Measuring Governance and Service Delivery in Safety Net Programs

This paper develops a framework to assess organizational performance in the delivery of social safety nets. Specifically, it provides guidance to task teams and program managers for identifying indicators of governance and service quality in target...

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Bibliographic Details
Main Author:	Rubio, Gloria M.
Format:	Working Paper
Language:	English en_US
Published:	World Bank, Washington, DC 2017
Subjects:	ABSENTEEISM ACCOUNTABILITY ACCOUNTABILITY ARRANGEMENTS ACCOUNTABILITY FRAMEWORK ACCOUNTABILITY IN SERVICE DELIVERY ACCOUNTABILITY MECHANISM ACCOUNTABILITY RELATIONSHIPS ACCOUNTABILITY SYSTEMS ACCOUNTING ADMINISTRATION COSTS ADMINISTRATIVE EFFICIENCY ADMINISTRATIVE PROCEDURES AID ALLOCATION ANNUAL FINANCIAL STATEMENTS ANNUAL PERFORMANCE ANTI-CORRUPTION AUDIT INSTITUTIONS AUTHORIZATION BENEFICIARIES BUDGET ALLOCATIONS BUDGET CIRCULAR BUDGET EXECUTION BUDGET PLANNING BUDGET PREPARATION BUDGET PREPARATION PROCESS BUDGET REPORTING BUDGET SUBMISSIONS BUDGETARY FUNDS BUREAUCRACY CASH ASSISTANCE CASH BENEFITS CASH FLOWS CASH TRANSFERS CENTRAL GOVERNMENT CITIZENS CIVIL SERVANTS CIVIL SERVICE CIVIL SOCIETY COMPREHENSIVE DISCUSSION CONSENSUS CONSTITUENCIES CORRUPTION COST-EFFECTIVENESS CRIME DATA COLLECTION DECENTRALIZATION DECISION MAKING DECISION MAKING PROCESS DEMOCRACY DEMOCRATIC GOVERNANCE DIAGNOSTIC SURVEYS DISCLOSURE DISCRIMINATION DOMESTIC GOVERNANCE ETHICAL STANDARDS EXECUTION EXPANSION PLAN EXPENDITURE EXTERNAL AUDIT FINANCIAL MANAGEMENT FINANCIAL SYSTEMS FISCAL MODULE GOOD GOVERNANCE GOVERNANCE DIMENSION GOVERNANCE INDICATOR GOVERNANCE ISSUES GOVERNANCE MEASUREMENT GOVERNANCE PERFORMANCE GOVERNANCE REFORM GOVERNMENT LEVELS GOVERNMENT PERFORMANCE GOVERNMENTAL SOURCES HEALTH CARE HUMAN DEVELOPMENT HUMAN DEVELOPMENT NETWORK HUMAN RESOURCE HUMAN RESOURCE MANAGEMENT HUMAN RESOURCE POLICIES HUMAN RIGHTS INCOME INCOME DISTRIBUTION INDEPENDENT ASSESSMENT INFLATION INSTITUTIONAL ANALYSIS INSTITUTIONAL ARRANGEMENTS INTERNAL AUDIT INTERNAL AUDIT FINDINGS INTERNAL AUDIT FUNCTION INTERNAL CONTROLS INTERNATIONAL COMMUNITY INTERNATIONAL DEVELOPMENT INVESTMENT EXPENDITURE LABOR MARKETS LEGAL FRAMEWORK LEGISLATION LEGISLATIVE FRAMEWORK LEGISLATURE LEVELS OF GOVERNMENT LOCAL GOVERNMENT MASS MEDIA MEASURING GOVERNANCE MINISTRY OF FINANCE MONEY LAUNDERING NATIONAL GOVERNMENTS NATIONAL INCOME NATIONAL LEVEL NATIONS OLD-AGE OPERATIONAL PERFORMANCE OPERATIONAL PROCESSES ORGANIZATIONAL PERFORMANCE PENSION SYSTEMS PERFORMANCE ASSESSMENT PERFORMANCE AUDITS PERFORMANCE DIMENSION PERFORMANCE EVALUATION PERFORMANCE FRAMEWORK PERFORMANCE INDICATORS PERFORMANCE MANAGEMENT PERFORMANCE MEASUREMENT PERFORMANCE MEASURES PERFORMANCE MONITORING PERFORMANCE STANDARDS POLITICAL ECONOMY POLITICAL INFLUENCE POLITICIANS POOR GOVERNANCE POVERTY REDUCTION PRIVATE FIRMS PRIVATE SECTOR PROGRAM EVALUATION PROGRAM IMPLEMENTATION PROGRAM MANAGEMENT PROGRAM MANAGERS PROGRAM OBJECTIVES PROGRAM OPERATIONS PROGRAM OUTCOMES PROGRAM RESULTS PROGRAMS PUBLIC ADMINISTRATION PUBLIC AWARENESS PUBLIC EMPLOYMENT PUBLIC EXPENDITURE PUBLIC EXPENDITURE TRACKING PUBLIC FINANCIAL MANAGEMENT PUBLIC FUNDS PUBLIC ORGANIZATIONS PUBLIC SECTOR PUBLIC SECTOR MANAGEMENT PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVIDERS PUBLIC SERVICE PROVISION QUALITY CONTROL REFORM PROCESSES REGULATORY FRAMEWORK REPRESENTATIVES RESOURCE ALLOCATION RISK MANAGEMENT SECTOR POLICIES SERVICE DELIVERY SERVICE PROVIDER SERVICE QUALITY SOCIAL ASSISTANCE SOCIAL ASSISTANCE PROGRAM SOCIAL ASSISTANCE SYSTEM SOCIAL CONTROL SOCIAL DEVELOPMENT SOCIAL INSURANCE SOCIAL PROTECTION SOCIAL PROTECTION SECTOR SOCIAL PROTECTION SYSTEM SOCIAL SAFETY SOCIAL SAFETY NET SOCIAL SECURITY SOCIAL SERVICES SUBNATIONAL GOVERNMENT TRANSFER PAYMENTS TRANSPARENCY VOTING
Online Access:	http://documents.worldbank.org/curated/en/791721468053968792/Measuring-governance-and-service-delivery-in-safety-net-programs http://hdl.handle.net/10986/26826

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Summary:	This paper develops a framework to assess organizational performance in the delivery of social safety nets. Specifically, it provides guidance to task teams and program managers for identifying indicators of governance and service quality in targeted cash transfer programs. The paper identifies governance issues along the results chain of service delivery and suggests policy and performance indicators for assessing program inputs, human resources, financing and resource management; and program activities, operational procedures, Management Information Systems (MIS) and control. It also suggests indicators of organizational performance and the quality of outputs, including demand-side accountability mechanisms.

Measuring Governance and Service Delivery in Safety Net Programs

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