Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors
Improving 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 a...
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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_20110620083658 http://hdl.handle.net/10986/3454 |
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okr-10986-3454 |
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oai_dc |
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Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English |
| topic |
ABSENTEEISM ABUSE ACCESS TO INFORMATION ACCOUNTABILITIES ACCOUNTABILITY ACCOUNTABILITY ARRANGEMENTS ACCOUNTABILITY FOR PERFORMANCE ACCOUNTABILITY MECHANISMS ALLOCATION ALLOCATION OF FUNDS ASSESSMENT INSTRUMENT BANKS BENEFICIARIES BUDGET ALLOCATIONS BUDGET CREDIBILITY BUDGET CYCLE BUDGET EXECUTION BUDGET LAW BUDGET PREPARATION BUDGETARY INFORMATION BUDGETARY RESOURCES BUSINESS CLIMATE CAPITAL BUDGET CASH TRANSFERS CENTRAL BUDGET CITIZEN CITIZEN PARTICIPATION CITIZENS CIVIL SOCIETY CLINICS COMPLAINT COMPLAINTS COMPOSITE INDICATORS COMPREHENSIVE ASSESSMENT CORRUPTION COUNTRY REPORTS DATA COLLECTION DECISION-MAKING DELIVERY OF SERVICES EDUCATION REFORM EDUCATION SERVICES EDUCATIONAL ATTAINMENT ETHICS EXERCISES EXPENDITURE TRACKING SURVEYS FACILITY SURVEYS FEEDBACK MECHANISMS FIGHTING CORRUPTION FINANCE MANAGEMENT FINANCIAL ACCOUNTABILITY FINANCIAL MANAGEMENT FINANCIAL PERFORMANCE GOOD GOVERNANCE GOVERNANCE INDICATORS GOVERNANCE MEASUREMENT GOVERNANCE OUTCOMES GOVERNANCE PERFORMANCE GOVERNANCE REFORMS GOVERNMENT EXPENDITURES GOVERNMENT PERFORMANCE HEALTH CARE HEALTH CENTERS HEALTH CLINICS HEALTH INDICATORS HEALTH INFORMATION HEALTH INSURANCE HEALTH INSURANCE FUND HEALTH OUTCOMES HEALTH SECTOR HEALTH SERVICES HEAVILY INDEBTED POOR COUNTRIES HIPC HOSPITALS HOUSEHOLD SURVEYS HUMAN DEVELOPMENT HUMAN RESOURCE HUMAN RIGHTS IMPACT EVALUATION IMPROVING GOVERNANCE INFANT MORTALITY INFORMATION ASYMMETRIES INITIATIVE INSTITUTIONAL ARRANGEMENTS INTEGRITY INTERMEDIARIES INTERNATIONAL LEVEL INTERVENTION INVESTIGATION LAWS LEADERSHIP LEARNING LEGAL FRAMEWORK MEASUREMENT CHALLENGES MEASUREMENT PROBLEMS MEASURING GOVERNANCE MEDIA MEDICAL PROVIDER MEDICAL TREATMENT MEDICINES MERITOCRATIC HIRING MORTALITY NGO OUTCOME INDICATORS PATIENT PATIENTS PEDAGOGY PERFORMANCE DIMENSION PERFORMANCE EVALUATION PERFORMANCE INDICATORS PERFORMANCE MEASUREMENT PERFORMANCE MEASURES PERFORMANCE MONITORING POOR GOVERNANCE POVERTY REDUCTION POVERTY REDUCTION STRATEGY PRIMARY HEALTH CARE PRIMARY SCHOOLS PRIVATE PROVIDERS PRIVATE SCHOOLS PRIVATE SECTOR PRIVATE-SECTOR INVOLVEMENT PROCUREMENT PROCUREMENT POLICIES PROCUREMENT SYSTEMS PROGRAMS PROJECT MONITORING PROVIDER BEHAVIOR PROVINCIAL LEVEL PROVISION OF SERVICES PUBLIC EXPENDITURE PUBLIC EXPENDITURE TRACKING PUBLIC EXPENDITURES PUBLIC FINANCE PUBLIC FINANCE PERFORMANCE PUBLIC FINANCIAL MANAGEMENT PUBLIC FUNDS PUBLIC HEALTH PUBLIC PROVISION PUBLIC SECTOR PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE PUBLIC SERVICE DELIVERY QUALITY ASSURANCE QUALITY CONTROL QUALITY OF EDUCATION QUALITY OF SERVICES REMEDY RESOURCE FLOWS RESOURCE MANAGEMENT SERVICE PROVIDERS SERVICE QUALITY SERVICE UTILIZATION SMS SUB-NATIONAL GOVERNMENTS TECHNICAL QUALITY TRANSPARENCY TRIALS UNCERTAINTY WORKERS |
| spellingShingle |
