSUB-NATIONAL GOVERNMENTS
dc.subjectTECHNICAL QUALITY
dc.subjectTRANSPARENCY
dc.subjectTRIALS
dc.subjectUNCERTAINTY
dc.subjectWORKERS
dc.titleMaking Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectorsen
dspace.entity.typePublication
okr.crossref.titleMaking Services Work: Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors
okr.date.disclosure2011-06-01
okr.date.doiregistration2025-04-10T11:26:35.089960Z
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_20110620083658
okr.globalpracticeGovernance
okr.globalpracticeHealth, Nutrition, and Population
okr.guid407281468176676618
okr.identifier.doi10.1596/1813-9450-5690
okr.identifier.externaldocumentum000158349_20110620083658
okr.identifier.internaldocumentum14410174
okr.identifier.reportWPS5690
okr.language.supporteden
okr.pdfurlhttp://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2011/06/20/000158349_20110620083658/Rendered/PDF/WPS5690.pdfen
okr.region.administrativeThe World Region
okr.region.administrativeThe World Region
okr.topicPublic Sector Expenditure Policy
okr.topicGovernance::Governance Indicators
okr.topicHealth, Nutrition and Population
okr.unitDevelopment Research Group (DECRG)
okr.volume1 of 1
relation.isAuthorOfPublication87c4d31c-556e-5de2-b7b6-76c2ccc1eeab
relation.isAuthorOfPublication.latestForDiscovery87c4d31c-556e-5de2-b7b6-76c2ccc1eeab
relation.isSeriesOfPublication26e071dc-b0bf-409c-b982-df2970295c87
relation.isSeriesOfPublication.latestForDiscovery26e071dc-b0bf-409c-b982-df2970295c87
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