Governance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfaction
Using data from the 2010 Life in Transition Survey, this paper examines the levels of citizens' satisfaction with public service delivery in Europe and Central Asia and identifies some factors that may help explain variation in utilization and...
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| Format: | Policy Research Working Paper |
| Language: | English |
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2012
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| Online Access: | http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20120312134350 http://hdl.handle.net/10986/3281 |
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okr-10986-32812021-04-23T14:02:08Z Governance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfaction Diagne, Mame Fatou Ringold, Dena Zaidi, Salman ACCESSIBILITY ACCOUNTABILITY CITIZEN CITIZEN FEEDBACK CITIZENS CLEANLINESS COMPLAINT COMPLAINTS DELIVERY OF SERVICES DEMOGRAPHIC FACTORS DEVELOPMENT POLICY DRUGS ECONOMIC TRANSITION ELDERLY ELDERLY PEOPLE EMERGENCY CARE FEMALE FEWER CHILDREN HEALTH REFORM HEALTH SECTOR HEALTH SERVICES HEALTH SYSTEM HEALTH SYSTEMS HOSPITAL HOSPITALS HOUSEHOLD SURVEYS HOUSEHOLDS IMMUNIZATION IMPROVING GOVERNANCE INCOME INFORMATION SYSTEMS INSTITUTIONAL ARRANGEMENTS INTERNATIONAL ORGANIZATIONS JUDICIAL REVIEW LABOR MARKET LEGAL FRAMEWORK LOCAL GOVERNMENTS MEDICAL TREATMENT NATIONAL GOVERNMENT NATIONAL GOVERNMENTS NUMBER OF CHILDREN NUMBER OF WOMEN PERFORMANCE RATINGS POLICE POLICY DISCUSSIONS POLICY MAKERS POLICY RESEARCH POLICY RESEARCH WORKING PAPER POLITICAL CHANGE POPULATION GROUPS PRACTITIONERS PREGNANT WOMEN PRIMARY HEALTH CARE PROGRESS PUBLIC EDUCATION PUBLIC HEALTH PUBLIC HEALTH SERVICES PUBLIC OFFICIALS PUBLIC PERCEPTIONS PUBLIC SERVICE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVISION PUBLIC SERVICES QUALITY OF EDUCATION QUALITY OF SERVICES QUALITY SERVICES REFERRAL SYSTEMS RESPECT RURAL AREAS SECONDARY EDUCATION SECONDARY SCHOOL SERVICE DELIVERY SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SOCIAL HEALTH INSURANCE SOCIAL IMPACT SOCIAL OUTCOMES SOCIAL SECURITY SUBJECTIVE ASSESSMENTS SUBJECTIVE DATA TEACHING MATERIALS TECHNICAL INFORMATION TRAFFIC UNEMPLOYMENT URBAN AREAS VOCATIONAL EDUCATION Using data from the 2010 Life in Transition Survey, this paper examines the levels of citizens' satisfaction with public service delivery in Europe and Central Asia and identifies some factors that may help explain variation in utilization and levels of satisfaction with service delivery. It finds satisfaction with public service delivery in Europe and Central Asia to be relatively high, and, despite the adverse economic and social impact of the recent global economic crisis, to have risen since 2006 in most countries in the region. However, the level of satisfaction with public service delivery in Eastern European and Central Asian countries in 2010 remains lower than in Western European comparator countries. Although the Life in Transition Survey does not provide specific objective measures of service delivery quality and efficiency, the data provide three important clues that may help explain why satisfaction is lower in transition countries than in western comparators: (i) relatively higher utilization of public services in Eastern European and Central Asian countries, (ii) relatively higher reported prevalence of unofficial payments, and (iii) relatively underdeveloped mechanisms for grievance redress. 2012-03-19T17:29:40Z 2012-03-19T17:29:40Z 2012-03-01 http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20120312134350 http://hdl.handle.net/10986/3281 English Policy Research working paper ; no. WPS 5994 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank Publications & Research :: Policy Research Working Paper Europe and Central Asia Central Asia Eastern Europe |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English |
| topic |
ACCESSIBILITY ACCOUNTABILITY CITIZEN CITIZEN FEEDBACK CITIZENS CLEANLINESS COMPLAINT COMPLAINTS DELIVERY OF SERVICES DEMOGRAPHIC FACTORS DEVELOPMENT POLICY DRUGS ECONOMIC TRANSITION ELDERLY ELDERLY PEOPLE EMERGENCY CARE FEMALE FEWER CHILDREN HEALTH REFORM HEALTH SECTOR HEALTH SERVICES HEALTH SYSTEM HEALTH SYSTEMS HOSPITAL HOSPITALS HOUSEHOLD SURVEYS HOUSEHOLDS IMMUNIZATION IMPROVING GOVERNANCE INCOME INFORMATION SYSTEMS INSTITUTIONAL ARRANGEMENTS INTERNATIONAL ORGANIZATIONS JUDICIAL REVIEW LABOR MARKET LEGAL FRAMEWORK LOCAL GOVERNMENTS MEDICAL TREATMENT NATIONAL GOVERNMENT NATIONAL GOVERNMENTS NUMBER OF CHILDREN NUMBER OF WOMEN PERFORMANCE RATINGS POLICE POLICY DISCUSSIONS POLICY MAKERS POLICY RESEARCH POLICY RESEARCH WORKING PAPER POLITICAL CHANGE POPULATION GROUPS PRACTITIONERS PREGNANT WOMEN PRIMARY HEALTH CARE PROGRESS PUBLIC EDUCATION PUBLIC HEALTH PUBLIC HEALTH SERVICES PUBLIC OFFICIALS PUBLIC PERCEPTIONS PUBLIC SERVICE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVISION PUBLIC SERVICES QUALITY OF EDUCATION QUALITY OF SERVICES QUALITY SERVICES REFERRAL SYSTEMS RESPECT RURAL AREAS SECONDARY EDUCATION SECONDARY SCHOOL SERVICE DELIVERY SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SOCIAL HEALTH INSURANCE SOCIAL IMPACT SOCIAL OUTCOMES SOCIAL SECURITY SUBJECTIVE ASSESSMENTS SUBJECTIVE DATA TEACHING MATERIALS TECHNICAL INFORMATION TRAFFIC UNEMPLOYMENT URBAN AREAS VOCATIONAL EDUCATION |