ABSENTEEISM ABUSE ACCESS TO INFORMATION ACCOUNTABILITIES ACCOUNTABILITY ACCOUNTABILITY ARRANGEMENTS ACCOUNTABILITY FOR PERFORMANCE ACCOUNTABILITY MECHANISMS ALLOCATION ALLOCATION OF FUNDS ASSESSMENT INSTRUMENT BANKS BENEFICIARIES BUDGET ALLOCATIONS BUDGET CREDIBILITY BUDGET CYCLE BUDGET EXECUTION BUDGET LAW BUDGET PREPARATION BUDGETARY INFORMATION BUDGETARY RESOURCES BUSINESS CLIMATE CAPITAL BUDGET CASH TRANSFERS CENTRAL BUDGET CITIZEN CITIZEN PARTICIPATION CITIZENS CIVIL SOCIETY CLINICS COMPLAINT COMPLAINTS COMPOSITE INDICATORS COMPREHENSIVE ASSESSMENT CORRUPTION COUNTRY REPORTS DATA COLLECTION DECISION-MAKING DELIVERY OF SERVICES EDUCATION REFORM EDUCATION SERVICES EDUCATIONAL ATTAINMENT ETHICS EXERCISES EXPENDITURE TRACKING SURVEYS FACILITY SURVEYS FEEDBACK MECHANISMS FIGHTING CORRUPTION FINANCE MANAGEMENT FINANCIAL ACCOUNTABILITY FINANCIAL MANAGEMENT FINANCIAL PERFORMANCE GOOD GOVERNANCE GOVERNANCE INDICATORS GOVERNANCE MEASUREMENT GOVERNANCE OUTCOMES GOVERNANCE PERFORMANCE GOVERNANCE REFORMS GOVERNMENT EXPENDITURES GOVERNMENT PERFORMANCE HEALTH CARE HEALTH CENTERS HEALTH CLINICS HEALTH INDICATORS HEALTH INFORMATION HEALTH INSURANCE HEALTH INSURANCE FUND HEALTH OUTCOMES HEALTH SECTOR HEALTH SERVICES HEAVILY INDEBTED POOR COUNTRIES HIPC HOSPITALS HOUSEHOLD SURVEYS HUMAN DEVELOPMENT HUMAN RESOURCE HUMAN RIGHTS IMPACT EVALUATION IMPROVING GOVERNANCE INFANT MORTALITY INFORMATION ASYMMETRIES INITIATIVE INSTITUTIONAL ARRANGEMENTS INTEGRITY INTERMEDIARIES INTERNATIONAL LEVEL INTERVENTION INVESTIGATION LAWS LEADERSHIP LEARNING LEGAL FRAMEWORK MEASUREMENT CHALLENGES MEASUREMENT PROBLEMS MEASURING GOVERNANCE MEDIA MEDICAL PROVIDER MEDICAL TREATMENT MEDICINES MERITOCRATIC HIRING MORTALITY NGO OUTCOME INDICATORS PATIENT PATIENTS PEDAGOGY PERFORMANCE DIMENSION PERFORMANCE EVALUATION PERFORMANCE INDICATORS PERFORMANCE MEASUREMENT PERFORMANCE MEASURES PERFORMANCE MONITORING POOR GOVERNANCE POVERTY REDUCTION POVERTY REDUCTION STRATEGY PRIMARY HEALTH CARE PRIMARY SCHOOLS PRIVATE PROVIDERS PRIVATE SCHOOLS PRIVATE SECTOR PRIVATE-SECTOR INVOLVEMENT PROCUREMENT PROCUREMENT POLICIES PROCUREMENT SYSTEMS PROGRAMS PROJECT MONITORING PROVIDER BEHAVIOR PROVINCIAL LEVEL PROVISION OF SERVICES PUBLIC EXPENDITURE PUBLIC EXPENDITURE TRACKING PUBLIC EXPENDITURES PUBLIC FINANCE PUBLIC FINANCE PERFORMANCE PUBLIC FINANCIAL MANAGEMENT PUBLIC FUNDS PUBLIC HEALTH PUBLIC PROVISION PUBLIC SECTOR PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE PUBLIC SERVICE DELIVERY QUALITY ASSURANCE QUALITY CONTROL QUALITY OF EDUCATION QUALITY OF SERVICES REMEDY RESOURCE FLOWS RESOURCE MANAGEMENT SERVICE PROVIDERS SERVICE QUALITY SERVICE UTILIZATION SMS SUB-NATIONAL GOVERNMENTS TECHNICAL QUALITY TRANSPARENCY TRIALS UNCERTAINTY WORKERS Fiszbein, Ariel Ringold, Dena Rogers, F. Halsey Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors |
| geographic_facet |
The World Region The World Region |
| relation |
Policy Research working paper ; no. WPS 5690 |
| description |
Improving 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. |
| format |
Publications & Research :: Policy Research Working Paper |
| author |
Fiszbein, Ariel Ringold, Dena Rogers, F. Halsey |
| author_facet |
Fiszbein, Ariel Ringold, Dena Rogers, F. Halsey |
| author_sort |
Fiszbein, Ariel |
| title |
Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors |
| title_short |
Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors |
| title_full |
Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors |
| title_fullStr |
Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors |
| title_full_unstemmed |
Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors |
| title_sort |
