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

This publication presents tools and techniques for measuring service delivery in health and education and peoples experiences from the field in deploying these methods. Improving service delivery for the poor, particularly in the health and education sectors, is considered an important way of enabling the poor to lift themselves out of poverty. This book begins by providing an introduction of 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 (countries covered include Chad, Ecuador, Ethiopia, Indonesia, Madagascar, Mozambique, Papua New Guinea Rwanda, Ukraine, and Uganda). 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.