Municipal Management and Local Governance : A Service Delivery Perspective
The Norwegian Social Science Research Institute (FAFO) in conjunction with field based teams in five Middle East and North Africa (MNA) region countries worked under the guidance of the World Bank to organize, design and implement a Service Deliver...
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Format: | Policy Note |
Language: | English en_US |
Published: |
World Bank, Washington, DC
2014
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Online Access: | http://documents.worldbank.org/curated/en/2007/03/12567878/municipal-management-local-governance-service-delivery-perspective-giving-voice-end-user-perspectives-public-service-provision http://hdl.handle.net/10986/19616 |
Summary: | The Norwegian Social Science Research
Institute (FAFO) in conjunction with field based teams in
five Middle East and North Africa (MNA) region countries
worked under the guidance of the World Bank to organize,
design and implement a Service Delivery Survey (SDS)
spanning the period 2005-61. The SDS diagnostic examines the
linkages between government policies and service delivery
performance. The aim of the exercise was to provide an
end-user perspective on potential ways of improving service
quality, cost and outreach outcomes. It builds upon the
institutional and policy review carried out in the MNA-8
countries by the World Bank in 2004 and uses the body of
knowledge generated as a basis for refining the service
delivery analysis in several ways. First, by surveying
end-users it assesses their perception of the quality and
coverage of services, improvements that they have noted, and
the deficiencies that still exist. Second, it gauges their
understanding of the service delivery mechanism, i.e.
whether the users feel private sector providers, local
governments, central government agencies or other providers
are the preferred provider; if so, why; and whether there
are general principles that can be derived from the user
feedback. Third, it also considers the costs of provision
under alternative arrangements, efficiency gains and
inherent subsidies or losses that could be potentially
averted under alternative institutional arrangements. Two
methodologies were employed; focus group discussions
complemented by Transect surveys, which, together, provide a
window to the overall nature of service delivery in the
selected Middle East countries. Certain central themes and
concerns cutting across different services and countries
emerge from these discussions. These are highlighted below.
However, it should be noted that the purpose of implementing
the SDS was not to generate definitive policy
recommendations for each country. Samples sizes of cities
(two per country) and within city (100 transect
questionnaires and approximately 45 focus group discussion
participants) hardly constitute a representative sample.
Rather, the purpose of the SDS was to expose central
government officials and city-level representatives and
staff to cost-effective tools and techniques in consulting
their constituents on key service delivery issues. |
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