Are You Being Served?

New Tools for Measuring Service Delivery

Samia Amin, Jishnu Das, Markus Goldstein

• Publisher: World Bank Publications
• Year: 2007
• eBook ISBN: 9780821371862
• Edition: 0
• Topic: Politics & International Relations
• Subtopic: American Government
• Index: Politics & International Relations

This publication presents tools and techniques for measuring service delivery in health and education and people's experiences from the field in deploying these methods. It begins by providing an introduction to the different methodological tools available for evaluating the performance of the health and education sectors. Country specific experiences are then explored to highlight lessons on the challenges, advantages and disadvantages of using different techniques to measure quality in a variety of different contexts and of using the resulting data to affect change. This book is a valuable resource for those who seek to enhance capacity for the effective measurement of service delivery in order to improve accountability and governance and enhance the quality of service delivery in developing countries.

Table of contents

• Contents
• Foreword
• Acknowledgments
• About the Editors and Authors
• Abbreviations
• Part One Overview
• Part Two Use of Administrative Data
• Part Three Public Expenditure Tracking Surveys
• Part Four Facility Surveys
• Part Five Combined Household and Facility Surveys
• Part Six Conclusion
• Box 12.1 Incidence and Nature of Health Worker Absenteeism
• Box 12.2 Health Worker Employment Conditions
• Box 12.3 Limitations and Risks in Employment
• Box 12.4 Challenges to Measuring Absenteeism Quantitatively
• Figure 1.1 Association between Outcomes and Public Spending
• Figure 1.2 Key Relationships of Power
• Figure 2.1 Provider-Household Links
• Figure 2.2 Provider Performance
• Figure 3.1 Scope of the Instrument
• Figure 3.2 Framework of Accountability Relationships
• Figure 5.1 Proportion of Sites That Joined the Seecaline Programover Time, 1999–2003
• Figure 5.2 Differential Treatment Effects
• Figure 6.1 Learning Patterns
• Figure 6.2 Distribution of the Length of Program Exposure
• Figure 7.1 Financial and Resource Flows to Primary Facilities
• Figure 8.1 Budgeted Versus Effective Regional Public Spending and Production in Health
• Figure 8.2 Structure of Patient Costs in Primary Health Centers, 2003
• Figure 9.1 Student Enrollment in Primary and Lower-Secondary Schools, 1995/96–1999/2000
• Figure 9.2 School Funding by Grant Receipts and Public or Private Status, 2000
• Figure 9.3 Delays in Subsidy Receipt, 2001
• Figure 9.4 Depletion in the Effective Supply of Teachers, 2002
• Figure 10.1 Northern End of Sumatra
• Figure 11A.1 Formation of the Territorial Sample for the Household Living Conditions Survey, 2004–08
• Figure 13.1 Information by Vignette and Country
• Figure 14.1 Mean Time Spent Traveling, Waiting, and in Consultation, 2004
• Figure 14.2 What Did the Health Care Worker Do during the Consultation Today?
• Table 3.1 Public Expenditure on Education in Bolivia by Household Income Quintile, 2002
• Table 3.2 Evaluating Data Needs
• Table 4.1 Distribution of FISE Projects by Type, 1993–96
• Table 4.2 Access to Toilets and Latrines by Quintile of Per Capita Household Consumption
• Table 4.3 Standard Errors Based on 100 Simulated Samples of the Palanpur 1983–84 Population
• Table 5.1 Differential Program Treatment Effects, by Age Group
• Table 6.1 Municipalities with ECD-Related Programs, by Regionand Survey Round
• Table 6.2 Service Providers Who Have Received Program Training, by Type of Training
• Table 6.3 Distribution of Children across Program Exposure Categories, by Age
• Table 6.4 Distribution of Significant Positive Effects, by Ageand Months of Exposure
• Table 7.1 Examples of Allocation Rules
• Table 7.2 Summary of the Findings of the Mozambique Tracking Survey
• Table 7.3 Key Survey Findings beyond Leakage
• Table 8.1 Ministry of Health Budget, 2003
• Table 8.2 Receipt of Resources at Regions and Health Facilities,2003
• Table 10.1 Disruptions in Service Provision in the Aftermath of the Tsunami, December 26, 2004
• Table 10.2 Communities Experiencing Changes in the Availability of Elementary Schools and Public Health Centers
• Table 10.3 Facilities Reporting Worse Conditions after the Tsunami,by Service Area
• Table 10.4 Enrollments and Staffing before the Tsunami and at the Time of the Survey
• Table 10.5 Condition of Electricity and Water Connections in Community Health Posts
• Table 11A.1 Distribution of Sampled Institutions, by Oblast and Type of Settlement
• Table 11B.2 Composition of the Economic Regions
• Table 12.1 Explanatory Factors of Absenteeism from Theory and Empirical Analysis
• Table 12.2 Focus Groups and Focus Group Participants in Ethiopia and Rwanda
• Table 12.3 An Expanded Model of Absenteeism
• Table 14.1 Sample Size of Wave 1 of the Uganda Primary Health Contracting Study
• Table 14.2 What Did You Pay for the Care You Received Here Today?
• Table 14.3 Share of Respondents Expressing a Positive Opinion of Care at a Facility
• Table 14.4 Correlates of Overall Satisfaction with the Care Experience
• Table 14.5 Characteristics of Clients, by Facility Type
• Table 14.6 Changes in Perceived Quality after the Introduction of the Bonus Scheme
• Table 14.7 Differences between Facilities with and without Yellow Star Certification
• Table 14.8 Differences in Perceived Quality and Treatment Characteristics between Household Surveys and Exit Polls
• Table 14.9 Proportion of Respondents Reporting Paying Non-Zero Amounts, Matched Sample
• Table 14A.1 Summary Statistics for Observations Included in and Excluded from the Final Sample
• Table 15.1 IFLS Health Care Facility and School Samples
• Table 15.2 IFLS1 Matching Rates: Health Facility and School Surveys and the Household Questionnaire
• Table 15.3 IFLS Cross-Wave Facility Interviews, by Facility Type
• Table 15A.1 IFLS2–3 Health Care and School Facility Samples
• Table 16.1 Topics Covered in a Typical LSMS Household Questionnaire
• Table 16.2 Facility Surveys in the LSMS by Country and Year
• Table 16.3 Features of the Facility Surveys in the LSMS
• Table 16.4 Health Facilities and Health Outcomes in Panama, by Corregimiento