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

关键词: ABSENTEEISM;    ABUSE;    ACCESS TO INFORMATION;    ACCOUNTABILITIES;    ACCOUNTABILITY;   

DOI  :  10.1596/1813-9450-5690
RP-ID  :  WPS5690

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

Improving governance is central toimproving results in human development. It is clear thatmoney is not enough: improved outcomes from service deliveryrequire better governance, including mechanisms for holdingservice providers accountable and appropriate incentives forperformance. There is therefore a growing demand forindicators to measure how and whether these processes work,and how they affect health and education results. This papermakes the case for measuring governance policies andperformance, and the quality of service delivery in healthand education. It develops a framework for selecting andmeasuring a set of indicators and proposes options, drawingfrom new and innovative measurement tools and approaches.The paper proposes the adoption of a more systematicapproach that will both facilitate the work of health andeducation policymakers and allow for cross-countrycomparisons and benchmarking.