making services work : indicators, assessments, and benchmarking of the quality and governance of public service delivery in the human development sectors |
| 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_20110620083658 http://hdl.handle.net/10986/3454 |
| _version_ |
1764387025073471488 |
| spelling |
okr-10986-34542021-04-23T14:02:09Z 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 ABSENTEEISM ABUSE ACCESS TO INFORMATION ACCOUNTABILITIES ACCOUNTABILITY ACCOUNTABILITY ARRANGEMENTS ACCOUNTABILITY FOR PERFORMANCE ACCOUNTABILITY MECHANISMS ALLOCATION ALLOCATION OF FUNDS ASSESSMENT INSTRUMENT BANKS BENEFICIARIES BUDGET ALLOCATIONS BUDGET CREDIBILITY BUDGET CYCLE BUDGET EXECUTION BUDGET LAW BUDGET PREPARATION BUDGETARY INFORMATION BUDGETARY RESOURCES BUSINESS CLIMATE CAPITAL BUDGET CASH TRANSFERS CENTRAL BUDGET CITIZEN CITIZEN PARTICIPATION CITIZENS CIVIL SOCIETY CLINICS COMPLAINT COMPLAINTS COMPOSITE INDICATORS COMPREHENSIVE ASSESSMENT CORRUPTION COUNTRY REPORTS DATA COLLECTION DECISION-MAKING DELIVERY OF SERVICES EDUCATION REFORM EDUCATION SERVICES EDUCATIONAL ATTAINMENT ETHICS EXERCISES EXPENDITURE TRACKING SURVEYS FACILITY SURVEYS FEEDBACK MECHANISMS FIGHTING CORRUPTION FINANCE MANAGEMENT FINANCIAL ACCOUNTABILITY FINANCIAL MANAGEMENT FINANCIAL PERFORMANCE GOOD GOVERNANCE GOVERNANCE INDICATORS GOVERNANCE MEASUREMENT GOVERNANCE OUTCOMES GOVERNANCE PERFORMANCE GOVERNANCE REFORMS GOVERNMENT EXPENDITURES GOVERNMENT PERFORMANCE HEALTH CARE HEALTH CENTERS HEALTH CLINICS HEALTH INDICATORS HEALTH INFORMATION HEALTH INSURANCE HEALTH INSURANCE FUND HEALTH OUTCOMES HEALTH SECTOR HEALTH SERVICES HEAVILY INDEBTED POOR COUNTRIES HIPC HOSPITALS HOUSEHOLD SURVEYS HUMAN DEVELOPMENT HUMAN RESOURCE HUMAN RIGHTS IMPACT EVALUATION IMPROVING GOVERNANCE INFANT MORTALITY INFORMATION ASYMMETRIES INITIATIVE INSTITUTIONAL ARRANGEMENTS INTEGRITY INTERMEDIARIES INTERNATIONAL LEVEL INTERVENTION INVESTIGATION LAWS LEADERSHIP LEARNING LEGAL FRAMEWORK MEASUREMENT CHALLENGES MEASUREMENT PROBLEMS MEASURING GOVERNANCE MEDIA MEDICAL PROVIDER MEDICAL TREATMENT MEDICINES MERITOCRATIC HIRING MORTALITY NGO OUTCOME INDICATORS PATIENT PATIENTS PEDAGOGY PERFORMANCE DIMENSION PERFORMANCE EVALUATION PERFORMANCE INDICATORS PERFORMANCE MEASUREMENT PERFORMANCE MEASURES PERFORMANCE MONITORING POOR GOVERNANCE POVERTY REDUCTION POVERTY REDUCTION STRATEGY PRIMARY HEALTH CARE PRIMARY SCHOOLS PRIVATE PROVIDERS PRIVATE SCHOOLS PRIVATE SECTOR PRIVATE-SECTOR INVOLVEMENT PROCUREMENT PROCUREMENT POLICIES PROCUREMENT SYSTEMS PROGRAMS PROJECT MONITORING PROVIDER BEHAVIOR PROVINCIAL LEVEL PROVISION OF SERVICES PUBLIC EXPENDITURE PUBLIC EXPENDITURE TRACKING PUBLIC EXPENDITURES PUBLIC FINANCE PUBLIC FINANCE PERFORMANCE PUBLIC FINANCIAL MANAGEMENT PUBLIC FUNDS PUBLIC HEALTH PUBLIC PROVISION PUBLIC SECTOR PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE PUBLIC SERVICE DELIVERY QUALITY ASSURANCE QUALITY CONTROL QUALITY OF EDUCATION QUALITY OF SERVICES REMEDY RESOURCE FLOWS RESOURCE MANAGEMENT SERVICE PROVIDERS SERVICE QUALITY SERVICE UTILIZATION SMS SUB-NATIONAL GOVERNMENTS TECHNICAL QUALITY TRANSPARENCY TRIALS UNCERTAINTY WORKERS Improving 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. 2012-03-19T18:02:45Z 2012-03-19T18:02:45Z 2011-06-01 http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110620083658 http://hdl.handle.net/10986/3454 English Policy Research working paper ; no. WPS 5690 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank Publications & Research :: Policy Research Working Paper The World Region The World Region |