Are You Being Served?: New Tools for Measuring Service Delivery

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Samia Amin, Jishnu Das, Markus Goldstein
World Bank Publications, 28 dec. 2007 - 340 pagini
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.
 

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Cuprins

Table 32 Evaluating Data Needs
105
Part Two Use of Administrative Data
111
Table 41 Distribution of FISE Projects by Type 199396
114
Table 42 Access to Toilets and Latrines by Quintile of Per Capita Household Consumption
115
Table 43 Standard Errors Based on 100 Simulated Samples of the Palanpur 198384 Population
118
Figure 51 Proportion of Sites That Joined the Seecaline Programover Time 19992003
134
Table 51 Differential Program Treatment Effects by Age Group
142
Figure 52 Differential Treatment Effects
143
Figure 61 Learning Patterns
152
Table 61 Municipalities with ECDRelated Programs by Regionand Survey Round
161
Table 62 Service Providers Who Have Received Program Training by Type of Training
162
Figure 62 Distribution of the Length of Program Exposure
164
Table 64 Distribution of Significant Positive Effects by Ageand Months of Exposure
167
Part Three Public Expenditure Tracking Surveys
173
Table 71 Examples of Allocation Rules
177
Figure 71 Financial and Resource Flows to Primary Facilities
180
Table 72 Summary of the Findings of the Mozambique Tracking Survey
182
Table 73 Key Survey Findings beyond Leakage
185
Table 81 Ministry of Health Budget 2003
194
Table 82 Receipt of Resources at Regions and Health Facilities2003
202
Figure 81 Budgeted Versus Effective Regional Public Spending and Production in Health
203
Figure 82 Structure of Patient Costs in Primary Health Centers 2003
205
Figure 91 Student Enrollment in Primary and LowerSecondary Schools 19959619992000
225
Figure 92 School Funding by Grant Receipts and Public or Private Status 2000
226
Figure 93 Delays in Subsidy Receipt 2001
228
Figure 94 Depletion in the Effective Supply of Teachers 2002
229
Part Four Facility Surveys
233
Figure 101 Northern End of Sumatra
237
Table 101 Disruptions in Service Provision in the Aftermath of the Tsunami December 26 2004
241
Table 102 Communities Experiencing Changes in the Availability of Elementary Schools and Public Health Centers
243
Box 121 Incidence and Nature of Health Worker Absenteeism
277
Box 122 Health Worker Employment Conditions
279
Box 123 Limitations and Risks in Employment
282
Table 123 An Expanded Model of Absenteeism
285
Box 124 Challenges to Measuring Absenteeism Quantitatively
287
Figure 131 Information by Vignette and Country
308
Part Five Combined Household and Facility Surveys
313
Table 141 Sample Size of Wave 1 of the Uganda Primary Health Contracting Study
319
Figure 141 Mean Time Spent Traveling Waiting and in Consultation 2004
322
Table 142 What Did You Pay for the Care You Received Here Today?
323
Figure 142 What Did the Health Care Worker Do during the Consultation Today?
324
Table 143 Share of Respondents Expressing a Positive Opinion of Care at a Facility
325
Table 144 Correlates of Overall Satisfaction with the Care Experience
326
Table 145 Characteristics of Clients by Facility Type
327
Table 146 Changes in Perceived Quality after the Introduction of the Bonus Scheme
329
Table 147 Differences between Facilities with and without Yellow Star Certification
331
Table 148 Differences in Perceived Quality and Treatment Characteristics between Household Surveys and Exit Polls
334
Table 149 Proportion of Respondents Reporting Paying NonZero Amounts Matched Sample
336
Table 14A1 Summary Statistics for Observations Included in and Excluded from the Final Sample
338
Table 151 IFLS Health Care Facility and School Samples
348
Health Facility and School Surveys and the Household Questionnaire
351
Table 153 IFLS CrossWave Facility Interviews by Facility Type
355
Table 15A1 IFLS23 Health Care and School Facility Samples
358
Table 161 Topics Covered in a Typical LSMS Household Questionnaire
368
Table 162 Facility Surveys in the LSMS by Country and Year
371
Table 163 Features of the Facility Surveys in the LSMS
372
Table 164 Health Facilities and Health Outcomes in Panama by Corregimiento
382
Part Six Conclusion
389
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