| spellingShingle |
ACCESSIBILITY ACCOUNTABILITY CITIZEN CITIZEN FEEDBACK CITIZENS CLEANLINESS COMPLAINT COMPLAINTS DELIVERY OF SERVICES DEMOGRAPHIC FACTORS DEVELOPMENT POLICY DRUGS ECONOMIC TRANSITION ELDERLY ELDERLY PEOPLE EMERGENCY CARE FEMALE FEWER CHILDREN HEALTH REFORM HEALTH SECTOR HEALTH SERVICES HEALTH SYSTEM HEALTH SYSTEMS HOSPITAL HOSPITALS HOUSEHOLD SURVEYS HOUSEHOLDS IMMUNIZATION IMPROVING GOVERNANCE INCOME INFORMATION SYSTEMS INSTITUTIONAL ARRANGEMENTS INTERNATIONAL ORGANIZATIONS JUDICIAL REVIEW LABOR MARKET LEGAL FRAMEWORK LOCAL GOVERNMENTS MEDICAL TREATMENT NATIONAL GOVERNMENT NATIONAL GOVERNMENTS NUMBER OF CHILDREN NUMBER OF WOMEN PERFORMANCE RATINGS POLICE POLICY DISCUSSIONS POLICY MAKERS POLICY RESEARCH POLICY RESEARCH WORKING PAPER POLITICAL CHANGE POPULATION GROUPS PRACTITIONERS PREGNANT WOMEN PRIMARY HEALTH CARE PROGRESS PUBLIC EDUCATION PUBLIC HEALTH PUBLIC HEALTH SERVICES PUBLIC OFFICIALS PUBLIC PERCEPTIONS PUBLIC SERVICE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVISION PUBLIC SERVICES QUALITY OF EDUCATION QUALITY OF SERVICES QUALITY SERVICES REFERRAL SYSTEMS RESPECT RURAL AREAS SECONDARY EDUCATION SECONDARY SCHOOL SERVICE DELIVERY SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SOCIAL HEALTH INSURANCE SOCIAL IMPACT SOCIAL OUTCOMES SOCIAL SECURITY SUBJECTIVE ASSESSMENTS SUBJECTIVE DATA TEACHING MATERIALS TECHNICAL INFORMATION TRAFFIC UNEMPLOYMENT URBAN AREAS VOCATIONAL EDUCATION Diagne, Mame Fatou Ringold, Dena Zaidi, Salman Governance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfaction |
| geographic_facet |
Europe and Central Asia Central Asia Eastern Europe |
| relation |
Policy Research working paper ; no. WPS 5994 |
| description |
Using data from the 2010 Life in
Transition Survey, this paper examines the levels of
citizens' satisfaction with public service delivery in
Europe and Central Asia and identifies some factors that may
help explain variation in utilization and levels of
satisfaction with service delivery. It finds satisfaction
with public service delivery in Europe and Central Asia to
be relatively high, and, despite the adverse economic and
social impact of the recent global economic crisis, to have
risen since 2006 in most countries in the region. However,
the level of satisfaction with public service delivery in
Eastern European and Central Asian countries in 2010 remains
lower than in Western European comparator countries.
Although the Life in Transition Survey does not provide
specific objective measures of service delivery quality and
efficiency, the data provide three important clues that may
help explain why satisfaction is lower in transition
countries than in western comparators: (i) relatively higher
utilization of public services in Eastern European and
Central Asian countries, (ii) relatively higher reported
prevalence of unofficial payments, and (iii) relatively
underdeveloped mechanisms for grievance redress. |
| format |
Publications & Research :: Policy Research Working Paper |
| author |
Diagne, Mame Fatou Ringold, Dena Zaidi, Salman |
| author_facet |
Diagne, Mame Fatou Ringold, Dena Zaidi, Salman |
| author_sort |
Diagne, Mame Fatou |
| title |
Governance and Public Service Delivery in Europe and Central Asia :
Unofficial Payments, Utilization and Satisfaction |
| title_short |
Governance and Public Service Delivery in Europe and Central Asia :
Unofficial Payments, Utilization and Satisfaction |
| title_full |
Governance and Public Service Delivery in Europe and Central Asia :
Unofficial Payments, Utilization and Satisfaction |
| title_fullStr |
Governance and Public Service Delivery in Europe and Central Asia :
Unofficial Payments, Utilization and Satisfaction |
| title_full_unstemmed |
Governance and Public Service Delivery in Europe and Central Asia :
Unofficial Payments, Utilization and Satisfaction |
| title_sort |
governance and public service delivery in europe and central asia :
unofficial payments, utilization and satisfaction |
| publishDate |
2012 |
| url |
http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20120312134350 http://hdl.handle.net/10986/3281 |
| _version_ |
1764386725555077120 |